If you still decide to delete your account, you can continue with the deletion request form.
To request account deletion, fill out the form at kolo.xyz/personal-data-deletion.
After submitting, our support team will contact you via email within 2 business days to confirm your request.
If you're considering deletion because of frustration with timelines, a missing feature, or an issue you're not sure how to fix, you can contact support first — in many cases we can resolve the problem or explain your options, and you may not need to delete your account at all.
Processing Time
Once you submit a deletion request:
Standard processing time: up to 30 days
In some cases, this may be extended up to 90 days
You'll receive a confirmation email once your request is being processed, and another when it's complete.
Your account cannot be deleted instantly.
Deletion happens in two stages:
your account is deactivated and your cards are blocked (fast, right after your request is confirmed)
your data is fully removed or anonymized (up to 30 days, occasionally up to 90 days)
This staged process is required to comply with financial and data-protection regulations, so we're unable to skip these steps or speed up the timeline, even on request.
What Happens to Your Data?
Important: The outcome depends on your verification status.
If you haven't completed verification:
All your personal data will be fully removed from our systems
If you've completed verification (KYC):
Due to EU regulations (GDPR Article 17(3)(b) and AML/CTF laws), we are legally required to retain certain data
Client and transaction records must be kept for at least 8 years after your relationship with Kolo ends
Your data will be anonymized and archived — the rest will be removed from active systems.
This means we can't erase your transaction history on request — those records are anonymized and archived so they're no longer linked to an active profile, while everything else is removed from active systems.
If you believe your data protection rights aren't being respected, you can file a complaint with your local data protection authority.
What Gets Deactivated?
Once your account is deleted:
✅ Your Kolo account is deactivated
✅ All cards are blocked and closed
✅ Deposit addresses are deprecated
✅ Access to the app is removed
Before You Delete
Make sure to withdraw all your funds before requesting deletion. If you have a remaining balance, you'll need to withdraw it first.
If you use a non-custodial Web3 wallet, recovery depends on your recovery phrase. Make sure you have it saved before deleting or reinstalling the app.
If you are considering deletion because a feature is unavailable, paused, or not visible yet, you can contact support first. We can clarify the current status and help you understand whether the issue is account-specific or related to product availability.
FAQ
Can I Create a New Account Later?
Can I Create a New Account Later?
Yes. If you decide to return to Kolo in the future, you can sign up again and go through the verification process as a new user.
Can I get my data, funds, and card back if I reinstall the app?
Can I get my data, funds, and card back if I reinstall the app?
Yes. Reinstalling the Kolo app does not delete your account, cards, or funds.
Deleting or reinstalling the app only removes the application from your device. Your Kolo account, balances, transaction history, and virtual card details remain securely stored in Kolo’s systems. To regain access, install the app again and log in using the same account details.
If you cannot log in after reinstalling the app, contact support so we can help restore access to your account.