Delete your eSiMAZE account

How it works

1. Sign in to the account you want to delete. For your security, we ask for a recent sign-in.
2. Confirm your request. We record it straight away, show its status on this page and email you a receipt.
3. A member of our support team reviews it. If an order, top-up or refund is still in progress, we finish or resolve it first so you are not left without a service or money you are owed.
4. We then close your account: your sign-in is switched off, the personal data we do not need to keep is removed, and your sign-in account is deleted. We email you when it is finished.

We aim to finish within one calendar month of receiving your request. If your request is complex, or we have received several from you, we may take up to two months longer, and if so we tell you why within the first month. If we cannot delete your account, for example because of a legal obligation or a claim, we tell you why and that you can complain to a relevant data protection authority. Your account stays open, and nothing is deleted, until closing starts. You can withdraw your request on this page until then.

What we delete

• Your sign-in account, including your email, password login and your Google or Apple sign-in link.
• Your profile details, such as your name.
• Your support requests and our replies, and the copies of their text held in our email records.
• The installation details stored with your orders (QR codes, activation codes and similar), so an eSIM cannot be reinstalled afterwards.
• Your name and email address on the payment, refund and order records we keep. They are replaced with a placeholder.

What we keep, and why

We keep some records because we must, or because they protect you and us. They no longer carry your name or email address, but a reference number links them to each other, so they are not anonymous. We keep:

• payment and refund records (amounts, dates, order and payment references, status), to meet accounting and tax record-keeping obligations and to handle refunds, chargebacks and disputes;
• eSIM order, delivery and lifecycle records, including the eSIM's identifier (ICCID), which our connectivity partner and our dispute handling rely on;
• records that stop a payment, an eSIM order or an email from being processed twice, and security and audit records, including a record that your request was received and carried out;
• anything we are legally required, or have a lawful reason, to keep for a dispute, claim or investigation.

Our payment provider, our eSIM partner and our email provider keep their own records under their own policies. Copies of our database in backups are not used and are overwritten as the backups expire. Our Privacy Policy explains this in full.

Before you delete

• An eSIM already installed on your phone is not removed by deleting your account and keeps working until its package ends, but you will no longer be able to view, reinstall or top it up, and we cannot help you with it through your account.
• Save any installation details you still need before you continue.
• Deleting your account does not refund unused packages. If you think you are owed a refund, ask before deleting; see our Refund Policy.
• If you bought as a guest without an account, deleting an account does not delete those purchases. To ask us about a guest purchase, contact us and we will verify it is yours first.

Can't sign in?

• Forgotten your password? Reset it (the link goes to your account email address) and then come back to this page.
• If you created your account with Google, sign in with Continue with Google. If you created it with Apple, sign in with Continue with Apple.
• If you cannot get into your account at all, email support@esimaze.com. We will not delete an account because of an email alone: we first verify that you are the account holder, by asking you to prove it in a way an impostor could not, for example by confirming details of an order that we hold. We reply within one calendar month. If we cannot verify you, we tell you why and what else we can accept.