1. How to request deletion
In the app
- Sign in to PAYNEXA.
- Open Profile and select Account deletion.
- Read the effect of deletion and submit the request.
- Complete any identity or security check shown.
By email
If you cannot access the app, email support@paynexa.ng from your registered email address with the subject “Account deletion request”. Include your name and the last four digits of your registered phone number so we can locate the account safely.
2. What must happen first
To protect your funds and records, we may need to complete or resolve:
- an available wallet balance, pending withdrawal or funding request;
- an active virtual-number, temporary-email or other rental;
- a pending order, refund, chargeback or provider reconciliation;
- a fraud, security, support or legal review;
- identity verification needed to confirm the request belongs to you.
Account access may be restricted while a deletion request is being processed.
3. Information deleted or anonymised
Once eligible, account profile data and information that is no longer needed are deleted or anonymised. Closed-service message content and temporary inbox content are scheduled for deletion within 24 hours of service closure, subject to provider timing and lawful requirements.
Deleting the app from your phone does not delete your PAYNEXA account. You must submit a deletion request.
4. Information that may be retained
Some information may remain in restricted records where necessary for wallet and ledger integrity, transaction reconciliation, fraud prevention, disputes, tax, audit or another legal obligation. This can include:
- transaction amounts, timestamps, references and order outcomes;
- provider, funding, withdrawal and refund records;
- security and administrative audit events;
- records required to establish, exercise or defend legal claims.
Retained records are not used to keep the deleted account active and are removed or anonymised when the retention reason ends.
5. Processing time
We acknowledge and complete requests within the period required by applicable law. Timing can depend on identity verification, active services, unresolved transactions and mandatory recordkeeping. We will tell you if more information or an action is needed.
If you change your mind, contact support immediately. We cannot guarantee cancellation after deletion has been completed or irreversible processing has started.
6. Keep the request safe
Do not send your password, transaction PIN, one-time code, complete BVN, identity-document image, card details or private API key by email. PAYNEXA support will not ask for these secrets to process deletion.
7. Questions about deletion
Email support@paynexa.ng or visit the Contact page. For more detail about data handling, see the Privacy Policy.