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Managing a User Profile Removal Request

Learn how to respond when a user requests the removal of their profile from your organisation, including how to export their data, remove their profile, and understand what happens next.

Updated yesterday

Keywords: User Removal; Data Deletion

Overview

From time to time, users may request that their personal profile be removed from Better Impact systems. When this happens, administrators of any organisations associated with that user are notified and asked to take action.

Users cannot request full profile removal directly through administrators. All removal requests must be submitted through Better Impact Support.

This article outlines what the request means, what steps you need to take, and what will happen if no action is taken.

📌 Tip for administrators: Use the Table of Contents on the right to quickly jump to the section you need.

If a volunteer or user asks you to delete their profile, it’s important to follow the correct process.

Full profile removal and anonymisation are handled centrally by Better Impact to ensure compliance with data protection regulations.

If a User Requests Removal Directly from You

If a user contacts you asking for their profile to be deleted:

  • Direct them to email Better Impact Support

  • They must send the request from the email address associated with their profile

  • This ensures their identity can be verified securely

You will receive a notification when:

  • A user has formally requested profile removal through Better Impact

  • Their identity has been verified

  • Action is now required from each organisation they are associated with

What You Need to Do

You can search by the volunteer by using the quick search bar on the top right or by going to People > Search.

Search using the Search Bar

  1. In the search bar, click the Field icon

  2. Select User ID from the available options

  3. Enter the user’s ID number

  4. Press Enter to open the profile

Instead of using the icon:

  • Type 'id:' followed by the user ID

  • Press Enter

Example:
id:123456

Search using People > Search

  1. Navigate to People > Search

  2. Select all Statuses

  3. For multiple statuses, choose either:

    • Any of the selected modules and any of the selected statuses

  4. Click [Add Search Criteria]

    1. From the available options, select:
      ​Contact Information > User ID

    2. Enter the user’s ID in the dedicated field

    3. Click [Add and Go] to apply the criteria

  5. (Optional) Apply additional filters if needed (e.g., communication or group filters)

  6. Click [Search] to run the search

You have two main responsibilities:

1. Export the User’s Data (Optional but Recommended)

Before removing the profile, you may wish to retain a record for internal or compliance purposes.

How to Run a Personal Profile Raw Data report

  1. Go to Reports > General Reports > Personal Profile Raw Data.

  2. Click on the [Report on Everyone] button at the top left of the page, or select the desired profiles

    • Click the [Add Search Criteria] button to add additional options to your search, or click the [Search] button to run your search

  3. Select the “Columns to Include” from the following categories:

    • Basic Columns

    • Custom Fields

    • Qualifications

    • General Interests

    • Committees

    • General Availability

  4. Optional: Check the box to include all HoursLogged

    • Optional: include the date of the volunteer’s most recent hours entry

    • Optional: filter for a specific date range and/or Activity Category

  5. Select desired options for Other Settings:

    • Include background checks (Enterprise edition only)

    • Include last login date

    • Select the desired File Format (XLSX, XLS, CSV, TXT)

  6. Optional: Click [Save This Report], to name and save your report for future use

    • Name the search (200 characters maximum)

    • Optional: Enter a Description

    • Click the [Save] button

  7. Click either the [View Profiles] button to see it on screen, or the [Export Profiles] button to export the file

Important

It isn’t possible to report on file-type or signed documents Custom Fields to see who has an attachment or who has signed.

To view this information, you’ll need to add the appropriate Custom Field as a search criteria in a search from People > Search to generate a list of names, or use it within a report page to filter your results and gather more details about those volunteers.

Note

The Enterprise Personal Profile Raw Data report will ignore start dates if the profile has a status of “Archived – Didn’t Start” or “Archived – Rejected”, and provide information based upon profile associations only presumed to have been started.
​
​Example: “Volunteer A” is “Accepted” in Sub-account 1 with a date joined of 03/01/2021; and “Archived – Didn’t Start” in Sub-account 2 with a date joined of 04/13/2019, then all of the calculations based upon the date joined will be based upon 03/01/2021.

____________________________________

2. Remove the User’s Profile

You must remove the user from your organisation’s account.

  • This step is required to complete the removal process

  • Once completed, the action cannot be undone

How to Remove a User Profile

Important

Removing a user profile is final and cannot be undone.

If you remove someone from the last module (Client, Donor, Member or Volunteer) of which they are a member, by default they are removed completely from your organization. This means that there is no longer a connection between your Better Impact account and this user's profile. The removed user's profile will still exist within Better Impact's system.

For Volunteers: The hours will remain for reporting purposes only.

For Donors: The recorded donations will remain for reporting purposes only.

Before removing a Donor be sure to cancel any active recurring donation subscriptions. You will not be able to remove a Donor if they have an active subscription.

Since this is a very final action, it has been placed in its own interface to avoid accidental removal of a user profile. Depending on the circumstance, you might want to consider archiving the profile instead.

As a general rule, the following information will remain:

  • Email History

  • Text Message History

  • Hours and Feedback Records

  • Note Log Entries

Remove/Delete One User

  1. Go to People, then click on “Remove Volunteers” (or Remove Donors, Client, Members) found in the sidebar under Volunteers

  2. Search for the volunteer you would like to remove

    1. Add a Search Criteria

    2. Select Contact Information

    3. Enter the UserID on the dedicated field

    4. Click Add and Go

  3. Mouse over the Options icon beside the volunteer

  4. Click on “Remove”

  5. Click the [Remove] button to confirm

What Happens If No Action Is Taken

If no response or action is taken within 10 working days:

  • Better Impact will proceed with removing the user from your organisation

  • The user’s personal data will be anonymised

Impact on Your Data

Once the profile is removed and anonymised:

  • Personal details (name, email, contact information) are permanently removed

  • Recorded hours and/or donations remain for reporting purposes

  • The data is no longer linked to an identifiable individual

If You Cannot Comply Immediately

If your organisation has a data retention policy that prevents immediate deletion:

  • Respond to the original email as soon as possible

  • Better Impact will coordinate directly with the user

Important Notes

  • This process is required for compliance with data protection regulations

  • Administrators should not attempt to bypass or replace this process

  • Once anonymisation is completed, personal data cannot be recovered

Related Articles
User Profile Dashboard Settings
October 2022 – 4x.5 Update
Comprehensive Guide to User Profiles
Comprehensive Guide to Administrator Profiles
How to Navigate the Admin Home Page
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