# Handling members' data requests

> How owners answer a member who asks for a copy of their data or for deletion, what deleting removes and keeps, and the 30-day deadline.

Source: https://milvao.com/help/privacy-and-security/data-requests · Updated 2026-11-06

## Key takeaways

- Members can send MY DATA for a copy of their data or DELETE MY DATA to ask for deletion, and the request appears in Settings, Data requests.
- Answer each request within 30 days. Requests past their due date are marked Overdue.
- Export data downloads the member's data as a file you can send them. Delete member's data removes their profile, answers and message text.
- Deleting keeps anonymous counts, so your metrics still add up. Contacts already shared can't be taken back.
- Only the owner can export or delete a member's data, and every export and deletion is recorded.

Members have a right to a copy of their data and to have it deleted. In Milvao they ask from WhatsApp, and you, the owner, complete the request from the dashboard. Milvao gives you 30 days for each one.

## Where requests come from

| How the member asks | What happens |
|---|---|
| Sends **MY DATA** to your number | A **Copy of data** request opens. The member is told you'll be in touch within 30 days |
| Sends **DELETE MY DATA** and taps **Yes, delete my data** | A **Deletion** request opens. Offers to them stop straight away, before you delete anything |
| Asks you or your team directly | Open their page in **Members** and use **Log a request** in the **Privacy** card |
| Writes to Milvao | Milvao staff log it, and may contact you to complete it |

All requests are in a table in **Settings → Data requests**. The **Open** tab (the default) puts the oldest due date at the top and marks overdue ones in red; **Closed** shows the latest closed first with the note left on each; **All** shows both. Click **Request**, **Received** or **Due** to sort, and use the page numbers under the table for more. Each member's own requests also show in the **Privacy** card on their page.

## Send a member their data

1. Open the request in **Settings → Data requests**, or the member's page in **Members**.
2. Click **Export data**. Your browser saves a file named `member-data-….json`. The request moves to **In progress**.
3. Send the file to the member the way you normally reach them, for example by email.
4. Back in **Data requests**, click **Close**, choose **Done** and add a short note such as "Sent by email on 12 Nov".

The file holds their profile (headline, photo status, directory and public profile settings), their answers to your profile questions, the choices they made (turning offers or messages on and off), their groups, their requests with their own words, the offers and partner offers they received, the events they signed up for and what they said there, their join request from your site, what you imported about them from a member list, their paid membership with payments, invoices and refunds, their kudos and thank-yous, the members they blocked and their portal sign-ins (dates only), messages still kept (newest first, text is kept for 90 days) and their earlier data requests. It never includes another member's name or number, and never sign-in codes, links or payment references. Their own number is shown masked, as everywhere in Milvao.

## Delete a member's data

1. Open the deletion request, or the member's page, and click **Delete member's data**.
2. Pick a **Reason**.
3. Type **DELETE** to confirm, then click **Delete data**.

The request is marked **Done** automatically. The member's entry then shows as **Deleted** in **Members**, hidden unless you filter for it.

| Deleting removes | Deleting keeps |
|---|---|
| Name, description, city, skills and cities served | That a member existed, joined a group, and when |
| Answers to your profile questions | Counts of requests, offers and introductions |
| Their phone number (only an unreadable marker stays) | The record of choices they made, without any content, as proof of consent |
| The text of their messages and requests, and of offers sent about their requests | Request and offer states and dates, for your metrics |
| Profile links | Your team's audit log of the deletion, without personal details |

Deleting also withdraws any offers waiting for them (their requests move on to the next person), closes their open requests and stops any contact sharing that hasn't gone out yet. Contacts already shared with another member can't be taken back.

If the same person sends a JOIN code again later, they start over with a new, empty profile.

## Deadlines

Each request is due 30 days after it arrives. **Data requests** shows how many days are left, and **Overdue** in red once the date has passed. Milvao staff also watch overdue requests across all communities and may contact you.

If you can't complete a request, for example because the person isn't a member, click **Close**, choose **Rejected** and write why. The note stays with the request.

## Who can do what

| | Owner | Operator |
|---|---|---|
| See data requests | Yes | Yes |
| Export a member's data | Yes | No |
| Delete a member's data | Yes | No |
| Log or close a request | Yes | No |

Every export, deletion and closed request is recorded in Milvao's audit log with who did it and when.

## Frequently asked questions

### Can we undo a deletion?
No. Once deleted, the personal data is gone. Only anonymous counts remain.

### The member asked for a correction. What do we do?
Most details are in the member's own profile, so send them a profile link (they can reply PROFILE). Log the request with **Log a request**, then close it as **Done** once it's fixed.

### Does Milvao delete members on its own?
No. Your community decides. Milvao staff only act when a member writes to Milvao directly, and they record it in the same register.