How do I delete my account?

How to delete an Abby Health account

If you want to know how to delete an Abby Health account, message our support team in the app or email support@abbyhealth.com from the email on file. We confirm your identity, deactivate the account, and remove identifiers we are allowed to remove. Some clinical records must be kept for the period set by Australian healthcare law, but they will not be used to contact you, and you can request a copy at any time.

How do I request account deletion?

We do not offer a one-tap delete button, because we have to confirm it is really you and walk through what will be retained. The full process takes a few business days.

1. Open the Abby app and start a chat with our support team. Or email support@abbyhealth.com from the email registered to your account.
2. Let us know you want to close your account and whether you want a copy of your records first.
3. We confirm your identity (matching your registered details) and walk you through what happens next.
4. Once confirmed, we deactivate your sign-in, remove your account from active use, and delete the personal identifiers we are not legally required to keep.

If you change your mind during the process, just tell us — until deletion is finalised, we can roll back.

Why are some records kept after the account is closed?

Australian healthcare providers are required to retain medical records for a minimum period — typically seven years from the date of last entry for adults, and longer for minors and certain clinical contexts. These rules exist to protect patient safety and continuity of care. The Department of Health and state-based health legislation set these retention periods, and Abby Health follows them.

What this means in practice:

• Your clinical record (consultation notes, prescriptions issued, referrals, pathology requests) is held in a secure archive for the legally required period.
• Your account profile (login email, password, app preferences, marketing settings) is removed.
• Your contact details are removed from active use, so we cannot use them to message you.

If your record is ever requested by another clinician you nominate, we can release it under the same rules that apply to any GP record handover.

Will my data still be used for marketing or AI training?

No. Once your account is closed, your details are removed from any active use, including marketing lists. Abby AI, our medical decision-support tool, only ever uses information to assist clinicians at the point of care — it does not "train on you" in the way some patients fear. The Office of the Australian Information Commissioner publishes plain-English guidance on what providers can and cannot do with your data, and we work within those rules. For more, see your data at Abby.

Can I download my records before I delete?

Yes — and we recommend it. Before we close the account, you can request:

• A copy of your consultation notes.
• A list of prescriptions issued through Abby.
• Any referrals or pathology requests still in your file.
• A summary that you (or a new GP) can use as a handover.

Just ask in your initial message and we will send the download links before completing the deletion.

Are there alternatives to deleting my account?

Sometimes patients ask to delete the account when what they actually want is fewer notifications, or a break. A few lighter options:

• Turn off notifications in Profile > Notifications.
• Unsubscribe from emails using the link at the bottom of any Abby email.
• Update your contact preferences via updating your name, email and Medicare info.
• Pause without deleting — your account can sit dormant indefinitely, with no charges or messages.

If you ever want to come back, the door stays open — though if your account has been fully closed, you will sign up fresh and re-enter your details under creating an Abby account.

How Abby can help

If you are leaving because something did not work, we want to know. Message support before you delete and we will try to make it right — that includes anything from a clinician mismatch to a billing question. Our care network of 300+ AHPRA-registered clinicians is available seven days a week. Abby Health internal data, Q1 2026. Visit the Help Centre for any questions before you decide. Abby appointments are bulk billed for eligible patients with a valid Medicare card.