Deleting your account & data

What this is#

If you'd like us to permanently delete your account and personal data, we can do that on request. This is different from an account being closed (see below).

Before you request#

So we can delete your account cleanly, it needs to be wound down first:

• No unpaid invoices. Any outstanding bills must be settled.
• No active or suspended services. Submit a cancellation request for each active or suspended service first (from your Services area). Once everything is cancelled and there's nothing outstanding, we can proceed.

How to request it#

There's no self-service button for this. It's deliberate, since deletion can't be undone. Sign in to your account first, then open a support ticket and ask us to delete your account and data. Being signed in confirms the request is really coming from you; we'll then confirm and take care of it.

If you can't sign in, see I can't sign in to regain access first, or open a ticket anyway and we'll verify your identity another way before deleting anything.

What deletion does#

• It's permanent and irreversible. Your personal data is removed, not just hidden.
• We can only delete an account that's already wound down, with no unpaid invoices and no active or suspended services (see Before you request above).

Deleted vs closed#

• Closed: the account can no longer sign in, but your records are retained (for example after a risk review; see Account closed). It can potentially be reopened.
• Deleted: your data is erased and the account can't be restored.

Your privacy rights#

Depending on where you live, privacy laws such as the EU/UK GDPR or California's CCPA/CPRA give you the right to request deletion of your personal data. We honor these requests; just open a ticket as above and let us know.

Still need help?#

Sign in and open a support ticket. So we can action it on the first reply, it's worth mentioning:

• that you're requesting account/data deletion (and that you understand it's permanent),
• confirmation that your services are cancelled and there are no unpaid invoices.

(If signing in isn't possible, open a ticket anyway and we'll verify your identity before deleting anything.) We'll never ask for your password.

Related questions#

• "How do I delete my account?"
• "How do I get my personal data removed (GDPR / CCPA)?"
• "Is deleting my account the same as closing it?"
• "Can a deleted account be restored?"
• "What do I need to do before you can delete my account?"