Anonymize a User

Overview

Permanently remove all personal data from a customer's account. The account shell is retained but all identifying information is erased. This action is irreversible.

:::tip At a Glance
Who is this for?

Support agents handling GDPR or data deletion requests.

When do I use this?

When a customer requests that their personal data be erased (right to be forgotten).

What will happen?

All personal data (name, email, phone, etc.) is permanently wiped. The account record remains but is no longer linked to any identifiable person.
:::

Prerequisites

A support session must be active for the customer
The customer must not have an active subscription

Steps

Step 1: Open the Anonymize User action

From the customer profile, click the Anonymize User quick action.

Step 2: Review subscription status

The dialog checks for active subscriptions:

🟢 No active subscription → You may proceed. A comments field is shown.
🔴 Active subscription detected → The anonymize button is disabled. The subscription end date is displayed. You must cancel the subscription first.

Step 3: Enter a reason

Type the reason for anonymization in the required comments field (e.g., "GDPR erasure request, ticket #12345").

Step 4: Confirm

Click the Confirm button to execute the anonymization.

Expected Behavior

On success: a confirmation message appears, the dialog closes, and the profile re-fetches — which will show a "User not found" state since the data is gone.
An audit log entry is created with your comments.

Edge Cases / Notes

Blocked by active subscription: If the customer has an active subscription, the action is blocked entirely. Cancel the subscription first, then retry.
This is permanent: There is no undo. Make sure you have confirmed the request through proper channels before proceeding.

Flow

If Something Goes Wrong

Anonymize button disabled? → The customer has an active subscription. Cancel it first via Cancel or revert subscription.
Error after clicking Confirm? → A server-side error occurred. Check the error message and retry.
Profile shows "User not found" after success? → This is expected. The data has been permanently removed.

Deactivate an account
Cancel or revert a subscription
View audit logs