Poolive

Delete your account

Last updated:

You can delete your Poolive account and its personal data at any time, directly in the app or by email. This page explains what happens, how long it takes and what is kept. It applies to Poolive on iOS and Android, from every store.

In the app

  1. Open Settings.
  2. Open Account.
  3. Tap Delete account and confirm.

Deletion starts immediately and completes after a 14-day grace period. During those 14 days you can cancel by signing back in and cancelling the request; this protects you from a lost phone or a decision made in the heat of the moment. After the grace period the deletion runs and cannot be undone.

A deletion request cannot start while you are in a live online match: finish or leave the match first.

By email

If you cannot open the app or no longer have it installed, email support@pixhelm.com with the subject “Delete my Poolive account”:

  • send it from the email address your account uses, or
  • include your nickname and the sign-in method (Apple, Google or email).

We verify that the request comes from the account holder, start the same deletion process and confirm by reply. Requests are completed within 30 days at most.

What is deleted

  • Your nickname is replaced with an anonymous identifier and your avatar is removed.
  • Your Apple, Google and email sign-in links are deleted, so the same Apple, Google or email account can be used for a new account later.
  • All sessions are signed out, and push notification tokens are deleted.
  • Your friends list, friend requests and block list are deleted.
  • Risk and security signals linked to your account are deleted.
  • Analytics events are unlinked from your account.
  • The account is closed and can no longer be signed in to.

What is kept

  • Coin and item ledger, match results. Kept for accounting and fair-play integrity, but linked only to the anonymous identifier, not to your name, email or sign-in identity.
  • Purchase records required by law. Store transaction records are kept for as long as tax and accounting law requires.
  • Aggregate statistics that identify nobody.

Purchases

Deleting your account does not refund purchases and does not move them to another account. Refunds are handled by the store you bought from (see Support). If you plan to come back, sign out instead of deleting.

Starting again

You can create a new account after deletion completes. It starts from zero: nothing from the deleted account can be restored, by you or by us.