Account, security and privacy

Turn on two-factor authentication (2FA)

Two-factor authentication adds a one-time code from an authenticator app (Google Authenticator, Authy, 1Password or any TOTP app) to your sign-in. It is optional for owners and managers, and available on every plan.

1. Open your Account page and click Set up 2FA.
2. Scan the QR code with your authenticator app.
3. Enter the 6-digit code to confirm.
4. Save the backup (recovery) codes somewhere safe, like your password manager. They're shown only once, and each works once.

Once you turn 2FA on, a code is required at every later sign-in, whatever sign-in method you use. Lost your phone? Use a recovery code, or contact support@nextupwalkin.com.

Reset your password or fix sign-in problems

Forgot your password? Use "Forgot password" on the sign-in page; a reset link is emailed to you and lasts one hour. You can also sign in without a password using an emailed 6-digit code or sign-in link, or with Google or Apple if you set those up.

After 5 wrong passwords or 2FA codes, the account locks for 30 minutes for safety. Wait, then try again, or reset your password. Passwords must be at least 10 characters.

Changing your password on the Account page signs you out of all your other devices. If you see sign-in activity you don't recognise, change your password right away and turn on 2FA.

Change your email, name or profile photo

On your Account page you can update your name (shown in the team list and activity log), add or remove a profile photo, and change your email address. Changing your email sends a verification link to the new address; your account keeps using the old address until it's verified. These changes affect only your own login, not your business or other team members.

The Account page is also where you set or change your password (changing it signs out your other devices), turn on two-factor authentication, choose which notifications you get, and opt in to daily or weekly summary emails. If you lose access to an email address that was never verified, contact support@nextupwalkin.com.

How NextUp protects your account and data (security)

• All traffic is encrypted in transit (TLS 1.2 or later, with HSTS).
• Passwords are salted and hashed with PBKDF2; staff PINs, sign-in links and recovery codes are stored only as one-way hashes. Two-factor secrets and queued messages are encrypted at rest.
• Each business's data is isolated: every request is checked against business membership, and another business's data simply returns not found.
• Owner and manager roles are enforced on the server, with an audit trail of sign-ins and changes kept for three years.
• Accounts lock after repeated failed attempts; the shared staff PIN locks for 15 minutes after 20 wrong tries.
• The database is backed up nightly, encrypted, and stored off-server.
• Card payments are handled entirely by Stripe.

NextUp does not have a SOC 2 report, single sign-on, or custom roles. See the Security page for the full list.

Security

What customer information NextUp keeps, and for how long (data retention)

NextUp collects little and deletes on a schedule:

• Customers join with a name. A mobile number and email are optional.
• A customer's mobile number on the live queue is deleted 24 hours after they join, unless they choose Remember me; then it stays on their client record until they opt out or ask to be removed.
• Customer photos are deleted when the visit ends, and never kept longer than 24 hours.
• An open line entry nobody closed out expires after 12 hours.
• Finished visits (name, services, times) are deleted after 400 days (about 13 months).
• Expired sign-in links are deleted after a week.

Public screens like the TV and join page show only a first name and last initial, never a full name or number. NextUp doesn't sell customer data or use customers' numbers for its own marketing.

Privacy policy

A customer asked us to delete their data

Customers can remove their own saved profile from their visit link by choosing Forget me. Their mobile number on the live queue is deleted automatically after 24 hours anyway, unless they had chosen Remember me. Visit history stays on your books so your totals stay accurate, and finished visits are deleted automatically after about 13 months.

The Clients page itself doesn't delete a client record. If a customer needs more removed, or you need help with a data request, email support@nextupwalkin.com. As the business, you're responsible for the customer data you collect through NextUp, and NextUp processes it on your behalf.

Delete a location, your business or your account

• Delete a location: owners only, with Delete location on the location's card on the Locations page. Billing adjusts to the new number of locations.
• Delete your business: an owner can delete the business from the Billing page (Delete business), typing its name to confirm. The subscription is cancelled first, then the business and everything in it (locations, lines, visits, team, branding, catalog and settings) are deleted. This can't be undone.
• Delete your own account: any user can delete their account. If you are the only member of a business, that business is deleted with it; if others are members, make someone else an owner first.

Before deleting, download anything you want to keep (for example the Insights visit export or your catalog CSV). The account deletion page explains the steps.