YOUR DATA

StreamShield VPN Account & Data Deletion

Use this page to ask us to delete your StreamShield VPN account and the data attached to it. We verify that the account is yours before anything is deleted, and deletion is permanent — it removes the account rather than switching it off.

Request deletion

Fill in the form below and it goes straight to our support team. You do not need to be signed in, and it works if you have already uninstalled the app.

The username you sign in with, or the one shown in the app. This is the only field we need.

If there is one on the account. Leave it blank if you never gave us an address — many accounts do not have one.

Optional. If you bought your subscription from a reseller rather than from us directly, naming them lets us send your request straight to the right place.

Optional. Do not include your password or card details.

Submitting does not delete anything yet. We will email you to confirm the account is yours first.

What happens after you submit

  • We verify the request. We reply to ask you to confirm from the email address on the account, or to give us a detail only the account holder would know — a recent payment reference, your activation PIN, or the name of a device you registered. We do this because the form is open to anyone and deletion cannot be undone; without it, anyone who knew your username could destroy your account.
  • We delete the account. Once we are satisfied the account is yours, we delete it. We do not suspend it, disable it, or park it — the account record itself is removed.
  • We confirm it is done, and tell you what was kept and why, if anything was.

How long it takes. We aim to verify your request within a few working days and to complete deletion within 30 days of receiving it. If we need longer — which is rare, and usually means an open payment dispute — we will tell you before the 30 days are up and explain why.

If you do not answer our verification email we cannot proceed, because we would be deleting an account on the word of someone we have not identified. If that happens, the request lapses and you are welcome to start it again.

What gets deleted

Deleting your account permanently destroys the following. None of it is recoverable afterwards, by you or by us.

  • Your account record — username, email address, password hash, activation PIN, plan, expiry date, connection allowance, last sign-in time, and any avatar you uploaded.
  • Your connection history — every session record, including the times you connected, the servers used, the bytes transferred, and the IP addresses your devices connected from.
  • Your devices — every device you registered and its stored credentials.
  • Your support tickets, including the messages and any files attached to them.
  • Your sign-in tokens — active sessions, refresh tokens, password-reset and email-verification challenges. Every device is signed out.

Your VPN certificates are revoked as part of the deletion, so any configuration file you still have on a device stops working. If you pay by subscription, we cancel it at the same time so you are not charged after your account is gone.

What we have to keep, and why

A small amount of information outlives the account. We keep it only where the law requires it or where deleting it would create a security or fraud problem, and we keep nothing beyond what those purposes need. This is the complete list.

Payment and order records

The amount, currency, description, payment provider, the provider’s reference numbers, and the dates of payment or refund. We are required to keep these for accounting and tax, and we need them to handle refunds and card chargebacks that can be raised months after a purchase. The link to your account is removed, so what remains is a financial record rather than a customer record. Retained for as long as accounting and tax rules require — normally several years.

Revoked certificate records

When we delete an account we revoke its VPN certificates, and the serial number of every revoked certificate stays on our certificate revocation list. This is what stops a configuration file that was copied off a device before deletion from working again. Removing these records would quietly re-enable exactly the access the deletion was meant to end. The certificate name contains the account username, so that username persists in this security record.

Administrative audit entries

The management panel records administrative actions — accounts created, plans changed, suspensions, billing changes, and the deletion itself — so that changes to accounts and money remain attributable. The acting account is unlinked when a user is deleted, but an entry may still name the account it concerned. These are kept as a security and anti-fraud record.

Encrypted backups

Our database backups are encrypted and kept on a rolling schedule — daily for 14 days, monthly for 12 months. Your data disappears from the live system immediately on deletion, but it remains inside those backups until they expire and are destroyed. We do not restore a backup to recover deleted accounts.

This request

We keep a record that a deletion request was made and actioned, so we can show we honoured it.

The full picture, including what we collect while your account is active, is in the Privacy Policy — see section 9 on deletion and section 8 on retention.

If you bought from a reseller

StreamShield is sold both directly and through independent resellers, who operate under their own branding and their own apps. If you bought your subscription from a reseller, they administer your account and hold their own customer records, which we do not control.

Send the request here anyway — name the reseller on the form and we will pass it to them, and we will delete what sits in our systems. To have their own records deleted, contact them directly as well. See Section 12 of the Terms.

If you do not want to delete everything

Deletion is permanent and ends your access immediately, including any time remaining on a paid plan — we cannot restore an account afterwards, and deleting does not by itself entitle you to a refund for unused time. If what you want is something short of that, these may suit you better:

  • Stop the billing but keep the account. Cancel your subscription from your account and it runs to the end of the period you have paid for, then simply expires.
  • Remove a single device. You can delete individual devices from your account without touching the rest of it.
  • Get a copy of your data, or correct it. Email us and we will send you what we hold or fix what is wrong. See your rights.

Prefer to email?

You do not have to use the form. Email [email protected] with the username on the account and the words “delete my account”, and we will handle it the same way — including the verification step.