TrustAccount deletion
Deleting your account and your data
- Scope
- Closing an account, requesting deletion, and statutory retention
- In the app or panel
- Immediate, irreversible
- By request
- 30 days at the latest
- Last updated
- 2026-09-19
Short answer
How do I delete a luup account?
A luup account is deleted in two places: the mobile app, under More → Settings → Close account, and the web panel, under Settings → Close account. Both list what will go, then ask for your password and a confirmation word; after that the account, the profile and any business you solely own are deleted immediately and irreversibly. If you can reach neither, the form on this page opens the same deletion within 30 days. Invoices are kept for the statutory retention period.
01Route 1 — delete it yourself, immediately
If you can still sign in, this is the fastest route and it waits for nobody. In the mobile app: More → Settings → Close account → "Delete my account". In the web panel: Settings → Close account → "Start deleting my account". Either way the screen first spells out what will go — your account, the businesses that will be deleted with it, and the memberships you will simply leave.
To confirm you enter your password and type the confirmation word shown on screen — DELETE in English, SİL in Turkish. Once confirmed, the deletion happens in the same second: it does not join a queue, it does not wait for a confirmation email, and it cannot be undone. If you own a business that still has other members, the screen stops before any of this and asks you to hand ownership over first (below).
| Step | Where | What happens |
|---|---|---|
| 1 | App: More → Settings → Close account · Panel: Settings → Close account | The full list of what will be deleted appears on screen |
| 2 | Password + the confirmation word (DELETE / SİL) | Two separate confirmations: one stops muscle memory, one stops a session left open |
| 3 | Confirm | The account, the profile and every business you solely own are deleted at once |
02Route 2 — request it if you cannot get into your account
If you have removed the app, forgotten your password, or lost access to the account's email address, you can open a deletion request with the form below. The form does not ask you to sign in.
A request is not the deletion itself; it STARTS one. The person who picks it up first verifies that the address really is yours, then deletes. Without that step, all a stranger would need to delete somebody's account is their email address. You will be contacted at the address you write in; the outcome is reported within 30 days at the latest, the maximum period Turkish data protection law (KVKK, art. 13) allows for a data subject request.
03What goes when an account is deleted
Deletion runs as a whole, not piece by piece: a record attached to your account and the call transcripts attached to that record go together. The order is fixed — first the businesses and everything under them, then the memberships, and the identity last.
| Data | What happens |
|---|---|
| Account, profile and sign-in credentials | Deleted |
| Businesses you are the sole owner of | Deleted with the business: customer records, conversations, call transcripts, appointments, quotes, knowledge base and settings |
| Businesses other people are also in | Not deleted — your membership is removed, the business stays |
| Notification preferences and your devices | Deleted; no further notification reaches your phone |
| Invoices and payment records | Not deleted — kept for the statutory retention period (below) |
04If you own a business
If a business you own still has OTHER members, your account cannot be deleted as it stands. Both the app and the panel say so the moment the deletion screen opens, and list the businesses in the way, with how many people are in each. The reason is the business itself: with the owner gone, nobody can run it, nobody can pay its bill, nobody can remove its team.
The fix is to hand ownership over: make another member the owner from the team screen, then start the deletion again. Businesses you own on your own are not blocked in this way; they are deleted together with the account.
05What is kept, and why
The one group that is not deleted is the financial record: issued invoices, payment receipts and the subscription movements they rest on. This is not our preference but a legal obligation — Turkish tax law requires these documents to be kept for five years and the Turkish Commercial Code requires commercial books and records to be kept for ten. When the period expires, these records are deleted too.
What is kept is the document itself — name, billing address, amount and date. Your customer records, your conversations and your call transcripts are not part of it and go at the moment of deletion.
One line also stays in the security log: "account deleted". It does not contain the account; it records only when the deletion happened and from which address. Without that line there would be no way to tell a deleted account apart from a compromised one.
06If you are the customer of a business using luup
If you received a message or a call from a business that uses luup and you want your record deleted, the request goes to that business: it is the data controller and it makes the deletion decision. The "A record a business holds about me" option in the form is for exactly this case.
We log requests of this kind that reach us and pass them on to the business concerned; we cannot touch its customer record ourselves without its instruction. If you do not know which business it was, write the number or the link that reached you and we will trace the source and point you to it.
Deletion request
Fill in the form
You do not need to sign in. Once the request arrives, we reply to the address you wrote to verify that it is yours.
If you can still sign in there is no need to wait: Settings → Close account deletes the account there and then — the same route lives under More → Settings in the mobile app.
FAQ
Frequently asked questions
No. Deletion from the panel is immediate and irreversible; an account restored from a backup would not have been deleted at all. If you want to keep your data, download it before you delete: Settings → Download my data gives you the whole account as a JSON file — profile, memberships, notification preferences, devices and the security log.
Deletion also ends the subscription and nothing is charged for the next period. There is no automatic refund for the remaining days of a period already paid for; if you want to ask for one, write through the form before you delete, because verifying who a request belongs to gets harder once the account is gone.
No. Removing the app removes the copy on your phone; your account and your records stay on the server. For the data itself to be deleted you close the account from the app or the panel — or, if you can reach neither, fill in the form on this page.
Deletion from the panel happens immediately. For a request opened through the form, the address is verified as yours first; the outcome is reported within 30 days at the latest. That is the maximum period Turkish data protection law allows for a data subject request, and in practice it is much shorter.