Quick summary
- Registered customers can delete their account instantly from this page while signed in. Deletion is permanent and cannot be undone.
- Can't log in, or never had an account? Submit the request form below. We verify your identity and complete the request within 14 days.
- We delete your name, email, phone number, password and sign-in link. We never store your M-Pesa PIN, so there is nothing to delete there.
- Payment and airtime delivery records are kept for 5 years for tax, audit and fraud-prevention reasons, but are detached from your identity as far as the account is concerned.
- Deleting your account does not cancel or refund any completed purchase. M-Pesa payments and delivered airtime cannot be reversed.
Ways to delete your account
Fastest
Self-service (instant)
For customers who can log in. Your account is deleted immediately after you confirm.
- Log in at /auth/login (email & password, or Google).
- Return to this page, or open My Account and choose Delete my account.
- Fill in the confirmation form under Delete now.
- Press Permanently delete my account. You are signed out automatically.
Manual
Request form or email
For people who forgot their password, lost access, or want data removed without logging in.
- Fill in the request form below, or email support@goldmen.co.ke.
- We verify you own the email address (and phone number, if provided).
- We delete the data and email you a confirmation within 14 days.
Delete now (signed-in customers)
Sign in to use instant deletion
You are not signed in.
Log in and come back to this page to delete your account immediately, or use the
request form below if you cannot log in.
Log in to delete my account
Request deletion without logging in
Use this form if you cannot sign in, or if you want your data erased without logging in. Only submit details that belong to you. We will contact the email address you enter before deleting anything.
What gets deleted
When your account is deleted, the following is permanently removed from our live systems:
| Data | What it is | Result |
|---|
| Full name | The name on your profile | Deleted |
| Email address | Your login and contact email (including Google email) | Deleted |
| Phone number | Number saved on your account profile | Deleted |
| Password | Stored only as a one-way bcrypt hash (we never see your actual password) | Deleted |
| Account status & dates | Active/suspended flag, sign-up and update timestamps | Deleted |
| Login sessions | You are signed out on deletion; sessions can no longer be resumed | Ended |
| Purchase history link | The connection between your account and your past airtime purchases | Removed (records detached, see below) |
| Activity-log entries | Sign-up / login entries that name you or your email | Personal details replaced with “removed on account deletion” |
Backups: encrypted server backups may contain your data until they roll over. They are not used to restore deleted accounts, and any restore will be followed by re-applying deletions.
What we keep, and why
The law and our payment partners require us to keep certain financial records even after an account is closed. These records are not used for marketing and are no longer tied to a customer profile.
| Data | Why we keep it | How long |
|---|
| Airtime transaction records | Amount, date, network, recipient number, payer M-Pesa number, M-Pesa receipt/checkout IDs, delivery status. Needed for accounting, tax compliance, reconciliation with Safaricom and our airtime provider, and handling disputes or chargebacks. | 5 years from the transaction date, then deleted or fully anonymised |
| Security & fraud logs | Anonymised technical records (e.g. IP address and action type) used to detect abuse, failed payments and attacks. | Up to 12 months, unless needed for an active investigation |
| The deletion request itself | Name, email, reference number and outcome, kept as proof that we handled your request. | 12 months after completion |
| Data under a legal obligation | Anything we are required to retain or disclose under a court order, regulator request or other Kenyan law. | For as long as the law requires |
What does “detached” mean?
After deletion your transactions no longer point to any profile (their account link is cleared). A purchase record will still show the phone numbers used in the payment, because those are part of the M-Pesa and airtime delivery record. If you want those numbers erased earlier than the retention period and there is no legal reason to keep them, tell us in your request and we will assess it case by case.
Before you delete
- It is permanent. We cannot restore a deleted account, its profile or its history view.
- Pending purchases. If a payment or airtime delivery is still processing, wait until it shows as Sent or Failed before deleting, so we can complete it and you can keep your confirmation.
- Save your records. Take screenshots or copy your M-Pesa SMS receipts if you may need proof of purchase later. Once the account is deleted we cannot look purchases up by account.
- No refunds. Deleting your account does not reverse completed payments or delivered airtime.
- Google sign-in. If you signed up with Google, deleting your account here does not delete your Google account. See third parties to remove the app’s access.
- Re-registering. You are free to create a new account with the same email afterwards. It will start empty.
- Suspended accounts. Deletion does not lift a suspension for fraud or abuse; we may keep minimal records needed to prevent repeat abuse where the law allows.
How long it takes
- Self-service deletion: takes effect immediately. You are signed out and the profile data is removed from our live database in the same step.
- Request received: you get an on-screen reference number and an acknowledgement email straight away.
- Identity check: we email the address on the request (and may ask a simple question about your account or a recent purchase). Requests that cannot be verified may be declined to protect your account from being deleted by someone else.
- Deletion completed: within 14 days of a verified request, and we email you to confirm. If a request is complex we will tell you why and when to expect it.
- Backups: any remaining copies in backups expire on the normal backup cycle.
Third parties that also hold some data
To sell you airtime we work with other services. Deleting your account here removes our copy of your profile, but these independent organisations keep their own records under their own policies:
- Safaricom M-Pesa (Daraja) processes your payment. Safaricom keeps its own transaction history of your M-Pesa account. We cannot delete that; contact Safaricom for requests about it.
- Airtime delivery provider receives the recipient number and amount to deliver the top-up. These delivery records are kept by the provider for its own legal and audit purposes.
- Google (only if you used “Log in with Google”). We receive your name and verified email. To remove our access, visit your Google Account → Security → Third-party apps & services and remove Goldmen Solution.
- Google Analytics / Tag Manager (if enabled on this site) uses cookies to measure traffic. You can clear cookies in your browser or use Google’s opt-out add-on.
- Hosting provider stores our servers and backups in line with our retention schedule above.
Bought airtime as a guest?
Guest purchases are not linked to an account, so there is nothing to log in and delete. Guest transaction records are subject to the same 5-year financial retention as everything else. If you would like us to locate and remove or anonymise personal details connected to a guest purchase where the law allows, use the request form and choose Erase my data only. Please include the M-Pesa number used to pay and, if you have it, an M-Pesa receipt code so we can find the record.
Your other data rights
Under the Data Protection Act, 2019 you may also ask us to:
- Access the personal data we hold about you and get a copy.
- Correct information that is wrong or out of date.
- Object to or restrict how we process your data.
- Withdraw consent where processing is based on consent.
Email support@goldmen.co.ke to exercise any of these. If you are not satisfied with our response you may complain to the Office of the Data Protection Commissioner (ODPC), Kenya at odpc.go.ke.
Frequently asked questions
Can I undo the deletion?
No. Once confirmed, the account is permanently deleted. You can register again, but the new account will not contain your old profile.
I signed up with Google and have no password. How do I delete?
Log in with Google, return to this page and type your email and the word DELETE to confirm. No password is needed.
I forgot my password / can't log in.
Use the request form above with the email on your account. We verify ownership of that email, then delete the account for you.
Will my airtime or money be refunded?
No. Deletion is not a cancellation of completed purchases. M-Pesa payments and delivered airtime cannot be reversed. If a purchase failed, contact us before deleting your account so we can help resolve it.
Do you delete my purchase history?
Your account's purchase history view disappears with the account. The underlying payment records are kept for 5 years for legal reasons and are no longer connected to a profile.
Do you ever store my M-Pesa PIN?
No. You enter your PIN on your phone's STK Push prompt, which goes directly to Safaricom. We never see or store it.
How do I know my request was handled?
You receive an email confirmation to the address on the request when it is completed. Quote your reference number (e.g. DR-00012) if you contact us.
Someone else asked to delete my account. Is that possible?
We verify every manual request through the account's email address before acting, so nobody else can delete your account without access to your inbox. If you think a request was made in error, reply to the verification email and we will stop it.
Does this apply to a mobile app?
This page covers the Goldmen Solution website and any app or service that uses the same account. The same steps and the same web address apply.
