Delete your account and what happens to your data

The short answer

Deleting your account is permanent. Your tours, panoramas, library, posts and comments are removed at once, and a background job removes their files. Deleting the account cancels the subscriptions that bill your card at once, and pays nothing back: the time left on a plan or a Vault is lost. Click your name or picture at the top right (on a narrow screen, the menu button), My Account, scroll to the Delete Account card, click Delete Account, type your password and click Delete Account again.

Before you delete

1. Look at what you pay for. The box that asks for your password lists what deleting the account ends: You have N Vaults that are still running. Deleting your account ends them and the tours in them, and nothing is refunded. and Subscriptions that bill your card are cancelled at once. A plan and a Vault that renews by itself are cancelled for you. If you want the money for the time left, ask first: see Cancel a Vault and get your money back and Upgrade, downgrade or cancel. To hand a Vault on with its tour, hand the tour over before you delete. To ask about a refund, write to moc.rmaronap@tcatnoc.
2. Keep what you want. The app has no export of your account's data. A tour can be downloaded: on its Publish tab click Download in the left menu, click Download on the Download Standalone Tour card, then choose Download free theme (or Download my design on a paid plan). To give a tour to someone else, see Transfer a tour or Hand a tour over to a client.
3. Tell your collaborators. They lose access to your tours. An offer of a tour that you made to a client or a colleague ends with the account. You cannot delete the account while a tour is moving to or from it: wait for the move to end. The message under the password box is A tour of yours is being moved to its new owner. Try again in a few minutes, when it has arrived.
4. Choose a password if you have none. An account made with Google, Facebook or Microsoft has no password until you set one under Update Password on the My profile page, and the delete box asks for it. If the account was made with Facebook or Microsoft and its address is not confirmed yet, confirm the address first or use Reset password? on the Log in page, which also sets a password.

Delete the account

1. Click your name or picture, then My Account. On the My profile page scroll to the last card, Delete Account.
2. Click the red Delete Account button. A box asks Are you sure you want to delete your account?
3. Type your password and click Delete Account. Cancel closes the box.

You are signed out. You can delete an account whose email address is not confirmed yet.

What is removed at once

• Your tours, including the ones in the trash, with their scenes, hotspots, floor plans and settings.
• Every panorama you own, wherever it is used. A panorama of yours that you added to someone else's tour from your library leaves that tour too.
• Your Asset Library: its files and folders.
• Your posts, your comments and likes, including those on other people's posts, the people you follow and the people who follow you, and your blocks.
• Your hotspot presets, icon packs and saved designs.
• Your Vaults and their history. The record of what you paid stays, without a link to your account.
• Your access to other people's tours as a collaborator.
• Your creator page and username, and any Google, Facebook or Microsoft sign-in linked to the account.

A background job then removes the files behind all of this: images, tiles, your avatar and banner. The Privacy Policy, section 8, says usually within minutes. Your email address can be used to sign up again.

What is handed to others

A file you added to the Assets tab of a tour that someone else owns is given to that tour's owner, and stays in the tour.

What is kept

• Reports you made. They stay, with what was decided, and no longer point to your account at once. The name and email address on a report are removed 90 days after it is decided (Privacy Policy, section 8). A report you made about a comment is deleted with the account.
• Messages you sent through the contact form. They stay with the name, email address and text you typed, and no longer point to your account.
• Your Stripe customer, your subscription record and the record of what you paid for Vaults. Nothing in Panoramr deletes them. The Privacy Policy, section 8, says basic information about customers is kept for six years after they stop being customers, for tax and regulatory reasons.

After you delete

An email goes to the address the account had, with the subject Your Panoramr account was deleted. It says the account was deleted with its tours, panoramas and files, that they cannot be brought back from here, and to write to us straight away if it was not you.

Troubleshooting

The password box asks for a password I never chose. The account was made with a provider. Choose a password under Update Password first.

The password is incorrect. The password you typed is not the account's. If you have forgotten it, use Reset password? on the Log in page: see Sign up, confirm your email and sign in.

I was charged after I deleted the account. The subscriptions are canceled when the account is deleted, but a payment that was already on its way can still go through. Write to moc.rmaronap@tcatnoc from the address the account had, with the receipt.

I deleted it by mistake. The email we send says the data cannot be brought back from here. Write to moc.rmaronap@tcatnoc at once. This page cannot promise that anything can be restored.