Updated 8 October 2026. These instructions apply to native My Medical accounts, including test accounts. If you cannot open the native app, use the email request route below. The private browser review uses a separate host-managed identity; contact support if you are unsure which account you have.
My Medical is operated by TRUSTWELL SAFETY LIMITED (Trustwell Safety). You can request deletion without buying a subscription or reinstalling the app.
In the app
Open your account controls, choose Delete my account, read the confirmation and choose Delete account. You must have signed in within the preceding five minutes. If asked to sign in again, sign out, use a fresh email code and retry.
Deletion is complete only when the backend confirms success. If a connection or provider failure prevents completion, retry or contact support. We do not label an unconfirmed request successful. Where connected, subscription-provider account cleanup happens before the app account is removed.
Without the app
Email support@trustwellsafety.co.nz with the subject Delete my My Medical account and identify the email address used for the account. We verify control of the registered address before deleting anything, using a separate confirmation sent to that address. We never ask you to send a password, app sign-in code, payment-card details or health records.
If you no longer control the registered address, explain that without attaching identity documents. We will discuss a proportionate way to verify ownership. We will not delete another person's account based only on a name, forwarded message or request from a different address.
We respond as soon as reasonably practicable, verify account ownership and explain the next steps. Any applicable legal response deadline continues to apply. If verification, a provider issue or a lawful exception causes a delay, we explain the reason and next steps. Do not treat an email request as completed until we confirm the deletion outcome.
What is removed
Successful deletion removes the app account, active sessions, its age-group/country declaration, owned usage/rate counters, submitted AI-response reports and pending account-deletion records. From Android test build 6, choosing account deletion on a phone first deletes that account’s encrypted local journal, even if the subsequent server request fails. In versions with the medical library, account deletion on that phone also clears its encrypted saved report files, notes and health history before the server request. These local deletions cannot be undone even if the server request fails. Local journals and libraries on other devices are not remotely erased; clear those separately. Earlier builds retain session-only notes. The deleted account can no longer use its existing sign-in session.
Original photos/files on your device, your own backups and store transaction records are not deleted by this action. Past AI processing cannot be retracted. Security, support, legal and provider records may remain under the purposes and retention criteria in the privacy notice. Account deletion is not a promise to erase every provider's records immediately.
Cancel renewal separately
Deleting the account or uninstalling My Medical does not cancel a subscription. Cancel renewal in the store used to purchase if you do not want future charges:
Delete data without deleting your account
Open Journal to delete individual entries or clear the saved journal on that phone. In app versions with the medical library, open Coach → My reports and health history to delete individual saved reports or clear the medical library. Deleting a report does not delete earlier journal answers or source files in Photos or Files. These actions do not delete your account, cancel your subscription or erase local copies on other devices.
To request deletion of submitted AI-response reports or other account-linked information without closing your account, email support@trustwellsafety.co.nz with the subject Delete My Medical data. Identify your account email and the type of information to delete; do not include health content, passwords or sign-in codes. We verify ownership and explain the outcome, including any information that must remain for account operation, security or legal reasons. The provider retention limits described above still apply.
Support does not provide medical or emergency care.
My Medical privacy notice · My Medical terms of use · My Medical support · Delete your My Medical account