Delete your customer account

This page explains how to request the deletion of your customer account with 24fire GmbH (“24fire”). There is a single customer account for our control panel at cp.24fire.de, our shop at 24fire.de and our “24fire” apps for iPhone and Android (developer: 24fire GmbH). Deleting the account deletes it for all of these services at once.

Removing the app from your device does not delete your customer account.

1) How to request deletion

1.1 In the “24fire” app

Open the “Account” section in the app and tap “Delete account”. The app opens the privacy settings of your customer account in the control panel in your browser. From there, continue as described in section 1.2 from step 3.

1.2 In the control panel

1. Sign in at cp.24fire.de.
2. Open “Settings” and then the “Privacy” tab — directly: cp.24fire.de/account/settings?tab=privacy.
3. In the “Delete account” section, select “Start deletion”. You will see an overview of what happens to your services (section 2.1).
4. Tick the boxes to confirm that you understand the consequences. If you still have credit, you also confirm that you waive it (section 2.2).
5. Select “Confirm your identity” and verify yourself with one of the methods you have set up for your account.
6. We send a 6-digit confirmation code to the email address of your customer account. Enter it and select “Confirm deletion”.

You are then signed out and we send you a confirmation by email. It contains the link with which you can withdraw the request (section 2.3).

The “Privacy” tab remains available even if your customer account has been suspended.

1.3 By email

If you can no longer sign in, write to us at kontakt@24fire-gmbh.de. Please write from the email address stored in your customer account. Before we start the deletion, we check that the request comes from you; for this we may ask you for further information.

1.4 Prerequisite

If a payment of yours is currently being processed, you can only request deletion once it has completed. This applies to online payments from the last 48 hours and to bank transfers that have not yet arrived.

2) What happens after confirmation

2.1 Immediately

On confirmation, your customer account is deactivated; you can no longer sign in. At the same time we wind up your services:

• KVM servers and other products are cancelled immediately, without a refund for the remaining term.
• Webspaces are deleted immediately, including all data stored on them.
• Domains are cancelled and no longer renewed.
• A 24fire+ subscription ends; periods already paid for are not refunded.
• An automatic credit top-up is cancelled with the payment provider.
• A donation page stops accepting donations.
• Participation in the affiliate programme ends; commissions not yet confirmed lapse.
• Open support tickets are closed.
• Products that other users have shared with you are removed from your access.
• Applications you have granted access to your customer account lose it.
• A subscription to our status page status.24fire.de ends.

Back up any data you want to keep before you confirm the deletion.

2.2 Credit

Any remaining credit lapses without compensation when the account is deleted. You expressly waive it in the request.

2.3 30-day period to withdraw

Until 30 days after confirmation you can withdraw the request: via the link in the confirmation email and the button on the page it opens. If you no longer have the email, enter your email address and password on the control panel's sign-in page; we will then send you the link again.

Withdrawing only restores your customer account. Services already cancelled or deleted (section 2.1) remain terminated.

2.4 After the period ends

After 30 days we irreversibly delete or anonymise your data (section 3) and confirm this by email to the address stored in your customer account at the time of the request.

3) Which data we delete

• Profile: first and last name, email address, mobile number, date of birth, profile picture and your newsletter consent.
• Credentials and security: password, two-factor methods (authenticator app, recovery codes, passkeys), API keys, sessions, pending confirmation codes, the remembered sign-in countries, access granted to applications and your stored SSH key.
• Linked accounts: the links with Discord, Google, Apple and GitHub.
• Billing addresses in your customer account.
• Apps: app sessions, paired devices, pairing and approval requests, and registrations for Live Activities and live updates.
• Notifications: push registrations and your notification settings.
• Trusted contacts — in both directions.
• Services: credentials and shares of your services, share links, pinned services, saved DNS states and domain transfer records.
• Support: the text of your tickets is redacted, attachments are deleted.
• Messages in your customer account's inbox.
• Donation page: donors' name, email address, country and input are redacted; the page's address is released.
• Other: your details in bug reports including screenshots, in requests for a trial server and for unblocking outgoing mail, feedback from registration and notes our support team made about you.
• Logs: in the activity log we replace your name. For your consent to the terms and privacy policy we remove the IP address and browser identifier.

4) Which data we keep — and for how long

Some data we must or may keep after deletion (Art. 17(3) GDPR). It is deleted when the respective period ends.

Backup copies of our data are subject to the retention periods set out in our privacy policy (section 13).

5) Further information

Detailed information on how we process your data, on your rights and on all retention periods can be found in our privacy policy, in particular sections 6.7 (access and deletion), 12 (rights of the data subject) and 13 (duration of storage). Before deletion you can request a copy of the data stored about you as a PDF in the same privacy settings.

The controller is 24fire GmbH, Kronenstraße 4, 68723 Schwetzingen, email: kontakt@24fire-gmbh.de.