Close your OLET account and delete data

This article is for the OLET - Retail Point of Sale app and its back office. Closing your account removes your catalog, registers and team access, and erases the personal details held on your account. You can do it yourself in the back office, or by email if you cannot sign in.

Who can close the account

Only the primary admin. Anyone else who tries is told “Only the primary admin can close this account.” The primary admin is the person tagged Primary on the users list; see Users and roles.

Close it in the back office

1. Sign in to the back office as the primary admin.
2. Go to Settings > Billing.
3. In the Account section, select Close account.
4. Read the warning: “Closing permanently removes your catalog, registers and team access.” and “Sales records are kept only as long as the law requires. This can’t be undone.”
5. Type your store name exactly as shown in the dialog, in the box labeled “Type” followed by your store name and “to confirm”.
6. Select Close account. Keep my account closes the dialog and changes nothing.

The Close account button turns on once the name you typed matches. If the name does not match, the account is not closed.

When closing happens

• Free (Lite) plan, trial, or an ended trial: the account closes immediately and you are signed out.
• A paid plan, including one that is canceling, pausing or paused: the account is marked as closing and closes at the end of the period you have already paid for. There is no refund for the rest of that period. The Billing page then reads “Your account closes on” followed by the date, and offers Keep my account until then.

Selecting Close account a second time while the account is already closing does nothing extra.

When you cannot close yet

If your account is past due or suspended, the dialog hides the name field and shows “You can’t close yet” with “Pay the outstanding balance before closing your account.” Pay the balance first, then close. An account that is already closed cannot be closed again.

Before you leave, consider these options

The dialog offers up to three tiles:

• Downgrade to Lite plan. “Keep basic POS access with no monthly fee.” Shown only if switching plans is currently open to you. Selecting Switch to Free opens the same dialog described in Change or pause your plan.
• Pause account. “Freeze billing and preserve all data for 30 days.” Shown only if pausing is currently open to you. Selecting Pause billing opens the same dialog described in Change or pause your plan.
• Need help? “Talk with our team before closing your account.” Always shown. Selecting Chat with support opens your email program, addressed to support@getolet.com, with the subject “Before I close my Olet account”.

Export what you want to keep, first

Once the account is closed there is nothing left to export from, so do this before you close it.

• Products. See Export your products.
• Customers. Export them from the customers list. See Customers overview.
• Inventory. Export it from the inventory pages. See Inventory overview.
• Invoices from us. Download them from the billing portal while you still have it. See Payment details and invoices.

What happens after the account closes

1. Access stops. Register sessions and paired devices are revoked, connected integrations are disconnected, and everyone’s sign-in sessions are ended.
2. After 30 days, personal data is erased. Every staff account and every customer record on the account is anonymized, the sign-in logins for your team are deleted, and the account’s email address, phone number and contact details are replaced with placeholders. That frees the email and phone number to be used for a new signup.
3. After the retention period, the rest is deleted. What is left of the account is permanently deleted. The default retention period is 3653 days, about 10 years, counted from the day the account closes.

What is deleted and what is kept

Deleted or erased

• Your catalog, registers and team access.
• Staff and customer names, email addresses, phone numbers and other personal details: they are anonymized in place after 30 days. The records stay, but they no longer say who the person was.
• Staff sign-in logins, PINs and passwords.
• The owner’s contact name, street address, reply-to email, and outlet emails and phones.
• Everything else on the account, once the retention period ends.

Kept, and for how long

• Sales records, and the store name, city, state, country and outlet addresses that appear on them, are kept for the retention period, which defaults to 3653 days (about 10 years) from the day the account closes. They are kept because the law requires sales records to be kept, and they carry no customer or staff personal details after step 2 above.
• A one-way fingerprint of your email and phone number is kept so that an account cannot be erased and re-created to get a second free trial. It cannot be turned back into your email or phone number. No end date is set for it.

Staff and cashier accounts

Staff and cashiers do not close the account. Their accounts are created and removed by your store’s admin, under users in the back office. See Users and roles for how to remove someone and how to erase a former staff member’s personal details. A staff member who wants their details removed should ask your store’s admin.

Shoppers’ data

Shoppers are your store’s customers, and your store decides what happens to their records. To send a customer their data, erase their personal details, or record their marketing consent, see Customer data requests.

No access to the app? Ask by email

If you cannot sign in to the back office, or no longer have the app, email support@getolet.com from the email address on the account, with the subject “Delete my OLET account”. Say the store name and that you want the account and its associated data deleted. We reply to the same address to confirm the request with you before anything is closed.

If it goes wrong

• Nothing happened when you selected Chat with support. It opens your email program, and some browsers do not have one to open. Email support@getolet.com yourself instead.
• You want to stop trading but keep your data. Choose Switch to Free or Pause billing instead. See Change or pause your plan.
• You asked for a close on a paid plan and changed your mind. Until the closing date the Billing page offers Keep my account.