Delete your account

How to permanently delete your MatchReel account and the data attached to it.

Delete it yourself

In the MatchReel app (iOS or Android):

1. Open the Profile tab.
2. Scroll to Delete account.
3. Confirm. We e-mail a single-use confirmation link to the address on your account; nothing is deleted until you open it and press the confirm button. Then the deletion starts at once.

In a web browser:

1. Sign in at matchreel.com.au/settings.
2. Go to Delete account at the bottom of the page.
3. Type your email address, then open the confirmation link we e-mail you and press the confirm button. The deletion starts at once; nothing is deleted until you do.

You do not need the app installed to delete your account, and you cannot delete an account from a paired TV — that is deliberate, because a TV in a clubhouse is a shared screen. The confirmation link works once, expires after 15 minutes and goes only to the address on your account, so somebody who only holds your phone or your signed-in browser cannot delete your account: they would also need your mailbox. If you did not ask for a confirmation e-mail, ignore it and nothing changes.

Or ask us to do it

Email privacy@nasugn.com with the subject “Delete my account”. We reply within 30 days. An e-mail is not proof of who sent it, so we will not delete an account because one asks us to: if you still have the address of the account, we will point you to the steps above (the confirmation link goes to that address and nothing is deleted until you press the button in it). If you have lost access to that address, we ask for evidence of who you are, and two MatchReel administrators have to agree before the account is removed; we cannot promise how long gathering that evidence takes. Either way you are told, in writing, what was done.

What is deleted

• Your account: email address, name, phone number and role.
• Every video you uploaded — including the stored video files themselves, their posters, clips and highlights. If storage cannot remove a file at that moment the confirmation says so, nobody can open it through MatchReel, and we remove it when you write to us.
• Your comments, team chat messages and reactions.
• Your team memberships and invitations.
• Your view history, including the hashed IP records of what you watched.
• Your saved playback positions and the players you follow.
• Your subscription reference. Cancel the subscription itself before deleting.

What is kept, and why

• Teams you created are not deleted — they pass to the club so other members keep their footage. You are removed as the owner.
• Videos other people uploaded stay with them, even if you appear in one. If you or your child appears in a video you want removed, use the request removal link on that video, or email us — that is a separate request and we act on it.
• Child-safety reports and our record of what we did about them are kept for up to 7 years, because we may need them to cooperate with police, a club or a regulator. These are written records, not video.
• Organisation records.A club’s record of who held authority over it (who was appointed, who agreed to a team moving, who approved a change to a children’s safeguarding setting) is kept, because it protects children’s footage. Your account id, name and email address are removed from it and replaced by a random reference chosen when you delete (the same reference throughout that one deletion, so the record still shows who appointed whom). We keep no list that matches the reference to you. What you wrote as free text in those records is removed, except the written reason for a safeguarding decision (a release, a resolution, an approval that was applied), which stays, and so does the written reason an administrator gave for looking at where a video came from or for setting the team it belongs to (your id is replaced in those two audits too). The note on a consent you recorded for a child stays exactly as written, because a consent record is never rewritten (the link to you is removed).Not removed:some of those records hold a one-way code of the mailbox an account used, so that two accounts sharing one mailbox can be recognised; it is not your address, but someone who already knows your address could check it against the code. If you were the last confirmed admin of a club, deleting your account does not need a successor: the club’s moves and sharing changes are paused until a new admin is appointed.
• Addresses typed into invitations and requests. An invitation to watch a video, a team invitation that was never accepted, a player tag and a takedown request each hold the address somebody typed. If that address is exactly the address of your account (we compare the mailbox, so capital letters, a +tag or the dots of a Gmail address do not make it a different one), it is removed when you delete your account: the invitation, tag or request stays without your address, and a pending team invitation to it is deleted. Other people’s addresses in those records are not yours and stay. We do not control the e-mail service that delivers our messages; it keeps its own delivery record of what it sent to your address. Email privacy@nasugn.com if you want a different address of yours looked at.
• Records we are legally required to keep, such as billing records for tax purposes.

Deleting a child from a roster

A child on a team roster does not have an account. To remove a child’s details, ask the team’s coach to remove them from the roster, or email privacy@nasugn.com. To have footage of a child taken down, use request removal on the video or contact us — we do not require you to hold an account to make that request.

How long it takes

Once you confirm from your e-mail, your account is closed at once (nobody can sign in to it) and the deletion runs straight away. Stored video files are removed as part of the same request. It normally completes within a minute; if our systems are busy the last part finishes by itself and always within 24 hours, and we e-mail you when it is done. Backups are cycled out within 35 days. Match footage that is not deleted sooner is removed automatically after 24 months under our retention policy.

MatchReel is operated by Nasugn Pty Ltd (ABN 23 699 435 366), Melbourne, Australia. Questions: privacy@nasugn.com.