In short: you can delete your Sila account from inside the app, on the website, or by emailing us. Your name, email, phone number and address are erased permanently. Your purchase records are kept without your identity attached, because UK tax law requires us to keep sales records for six years. After deletion those rows can no longer be traced back to you.
1. Deleting from inside the app
This is the fastest route and takes effect immediately.
- Open the Sila eSIM app.
- Go to Profile → My details.
- Scroll to Delete my account.
- Type DELETE MY ACCOUNT and enter your password to confirm.
On the website the steps are the same: sign in at silaesim.com, open your account details, and choose Delete my account.
You are asked to type the phrase in full, and your password, because there is no undo. The moment you confirm, the erasure is done. We cannot restore the account, and neither can you.
2. Deleting by email
If you cannot access the app (you have changed phone, uninstalled it, or cannot sign in), email [email protected] from the address on your account with the subject Delete my account.
We will verify that the request comes from the account holder before acting on it, and complete the deletion within 30 days, as UK GDPR requires. In practice it is usually the same working day.
3. What is deleted
Permanently and irreversibly erased:
- Your title, first and last name
- Your email address and phone number
- Your postal address
- Your password
- Your marketing preferences
- Any family members you added, and their contact details
- The billing address stored against each of your past orders
- Your flight details, the messages you sent our Help team, the reviews you wrote and reported, and what you wrote in any refund request
4. What is kept, and why
Your order and payment records are kept for six years from the end of the relevant financial year. HMRC requires us to keep sales records for that period, and we cannot delete them on request. This is the legal-obligation exception in UK GDPR, not a choice we are making.
What we can do, and do, is sever those records from you. After deletion an order row still shows what was sold, when, for how much and in which country (the facts a tax record needs), with no name, email, phone number or address attached, and no way to link it back to you.
The country on an order is retained, because it is the place of supply and a VAT record is not valid without it. It identifies a transaction, not a person.
If you are a Sila agent, your signed agent agreement, your commission records and the payments we made to you, with their transfer receipts, are kept for six years from the end of the financial year they relate to, because they are contract and tax records. Any commission still owed to you is paid on the next payment days. Your contact email, phone number and bank details are kept until that is done and for 12 months after your last payment, in case a transfer is returned, and are then removed. The IP address and browser the agreement was signed from are removed at once.
5. Your eSIMs stop working
Deleting your account does not refund unused data, and any eSIM issued to you will no longer be manageable: you will lose access to its QR code, its remaining balance and its top-up history. If you still have data you want to use, use it before you delete.
6. Other rights
You can also ask for a copy of your data rather than deletion, by emailing the address above. See our Privacy Policy for the full list of your rights and how to complain to the Information Commissioner's Office if you are unhappy with how we have handled your data.
7. Contact
Sila Global Ltd, a private limited company registered in England and Wales (company number
17209771), registered office Prime Apartments, 483 Green Lanes, London, United
Kingdom, N13 4FG.
Email: [email protected]
This page is written in English, and the English version is the one that applies.