Request account deletion

Who this is for

This process applies to consumer wallet accounts (CheckoutNow mobile app and CheckoutPay WhatsApp Wallet). It does not close merchant or business accounts — business users should contact support from their dashboard or email us from their registered business address.

Before you request deletion

• Withdraw or spend any remaining wallet balance. We cannot delete an account that still holds funds until the balance is zero.
• If you have an active Dollar Virtual Card, withdraw card funds and freeze the card first.
• Resolve any open support tickets or disputes linked to your wallet.
• Deletion is permanent. You will need to register again if you want to use the wallet in future.

What we delete

After we verify your identity, we delete or anonymise active personal data tied to your consumer wallet where we are not required to keep it, including:

• Wallet profile details (display name, notification preferences, PIN credentials)
• Linked app device tokens and in-app session data
• KYC documents and verification artefacts stored for your consumer profile, where retention is not required
• Virtual card request and card notification settings associated with your wallet
• WhatsApp Wallet menu state and messaging preferences used only to operate your wallet

What we may keep

We may retain certain records after account closure where required by law, regulation, fraud prevention, or accounting rules, including:

• Transaction, transfer, and payment history (often for several years)
• Records needed for tax, AML/CTF, dispute resolution, or regulatory reporting
• Support correspondence related to financial activity
• Aggregated or de-identified analytics that no longer identify you

See our Privacy Policy for more on retention and your rights.

How to submit your request

Email us from the address on your KYC profile if you have one, or send a message that includes your registered wallet phone number (including country code, e.g. +234…). We may ask for further information to confirm you own the account.

Email: notify@chcek-outpay.com · Phone: 08148790554

What happens next

1. We acknowledge your request and verify your identity (usually within a few business days).
2. We check for remaining balance, open disputes, or regulatory holds.
3. We delete or anonymise eligible data and confirm when your consumer account is closed.

If we cannot complete deletion immediately (for example because of a legal hold), we will explain why and give an expected timeline.