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How to delete customers

Learn how to delete customer data from DoubleTick — one contact at a time, in bulk, for a filtered segment, or your entire account — plus how to do it through the public API.

Managing customer data responsibly matters for every business. DoubleTick's Delete Customer Data feature lets you remove customer information in a secure, controlled way — from inside the app or through the public API.

What's covered

Who can delete customer data?

Not everyone on your team can delete customer data — it depends on the role and permissions assigned to them.

  • The account owner has full access and can delete customers, including all data.

  • Users with owner-level access can also perform deletion actions.

  • If you've created custom roles, only users explicitly given the Delete Customer permission can delete data — see How to set permissions for custom organization role to configure this.

  • Team members without this permission won't see or be able to use the delete option at all.

Which customers do you want to delete?

Before you start, it helps to be clear on scope — do you want to delete all your customers, or only the customers in a particular segment or broadcast list? If it's a specific segment, go to the Customers tab and open that segment — it'll be named after the broadcast list it belongs to. From there:

  • Click the checkbox to the left of the Name column header to select all customers in that segment, or

  • Manually select only the specific customers you want to remove.

Once you've made your selection, click Delete. If you haven't set up segments yet, see how to create customer segments first.

Ways to delete customers

DoubleTick gives you five ways to delete customer data, depending on what you need:

Individual contact deletion: Use this when you want to delete a single customer. Go to the Customers tab and search for the contact you want to delete. Select the contact and click Delete to remove it.

Deleting customers from a segment or broadcast list: If you want to delete customers from a specific segment or broadcast list, open the relevant segment from the Customers tab. Select the customers you want to delete, or click the checkbox on the left side of the list to select all customers in that segment. Then, click Delete.

Delete all customer data: Use this option when you want to permanently delete all customer data from your DoubleTick account. In the Customers tab, click Delete All in the top-right corner. Enter the OTP sent to the account owner's registered phone number to confirm the deletion. Once verified, the deletion will be processed, and you'll receive a confirmation message through email and WhatsApp.

Deleting customers using the public API

You can also delete customers programmatically, without needing internal UI access — useful if you're managing customer data from your own systems.

  • The endpoint is DELETE /customer. It accepts a phoneNumbers array (max 10 per request) and queues them for deletion — it runs through the same underlying deletion pipeline used inside the app, so behaviour stays consistent either way.

  • If any of the numbers you send don't match a customer in your org, the response tells you exactly which ones in notFoundPhoneNumbers — and if none of them matched at all, you'll get a 404.

For the full request and response reference, see the Delete Customer API documentation. You'll need an API key to call it — see How to Create and Manage Your API Key in DoubleTick if you don't have one yet.

Important considerations

Permissions for deletion:

  • Only users with the correct permissions can delete customer data.

  • The in-app deletion methods require permission from the account owner.

  • Permissions can be configured under custom roles and responsibilities.

Irrecoverable action:

  • Once customer data is deleted, it cannot be recovered.

  • Always double-check before confirming deletion.

Security and compliance:

  • The Delete All option is protected with OTP verification.

  • This ensures that only authorized users can perform large-scale deletions.

Key takeaways

  • You can delete customers one at a time, in bulk, by filtered cohort, entirely, or through the public API.

  • Decide your scope first — all customers, or just one segment/broadcast list — before you start.

  • Deleting through the API uses the same pipeline as in-app deletion, so the result is identical either way.

  • API deletion needs the DELETE_CUSTOMER permission and is limited to 200 deletes/day and 30 requests/minute per org.

  • Deletion is permanent and cannot be undone — double-check before confirming.

Frequently asked questions

Who can delete customer data?

Only the account owner, users with owner-level access, or team members explicitly given the Delete Customer permission on a custom role.

Anyone without this permission won't see the delete option at all.

Can I delete customers from just one segment or broadcast list?

Yes. Open that segment from the Customers tab — it's named after the broadcast list — then select all or specific customers and click Delete.

Can I delete customers using the public API instead of the app?

Yes. The DELETE /customer endpoint lets you delete customers by phone number directly from your own systems, without needing internal UI access.

Is customer deletion reversible?

No. Once a customer's data is deleted — whether from the app or the API — it cannot be recovered, so always double-check your selection first.

What happens if I send phone numbers that don't exist in my account to the delete API?

The response tells you exactly which numbers didn't match, in the notFoundPhoneNumbers field. If none of the numbers you sent matched a customer in your org, you'll get a 404 instead.

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