Deleting Your Account

If you need to delete your Zenovay account, this guide explains the process and what happens to your data. Account deletion is permanent and cannot be undone.

Before You Delete

Consider These Alternatives

Before permanently deleting your account:

• Downgrade to Free: Keep your account with limited features
• Cancel your subscription: Stop paying but keep account access
• Export your data first: Download a copy of your personal data for your records
• Hand over your team: Promote another team member to Owner if you want the team to continue without you

What Will Be Deleted

When you delete your account:

Data Type	What Happens
Profile information	Permanently deleted
Websites & tracking codes	Deleted, tracking stops
Analytics data	Permanently deleted
Session recordings	Permanently deleted
Goals & funnels	Permanently deleted
Team associations	You're removed from your teams
Billing record	Stripe customer record removed; invoices retained where legally required

What Won't Be Deleted

A small amount of data is retained:

• Invoice/billing records, where retention is legally required
• Audit logs of administrative actions (up to 24 months, with hashed identifiers only)

Pre-Deletion Checklist

1. 1

   Export Your Data

   Download the personal data you want to keep. Go to Settings → Account, then use Download in the Data section.

2. 2

   Cancel Active Subscriptions

   If you have a paid plan, cancel it first. Go to Settings → Billing to manage or cancel your plan.

3. 3

   Promote a New Team Owner (if needed)

   If you're the only owner of a team that has other members, promote someone else to Owner first (you'll be blocked from deleting otherwise).

4. 4

   Note Your Integrations

   Make a note of any API keys or integrations that will stop working.

5. 5

   Remove Tracking Code

   Remove Zenovay tracking scripts from your websites.

How to Delete Your Account

1. 1

   Go to Account Settings

   Navigate to Settings → Account.

2. 2

   Find the Delete Account Section

   Scroll to the Delete account option in the security and account section.

3. 3

   Click Delete Account

   Click the Delete account button to open the confirmation dialog.

4. 4

   Type Confirmation

   Type "DELETE" in the field to confirm you understand this is permanent.

5. 5

   Confirm

   Confirm in the dialog to permanently delete your account.

After Deletion

Immediate Effects

• You're signed out everywhere
• Your email/password no longer sign you in
• API keys stop working immediately
• Tracking scripts stop sending data
• Team members lose access to resources you owned

Deletion Is Immediate and Permanent

There is no recovery queue. Deletion runs straight away and removes your data from our database, Cloudflare KV and R2 storage, and your Stripe customer record. You'll also receive a confirmation email.

If you deleted your account by mistake, contact [email protected] within 7 days. We may be able to recover from backups, but only while a backup still exists (this is not guaranteed and depends on our backup retention).

Website Tracking

Your tracking scripts will:

• Stop collecting new data
• Should be removed to avoid unnecessary requests

Team Owner Considerations

If you own teams:

Before Deleting

1. Promote a new owner: Change another member's role to Owner
2. Or remove the other members first: Then the team is deleted with your account
3. Sole owner of a team with members: You'll be blocked until someone else is made an owner

A team where you're the only member is deleted automatically along with your account. A team where another owner already exists simply loses you as a member.

Promote a New Owner

1. 1

   Go to Team Settings

   Navigate to Settings → Team → Members.

2. 2

   Open the Member's Menu

   Find the member you want to promote and open their actions menu.

3. 3

   Change Their Role to Owner

   Set their role to Owner.

4. 4

   Then Delete Your Account

   Once another owner exists, you can delete your account or leave the team.

Paid Plan Considerations

Active Subscription

If you have an active paid plan:

• Cancel the subscription first
• Deleting your account doesn't automatically issue a refund
• See Canceling Your Subscription

Refund Policy

• No refund for partial months
• Annual plans: Contact support about a prorated refund
• Enterprise: Contact your account manager

GDPR Right to Erasure

Under GDPR, you have the right to erasure. Account deletion fulfills this right:

• Personal data is deleted
• Analytics data is deleted
• Deletion is permanent
• Exceptions apply for data we must retain by law (such as invoice records)

See Right to Erasure (RTBF) for more details.

Troubleshooting

Cannot Delete Account

You may be blocked if:

• You're the sole owner of a team with other members (promote a new owner first)
• A team deletion step failed (try again, or contact support if it persists)

Delete Button Not Working

1. Make sure the confirmation field reads exactly "DELETE"
2. Clear your browser cache
3. Try a different browser
4. Contact support if issues persist

Need Data After Deletion

Deletion is immediate, so export your data before you delete. If you've already deleted your account and need it back, contact [email protected] within 7 days, recovery from backups may be possible but isn't guaranteed.

Re-creating an Account

After deletion, you can create a new account:

• Use the same or a different email
• All settings start fresh
• No data is recovered from the deleted account
• New tracking codes are issued

Enterprise Account Deletion

Enterprise Plan

Enterprise accounts have special considerations:

• Contact your account manager
• May require organization admin approval
• SLA contract terms may apply
• Custom data retention agreements are honored

FAQ

Will deletion stop charges?

Cancel your subscription first. Deleting your account doesn't automatically issue a refund, though it does remove your Stripe customer record.

Can I use my email again?

Yes, after deletion you can sign up again with the same email.

How long until my data is deleted?

Deletion is immediate. Your personal data is removed as part of the deletion, not on a delay.

Will my website be affected?

The tracking script will stop collecting data. It won't break your site, but you should remove it.

Can support restore my account?

Only on a best-effort basis if you contact [email protected] within 7 days, and only while a backup still exists. After that, recovery isn't possible.

Next Steps

If you're not ready to delete:

• Cancel your subscription instead
• Export your data for backup
• Downgrade to Free tier