Delete your CaptiFi account

You can ask for your CaptiFi account to be deleted from the CaptiFi app or by email. CaptiFi Limited runs the service and deals with every request.

Before you ask

If your account has an active subscription, cancel it first: sign in to my.captifi.io, go to Settings then Billing and choose Cancel subscription. Cancellation & Device Returns explains the end date and how to send back a CaptiFi device.

Download anything you want to keep while you can still sign in. Export all (CSV) on Guests then Guest Visits gives you the full guest list, with the answers to every question on your splash page. Nothing can be recovered once the account is deleted.

Ask in the CaptiFi app

1. Sign in to the CaptiFi app with the account you want to delete
2. Tap Profile, then Manage account
3. Tap Request account deletion, read what it means and tap Continue
4. Type DELETE and tap Continue, then enter your password and tap Submit deletion request
5. Open the confirmation link we email to the address on your account. It works for 24 hours

Confirming starts a 14-day cooling-off period. Until it ends you can change your mind: go to Profile then Manage account and tap Cancel this request, or email support@captifi.io.

If the link runs out before you open it, tap Cancel this request in the app and start again.

If your subscription is still active when you confirm, the app asks you to cancel it at my.captifi.io/billing, and the deletion waits until the subscription has ended.

Ask by email

Email support@captifi.io from the email address on your CaptiFi account, so we know the request comes from you, and say that you want the account deleted. Add the business or venue name the account is under. Any active subscription still needs cancelling first, and you can change your mind by replying until the account has been deleted.

When the account is deleted

Once the 14-day cooling-off period is over and any subscription has ended, our team deletes the account by hand.

What is deleted

• Your login: your name, email address, password, two-factor settings and notification preferences, and every phone signed in to the CaptiFi app
• Your business details and account settings
• Your venues and everything set up for them, such as splash pages, campaigns, automations, rewards and events
• The guest data your venues collected, including guest sign-ins, guest details and marketing consents
• The logins of any team members you invited to your account

If you are a team member on someone else's account, only your own login is deleted. The venues and their guest data belong to the account owner and are not affected.

What is kept, and why

• Invoices and payment records, for as long as tax and accounting law requires us to keep them. Card details are held by our payment processor, Stripe, and never stored by CaptiFi
• Anything already copied out of CaptiFi: CSV files you downloaded, and guests synced to your own tools such as Klaviyo or Mailchimp. Those copies are under your control and stay where they are

If you are a guest at a CaptiFi venue

Signing in to a venue's WiFi does not create a CaptiFi account. The venue decides what happens to the details you gave it, so ask the venue to delete them; it can do that from its CaptiFi dashboard straight away. If you cannot reach the venue, email support@captifi.io.

Our Privacy Policy has more on how CaptiFi handles personal data.