---
title: "Data and GDPR · Kaneo"
description: "How your access is protected, and how to export or delete your data."
url: "https://kaneo.ai/en/guides/data-og-gdpr"
content_index: /llms.txt
---

[ All guides](https://kaneo.ai/en/guides)

# Data and GDPR

How your access is protected, and how to export or delete your data.

You own your data. Here you can see how access to your email is protected, and how an administrator exports or deletes the business's data.

## Access to your email

When you connect an inbox, Kaneo stores the access encrypted , both IMAP and SMTP passwords (including Gmail's app password) and access to Microsoft. Kaneo reads new emails to create enquiries and sends your replies. Nothing is deleted from your inbox, and you can disconnect at any time under Opsætning  → Integrationer  → Mail  ("Setup → Integrations → Email").

## Login

Logging in with a password always requires a one-time code. It comes by email, or by text message if you choose that under Min konto  ("My account") in the profile menu. If you change your password, you're logged out on all other devices.

## When your account is paused

If your account is paused because the trial has ended or a payment didn't go through, we don't delete anything. Enquiries, categories and settings are ready when the account opens again.

## Export and delete

This happens in the Farezone  ("Danger zone") at the bottom of Oplysninger  ("Details") under Opsætning  → Virksomhed  ("Setup → Business"). Only administrators can see it. Press Farezone  to expand it.

### Download all data

Press Hent data  ("Download data"). You get enquiries, emails, calls, bookings, contacts and settings in one zip file.

### Reset all enquiries

Press Nulstil…  ("Reset…"). All enquiries are permanently deleted. Sources, categories, team and settings stay.

### Delete the business

Press Slet…  ("Delete…"). The business is deleted with all its data. Logins for colleagues who are only members of your business are deleted. If they're also in another business, they keep their login there.

You confirm by typing the business name. The button only works once the name is entered.

Resetting and deleting can't be undone. Download your data first if you want to keep it. If you delete the business, the subscriptions stop the same day. Minutes used in the period are billed, and nothing is refunded.

## Delete your own account

There's no button in the app for deleting your own account. An administrator can remove you from the business under Team . If you're not in any other businesses, your account is then deleted. If you're the only administrator, or you want the whole account deleted, write to kontakt@kaneo.dk.

## How long are enquiries kept?

You choose how long enquiries are kept: 6 months, 1, 2, 3 or 5 years, or Slet ikke automatisk  ("Don't delete automatically"). New businesses start at 2 years, and you choose during the setup. An administrator changes it under Opsætning  → Virksomhed  → Oplysninger  → Privatliv  → Slet henvendelser efter  ("Setup → Business → Details → Privacy → Delete enquiries after"), which also shows roughly how many enquiries the next deletion will remove. The change is recorded in the business's log.

The period counts from the last activity , a new email in or out, a note, a message in the internal chat or a change to the case, not from the day the enquiry arrived. Only closed  enquiries are deleted: resolved, archived, in the bin, and spam. Open, starred and important cases are never deleted automatically.

When an enquiry is deleted, its emails, notes, attachments and the internal chat about it go with it. What Neo remembers about a sender is also deleted once the sender hasn't written in the same period and has no enquiries left.

## Recording how the app is used

To make Kaneo and Neo better, we record how the app is used: where people click, which pages they open, and where they get stuck. The recording is anonymised and masked :

- All text on the pages is hidden, so we can't read emails, enquiries, customers, call transcripts, names, email addresses or phone numbers.

- Everything typed into fields is hidden.

- Pages with payment, keys and credentials are never recorded, and neither sound, video nor images are recorded.

- Only Kaneo can see the recordings. They're used only to improve the app and Neo.

Recordings are deleted automatically after 30 days .

You can opt out . An administrator turns it off under Opsætning  → Virksomhed  → Oplysninger  → Privatliv  → Hjælp os med at forbedre Kaneo  ("Setup → Business → Details → Privacy → Help us improve Kaneo"). We then stop recording usage in your business, and existing recordings are deleted straight away.

## Privacy policy

What we process, how long we keep it, and who we work with is described in the [privacy policy](https://kaneo.ai/en/privacy).

[Email and forms](https://kaneo.ai/en/email)[Pricing](https://kaneo.ai/en/pricing)[Ask Neo on support](https://kaneo.ai/en/support)[All guides](https://kaneo.ai/en/guides)