Delete your Kitaa account
You can ask to delete your Kitaa account at any time, in the Kitaa app or without the app, as explained below. Please read what happens first: you have 7 days to change your mind, your coins and host points are then cancelled, and your data is kept, not erased.
On this page
1. How to delete your account
There are two ways to ask:
- In the Kitaa app: go to Me → Settings → Account → Delete account, read the information and confirm.
- By email, without the app: email [email protected] from the email address of your Kitaa account and tell us that you want to delete it. We will make the request for you within 3 days. This works even if you no longer have the app or cannot sign in.
2. What happens and when
| When | What happens |
|---|---|
| As soon as you ask | You are signed out on every device. Any call you are in and any room you are hosting ends. Nobody can see your profile, call you or follow you, and your past chat messages are no longer shown in rooms. |
| Within 7 days | Changed your mind? Sign in to the Kitaa app with the same Google account. The app tells you that your account is being deleted and asks you to confirm; once you do, the deletion is cancelled and everything is as it was, including your coins and host points. If your account is banned and you cannot sign in, email [email protected] to cancel the deletion. |
| After 7 days | Your account is closed. It is hidden from you and everyone else and does not appear anywhere in the app. Any coins and host points left in it are cancelled. Your data is kept, as explained below. |
3. Before you delete
- Coins and host points: any coins in your balance and any host points are cancelled when the account is closed. They are not refunded, paid out or exchanged. If you cancel within 7 days, they are kept.
- Purchases still being processed: if you have paid for coins on Google Play but they have not been added yet, open the app first so they can be added. While your account is being deleted, such coins cannot be added, and Google Play automatically refunds payments that are not confirmed within 3 days.
- Your Google account is not deleted. Only your Kitaa account is affected. You can also remove Kitaa’s access to your Google account at myaccount.google.com/connections.
- Google Play purchase history is kept by Google under its own policies.
4. Your data is kept, not erased
Deleting your account closes it, but we do not erase the data linked to it. We continue to store it, with no end date (10 years for users in Thailand).
| What we keep | Why |
|---|---|
| Account details: Google account ID, email address, nickname, profile photo link, the profile details you added, host profile and agreement records | Security; preventing fraud and abuse; handling disputes and complaints; legal obligations |
| Coins and payments: purchases and refunds, coin balance history, amounts owed, gifts and host point records | Accounting and tax obligations; handling disputes and refunds; preventing fraud |
| Calls and rooms: call records and timelines, rooms you opened, room chat messages | Handling disputes and complaints; reviewing reports; requests from authorities |
| Safety records: reports you made or that were made about you, bans and support notes | Keeping Kitaa safe; protecting children; requests from authorities |
| Follows, blocks, activity records and device information | Kept with the rest of the account record; no longer shown or used in the app. Blocks still stop calls between the two accounts. If a new account signs in on the same phone, that phone’s device record moves to the new account. |
- Who can see it: only authorised Kitaa staff with permission to do so, in our internal admin tools. It is not shown to you or to other users, and it is no longer used to provide the service. We disclose it to government agencies, courts or law enforcement when the law requires it.
- How long: with no end date. We do not run any process that erases it later, except for users in Thailand: 10 years after the account is closed, we remove the information that identifies them (see Users in Thailand).
- Video and audio were never stored, so there is nothing to keep.
- Call quality measurements are removed after 30 days and server logs after 1 year, as for all users. See How long we keep data.
If you believe the law that applies to you requires us to erase particular data, email [email protected]. We will reply within 72 hours with our decision and the reasons for it.
5. Signing up again later
After your account is closed, you can sign in to Kitaa again with the same Google account. This creates a brand-new account: it starts with no coins, host points, follows or blocks, and it does not show anything from the closed account. The closed account is not restored.
6. Questions
Email [email protected]. More details are in our Privacy Policy and Terms of Service.