How to delete your Eflexsim account

To delete your Eflexsim account, sign in and open your security settings — Account details → Security on the website, or the Profile tab then Account → Security & sign-in in the app — scroll to the Danger zone, choose Delete account, type DELETE to confirm, and confirm again. Your account closes the moment you confirm: you are signed out everywhere, you cannot sign in again, and it cannot be cancelled or undone. There is no grace period and no confirmation email. We then remove your personal data within 30 days, keeping only the transaction records Hong Kong tax law requires us to hold for seven years — with your identity removed from them.

If you cannot sign in, email support@eflexsim.com and we will delete the account for you.

Below: what to do before you delete, the exact flow, what happens immediately, what we delete, what we keep, and what happens to an eSIM you are using.

Before you delete

Deletion cannot be undone, so handle these first.

1. Spend any wallet credit. Unused credit is lost when the account is deleted. We cannot restore it afterwards and we do not pay it out. See using account credit and wallet balance.

2. Download the receipts you need. Once the account is gone you cannot download invoices or receipts from the app or the website. See how to download an invoice or receipt.

3. Check your active eSIMs. Deleting your account does not switch off an eSIM you have already installed — but you lose the QR code, top-ups, and support history for it. See the section below.

4. Wait for any refund in progress. A refund already on its way is paid back to the card you used and does not depend on your account, but it becomes much harder to trace once the account is gone.

The deletion flow

1. Sign in at eflexsim.com, or open the Eflexsim app.
2. Open your security settings. On the website: go to Account details and open the Security tab. In the app: go to the Profile tab and, under Account, tap Security & sign-in.
3. Scroll to the Danger zone at the bottom.
4. Choose Delete account.
5. Type DELETE in the confirmation box.
6. Choose Delete account again to confirm.

We do not ask for your password, and we do not ask why you are leaving.

You are then taken to a confirmation screen: "Your account has been deleted." That screen is your confirmation — we do not send an email.

What happens the moment you confirm

• You are signed out everywhere, on every device and in the app.
• You cannot sign in again. The account is closed from that second.
• You cannot cancel it. There is no grace period, no cancellation link in an email, and signing back in will not reverse it — the sign-in is blocked.
• You lose access to your wallet credit, your order history, and your eSIM details.

If you are not certain, do not confirm. There is no way back.

What we delete

Within 30 days of your request we remove:

• Your sign-in details — email address and password.
• Your profile — name, phone number, country.
• Your saved cards. We hold a token from our payment provider rather than your card number; that token is deleted, so the card cannot be charged again.
• Your wallet, any remaining credit, and the record of how it was earned and spent.
• Your reviews, referral history, and cashback.
• Your app notifications and the registration that lets us send push messages to your phone.
• The link between you and everything you bought, so your orders and eSIMs can no longer be traced back to you.

What we keep, and why

• Purchase records, for seven years. Hong Kong tax law requires us to keep a record of every transaction for seven years from the date of that transaction. We keep what was bought, when, for how much, and the payment reference — with your identity removed, so the record is no longer linked to you.
• Your payment provider's own records. The company that processes card payments for us keeps its own record under its own rules. We cannot delete those for you.
• Emails we already sent you. Our log of what was sent and when keeps the address it was sent to.
• Our do-not-email list. If you have unsubscribed, your address stays on it. This one is in your favour — if we deleted it and you later bought as a guest, we would have no way of knowing you had asked us to stop.
• Security and audit records, so we can show your deletion request was handled properly.
• An open dispute. If there is an unresolved payment dispute or chargeback on one of your orders, we keep what we need to resolve it.

The full detail, including how to ask without signing in, is on our account deletion page.

If you cannot sign in

You do not need the app, and you do not need account access. Email support@eflexsim.com with "Delete my account" as the subject, from the email address on your account.

If you no longer have access to that address, we will ask you for something only the account holder would know — an order number, or the last four digits of the card you paid with — before we delete anything. That check protects you from someone else deleting your account.

You can also send the request through the contact form; it reaches the same inbox.

Active eSIMs after deletion

Deleting your account does not deactivate an eSIM that is already installed on your phone. The plan keeps working on the network until its data runs out or it reaches its expiry date — we do not cancel it.

What you lose is everything around it: the QR code and installation details if you need to reinstall, the ability to top the plan up, your usage history, and the order record our support team would need to help you with that specific eSIM.

If you are still travelling on a plan, wait until it expires before deleting your account.

For account recovery instead of deletion, see lost access to your email. For wallet credit, see using account credit and wallet balance.