Runbook: Android Account-Deletion Link Broken

Use this runbook when Google Play Console flags the in-app account-deletion link as inoperable, or when a teammate reports the deletion flow is broken on Android.

Play Store removal risk

Google can remove the app from the Play Store if a required compliance link stays inoperable. Treat any Play Console notice for the account-deletion link as company-wide priority and page immediately.

Datadog Resources

  • Monitor: N/A — incidents are reported by Google Play Console or internal intake.

  • Logs: Account-deletion logs

  • APM: N/A

Symptoms

  • Google Play Console shows a policy notice that the in-app account-deletion link is inoperable.

  • The in-app account-deletion entry point fails to open or routes to a broken page.

  • The MX team or intake (typically Josh S.) forwards a Google notice or user report.

Likely Causes

  1. A recent Flutter release changed the destination URL or the in-app action that backs the account-deletion entry point.

  2. The Zendesk FAQ page that backs the link was unpublished, renamed, or moved.

  3. A Flutter router or deeplink change broke the in-app navigation to the deletion flow.

Diagnosis

  1. Open the latest Play Console notice and capture the URL Google is flagging.

  2. Open the same URL in a browser and on an Android device to confirm the failure mode.

  3. Confirm the backing Zendesk FAQ page is published and reachable at the documented URL.

  4. Review recent floatme-flutter commits that touch the account-deletion entry point or its router config.

  5. Confirm with legal or the MX team that the documented flow still satisfies fintech data-retention requirements.

Do not delete account data on demand

As a fintech, FloatMe must retain account data for the period required by law. The account-deletion entry point surfaces the request flow; it does not perform a hard delete. Any fix must preserve this behavior.

Mitigation / Resolution

  1. Ensure the Zendesk FAQ describing the account-deletion request flow is published and the URL is stable.

  2. Update the in-app entry point to route to the Zendesk FAQ if the prior destination is gone.

  3. Bundle the fix into the active mobile hotfix so a separate release is not required.

  4. Reply to the Play Console notice with the corrected link and a short description of the request flow.

Escalation

  1. Open an incident huddle and pull in executives from Engineering, Product, and MX — see Open an incident huddle.

  2. Pull in the mobile consultants (Daniel and Kyler) for app-side changes.

  3. Notify intake (Josh S.) and MX (Emily M.) once a fix and ETA are in place.

  4. If the Play Console deadline is tight, escalate to the engineering on-call manager to prioritize the hotfix above other work.