How do I answer a reader's request to see or delete their data?

Where: Trust & legal → Privacy requests

Open this page: admin.<your-site>/trust/privacy (replace <your-site> with your site address)

Before you start

You need permission to view privacy requests. Acting on them needs permission to manage privacy.

Steps

1. Open Trust & legal, then Privacy requests.
2. Filter by Status and Type. Tap a request to open Request details.
3. Check Identity confirmed. The requester gets a link and code to confirm it’s them. The deadline starts when they do. Unconfirmed requests close after 72 hours.
4. Tap Start when you begin. The requester is told you are working on it.
5. Finish the request with the main action for its type. For a data export, "Prepare data export" collects the reader’s data from every part of the site and emails a one-time download link. The link works once and expires after 72 hours.
6. To say no, tap Reject and add a Reason. The requester gets it by email.
7. To get more time, tap Extend deadline and set Extra days (1 to 60). You can extend once.
8. Use Add a note for your team.

Good to know

• To see the requester's email or phone tap Show contact details. Opening a record is written to the activity log.
• A reader who asks to delete their data is deleted for good. Confirm "I understand this deletes the reader’s data and can’t be undone."
• When a request is overdue the page warns you: "# request is overdue."
• Keynate gives tools. Check the rules that apply to you.

Common problems

• "This request is already closed. Reload to see its latest state."
• "Tick the box to confirm." A delete request asks you to tick the box first, because the reader's data is removed for good.
• "Enter a whole number from … to …." When you extend the deadline, type a whole number of days in the range shown (1 to 60).
• "Write something here first." The reason is needed. Write why you reject or extend the request.
• "Add a short reason (at least … characters)." Write a longer reason. The reader may see it.

Questions

Related

• Activity log
• Breach log
• Readers