Data Deletion

Disconnect an Instagram account

A workspace owner or admin can open Settings, then Accounts, choose the account and select Disconnect. This takes effect at once: the stored Instagram access token is deleted, CueDM stops receiving the account’s comments and messages, and its automations stop.

The rest is kept for 30 days, so that reconnecting the same account brings it back as it was. After 30 days it is deleted automatically:

• the account details;
• the account’s automations and their tracked links;
• its DM delivery log, link clicks and broadcasts;
• the contacts collected through it on Instagram, and the name CueDM kept for each of them.

To delete it sooner, open the disconnected account in Settings and select Delete now. The bio page, and the people who signed up through its forms, belong to the brand rather than to the Instagram account, so they stay until you delete them or the workspace.

Disconnect a Facebook Page or Threads profile

A workspace owner or admin can disconnect a Page or Threads profile in Settings. This takes effect at once: its stored access token is deleted and CueDM can no longer publish to it. The Page or profile details, and the posts you scheduled or published through it, stay in your workspace so a reconnect brings them back; they are deleted when you delete the workspace, or when you email support@cuedm.com and ask us to delete them sooner. Posts already published stay on Facebook and Threads: delete those there.

You can also end CueDM’s access from the other side: in Facebook, open Settings, then Business Integrations, and remove CueDM; in Threads, open Settings, then Account, then Website permissions, and remove CueDM. As with Instagram, that does not by itself delete what CueDM already stored, so disconnect in CueDM or email us as well.

Remove CueDM in Instagram

You can also end CueDM’s access from Instagram itself: in the Instagram app, open Settings and activity, then Website permissions, then Apps and websites, and remove CueDM. From then on CueDM can no longer read comments or send messages for that account. Removing the app there does not by itself delete what CueDM already stored, so disconnect the account in CueDM as well, or email us as described below and we will delete it for you.

Delete a workspace

The workspace owner can open Settings, then General, and select Delete workspace under Danger zone. Two things come first: cancel any paid plan in Billing, and have another workspace to move to, because the one you are signed in to cannot be your only one. To delete your last workspace, delete your account instead (below).

Deleting a workspace takes effect at once and permanently removes every connected Instagram account, Facebook Page and Threads profile and everything listed above for each, plus its bio pages with their form signups and click counts, saved replies, themes, API keys, outgoing webhooks, members, invitations and audit log.

Delete your CueDM account

To delete your account and every workspace you own, email support@cuedm.com from the address you sign in with. Say which workspaces to delete, and cancel any paid plan first or ask us to. We confirm the request came from you, delete the account within 30 days, and reply when it is done.

If you commented or messaged a CueDM customer

If you commented on, messaged or filled in a form for a business that uses CueDM, that business decides what happens to your data, so ask them first. If you cannot reach them, email support@cuedm.com with your Instagram username or the email you used and the account or page involved, and we will remove it or pass the request on.

What stays, and for how long

• Raw webhook payloads from Instagram are kept for 90 days and operational logs for 30 days, then deleted automatically, even after the workspace they came from is gone.
• Database backups are taken hourly and kept for 7 days on our server and 30 days in Cloudflare R2. Deleted data therefore disappears from every backup within 30 days, and is never restored into the live service except to recover from a failure.
• Billing records stay with Stripe and its merchant of record, and with us, for as long as UK tax law requires, usually six years.

The Privacy Policy sets out everything we collect and the rights you have over it.