Download or erase your account data

You can download a copy of everything your account holds with us, or ask us to erase the account. Both are in the dashboard under Settings, in the Your data card. Only the account owner can use them, and we ask you to sign in again first, because each one hands over the whole account.

Download your data

1. Open Settings and find Your data.
2. Press Request a data export. If we ask you to sign in again, do so; you come straight

back to the same place.

3. We put the file together in the background. It usually takes a few minutes, and the card

shows Ready when it is done.

4. Press Download. Each press gives you a fresh link that works for 15 minutes.

The file is a zip of JSON — one file per kind of record (your account, your team, websites, domains, billing, invoices, tickets and everything else stored for your organisation), plus a manifest.json that lists them. It is machine-readable, so you can take it to another provider. Passwords, keys and other security secrets are not included; they appear as [redacted].

The download is available for 7 days. After that the file is deleted, and you can ask for a new one at any time.

Erase your account

1. Open Settings, find Your data, and press Erase this account.
2. Type your organisation's name exactly as it appears, and tick the box to confirm you

understand what happens.

3. Sign in again if we ask you to.

From that moment nothing renews, so you are not billed again. The erasure itself runs after a 14-day cooling-off period. Until then the card shows the date it will run and a Cancel the erasure button: cancel, and nothing is erased. If you cancel, turn automatic renewal back on in Billing for anything you want to keep.

When the cooling-off period ends we:

• close the account and shut down its websites;
• erase the people in it: anyone who is not also in another organisation has their sign-in

deleted and their name and e-mail address removed;

• overwrite contact details and messages in everything else the account held.

An account with an unpaid balance cannot be erased until the balance is paid.

What we keep, and why

Tax law requires us to keep invoices, credit notes and payment records for 10 years after the year they belong to. We keep them exactly as they were issued and use them for nothing else. Domains you still hold keep their registration details for as long as they stay registered, because the registry requires them. We also keep the record that your account was erased.

Questions

If you want the erasure to happen sooner than the cooling-off period allows, or you have a question about your data, open a support ticket from the dashboard.