Delete your account

You can delete your Latch account at any time. The fastest way is inside the app. This page walks you through it and explains what happens to your data afterwards.

How to delete (in-app)

iOS app

  1. Open the Latch app and sign in.
  2. Tap Profile in the bottom navigation.
  3. Tap Settings.
  4. Scroll to the bottom and tap Delete Account.
  5. Confirm by typing your email and tapping Delete.

Android app

  1. Open the Latch app and sign in.
  2. Tap Profile in the bottom navigation.
  3. Tap Settings.
  4. Scroll to the bottom and tap Delete Account.
  5. Confirm by typing your email and tapping Delete.

Website

  1. Sign in at www.latch-hq.com/login.
  2. Open Profile from the top right menu.
  3. Tap Settings, then Delete Account.
  4. Confirm by typing your email and clicking Delete.

What gets deleted

When you confirm deletion, we remove the following from our production systems within 30 days:

  • Your name, email, phone number, and unit assignment.
  • Your profile photo and emergency contacts.
  • Push notification tokens (no further notifications will be sent to your devices).
  • Personal preferences (notification settings, theme).
  • Saved payment method references.

Backups are purged on the next scheduled rotation, generally within 90 days.

What we have to keep

Some information is retained in anonymised form because the strata corporation, an audit, or a regulator may require it. After deletion, your name and email are replaced with a placeholder (e.g. “Former Resident”) but the underlying records remain:

  • Financial records. Strata fee payments, amenity booking receipts, and move-in deposits are retained for up to seven years for accounting and audit (a Canadian tax law requirement).
  • Strata operations history. Service requests, work orders, infractions, and access events are retained as long as the strata corporation needs them, with your personal identifiers redacted.
  • Notices you sent.If you were a manager or concierge who posted notices, the notice text remains visible to residents (it is shared content, not personal data) but the author shows as “Former Staff Member.”

Special cases

You are the only manager on a building. The building must have at least one active manager. The app will ask you to invite a replacement manager before allowing deletion, or transfer ownership to the strata council president.

You have an open service request or work order. Pending items are reassigned to your property manager. They will not be deleted because the strata may need them.

You have an open booking with a refundable deposit. Cancel or complete the booking before deleting the account. Deposits are refunded through the payment method on file; if the account is already deleted we issue an e-transfer to the email address we last had on record.

You change your mind. Once deletion is confirmed, the action cannot be reversed. To continue using Latch in the same building, you would have to ask your property manager to invite you again as a new account.

Need help, or cannot access the app?

If you cannot sign in to delete from inside the app (lost device, forgotten password, account locked) email us from the address associated with the account at hello@latch-hq.com and we will verify your identity and process the deletion within two business days. For privacy questions specifically, write to privacy@latch-hq.com.