Before you start
A deletion request cannot be processed while you have a partially paid Invoice, a payment still being activated, or a refund or refund request in progress. The member area lists anything that blocks the request under "You can't delete your account yet". Resolve those first.
How to request deletion
Open the Profile page and select Delete Account. The flow has three steps:
Review: read what happens when your account is deleted.
Confirm: enter the 6-digit code we send to your account email and type DELETE.
Complete: your deletion is scheduled.
You can also email [email protected]. In that case we first verify that the account is yours and may ask for identity documents (Terms of Service, Section 18.1).
What happens next
Your account is locked straight away: your session ends and you cannot sign in. We email you the permanent deletion date.
The account is deleted permanently no earlier than 30 days after we accept the request and complete verification. Until then you can ask [email protected] to cancel, and the account is restored as it was.
Remaining paid plan time is forfeited and not refunded, and unpaid Invoices are cancelled.
What is deleted and what is kept
On permanent deletion, your profile photo and profile details are deleted. Invoice and transaction records are kept for up to 10 years for bookkeeping and tax. Your email address and username are kept only as a reference and cannot be used to sign up again. Consent records and documents sent to verify a deletion request are kept for up to 10 years (Privacy Policy, Section 8).