Delete your account in the app
Open the Relai app.
Go to Profile → Settings (gear icon in the top-right corner) → Delete Account.
You will see a confirmation screen with two checkboxes:
Checkbox 1: Confirms that you understand that if you haven't backed up your 12-word recovery phrase, you will permanently lose access to your bitcoin.
Checkbox 2: Confirms that once the account is deleted, it cannot be recovered.After checking both boxes, you have two options:
Delete Account deletes your Relai account.
See Your Recovery Phrase lets you view your 12-word recovery phrase before deleting (important if you want to keep access to your wallet and bitcoin).
Email confirmation
After completing the deletion, you will receive a confirmation email. If it doesn't arrive shortly, please check your spam folder or contact us at [email protected].
Delete your account without the app
If you no longer have access to the app, email [email protected] from the email address linked to your Relai account, with the subject "Delete my account". We'll verify it's you and confirm once it's done.
Uninstalling the app does not delete your account
Removing the Relai app from your phone only removes it from your device. Your account stays active until you delete it in the app or by email.
The only exception: if you never completed the verification process, Relai holds no personal data about you and your account exists solely as an anonymous wallet. In that case, uninstalling the app is all you need to do.
Before you delete your account
Cancel any open orders and active savings plans.
Securely save your 12-word recovery phrase. Relai never holds your bitcoin, and the recovery phrase is the only way to restore your self-custodial wallet, in the Relai app or in any other BIP-39 compatible wallet. Store it offline on acid-resistant paper or a metal plate, never digitally as a screenshot or in a note.
Keep in mind that a deleted account cannot be restored. If you come back to Relai later, you may need to go through the verification process again.
What happens to your data when you delete your account?
What happens to your data when you delete your account?
If you have never made a trade (buy or sell) with Relai
Your account data, login data and all connected information, including your email address, are fully deleted. You can sign up again later with the same email address if you choose to come back.
If you have made at least one trade (buy or sell) with Relai
As a regulated financial intermediary, we are required by law to keep identification and transaction records after the relationship ends:
10 years if you are a client of Relai AG (Switzerland and Liechtenstein)
5 years if you are a client of Relai EU
After that period, the records are deleted. This legal obligation takes precedence over the GDPR right to erasure (Article 17(3) GDPR). Other data, such as marketing preferences and app analytics, is deleted when you close your account.
In this case, your account is marked as deleted and the same email address cannot be used for a new signup. If you try to register again, you will see an error message and will need to contact our support team for manual reactivation.
Troubleshooting: email already in use after a failed registration
If your email address shows as already in use because of an incomplete or failed registration, try this first:
Delete and reinstall the Relai app on your device.
Log in with the same email address.
Restart the verification process if asked.
This usually resolves the issue without needing to delete the account.
Questions about your data
For any questions about data deletion or data processing, feel free to contact us at [email protected].
