Account App Help — Delete My Account

Purpose

Use DeleteMyAccount.aspx to request deletion of your account. The page sends a secure confirmation link to your email; you must click that link to complete deletion.

Before you start

• Remove any saved payment card first: account deletion is blocked while a saved card exists. Go to MyAccount → Payment Card and remove the saved card.
• Back up any data you want to keep (downloads, invoices, reports). Deletion may be irreversible or partially irreversible depending on policy.
• Make sure you are signed in with the account you want to delete.

Step-by-step: request account deletion

1. On the Delete My Account page:

• Read and tick the confirmation checkbox (you must accept the terms shown).
• Enter your account password.

1. Click Send Delete Link.

• If your password is correct and you accepted the checkbox, the system creates a secure delete token and emails a confirmation link to your account email.
• A short toast message appears: “A confirmation link has been sent to your email. Check your inbox to complete deletion.”
• The Send button will be disabled after the link is sent.

Important confirmation link details

• The confirmation link is valid for 24 hours.
• You must open that email and click the link to complete deletion. The confirmation page is AccountDeleteRequest.aspx.
• The confirmation link contains an encrypted token and your email; only the link completes the deletion workflow.

Security & failed attempts

• Password validation is required. After 3 failed password attempts the system signs you out (you’ll need to sign in again).
• The page validates that the deletion request originates from the signed-in user (session must exist).
• The confirmation link is single-use and time-limited.

What happens after you click the confirmation link

• The AccountDeleteRequest.aspx handler validates the token and expiry and then anonymizes or deletes data according to policy (user record is soft-deleted/anonymized; related mappings, invitations and some related records are removed or updated).
• You will see a success or error message on the confirmation page describing the result.

Common messages you may see and what they mean

• “A confirmation link has been sent to your email…” — link sent; check your inbox (and spam).
• “Account deletion is disabled while a saved payment card exists…” — remove your saved card first via MyAccount → Payment Card.
• “Password is incorrect. X attempts left before sign-out.” — retry carefully; after the final failed attempt you’ll be signed out.
• “Your session has expired. Please sign in and try again.” — sign in and retry.
• “Failed to create delete request. Please try again later.” or “Failed to send confirmation email.” — transient server/email issue; try again later or contact support.

Troubleshooting tips

No email received

• Check Spam/Junk folders.
• Ensure your account email is correct.
• Wait a few minutes; then retry sending the link.

Link expired

• Request a new delete link from DeleteMyAccount.aspx.

Blocked because of saved card

• Remove the saved card at MyAccount → Payment Card (Save/Remove card UI uses Stripe).

Repeated sign-outs after failed passwords

• Wait, then sign in and retry; if you cannot remember your password, use the password recovery flow.

Unexpected errors

• If the deletion confirmation fails or shows an unexpected error, capture a screenshot and contact support with the email and time of the attempt.

Privacy notes

• The system anonymizes your account (email replaced with an internal deleted address) and removes many associated records.

Some data (for legal, billing or audit reasons) may be retained according to policy.

• The delete confirmation link is sensitive — do not share it.

Contacting support

If you need help, provide:

• Your account email
• A screenshot of any error message
• Time of the action and a description (e.g., “Could not receive delete confirmation email”)

Technical hints for admins (brief)

• Confirmation emails are sent from noreply@knewte.com (SMTP settings from EmailSettingsProvider).
• The delete token expires after 24 hours and is stored encrypted in KNEWTEUSERS.DELETEACCOUNTCODE.
• For device/browser issues, try a different browser or clearing session cookies and sign in again.

Optional extras

If you want, we can also create:

• A short one-line help label suitable for display on the page
• A printable checklist to include with the confirmation email