Warning: The services listed below are not intended to remove visitors or accounts for regulatory (GDPR, CCPA, or similar) compliance or inadvertent exposure of PII. If you need data removed for regulatory compliance or PII reasons please contact technical support.
All of the options listed below require that you have stopped sending in the incorrect data to Pendo via your installation snippet. If you need guidance on updating your snippet in order to prepare for one of the options below please contact technical support.
Overview
If you find that some of the data you have passed to Pendo is incorrect, misformatted, or otherwise is in need of deletion or manipulation that you cannot achieve directly through the Pendo application, we have several paid offerings that can be scoped and quoted through our professional services team.
Below you will find an overview of the most common data manipulation services that we are able to provide. Once you are ready to have your deletion or migration project scoped please reach out to services@pendo.io to begin the scoping and quoting process.
Bulk Visitor or Account Deletions
The bulk deletion of visitors or accounts is a permanent deletion of the visitor/account ID and all events that were associated with that visitor or account. Once completed it cannot be undone. If you are looking for other ways to remove the data from those visitors or accounts from being viewed within Pendo (without fully deleting them) please take a look at our options for excluding data from Pendo via the Exclude and Include list. If you are ready to have your data deletion scoped, please reach out to services@pendo.io.
Note: This service is intended to be used if you have more than 500 visitor or account IDs that you would like to be deleted. If you have fewer than 500 visitors or accounts that you would like deleted, please contact technical support to explore what other options might be available.
Merging Visitor or Account IDs
If you change what is passed to Pendo as the ID for either visitors or accounts, a new visitor or account will be created. The new visitor or account history is completely separate from the old visitor or account history, making it difficult to track a single visitor or account history over time that spans between the old and new versions.
If you have changed the IDs that you are passing to Pendo, it may be worth considering having Pendo merge the histories between the old and new accounts. This process will take all of the events that were associated with the old ID and reassociate those events to the updated ID, allowing you to view the complete history of a visitor or account more easily.
In order to be able to merge the histories, there must be a 1-to-1 mapping created between the 'old' IDs and the 'new' IDs. If you are ready to have your ID merge project scoped, please reach out to services@pendo.io.
Multi-App Migration
If you currently have Pendo data for separate applications spread across multiple Pendo subscriptions and are looking to consolidate them into one Multi-App subscription please reach out to services@pendo.io so that we can discuss your options for migrating those applications into one subscription.
Bulk Metadata Deletion
Have you passed metadata to Pendo that you would like to have fully deleted from all of your Pendo events? As long as you have updated your metadata snippet to stop sending that field - we can permanently delete the metadata that was sent. Please reach out to services@pendo.io to begin the scoping process.
Note: If you just need to remove the metadata field from appearing in the Pendo UI you can simply remove that field via the data mappings page. More information can be found in your Visitor and Account Metadata support article
Bulk Event Property Deletion
Have you passed event properties to Pendo via Track Events or Click Event Properties that you would like to have fully deleted from your Pendo data? As long as you have updated the Track Event or Click Event Property stop sending that field data, we can permanently delete the metadata that was sent. Please reach out to services@pendo.io to begin the scoping process.