Delete your DualLine account

1. Delete in the app

If you can sign in, use the deletion control inside DualLine. Open the account area, choose the delete-account action and confirm the warning. For your protection you will be asked to sign in again — or enter your password — immediately before deletion runs. This is the only route that deletes the account straight away, without a written request and without waiting for a reply.

Account deletion is permanent, and any remaining account balance is lost and is not refunded. Export or save anything you need before confirming.

2. Request deletion without the app

If you cannot sign in, deletion is handled as a written request reviewed by the support team. Nothing is deleted until the team has enough information to confirm that the request is connected to the account.

1. You send the request. Write to [email protected] with the subject “Delete my DualLine account”. Send it from the address registered to your DualLine account while you still can — that address is what the account is found by. The prepared link below fills in the subject and the request text.
2. Support reviews the request. The team uses the registered email address and the details you provide to find the account and assess your connection to it. Sending an email from an address is not proof by itself, because a sender address can be forged.
3. Provide any requested evidence. If the team needs more information, it will ask through the support conversation.
4. The account is closed and you are told the outcome. Once the request is approved, the account and the data listed below are deleted, with the same permanent effect as deleting from inside the app.

Email an account-deletion request
or write to [email protected] with the subject “Delete my DualLine account”.

A request that cannot be connected to an account is not actioned and the account is left exactly as it is. If someone sends a request in your name, tell us so the support team can close it.

The support team reads and answers this correspondence. DualLine has no self-service web deletion form, automated email verification code, or page asking for your password; if you receive one, it did not come from us. You do not need to reinstall DualLine at any point in this process.

3. What is asked for — and what is never asked for

Review here means showing a connection to the account, not proving who you are as a person. The support team considers the registered email address and any relevant account or purchase details you can provide.

What may be asked for:

• the email address registered to the account; and
• only when that address can no longer be reached, evidence that reached you from the app store or payment service rather than from us: the order or transaction identifier on a purchase receipt, or the date and amount of the last purchase.

The phone number is not evidence, and neither are its last digits.Anyone who has ever received a message from a DualLine number knows it in full, so repeating it back proves nothing about whose account it is. We do not rely on it alone, and we say so here because the same fact makes it an obvious thing for someone else to try. The receipts above can help because they arrived in the buyer’s own mailbox from a company that is not us.

What is never asked for: a passport, identity card or driving licence, in any form; your password; a one-time verification code; a full payment-card number; or a photograph of you. A request to delete personal data is not a reason to collect more of it — an identity document would create a new and more sensitive record about someone who asked to be removed. If anyone asks you for one in DualLine’s name, it is not us.

If you can no longer receive mail at the registered address, say so in the request and include whatever of the details above you still hold. They are weaker evidence than the mailbox itself, and there is a point at which a request cannot be granted: deleting an account for someone who can show no connection to it is the same as letting a stranger delete yours. What happens in that case is set out under timing, refusal and complaints.

4. Timing, refusal and complaints

DualLine does not publish a guaranteed support-response time. Deletion and security requests are handled ahead of general product questions. What does bind us is the law, not a service promise.

Where the EU or UK GDPR covers your request, an erasure request is answered without undue delay and in any event within one month of receipt (Article 12(3)). That period may be extended by up to two further months for a complex request, and you are told about the extension and the reason for it within the first month. Where confirmation of account control is needed first, we may ask for it before acting on the request (Article 12(6)).

A request is refused when control of the account cannot be shown, or when the address in the request matches no account. You are told the reason and what would let the request continue. A refusal is not the end of it: deletion from inside the app stays available at any time, and a new request can be sent if you regain access to the registered address. Where the GDPR applies, you are told the reason within that same one-month period and you may lodge a complaint with your local data-protection authority or seek a remedy through the courts (Article 12(4)).

To ask about a request you have already sent, write to [email protected] with the registered email address and the date of the original request. Do not send a second request while the first is open — a duplicate restarts the lookup rather than speeding it up.

5. Data covered by account deletion

Deletion is designed to remove the active authentication account and user data, including:

• account preferences and profile data stored for the service;
• assigned-line records and line settings;
• conversation and message records associated with the account;
• one-time code orders and related usage records;
• eSIM orders, installation details, usage information and purchase history accessible through the account;
• account ledger and balance records; and
• push-notification tokens linked to the account.

Deletion does not remove information from another person’s device, a communications recipient, an app store, a carrier or another independent service that controls its own records.

6. Information that may be retained for a limited purpose

After deletion, direct account access is disconnected and a small number of operational records may remain in our systems: scrubbed message-accounting records (with message text, the other party’s number and the conversation reference removed); a record of the number’s closure until that process is completed; and limited transaction or retention evidence. Records used to look up the account’s messages and code orders are also deleted. Any remaining record that is still linkable through an account identifier, assigned line, transaction or provider identifier, or deletion-request identifier is pseudonymous personal data, not anonymous. We limit it to settlement, provider closure, legal, tax, claims or abuse-control criteria, as applicable.

Protected backups and logs may expire on a separate schedule rather than being removed from every copy immediately.

The deletion-request email and related support correspondence may be kept as limited evidence that the request was received and handled. Retained information is not used to keep providing the closed account as an active service.

7. Subscription and phone-number effects

Deleting your account does not automatically cancel an Apple App Store or Google Play subscription or automatically cancel an installed travel eSIM. Cancel a subscription through the store account that made the purchase to stop future renewals.

Account access disconnects immediately when deletion runs. Any assigned DualLine number is submitted for closure. If needed, the closure request is retried until the provider confirms it; closure is not immediate. The number may later be assigned to someone else. Do not delete the account if you still need access to the number, messages, one-time codes or eSIM installation details, usage and purchase history in DualLine.

Store cancellation instructions are in the Refund and Cancellation Policy.