Account and data deletion
This page explains how to request deletion of your Recargas Ya account and its associated data. You can do this without having the app installed.
How to request deletion
- Write to [PRIVACY EMAIL] from the email address registered on your account.
- Use the subject line "Account deletion" and include your username in the body of the message.
- We will verify your identity to prevent fraudulent requests. We may ask for additional information already held on your account.
- You will receive confirmation once the deletion has been carried out.
Before requesting it: make sure you have no available balance and no transactions in progress. Once the account is deleted you will not be able to access it or its history, and any remaining balance cannot be claimed through the app.
What is deleted
- Your account and access credentials.
- Your profile data: first name, last name, phone number and country.
- Your saved beneficiaries list.
- Your ability to access the app and the web panel.
What is retained, and for how long
Some information cannot be deleted immediately because retaining it is a legal obligation:
| Data | Reason | Period |
|---|---|---|
| Transaction records (top-ups, data packs, promotions and remittances) and balance movements | Accounting, tax and anti-money-laundering obligations | No less than 5 years from the transaction |
| Receipts associated with transactions | Evidence of what was executed | No less than 5 years |
| Technical and audit logs (IP, timestamp, actions) | Security and traceability | [PERIOD — suggested: 12 months] |
Once those periods expire, the data is deleted or irreversibly anonymised so that it is no longer associated with an identifiable person.
Processing time
Requests are processed within 30 calendar days of your identity being verified. If there are transactions in progress, deletion is carried out once they are completed.
Other options
If you do not want to delete your account, you may exercise other rights — access, rectification, objection, portability — by writing to the same address. Details are in the Privacy Policy.