You can use the API endpoint to delete accounts and visitors without contacting Pendo Support. You can also choose to contact Pendo Support to process the request on your behalf.
We process requests to delete accounts and visitors in batches, and it can take up to 21 days to meet General Data Protection Regulation (GDPR) compliance requirements.
Prerequisites
You must have API access enabled. If API access isn't enabled and is part of your current contract, contact your Pendo account representative to enable the feature.
You must also have a Pendo integration key. For instructions on generating an integration key, see the Pendo Integration Key article.
How it works
When you submit a bulk-delete request, we take the Visitor or Account IDs and delete all events associated with those visitors or accounts. You might see the Visitor or Account IDs in Pendo until the deletion is complete.
To ensure we don't collect any more data from these visitors or accounts, we mark them as Do Not Process (DNP) at the same time as the bulk-deletion request is initiated. To accomplish this, we retain the IDs for those visitors or accounts. If you also need the Visitor or Account IDs removed, contact Pendo Support.
Each batch request can delete up to 500 visitors or accounts. The deletion doesn't take place in real time. Instead, the request is placed in a queue and processed in bulk with other deletion requests. If you make this call more than once for each second, there's a significant likelihood of returning errors.
After a batch request is submitted, you can check its status using GET. You can do this on a single request or multiple requests, as listed in the API documentation.
To see all visitors and accounts that are currently marked as DNP for your Pendo subscription, follow the instructions in Retrieve DNP records in the Opt out of tracking with DNP article. To remove a visitor or account that's been bulk-deleted from the DNP list, follow the instructions in Turn off DNP using the metadata endpoint in the Opt out of tracking with DNP article.
API endpoints
The URL used to access the Pendo API corresponds to the region and web address that you use when signing in to Pendo. Those URLs are:
- https://app.pendo.io
- https://app.eu.pendo.io
- https://us1.app.pendo.io
- https://app.jpn.pendo.io
For more information, see our API documentation.
Resources
For more information about GPDR rights and the Pendo API, see the GDPR article and API documentation. You can also visit our Pendo Academy for our training video on API setup.