Delete your Moea account

The 7-day window

When you ask us to delete your account, it is scheduled for deletion and permanently deleted 7 days later. To keep it, sign in again before then and choose Keep profile.

If something has to be finished first, such as an agent's upcoming tours with clients or handing over a brokerage, Moea tells you before you delete, and the deletion waits until it is done.

Subscriptions bought through the App Store or Google Play keep renewing until you cancel them in your store account.

What is deleted

Moea deletes your account and the personal data in it, including the files you stored. A file that cannot be deleted right away is retried automatically until it is gone. This includes:

• Your profile, contact details and sign-in details.
• Saved homes, saved searches, watchlists, and your likes and dislikes of homes.
• Notes, photos and documents you uploaded, and their stored files.
• Home Buying Assistance applications and their documents, such as birth or disability records, statements and notes, a child's date of birth, and the automated review of the documents. Payment records are kept, as described below.
• Problem reports and screenshots linked to your account.
• The record of lender websites you opened from Moea.
• Your Daft assistant history.
• For agents, also contacts, email attachments and connected mailboxes.

Location history is not part of the deletion because it never lasts that long: it is removed automatically within 48 hours of being recorded. Problem reports sent from the agent app, or sent without signing in, are not linked to any account, so we cannot find or delete them by account.

What we keep, and why

We keep only the records below. Each is kept because the law or another person's transaction needs it.

Home buyers and other Moea members

• Contracts and transaction documents. Signed purchase agreements and their copies, offers and counteroffers, amendments, closing and proof-of-funds documents, inspection reports, e-signature records, and signed touring and buyer-agent agreements. They are no longer linked to your account. Why: Real estate and tax law require these records, and the other parties to the transaction hold them too.
• Home Buying Assistance payments. If a benefit was applied at a closing or paid out: the program, the amount, the dates and the transaction it belongs to. Applications without a payment are deleted entirely. Why: Accounting and tax records.
• Shared transaction and tour history. Messages and entries inside offers, amendments and tours that other people took part in, with your account removed from them. Why: They are also the other participants' records.
• Billing records. Invoices and payment records at our payment processor. Why: Tax and accounting law.
• Partner program and brokerage applications. An anonymised record of the application: its status and dates, and the partner or brokerage identifiers (an anonymised agent ID, the brokerage's requested web address and MLS office identifier). Names, contact details, license numbers, form answers, brokerage rosters, selfies, application PDFs and proof of authority are deleted with their files, and an application still being reviewed is closed. Why: To show that an application was made and how it was decided.
• A deletion record. The dates and the kinds of data deleted, as counts, with no content and no file names. While a stored file is still being retried, the record holds its storage location until the file is gone. Why: To show that the deletion happened and to finish it.

Agents and brokers

• An anonymous placeholder. Your profile becomes "Deleted agent", with no email, phone, license, brokerage details or password. Why: Offers, tours, listings and transactions point to it.
• Transaction files. Offers, purchase agreements, signed documents and signing records, and the client documents kept for a transaction (engagement agreements, purchase agreements, offer and supporting documents). Why: Brokerages must keep transaction files by law, and clients and other agents share them.
• Listing records. Listings claimed on Moea and the documents attached to them. Where Moea shows a listing's agent, it shows the listing's own MLS agent details instead. Why: Offers, tours and property requests on those listings refer to them.
• Messages with clients and other parties. Your conversations with the people you worked with. Why: They are also the other participants' records.
• Consent and brokerage records. Text message consent records, and brokerage membership, access and departure records. Why: The law requires proof of consent, and the brokerage keeps its own history.
• CRM import audit records. If you took part in importing records from another CRM, such as Follow Up Boss (connecting it, approving, reviewing or cancelling an import, or being matched as a team member in one), the import's audit record keeps your account ID and when each step happened. Why: Each entry in the audit record is sealed to the one before it, so it can prove that an import was authorized and complete. Removing an entry would break that proof.
• Partner program and brokerage applications. An anonymised record of the application: its status and dates, and the partner or brokerage identifiers (an anonymised agent ID, the brokerage's requested web address and MLS office identifier). Names, contact details, license numbers, form answers, brokerage rosters, selfies, application PDFs and proof of authority are deleted with their files, and an application still being reviewed is closed. An application that another live account of yours still holds stays with that account. Why: To show that an application was made and how it was decided.
• Billing records. Invoices and payment records at our payment processor. Why: Tax and accounting law.

Deleted information can remain in backup copies for a limited time, until those copies are replaced.