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You can ask for your Elate account to be deleted at any time. Your organisation reviews the request, and the care records you made are kept. This page explains how to ask, what happens next, and how owners and admins handle a request. Who can do this: anyone with an Elate account can ask. Only Organisation Owners and Service Provider Admins can approve a request or restore an account.
If you still work for an organisation that uses Elate, talk to them first. Once your account is closed you cannot use Elate for your work.

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Ask for your account to be deleted

1

Open your account page

Select your name in the sidebar, then Account.
2

Select Delete your account

At the bottom of the page, select Delete your account.
3

Add a note if you want to

Under Anything you want your organisation to know (optional), add a message for your organisation.
4

Send the request

Select Ask to delete my account, then Send request.
You can also go straight to portal.elateuk.com/account-deletion. If you are not signed in, select Sign in there first.
You get an email to say your request has arrived.

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If you cannot sign in

Email info@elateuk.com from the email address on your Elate account, and Elate will make the request for you.

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If you have not joined an organisation

If your account is not linked to an organisation yet, there is nothing to keep. The page offers Delete my account now instead, and your account is deleted straight away. This cannot be undone.

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What happens next

  1. Your organisation’s owner or an administrator reviews your request. If nobody does within 21 days, Elate completes it.
  2. Once it is approved you can no longer sign in. For 30 days your organisation can restore your account if it was a mistake.
  3. After 30 days your account is deleted for good, and you get an email to say so.
While your request is waiting, the same page shows when you asked and offers Withdraw my request. Once it is approved, it shows the date your account will be deleted. If that was a mistake, ask your organisation to restore it before then.

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What is deleted

  • Your sign-in to Elate
  • The email address and profile photo on your Elate account
  • Your settings, notification preferences and calendar links
  • The phones registered for your notifications, and your chat key backup

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What is kept

  • The care records you made while working, such as visit check-ins, care notes and reports of concern. Care providers must keep these by law, so your name stays on them as the person who wrote them.
  • Your employer’s own records about you, such as your contact details and training. Ask your employer if you want those changed.
  • Chat messages you sent, which stay with the people you sent them to.
  • A record that you asked for deletion and when it was done.

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For owners and admins: handle a request

When someone asks, Organisation Owners and Service Provider Admins get an Account deletion requested notification and an email. You review the request on the person’s team profile.
1

Open their team profile

Select Team in the sidebar, then the person.
2

Open the Access tab

Select Access. The Account card shows when they asked and any message they left.
3

Approve the deletion

Select Approve deletion, then Approve deletion again to confirm. Their access closes straight away, in every organisation they work for in Elate.
For 30 days after you approve, the Account card offers Restore account. Restoring needs a reason. It cancels the deletion, the person can sign in again straight away, and they are emailed to say so. Once the account has been deleted, only Elate can restore it: email info@elateuk.com. If nobody acts on a request within 21 days, Elate completes it.

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Close an account for someone who has left

You do not need a request to stop a leaver signing in. On their Access tab, select Close account, give a Reason, and confirm. Every record they made is kept, and you can restore the account at any time. If they have future visits, you can unassign them in the same step. You cannot close your own account this way, or the account of your organisation’s only owner.