Delete your account
This page explains how to delete your eTrustOne enrolment and the information held with it, what is deleted, and what is kept.
Where your account is held
eTrustOne has no central account. When you enrol with an organisation, such as your bank, your enrolment is created on that organisation's own secure service. That is where deletion happens.
| What it is | Who can end it | |
|---|---|---|
| Your enrolment | The link between the app and one organisation: your registered device, your message keys, your notification token, and your contacts and settings for that organisation | You, from inside the app, at any time |
| Your account with the organisation | Your customer relationship itself, such as your bank account | Only the organisation. Deleting your enrolment or the app does not close it |
Delete from inside the app
To ask one organisation to erase your data
- Open the eTrustOne app.
- On iPhone, go to Settings and choose the organisation. On Android, go to Identity.
- Choose Erase my data at this institution (on Android, Erase my data) and confirm.
Your request goes to the organisation, and everything the app holds for that organisation is erased from your phone.
To erase everything the app holds on your phone
- Open the eTrustOne app.
- Go to Settings, then Security and data.
- Choose Erase All Data and confirm.
Each organisation runs its own separate service, so a request reaches that organisation only. If you deal with several, ask each one.
If your phone is offline, the app tells you the organisation could not be reached. You can try again later, or erase your phone anyway; in that case the organisation is not told, and you should contact it directly.
If you no longer have the app
Contact each organisation you enrolled with, using the contact details you already have for them, and ask them to remove your eTrustOne enrolment. They hold it, and they can also revoke a lost or stolen device.
We do not hold your enrolment, so we cannot delete it for you. If you are not sure who to contact, email appadmin@skaglobalpartners.com with the subject "Delete my eTrustOne account" and we will help you reach the right organisation. Please do not send verification codes or message content.
What is deleted
From the organisation's service, for that enrolment:
- your registered device
- your message keys
- your notification token, so the organisation can no longer send you notifications
- your contacts and settings for that organisation
The organisation decides what it must keep by law (see below). From your phone, when you use Erase All Data: everything the app holds, including your identity, your keys, your messages and attachments, and your settings. The app returns to how it was when first installed.
What is kept, and why
- Your account with the organisation, which is unaffected.
- A record that the deletion happened. This holds the date and an identifier that cannot be used to identify you, and is kept for seven years so the organisation can show a regulator that your request was carried out.
- Records the organisation must keep by law. Banks and other regulated organisations are usually required to keep records of their communications with customers for a set period. Where that applies, the organisation decides the period and can tell you what it is.
See also the privacy policy.