Delete your account.

If you are a subscriber, your FyberPay account was created by your internet provider, not by FyberPay. They hold your account and they can delete it directly, which is the fastest route.

FyberPay processes your data on your provider's instructions. We will still act on a request sent to us, and we will tell your provider we have done so.

Either route works.

• Ask your internet provider to delete your account. They can do it from their FyberPay admin.
• Or email [email protected] from the email address on the account, or tell us the phone number on the account, so we can find it and confirm it is yours.

There is no delete button inside the app. That is deliberate: an account here is attached to a billing relationship with your provider, and closing it is something they need to know about rather than something that should happen silently on a phone.

We respond within 30 days. In practice it is usually the same working week.

Your personal details are erased or anonymised:

• Name, email address, phone number and physical address.
• The coordinates of the premises, where your provider recorded them.
• Support tickets and messages you sent through the app.
• Your login, so the account can no longer be signed into.
• Connection identifiers tied to you, such as a PPPoE username and the router or device assigned to you.

Crash reports are deleted automatically after 30 days whether or not you ask, and they never carry your name, email, phone number or anything shown on screen.

Invoices, payments and ledger entries are not erased. They are retained in anonymised form, with the link between those records and you removed.

Two reasons, and both are real. An invoice and a payment are accounting records your provider is legally required to keep. And an unpaid balance does not stop existing because an account was closed.

These anonymised records are kept for as long as Kenyan tax and accounting law requires, which is longer than the account itself may last. After that they are deleted on the same schedule as the rest of your provider's accounting records.

If you owe money

Deleting your personal details does not cancel an outstanding balance. Settle it with your provider first, or the request will stall while they come back to you about it.

Your organisation's account is different. Deleting it removes your staff logins, your organisation record and your platform settings, and ends your use of FyberPay.

Your subscribers' data is yours, not ours, so tell us what you want done with it: exported to you, or deleted. We will not delete a subscriber base on the strength of a single email without confirming it with a named account owner.

For anything about your bill, your plan or your connection, contact your internet provider. They hold your account.

For deletion or any other data request, write to [email protected]. If you are not satisfied with our response, you may complain to the Office of the Data Protection Commissioner of Kenya.

Our full Privacy Policy sets out everything we collect and why.