Deleting your data
There is no account to close, because there is no account. What there is, is an installation ID holding a balance and a list of calls — and one email erases it.
- No name, no email held
- Installation ID is the handle
- Deleting forfeits credit
How to do it
Open the app's settings screen, copy your installation ID, and email it to [email protected] asking for deletion. That ID is the only thing linking you to your records, so it has to be in the message — we hold no name, email address or phone number to look you up by.
Deleting erases your call records and your balance. Any remaining credit is forfeited, because the record and the balance are the same thing. Spend it first if you intend to. Transaction records that tax and accounting law requires us to keep are retained; nothing else is.
The steps
- 1
Spend or write off any remaining credit
Deletion removes the record that holds your balance, so the balance goes with it. This is not a policy choice made to discourage you — the balance is a field on the record being deleted, and there is no identity to reattach it to afterwards. Check the balance before you send the email.
- 2
Copy the installation ID from the app's settings screen
It is a random identifier generated on your device when the app was installed. It is not linked to your identity and cannot be used to work out who you are; it is simply the handle your records are filed under. Without it we cannot identify which records are yours, and we will have to say so rather than guess.
- 3
Email the request
Send the ID to [email protected] and say you want your records deleted. You do not need to give a reason, and you do not need to prove anything beyond holding the ID. We aim to reply within 24 hours and to complete deletion within the time limits the law sets.
- 4
Delete the app, if you want the local copy gone too
Removing the app clears what it stored on the device. Do this after the deletion request rather than before, because uninstalling first can lose the installation ID and with it the only way to identify your records.
What Telvio holds about you
- An anonymous installation identifier, generated on your device, which holds your credit balance. It is not tied to your identity.
- Call records — the number dialled, the start time, the duration in seconds, the rate applied and the amount deducted. This is what any phone bill contains and it is what makes correct billing possible.
- Purchase records — the transaction identifier from Apple or Google and which pack was bought, so credit is granted correctly and receipts can be verified.
- Technical data — IP address, device model, operating system and app version, network type, and crash reports.
- Nothing else. No name, no email address, no phone number, no contact list, no precise location, no card details and no advertising identifier.
What we do not hold, and why that matters here
The app asks for no personal details at all, which has a consequence people find surprising when they exercise a privacy right: we cannot find your data from your name or your email address, because we have never had either. There is nothing to match a name against. The installation ID is the only handle that exists.
Call audio is not among the things that can be deleted, because it is never stored. Audio is carried in encrypted form for as long as the call lasts and then it is gone — not recorded, not analysed, not retained. The same is true of your contact list: if you allow the app to read contacts, it is read on the device so you can pick a number, and it is never uploaded.
This is a deliberate trade. Holding less means a breach of our systems exposes very little about you, and it means the honest answer to most data requests is short. It also means that if you lose the installation ID before asking, we may genuinely be unable to identify your records — which is the price of not holding a way to identify you.
What is kept afterwards, and for how long
Deletion is not absolute, and no service that handles payments can honestly promise that it is. Tax and accounting law obliges us to retain transaction records for a period that can reach five years, and those records survive a deletion request. They record that a purchase happened and for how much, not what you called.
In the ordinary course, without any request from you, call records are held for up to twelve months and then deleted or reduced to statistics that cannot identify an installation. Crash and diagnostic data is held for up to ninety days. Your balance and its installation ID persist for as long as the installation exists and holds credit, because that record is the balance.
The full picture, including the legal bases we rely on and the processors involved, is in the privacy policy. If you are in the EEA or the UK you can complain to your national data protection authority, and if you are in California the CCPA rights to know, delete and correct apply through the same route. We would rather you came to us first, and we answer either way.
Your other rights, and how to use them here
Deletion is the one people ask for most, but it is not the only right and the others work the same way — through the installation ID, because there is nothing else to identify you by.
Access. Ask and we will send you what is filed against your installation: the call records, the purchase identifiers and the technical data. It is a short document, because there is not much.
Correction. Rarely relevant here — the records are machine-generated facts about calls rather than details you supplied — but if a call record is wrong, that is also a billing error and we correct it either way.
Portability. The same export, in a machine-readable form. There is no name or contact detail in it, because none was ever collected.
Objection and restriction. Available in the ordinary way. Note that objecting to the processing of call records means objecting to the thing that makes billing possible, so in practice it amounts to closing the account.
For all of them: email [email protected] with the subject Privacy request and your installation ID. We answer within the time limits the law sets and aim to be much faster. If you are in the EEA or the UK you may also complain to your national data protection authority, and if you are in California the CCPA rights to know, delete and correct run through the same route.
Bottom line
Send your installation ID — from the app's settings screen — to [email protected] and ask for deletion. That ID is the only link between you and your records because we hold no name, email or phone number.
Deletion forfeits any remaining credit, since the record being deleted is the balance. Spend it first if you want to.
Call audio and your contact list cannot be deleted because they are never stored. Transaction records are kept where tax law requires it; call records otherwise expire within twelve months on their own.
Frequently asked questions
How do I delete my Telvio data?
Copy the installation ID from the app's settings screen and email it to [email protected] asking for deletion. That ID is the only handle linking you to your records, because the service holds no name, email address or phone number.
Is there an account to delete?
No. Telvio has no accounts and no registration. What exists is an anonymous installation identifier that holds your credit balance and the call records filed against it, and that is what a deletion request removes.
Will I lose my credit if I delete my data?
Yes. The record being deleted is the record that holds the balance, and once it is gone there is no identity to reattach the credit to. Spend the balance before requesting deletion if you intend to use it.
Does Telvio record my calls?
No. Call audio is carried in encrypted form for the duration of the call and is never recorded, stored or analysed. There is no recording to request or to delete.
Does Telvio upload my contact list?
No. If you grant contacts access, the list is read on your device so you can pick a number to dial. It is never uploaded or stored on our side.
What does Telvio keep after a deletion request?
Transaction records that tax and accounting law requires, which can be up to five years. They record that a purchase happened and its amount, not what you called. Everything else in scope is deleted.
How do I get a copy of my data?
Email [email protected] with the subject Privacy request and your installation ID from the app's settings screen. We will send what is filed against that installation: call records, purchase identifiers and technical data. It is a short document.
Can I correct my data?
The records are machine-generated facts about calls rather than details you supplied, so there is rarely anything to correct. Where a call record is wrong, that is also a billing error and it is fixed either way.
Related answers
- Your call will not connect
- Your call drops part-way through
- We cannot call that destination
- The call connects but nobody can hear anything
Still stuck?
Write to us with the date, the time and your time zone, and say what you saw. A person reads every message and we aim to reply within 24 hours.
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