Get your deleted account back

The short answer

A deleted account is closed, not removed, for 30 days. To have it back, write to moc.rmaronap@tcatnoc from the email address the account had, before the date in the email we sent when it was deleted. Our team restores it, and you choose a new password with the link we send. Your tours, profile and posts come back as they were. After the 30 days the account is deleted for good and cannot be brought back.

Who can have it back

Only the person whose account it is. Our team restores an account when the request comes from the account's own email address, so write from that address. You do not need to know the password: if somebody else deleted the account, they may have known it, and the restore sends a link to choose a new one.

An account that our team deleted at once for a breach of the Terms is not kept, and cannot be restored.

During the 30 days

For 30 days after the delete:

• Nobody can sign in to it. The right password gets This account was deleted on ... and will be removed on .... Write to moc.rmaronap@tcatnoc to restore it., with the two dates. Signing in with Google, Facebook or Microsoft gets the same answer, or the sign-up message below. A wrong password gets the usual message, which says nothing about the account.
• Reset password? on the Log in page sends no email to a closed account. The page says the same as for any address.
• Signing up again with the address says An account with this address was deleted and is kept until .... Write to us at moc.rmaronap@tcatnoc to restore it. The address and your username stay taken.
• Your tours show Tour unavailable to visitors, wherever they are linked or embedded, and are off Explore. Your creator page, posts and comments are shown to nobody, and you are not listed in the directory.
• Your plan and your rolling Vaults do not renew. What you paid for runs on to the end of its time.

The account is deleted for good at the end of the 30 days: a job checks every hour for accounts whose time is up. What is removed then is listed in Delete your account.

Ask for it back

1. Find the email with the subject Your Panoramr account was deleted. It gives the date until which the account is kept.
2. Before that date, write to moc.rmaronap@tcatnoc from the account's email address. Say that you want the account restored, and whether you deleted it yourself.
3. Our team restores the account. You get one email with the subject Your Panoramr account was restored, headed Your account is back. Its button, Choose a new password, opens the page to choose one.
4. Click the button, choose a new password, and sign in. The button works for 60 minutes; after that, use Reset password? on the Log in page.

If you did not ask for the account to be restored, write to moc.rmaronap@tcatnoc: the restore email says the same.

What comes back

• Signing in, with a password and with a Google, Facebook or Microsoft sign-in that was linked to the account. You were signed out everywhere when the account was closed, so you sign in again on each device.
• Your tours, as they were before the delete: a tour that was published is online again. A tour that our team took offline over a report stays offline.
• Your creator page, your posts and your comments.
• Your plan, and a rolling Vault, renew again if their time has not run out. One whose time ran out while the account was closed has ended, as it would have without the delete: choose a plan again on Plan & billing, and see What happens when a Vault ends for a Vault. The time of a plan or a Vault kept running while the account was closed: the days it was closed are not added back.

What does not come back

• An offer to hand a tour over, made by you or to you. It ended when the account was closed, and the other person was told. Make the offer again: see Hand a tour over to a client.
• The account, once the 30 days are over.

Troubleshooting

I see This account was deleted on ... when I sign in, and I did not delete it. Somebody who could sign in to your account deleted it. Write to moc.rmaronap@tcatnoc from the account's address before the second date in the message. After the restore, choose a new password with the link we send, and consider two-factor authentication.

I asked for a password reset and no email came. A closed account is sent no reset link. Ask for the account to be restored instead: the restore sends the link.

I cannot sign up again with my address. The deleted account keeps it until the date in the message. Either ask for the account back, or wait until that date, after which the address is free.

The 30 days are over. The account and its tours were deleted for good and cannot be restored. You can sign up again with the same address.