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Erase Contact Tool

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7 comments

  • Sion Stedman
    Hi Karen – I have found the same in my company's Act-On account and we would like an idea of the erasure timescale too.

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    Sion Stedman
    Idox Software Ltd
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    -------------------------------------------
    Original Message:
    Sent: 06-08-2018 14:23
    From: Karen Haldenwanger
    Subject: Erase Contact Tool

    Has anyone used the Erase Contact Tool yet? I've received the confirmation for the erase request but no notification that they were actually erased. Any idea how long this process takes?
    Thanks

    ------------------------------
    Karen Haldenwanger
    Marketing Manager, Acromag
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  • James Matney
    I have used the Erase Contact Tool, and received confirmation emails for those that I have submitted, but the contacts are still showing up in my list.

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    James Matney
    E Communications Specialist, TEEX - Texas A&M Engineering Extension Service
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    -------------------------------------------
    Original Message:
    Sent: 06-08-2018 14:23
    From: Karen Haldenwanger
    Subject: Erase Contact Tool

    Has anyone used the Erase Contact Tool yet? I've received the confirmation for the erase request but no notification that they were actually erased. Any idea how long this process takes?
    Thanks

    ------------------------------
    Karen Haldenwanger
    Marketing Manager, Acromag
    ------------------------------
  • Carol Davis
    We've been experiencing several issues with the Erase Contact feature and these have been reported to Act-on.

    We are receiving requests to be forgotten via a Consent Withdrawal form which is linked in our Subscription Management centers.

    In some cases the Erase Contact tool works as expected. In others, we receive an error message stating that the contact email address is invalid. However, when you check the form submission list for the Consent Withdrawal form, the contact is there and the email address is exactly as entered.

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    Carol Davis
    Project Manager, Internet Business Support Team, AB SKF
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    -------------------------------------------
    Original Message:
    Sent: 06-08-2018 14:23
    From: Karen Haldenwanger
    Subject: Erase Contact Tool

    Has anyone used the Erase Contact Tool yet? I've received the confirmation for the erase request but no notification that they were actually erased. Any idea how long this process takes?
    Thanks

    ------------------------------
    Karen Haldenwanger
    Marketing Manager, Acromag
    ------------------------------
  • Chris Bjorklund
    Just hazarding a guess, but be sure there isn't a blank at the end of the address. It will look good but won't be valid. I've been tripped up pushing from sheets to Act-on with Zapier. Just a thought.


    ------Original Message------

    We've been experiencing several issues with the Erase Contact feature and these have been reported to Act-on.

    We are receiving requests to be forgotten via a Consent Withdrawal form which is linked in our Subscription Management centers.

    In some cases the Erase Contact tool works as expected. In others, we receive an error message stating that the contact email address is invalid. However, when you check the form submission list for the Consent Withdrawal form, the contact is there and the email address is exactly as entered.

    ------------------------------
    Carol Davis
    Project Manager, Internet Business Support Team, AB SKF
    ------------------------------
  • Carol Davis
    Thanks for the tip. I had already checked that there were no leading or trailing characters in the email string. Unfortunately that is not the reason.

    ------------------------------
    Carol Davis
    Project Manager, Internet Business Support Team, AB SKF
    ------------------------------
    -------------------------------------------
    Original Message:
    Sent: 06-12-2018 09:02
    From: Chris Bjorklund
    Subject: Erase Contact Tool

    Just hazarding a guess, but be sure there isn't a blank at the end of the address. It will look good but won't be valid. I've been tripped up pushing from sheets to Act-on with Zapier. Just a thought.



    Original Message------

    We've been experiencing several issues with the Erase Contact feature and these have been reported to Act-on.

    We are receiving requests to be forgotten via a Consent Withdrawal form which is linked in our Subscription Management centers.

    In some cases the Erase Contact tool works as expected. In others, we receive an error message stating that the contact email address is invalid. However, when you check the form submission list for the Consent Withdrawal form, the contact is there and the email address is exactly as entered.

    ------------------------------
    Carol Davis
    Project Manager, Internet Business Support Team, AB SKF
    ------------------------------
  • Karen Haldenwanger
    Finally after seven days I received a confirmation. The problem is now it has already synced with our CRM so I must do this all this again.

    ------------------------------
    Karen Haldenwanger
    Marketing Manager, Acromag
    ------------------------------
    -------------------------------------------
    Original Message:
    Sent: 06-08-2018 14:23
    From: Karen Haldenwanger
    Subject: Erase Contact Tool

    Has anyone used the Erase Contact Tool yet? I've received the confirmation for the erase request but no notification that they were actually erased. Any idea how long this process takes?
    Thanks

    ------------------------------
    Karen Haldenwanger
    Marketing Manager, Acromag
    ------------------------------
  • Sion Stedman
    This week I raised my queries as a support request as follows:

    On 29 May 2018 we made two contact erase requests in our Act-On account. We received email confirmation of the requests. However, some two weeks later, the erasures have apparently not been completed. Also, we have not received any update from Act-On about how long the erasures might take, nor confirmation that the erasures have been completed.

    I appreciate that the erase tool is a new feature in Act-On and that features might ordinarily need some 'bedding in' time. However, being able to action the 'right to be forgotten' is an important aspect of GDPR compliance and customers need to know the timescale Act-On takes for completing an erasure. It is not satisfactory for things to be left as vague as they are currently being described in the University. Contacts will expect to know that their data has been erased and there is currently no way for we Act-On customers to be able to provide that information to them.

    Please can you update us on these requests and the contact erasure process?

    Apologies to submit this as a support request, but again, another point of feedback is that Act-On does not provide a dedicated address to contact regarding the status of erasure requests.

    Today I have received the following response:

    Thank you for your continued patience with Erase Contact Tool. At this time you should have already received a confirmation email of request for erasure of contact proving you have complied and acted upon the request without undue delay and at the latest within one month of receipt. Additionally, the contact has been moved to your opt-out list to ensure that the contact will not receive email communications while awaiting deletion.

    Act-On is currently finalizing the process for full erasure of all contact references, and we will be providing additional communications as work progresses, and will also be sending an email once your contact has been fully erased from the Act-On system.

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    Sion Stedman
    Idox Software Ltd
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    -------------------------------------------
    Original Message:
    Sent: 06-13-2018 08:06
    From: Karen Haldenwanger
    Subject: Erase Contact Tool

    Finally after seven days I received a confirmation. The problem is now it has already synced with our CRM so I must do this all this again.

    ------------------------------
    Karen Haldenwanger
    Marketing Manager, Acromag
    ------------------------------

    Original Message:
    Sent: 06-08-2018 14:23
    From: Karen Haldenwanger
    Subject: Erase Contact Tool

    Has anyone used the Erase Contact Tool yet? I've received the confirmation for the erase request but no notification that they were actually erased. Any idea how long this process takes?
    Thanks

    ------------------------------
    Karen Haldenwanger
    Marketing Manager, Acromag
    ------------------------------

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