Can I have my account and data deleted?
Yes. Send the request from the email registered to the account and we will verify it before acting. Some transaction records may have to be retained for a legally required period, which we will state clearly in our reply. The full detail is in the privacy policy.
Requesting deletion is a serious request and usually irreversible. This page works through every step of it: how to send the request, how we verify identity before acting on it, which kinds of data go straight away, which must be retained for a period the law sets, and what to do before sending the request so nothing you still need is lost along with it.
It suits anyone stopping use of the service for good, closing an account before switching a primary email, or simply concerned about privacy and wanting to know where their data sits before deciding. Whatever the reason, read this through before sending the request, since parts of the process cannot be redone once carried out.
Who should request deletion, and who should wait
If you have no plan to use the service again, deletion is a reasonable choice. But if there is still a chance of buying another eSIM in the coming months, consider whether deletion is truly needed, or whether changing the email or simply pausing notifications for a while would do.
The reason is that once deletion completes, returning later means starting completely from scratch. Order history, the record of eSIMs previously installed, and any settings cannot be recovered again, even if you sign up again with the same email.
How to send the request
A deletion request must come from the email registered to that account, since this is the first piece of identity evidence we check. If it arrives from a different address that does not match the account, we will need to ask for further detail before proceeding, which adds time.
- 1Confirm you are genuinely readyRead the sections on legally retained data and what to back up first on this page in full before going further.
- 2Send an email from the account to be deletedSend to esimonline.asia@gmail.com, stating clearly that you want the account and its associated data deleted.
- 3Wait for identity verification from usWe will get back to you to confirm you are the genuine account holder, possibly asking for details of a recent order as well.
- 4Receive a reply on what will be retainedWe will state clearly which parts are deleted straight away and which must be kept for the period the law requires.
- 5Deletion is carried outOnce everything is confirmed, we carry out the deletion as stated, and let you know once it is complete.
What is deleted straight away
Most personal information not tied to a financial transaction or a legal obligation is deleted straight away once identity is confirmed and the request is actioned. That includes profile details, notification preferences, and general usage history.
- Profile details such as the display name and account settings
- Notification preferences and any chosen language settings
- General sign-in history unrelated to a transaction
- The email address attached to the account, once the process is complete
What must be retained for a legally required period
Some data tied to a financial transaction, such as payment evidence and receipts, may need to be retained for a period the law sets for businesses, even after the account itself has been deleted. This is not our choice to make; it is an obligation every provider must follow.
When you send the request, we will state clearly in our reply which part falls under this and for how long, rather than leaving you to guess. If you have questions about the duration or the reason, you can ask within the same conversation.
| Data type | Deleted or retained |
|---|---|
| Profile and account settings | Deleted immediately |
| General sign-in history | Deleted immediately |
| Payment evidence and receipts | Retained for the legally required period |
| Records needed for an unresolved dispute | Retained until the dispute is resolved |
A general summary; the exact detail is given in the reply to each request
What to do before sending the request
Because deletion is usually irreversible, take a moment to check whether anything is still needed before sending it, especially any document that will have no other copy once the account is gone.
- Download or save receipts from past orders as files on your own device
- Check whether an eSIM is still in use or still has allowance left, and plan to use it up first if you can
- Note down key order numbers separately, in case they are needed later in connection with an unresolved dispute
- Make sure there is no purchase currently in progress, since deleting mid-order can complicate things
The effect on an eSIM still in use
A profile already installed on your device sits in a different system from the website account. Deleting the account does not remove a profile already installed on a device, but you permanently lose the ability to check its status or purchase history through that account.
Because of that, it is worth waiting until any eSIM currently in use has expired or run out of allowance before sending the deletion request, so you do not later need to contact support about it with no account left to reference its history.
How long the process takes
We do not commit to a fixed number of days, since it depends on how quickly identity can be confirmed and how many requests are being handled at the time. What we can commit to is keeping you updated along the way rather than going quiet.
Changing your mind partway through
If you send the request but change your mind before deletion has actually been carried out, let us know at once through the same channel. As long as the final step has not been reached, the request can usually be withdrawn, but once it has been completed, recovery is no longer possible.
Appealing if you disagree with the outcome
If you are told some data must be kept for longer than expected, or the reason given is unclear, you can ask again in the same email thread straight away without opening a new request. We will explain further which requirement is being referred to and how the retention period was worked out.
In cases where you feel some flagged data has no genuine connection to a financial transaction or any dispute, tell us your reasoning clearly. We will review the categorisation again to make sure it is correct. This adds a little more time to the process, but it keeps any retention properly justified rather than open-ended for no reason.
Other data processors that may be involved
A single eSIM purchase does not involve only us as the data holder. The payment provider and the eSIM supplier that issues the profile also hold some part of that transaction's data, under the terms of their own systems. Deleting the account with us does not automatically delete data held within those other providers' own systems.
If you also want data removed from another processor's own system, contact that provider directly through their own channel. We can tell you which providers your transaction passed through as part of our reply, but we have no authority to order deletion inside another company's system on your behalf. That is why our privacy policy explains joint processors as a separate matter.
When to read the privacy policy further
This page summarises the most common points about deleting an account, but for the full picture, such as other data processors involved or other rights under data protection law beyond deletion, the privacy policy carries a fuller explanation.
Other rights beyond deletion, such as the right to request a copy of your data, the right to correct inaccurate data, or the right to ask for processing to be paused temporarily in some cases, are all covered in the full policy as well. You do not have to choose between deleting the account and exercising those other rights, since they are separate requests and can be raised together in the same email.
If you are a parent requesting deletion on behalf of a minor, or handling this for a family member who has died or cannot act themselves, state that situation directly in the request. We will reply with whichever supporting documents are needed to confirm the relationship and the authority to act on their behalf, since these cases call for more careful identity verification than usual.
FAQ
Can I sign up again with the same email after deletion?+
Generally yes, but it will be an entirely new account with none of the previous order history attached, since that data has been permanently deleted.
Can I still buy an eSIM while identity verification is pending?+
Yes, the account keeps working normally until deletion is complete. If you change your mind in the meantime, the request can also be withdrawn.
Do I need to give a reason for requesting deletion?+
No. There is no requirement to give a reason. Sharing one helps us improve the service, but it makes no difference to whether the request is carried out.
Can I still delete the account if a dispute over an order is open?+
Yes, but records relevant to that dispute will be retained until it is resolved, as covered in the section on legally retained data.
Will an eSIM that has not expired keep working after the account is deleted?+
A profile already installed on a device keeps working according to its own validity and allowance, independent of the website account's status, but you will no longer be able to check its status through that account.
Must the request come only from the account's own email?+
It should always come from the account's own address, as that is the fastest first piece of identity evidence. Sending from elsewhere means we will need to ask for more before proceeding, which takes longer.
Will I still receive marketing emails from you after deletion?+
You should not, since the address used for notifications is deleted along with the account. If messages still arrive well after that, let us know so it can be looked into.
Can I ask for a copy of my data before deletion?+
Yes. State that alongside the deletion request in the same email, and we will provide the data held before carrying out the deletion, as set out in the privacy policy.
If I cannot remember whether I already sent a deletion request, how do I check?+
Try signing in with the same address first. If it still works, the account has not been deleted. If it no longer works and you did send a request before, confirm through the same channel you originally used.
Must the deletion request be written only in Thai or English?+
No. Write in whichever language communicates clearly, as long as it states the wish to delete the account and gives that account's email clearly. We will reply in whatever way suits the case.
If a card or payment method is saved on the account, does it get deleted too?+
Detailed payment information is usually held by the payment provider itself, not directly in our system. Deleting the account removes the link on our side, but removing card details from the payment provider's own system may need contacting that provider separately, as covered in the section on other data processors.