Last updated: September 18, 2026
This page explains how to ask us to delete your Safewire NCB Wallet account and what happens to your information when you do.
Safewire NCB Wallet and Safewire Merchant Terminal are published by Safewire Technologies Ltd, 20-22 Wenlock Road, London N1 7GU, United Kingdom, which is the data controller for the information described here.
Read this first — deleting your account can permanently lock you out of your money
Safewire is non-custodial. We never hold your funds and we cannot move them. Your wallet is controlled by keys that only you have.
When you set up a recovery method, we store an encrypted backup of your wallet key that we cannot read. We hold the locked box; you hold the key. Deleting your account destroys that box.
If you later lose your phone and you have not written down your Secret Recovery Words, nobody — including us — can restore your wallet, and any funds in it are lost for ever.
Before you ask us to delete your account:
- Open the app and go to Backup & Recovery.
- Write down your Secret Recovery Words and store them somewhere safe and private.
- If you imported any account using a private key, save that key too — imported keys cannot be recovered from your Secret Recovery Words.
- If you use cloud backup, delete the Safewire recovery file from your own Google Drive or iCloud. It is in your account, not ours, so we cannot remove it for you.
Never share your Secret Recovery Words with anyone. Safewire staff will never ask for them.
How to request deletion
Email compliance@safewireworld.com with the subject line “Delete my account”.
Send the message from the email address on your Safewire account if you have one. Include the phone number registered to the account, since that is how accounts are identified.
We will confirm within 30 days. We may ask you to verify that the account is yours before we act — this protects you from someone else deleting your account.
What we delete
- Your account record, including your phone number, name and email address
- Your wallet profiles and account addresses
- Your passkeys and recovery factors, including the encrypted wallet backup we store
- Your saved payees, their addresses, and any notes or labels you added
- Your app settings and preferences saved to your account
- Your notifications and push-notification registrations
- Any internal notes, referral records and support history attached to your account
What we must keep, and for how long
Some records must be retained by law, even after you ask us to delete your account. We keep them only for the periods below, and we do not use them to contact you or to build a profile of you.
| What | How long | Why |
|---|---|---|
| Records of money transfers, and the identity details attached to them (name, date of birth, address) | Five years from the date of the transfer under Canadian anti-money-laundering rules, and ten years where Sint Maarten rules apply | Anti-money-laundering and counter-terrorist-financing law |
| Reports we are required to file with financial regulators, and the information used to prepare them | The retention period the applicable regulator requires | Legal filing obligations |
| Security and audit records of actions taken on the platform | Seven years. The legal minimum is five; seven is our own standard | Financial-crime prevention and independent audit |
If you have an unresolved compliance matter open with us when you ask for deletion, we may need to complete it before we can delete your account. We will tell you if that applies to you.
What we cannot delete
Blockchain transactions. Every transfer you make is recorded on a public blockchain. Those records are permanent and can be read by anyone. Nobody — including Safewire — can change or erase them. This is how public blockchains work, and it applies to every wallet, not only ours.
Your identity documents. When you verified your identity, your documents and selfie were collected and are held by our verification provider, Sumsub, who process them on our instructions. We keep only the outcome of the check, not the documents themselves. We will instruct Sumsub to delete your verification records as part of your deletion request — you do not need to contact them yourself.
Your own cloud backup. If you enabled cloud recovery, a Safewire recovery file is stored in your own Google Drive or iCloud account. It belongs to you and we have no access to it. Delete it from your cloud storage yourself.
Records held by merchants. If you paid a Safewire merchant, that merchant may hold its own record of the payment under its own obligations. Contact the merchant directly.
Deleting only some of your data
You do not have to close your account to have data removed. You can:
- Delete saved payees at any time, in the app
- Delete a wallet profile you no longer use, in the app
- Ask us to delete your app-data backup from our servers, by emailing the address above
You also have the right to ask for a copy of the personal data we hold about you, and to ask us to correct anything that is wrong. Email the same address.
Questions
Safewire Technologies Ltd, 20-22 Wenlock Road, London N1 7GU, United Kingdom
compliance@safewireworld.com