Understanding GDPR privacy request delays in Adobe Experience Platform

Last update: January 3, 2025

This article addresses the issue of delays in processing GDPR privacy requests for deleting campaign data within Adobe Experience Platform (AEP). It provides detailed steps to manage and monitor such requests effectively, ensuring compliance with privacy regulations and minimizing the risk of missing critical deadlines.

Description

Environment

Adobe Experience Platform

Issue/Symptoms

When processing GDPR privacy requests for deleting campaign data submitted through the privacy portal, you may observe longer-than-expected processing times. For example, a request might remain in the “Processing” state for over three days, potentially affecting your ability to meet critical deadlines.

Resolution

  • Understand that request processing times can vary based on system load and data complexity. As per Adobe documentation, the completion timeframe for privacy jobs can range from 15 to 45 days. Plan submissions well in advance to accommodate potential delays and ensure you meet compliance deadlines.
  • Use the Privacy Service API to monitor job status more precisely. The API often provides more detailed information than the Adobe Experience Platform (AEP) UI, helping you better track progress.
  • For urgent concerns or requests delayed beyond the expected timeframe, contact Adobe Customer Support for assistance.
  • Ensure notification settings are configured correctly to receive timely updates on job completion.