Delete your account
Version 1.0 · Effective
In short
- In the app on iPhone, iPad, Android or TV: Account, then Delete account.
- No app at hand? Email [email protected] from your account address.
- Deleting your account does not cancel a subscription bought in a store: cancel it there too.
1. From the app
Open FortiSafe VPN on your iPhone, iPad, Android, Fire TV or Android TV, go to Account and choose Delete account. Deletion happens right away, with no need to talk to anyone.
The Mac app doesn't have this button yet. If you only use the Mac, ask by email, as shown below.
2. By email
Email [email protected] from your account address, asking for deletion. We answer within 15 days. To protect you, we may ask you to confirm the request with a code sent to that address.
3. What we erase
We disconnect your devices, erase their technical accounts on the network, and delete your data:
- your email and your account record;
- your devices and the keys they used to connect;
- open sessions and sign-in codes.
4. What the law requires us to keep
Two records stay with us after deletion, each for the period the law requires:
| What | For how long | Why |
|---|---|---|
| Access logs of our systems: date, time and IP of each sign-in to the account | 6 months | Brazilian Internet Act (Marco Civil), art. 15 |
| Subscription record: buyer's email and country, and what was charged | Up to 5 years after the subscription ends | Tax obligation |
None of this includes what you visited with the VPN on: that is never logged, neither before nor after deletion.
5. Cancel in the store as well
If you subscribed through the App Store, Google Play or Amazon, the store is the one charging you — and deleting your account here does not stop that charge. Cancel the subscription where you bought it:
- App Store: in Settings, tap your name, then Subscriptions.
- Google Play: in Payments and subscriptions, in your Google account.
- Amazon: in Your Memberships and Subscriptions, in your Amazon account.
Subscribed on our website? Read the Refund Policy before deleting: once the account is gone, there is no account to refund.
6. Erase data without deleting the account
You can also ask us to erase specific data and keep your account: email [email protected]. The Privacy Policy lists all of your rights and how long we keep each thing.