Delete your The Gen account

You can delete your The Gen account at any time. This page explains how, what happens to your information, and what to do if you can’t get into the app.

Deleting your account in the app

1. Open The Gen.
2. Go to Settings.
3. Select Account.
4. Select Delete account.
5. Read the summary, then confirm.

Deletion is permanent. You won’t be able to sign back in, and your profile will no longer be visible to anyone.

If you can’t get into the app

If you’ve lost access to your account, changed device, or no longer have the app installed, you can still ask us to delete your account.

Email support@thegen.app with the subject line Delete my account, and include:

• the email address or sign-in method connected to your account
• your username or display name, if you remember it

Where possible, send it from the email address on your account, as it helps us confirm the request is genuine. If we can’t match the request to an account, we may need to ask you a few questions first. We’ll only ask for what’s necessary, and we will never ask you to email us identity documents.

We’ll confirm we’ve received your request, and complete it without undue delay, normally within one calendar month.

What we delete

When your account is deleted, we remove:

• your profile: name, username, pronouns, date of birth, gender, languages
• your email address and phone number
• your photos: profile picture, cover photo, intro and gallery images
• your interests, preferences and saved Mixes
• your sign-in sessions and access tokens

What we keep, and why

Some information has to stay, either because the law requires it, or because removing it would put other people at risk. We keep only what’s necessary, we don’t use it for anything else, and access to it is restricted.

Identity verification documents: 5 years. The ID document and verification photo you provided when you joined are kept for five years after your account closes, to meet UK anti-money-laundering record-keeping requirements. They are not used for anything else.

Safety and moderation records: up to 2 years. If you’ve reported someone, or been reported, we keep the report and any related evidence so we can act on it, protect other members, and stop banned accounts returning. We keep these longer if there’s an ongoing investigation or legal claim.

Payment and transaction records: 6 years. Required for UK tax and accounting.

Messages you’ve already sent. Your messages may still appear in the conversations of the people you sent them to. We can’t remove your side of a conversation without removing theirs, and doing so would also destroy evidence someone might need if they ever report a problem.

Backups. Copies of your data may remain in secure backups for a short time, until those backups are overwritten in the normal cycle.

If we can’t complete part of your request, we’ll tell you which part, and why.

Before you delete: cancel your subscription

Deleting your The Gen account does not cancel your subscription. If you have an active subscription, cancel it separately or you may continue to be charged.

• iPhone or iPad: Settings → tap your name → Subscriptions
• Android: Play Store → tap your profile icon → Payments and subscriptions → Subscriptions

Questions

Email support@thegen.app.

The Gen is operated by Convo & Co UK Limited (company number 16149773), registered at C/O Delta House Limited, Phoenix Business Centre, Rosslyn Crescent, Harrow, Middlesex, England, HA1 2SP.