How to submit a request
- Email support@pinmyguard.com with the subject “Account deletion request”.
- State whether you use the Guard app or Resident app, the email address or phone number used to sign in, and the name of your employer, security company, estate or other Pin My Guard tenant.
- State whether you want the whole app account and its associated personal data deleted, or identify the narrower data you want reviewed.
- Wait for support to provide the verification and scope-confirmation steps. You do not need the app installed to continue.
Keep credentials and documents out of the request
Never send a password, one-time code, recovery code, private key, payment-card or bank detail, or a copy of an identity document in the first request. Pin My Guard support will not ask for your password. If additional proof is genuinely required, support will explain an appropriate secure verification route.
Verification and tenant-managed accounts
Guard and Resident accounts are authorised and created by a tenant such as an employer, security company or estate; neither mobile app provides public self-registration. Pin My Guard must verify the requester, the account and the relevant tenant before changing access or data. The tenant may be the Responsible Party for operational or employment records, so support may coordinate the request with its authorised privacy or account administrator.
Deleting a Pin My Guard sign-in is not the same as deleting records that the tenant must keep independently for employment, security, incident, access-control or legal purposes. Support will explain the confirmed scope after verification.
What the request can cover
A verified request can cover the app account, authentication profile, registered device or notification tokens, profile contact details, and personal data associated with that account. Where deletion is approved and lawful, data will be deleted or de-identified from the systems controlled by Pin My Guard and the relevant tenant. The exact result depends on who controls each record and which data remains necessary.
Account suspension or loss of sign-in access alone is not represented as completed deletion. Support will communicate the outcome of the reviewed request and identify any categories that must be retained.
Information that may need to be retained
Some information may be retained or de-identified where reasonably necessary for a lawful obligation, security or fraud prevention, a safety or incident investigation, an audit trail, an employment or labour record, accounting, insurance, a dispute, the protection of rights, or a legal hold. Retained information is restricted to its necessary purpose and is not kept merely to preserve an active app account.
See the Privacy and POPIA/PAIA Notice for the current retention framework and data-subject rights.
Expected acknowledgement and completion
Support aims to acknowledge a complete request within five business days. This is a service target, not a legal guarantee and not confirmation that deletion is complete. Verification, tenant coordination, lawful retention checks and the scope of the request affect completion time. If you receive no acknowledgement after five business days, follow up at support@pinmyguard.com using the same subject line.
This is a reviewed request route
Sending the email starts a human-reviewed request. It does not instantly or automatically delete an account or safety record. Do not use this route for an emergency, active SOS, or urgent control-room response.