Account Deletion Policy
Learn how to delete your eWallet account and understand what happens to your data. We respect your right to control your personal information and make the deletion process as straightforward as possible.
At a glance
- You can request account deletion through the app, website, or by contacting support.
- Account deletion is processed within 30 days of your request.
- Some data must be retained for 5 years to comply with financial regulations.
- Pending transactions must be completed or canceled before deletion.
Ready to delete?
Submit a deletion request or review your account status before proceeding.
1. Overview
At eWallet, we believe you should have full control over your personal information. This Account Deletion Policy explains how you can request deletion of your eWallet account, what data will be removed, and what data we are legally required to retain.
As a regulated financial services provider, we must comply with Anti-Money Laundering (AML) laws, the Bank Secrecy Act (BSA), and other financial regulations that require us to maintain certain records for a minimum period of time.
2. How to Delete Your Account
You can request account deletion through any of the following methods:
In-App Deletion (Recommended)
- Open the eWallet mobile app
- Go to Settings → Account → Delete Account
- Follow the on-screen prompts to confirm your identity
- Submit your deletion request
Website Portal
- Log in to your account at app.ewallet.app
- Navigate to Settings → Privacy → Delete My Account
- Complete the verification process
- Confirm your deletion request
Email Request
- Send an email to support@ewallet.app
- Use the subject line: "Account Deletion Request"
- Include your registered email address and phone number
- We will respond within 24-48 hours to verify your identity
Phone Request
- Call our support line at 1-877-827-0995
- Request account deletion from a customer service representative
- Complete identity verification over the phone
3. Before You Delete
Before submitting a deletion request, please ensure the following:
Wallet Balance
Your wallet balance must be $0.00 before deletion. If you have remaining funds, you must either:
- Transfer funds to another eWallet user
- Withdraw funds to your linked bank account
- Request a check for the remaining balance (fees may apply)
Pending Transactions
All pending transactions must be completed or canceled. This includes:
- Pending incoming transfers
- Pending outgoing payments
- Scheduled recurring payments
- Active disputes or chargebacks
Linked Services
Review and remove any linked services or third-party integrations:
- Connected bank accounts
- Linked debit/credit cards
- Business payment integrations
- Authorized third-party apps
4. What Happens When You Delete
When your account deletion is processed, the following actions occur:
Immediately
- Your account is deactivated and you lose access
- Your profile is removed from public visibility
- Your wallet tag ID becomes inactive
- All active sessions are terminated
Within 30 Days
- Personal profile information is deleted (name, address, profile photo)
- Contact preferences and notification settings are removed
- Linked bank account tokens are deleted
- Card tokens are removed from our systems
- Device information and app usage data is purged
Data Anonymized
- Your email is replaced with a hashed identifier
- Phone number is removed from searchable records
- Transaction history is anonymized but retained for regulatory compliance
5. Data We Must Retain
Under federal financial regulations, we are required to retain certain records for a minimum of 5 years after account closure. This includes:
Identity Verification Records (KYC)
- Name and date of birth (hashed)
- Government ID verification results
- Address verification records
- SSN/ITIN verification status (not the actual number)
Transaction Records
- Transaction amounts and dates
- Transaction types and status
- Counterparty information (anonymized)
- Funding and withdrawal records
Compliance Records
- OFAC screening results
- Suspicious activity reports (if any)
- Dispute and chargeback records
- Account status history
Important: After 5 years, all retained data is permanently deleted unless required for ongoing legal proceedings or regulatory investigations.
6. Deletion Timeline
The account deletion process follows this timeline:
- Day 0: Deletion request received and acknowledged via email
- Days 1-3: Identity verification and eligibility check
- Days 3-7: Pending transactions resolved or canceled
- Day 7: Account deactivated, access revoked
- Days 7-30: Personal data deletion in progress
- Day 30: Deletion complete, confirmation email sent
You may cancel your deletion request at any time before Day 7 by contacting support.
7. Account Reactivation
Once your account is deleted, it cannot be reactivated. If you wish to use eWallet again, you will need to:
- Create a new account with your email or phone number
- Complete the identity verification process again
- Link your bank accounts and cards again
- Your previous transaction history will not be available in the new account
Note: If your account was closed due to compliance reasons or policy violations, you may not be eligible to open a new account.
8. Contact Us
If you have questions about account deletion or need assistance with the process, please contact us:
- Email:support@ewallet.app
- Phone: 1-877-827-0995
- Mail: JHD Investment Group LLC (d/b/a eWallet), 830 Julie Rivers Dr, Suite 203, Sugar Land, TX 77478
For privacy-related inquiries, you may also contact our Privacy Officer at privacy@ewallet.app.