Account Deletion

Deletion is refused while either of these is true:

• There is money on your account. Your balance, including any amount credited to you but not yet claimed, must be zero. Withdrawals are not being paid out yet, so spend what is left on packs, shipping or the Marketplace. Money you added by card, Apple Pay or Google Pay can only be spent, and it is spent before withdrawable money; the proceeds of sales become withdrawable once withdrawals open; a refund of a Marketplace order or of a shipping fee comes back the way it was paid, withdrawable only for the part paid with withdrawable money; a refunded pack purchase can only be spent. If you cannot bring your balance to zero, write to us (section 3).

• A withdrawal is pending. Wait until it has been sent or cancelled, then try again.

If deletion is refused, the app asks you to withdraw or spend your balance first; it shows that same message when a withdrawal is pending.

Also do this first, because these things are not stopped or removed by the deletion:

• Ship or sell everything in your vault. Items in your vault do not stop the deletion, but the Terms of Service still apply to them: every item still in the vault is sold for you at its Sell price at that moment, four days after its pack was bought or after it came back to the vault, and the proceeds are credited to the closed account, where we cannot pay them out to you.

• Let open orders and shipments finish. A Marketplace order that is paid but not yet shipped can be cancelled from its order page; the refund goes to your balance, so the balance rule above applies. A shipment that is already on its way is still delivered.

• Remove the comments and messages you do not want others to keep seeing. They stay visible after the deletion, without your name (section 5). Removing one hides it; we keep a hidden copy, and a post's photos and videos stay reachable by anyone who already has their web address.

• Save what you want to keep. There is no export button, and your portfolio, collections and scan history cannot be restored afterwards.

• Open The Collectibles app and sign in.

• Tap your profile picture (or your initial) at the top left to open your profile, then tap the gear icon to open Settings.

• Tap Account, then scroll down to Your data and tap Delete account.

• In "Delete your account?", tap Delete.

The account is closed at once, and you are signed out on every device. Deleting the account does not remove the app from your phone; uninstall it separately if you want to.

The website has no delete button yet. If you only use the website, or you cannot sign in to the app, use the e-mail route in section 3.

If you only want fewer people to see you, you do not have to delete anything: Settings → Private profile shows your posts to your followers only, and you can block any collector.

• Write to support@thecollectibles.io from the e-mail address on your account, with "Account deletion request" in the subject and your username in the message.

• If you can no longer use that address, tell us your username; we will ask you to confirm in another way that the account is yours.

• We reply within one month. If money on your account or a pending withdrawal is in the way, we tell you what can be done. Otherwise we delete the account in the same way as the app does and confirm it to you by e-mail.

• Your e-mail address, username and login name are replaced with a random placeholder, so nothing can sign in as you. You can register again later with the same e-mail address or Google account.

• Your password and your two-factor authentication secret are removed.

• Your date of birth, if you gave it, is removed.

• Every session is ended and every sign-in token is revoked, on every device.

• Your Google sign-in is disconnected from the account.

• In the app profile, your display name, bio, links and profile picture are removed, and the current picture file is deleted from storage. Other collectors can no longer find or open your profile.

• Your posts are no longer shown to anyone in the app.

• E-mails to your account stop.

• The Analytics identifier we keep with your account for usage measurement is deleted.

Deleting your account removes your sign-in details and your profile (section 4). Everything else stays with the closed account, and some of it still identifies you:

• Purchase, deposit, sale, order, withdrawal and shipping records, including the names, addresses and phone numbers on past shipments and orders: for at least 7 years, to meet tax and accounting record-keeping rules and to deal with chargebacks, fraud and legal claims. Our systems do not delete them automatically after that.

• Pack opening and vault records: kept with the purchase records.

• Saved delivery addresses in your address book: kept with the account. Ask us in your deletion e-mail to remove them.

• Posts, with their photos and videos: no longer shown in the app, but kept without a fixed end date. A photo or video file stays reachable by anyone who already has its web address. Ask us to remove them.

• Comments you wrote: they stay under the posts they answer, shown with a placeholder name instead of yours.

• Direct messages you sent: they stay in the other person's conversation, shown as coming from a deleted collector.

• Messages you wrote in Live chat rooms: they stay in the room's history, shown with a placeholder name.

• Likes, reactions, follows, blocks, reports you filed or that concern you, and moderation decisions: kept without a fixed end date, so repeated abuse can be recognised.

• Invites, missions, free packs, rewards and in-app notifications: kept with the closed account without a fixed end date.

• Your e-mails with our support: kept until you ask us to delete them, unless we need them for a legal claim.

• Your conversations in the website's support chat: kept by our support-chat provider until you ask us to delete them (Privacy Policy, section 10).

• Your portfolio, collections and scan records: kept without a fixed end date and no longer shown to anyone. Scans also stay linked to the random identifier of the phone they were made on.

• Scan pictures: kept until we delete them. Ask us to delete yours.

• Profile pictures you replaced earlier: an earlier picture is not deleted when you change your picture or delete your account. Ask us to remove them.

• What Google gave us when you signed in with Google (your Google e-mail address, name and profile picture link): kept, disconnected from any sign-in.

• Sign-in records: the IP address, country and device of each sign-in, kept without a fixed end date for security.

• Your Live channel, if you were a creator: hidden from other users at once, with its replays, and kept without a fixed end date. Its recordings are deleted automatically after the retention period set with our video provider.

• Your waitlist entry, if you have one: it is a separate record, kept until you ask us to remove it. The unsubscribe link in any waitlist e-mail stops our e-mails and marks the entry as unsubscribed.

• Partner and vendor records: applications, a signed Partner Agreement with the IP address and device it was signed from, kit and mission records, and vendor verification forms and documents. Kept without a fixed end date, and at least for the period the law requires after the relationship ends (7 years for invoicing and tax records).

• Usage measurement, crash and install attribution data (Privacy Policy, section 3): what Google Analytics has already recorded stays there under the internal number of your account and a random identifier, not under your name or e-mail address, until it is deleted automatically after 14 months; crash reports are deleted after 90 days; AppsFlyer keeps install attribution data for up to 24 months. Ask us if you want these deleted sooner.

• Records our providers hold: our payment and payout partners, our fulfilment partner and the carriers keep their own records of your payments, withdrawals and shipments under their own policies.

• Anything we must keep for an ongoing legal claim.

Our production database can be restored to any moment in the previous 14 days, so the details removed or replaced at deletion stay in that recovery window for up to 14 days. Your deleted profile picture file can be recovered by us for 7 days. After that, both are gone.

Write to support@thecollectibles.io. The Privacy Policy at thecollectibles.io/privacy explains what we collect and why, and the Terms of Service at thecollectibles.io/terms explain what happens to your balance and to the items in your vault.