Delete your account and data
You can ask us to close your AllNett account and delete your personal data at any time, whether or not you still have the app installed. This page explains how to request it, what is deleted, and what we are required to keep.
How to request deletion
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Email us from the number's owner
Send a request to support@allnett.net with the subject “Delete my AllNett account”, stating the registered phone number. Please also say whether you want your account closed and deleted or only specific data removed. -
We verify that the request is yours
Because an AllNett account controls payments, we confirm ownership before deleting anything — normally with a one-time code sent by SMS to the registered number. This protects you from someone else closing your account. -
We settle anything outstanding
If you hold a refund balance, cashback or agent commission, we settle it with you first. Pending transactions are allowed to reach a final status so nothing is lost mid-flight. -
Deletion is completed within 30 days
We confirm by SMS or email when it is done. Access ends as soon as the account is closed, which usually happens on the same working day.
Deleting the app from your phone does not delete your account — it only removes it from that device. Use the request above to delete the account itself.
What gets deleted
- Your account and profile: name, email, profile picture and account settings.
- Your PIN and session data, all access and refresh tokens, and every trusted-device record — you are signed out everywhere.
- Your saved beneficiaries and saved recipient numbers.
- Your saved mobile-money account references held for convenience.
- Your notification and marketing preferences, and any push registration.
- Your cashback / loyalty points balance and its ledger, once settled or forfeited.
- For business accounts: API keys, webhook endpoints, sender IDs, contact lists and campaign drafts you uploaded.
Data that never reaches us is unaffected because we never held it: your phone contacts (read on your device only), your profile photo if you never uploaded one, your biometrics (handled entirely by your phone's secure hardware) and your mobile-money PIN, which we never see or store.
What we must keep, and for how long
Some records cannot be deleted on request, because Ghanaian law requires us to keep them. After your account is deleted these are retained separately, are no longer linked to a usable account, and are accessible only to staff who need them for the purpose stated:
| Record | Why we keep it | How long |
|---|---|---|
| Transaction and payment records (amount, network, reference, date, recipient number) | Tax, accounting and financial record-keeping obligations; dispute and chargeback resolution | Up to 6 years |
| Fraud and abuse records | To prevent a closed account being used to repeat fraud | Up to 6 years |
| Bulk SMS delivery logs | NCA and network compliance, abuse investigation | Up to 12 months |
| Support correspondence | Evidence of how a complaint was handled | Up to 2 years |
| Encrypted database backups | Disaster recovery — deleted data disappears as backups age out | Rolling: daily copies 14 days, weekly 8 weeks, monthly 6 months |
Once these periods expire, the records are deleted or irreversibly anonymised.
Partial deletion instead
You do not have to close the account to remove data. You can ask us to delete only your saved beneficiaries, your profile details, your marketing consent or your uploaded SMS contact lists — say which in your email. You can also withdraw the optional permissions (contacts, camera, notifications) at any time in your phone's settings without contacting us at all.
Business, agent and reseller accounts
Closing a business account also ends API access, sender-ID approvals and any USSD extension lease, and stops traffic immediately — so please give us notice if live services depend on it. Lease cancellation notice periods in the Terms still apply, and outstanding invoices remain payable.
Your other rights
Under Ghana's Data Protection Act, 2012 (Act 843) you may also request access to or correction of your personal data, and object to certain processing. Details are in our Privacy Policy. If you are unhappy with how we handle a request, you may complain to the Data Protection Commission of Ghana.
Contact
Deletion and data requests: support@allnett.net
Pridam Investment Ghana Ltd (trading as AllNett), Accra, Ghana