01Who This Page Is For
This page explains how to delete your Eflexsim account and the personal data attached to it. It applies to the Eflexsim mobile app — com.eflexsim.eflexsim_mobile on Android, com.eflexsim.eflexsimMobile on iOS — and to the website at eflexsim.com. The same account is used by all of them.
There are two ways to ask. If you can sign in, you can delete the account yourself in a few seconds. If you cannot sign in — or you never installed the app, or you no longer have the phone — you can ask us by email and we will do it for you. Both routes are free, and neither requires you to install anything.
Eflexsim is a brand of Top Explore Pte Limited, a company registered in Hong Kong.
02Before You Delete
Deleting your account cannot be undone, so please deal with these first.
- Download any receipts or invoices you need. Once the account is gone you can no longer download them from the app or the website.
- If a refund is already on its way, wait for it to arrive. It is paid back to the card you used and does not depend on your account, but it is much harder to trace once the account is gone.
- If you are travelling on an eSIM right now, read "If You Are Using an eSIM Right Now" below before you delete.
03Option 1 — Delete It Yourself
If you can still sign in, this is the fastest route. It takes effect the moment you confirm. Start in whichever place you use — the setting is named slightly differently in each:
- On the website
- Sign in at eflexsim.com, go to Account details, and open the Security tab.
- In the app
- Open the Eflexsim app, go to the Profile tab, and under Account tap Security & sign-in.
From there the steps are the same in both:
- Scroll to the Danger zone at the bottom.
- Choose Delete account.
- Type DELETE in the confirmation box.
- Choose Delete account again to confirm.
That is the whole flow. There is no waiting period and no email to confirm — see "What Happens Immediately" below for exactly what changes at that moment.
04Option 2 — Ask Us, Without Signing In
You do not need the app and you do not need to be able to sign in. Email support@eflexsim.com with "Delete my account" as the subject, and send it from the email address on your Eflexsim account.
Please include:
- The email address on the account, if you are writing from a different one.
- An order number, if you have one to hand. It helps us find you faster.
- Whether you also want your address removed from our marketing and back-in-stock alert lists. Those are tied to the address rather than to the account, so tell us and we will add you to our do-not-email list at the same time.
How we check it is really you: if you write from the email address on the account, that is normally enough. If you no longer have access to that address, we will ask you for something only the account holder would know — the order number, or the last four digits of the card used to pay — before we delete anything. This exists to stop someone else deleting your account, and we will not skip it.
If you would rather not use email, send the same request through the form at eflexsim.com/contact. It arrives in the same support inbox.
If you bought from us without creating an account, there is no account to delete — but we still hold your email address on the order. Write to the same address and we will remove your details from that record on the same terms described below.
05What Happens Immediately
The moment you confirm the deletion yourself, all of the following are already true:
- 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 or change your mind. There is no grace period, no cancellation link, and signing back in will not reverse it.
- You lose access to your wallet credit, your order history, and your eSIM details.
We do not send a confirmation email for a deletion you carry out yourself. The confirmation is the screen shown immediately afterwards. If you asked us by email instead, we reply to you — see "How Long It Takes" below.
06What We Delete
Within 30 days of your request we delete the following from our systems:
- Your sign-in details — your email address and your password.
- Your profile: your name, phone number, and country.
- Your saved cards. We store 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 that credit was earned and spent.
- Your reviews, your referral history, and any cashback you had earned.
- 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 or seen by you anywhere in the app or on the website.
07What We Keep, and Why
Some records stay behind. We would rather tell you exactly which, and why, than claim everything disappears.
- Purchase records — 7 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.
- Our payment providers
- The companies that process card payments for us keep their own record of your payment, under their own retention rules. We do not control those records and cannot delete them on your behalf.
- Emails already sent
- Our log of messages we have already sent you — an order confirmation, an eSIM delivery — keeps the address it was sent to, so we can show what was sent and when.
- Our do-not-email list
- If you have unsubscribed, or you ask us to stop emailing you, your address stays on a do-not-email list. This one is in your favour: if we deleted it, and you later bought from us as a guest, we would have no way of knowing you had asked us to stop.
- Security and audit records
- A dated record that a deletion was requested and carried out, kept so we can demonstrate the request was handled properly.
- An unresolved dispute
- If there is an open payment dispute or chargeback on one of your orders, we keep what we need to resolve it until it is closed.
None of what we keep is used to advertise to you, and we do not sell it or share it for advertising.
08If You Are Using an eSIM Right Now
Deleting your account does not switch off an eSIM you have already installed. 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 ever 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 eSIM. If you are still travelling on a plan, wait until it expires before deleting your account.
09How Long It Takes
Access ends immediately. Deletion is completed within 30 days of your request.
Those are two different things, and we would rather be clear about both than round them into one. From the moment you confirm, the account is closed and nobody — including you — can sign into it again. Removing the underlying data from our systems is the second stage, and that is finished within 30 days.
If you asked us by email, we reply to confirm we have received your request, and again once the deletion is done. If you have not heard back from us within 30 days, reply to your original message or write to support@eflexsim.com and we will chase it.
10Contact
For deletion requests and questions about this page, contact support@eflexsim.com or use the form at eflexsim.com/contact.
This page should be read together with our Privacy Policy at eflexsim.com/legal/privacy, which explains what personal data we collect, why we hold it, and the other rights you have over it.
Eflexsim is a brand of Top Explore Pte Limited, Room A, 12/F, ZJ 300, 300 Lockhart Road, Wan Chai, Hong Kong. Business Registration number 76458875.