Table of contents:
Deleting your account vs. cancelling your subscription
These are two different things:
Cancelling your subscription stops future billing, but you keep access to your account and guides until the end of your current billing period. See Managing Your Subscription for those steps.
Deleting your account permanently erases your account and all its data straight away. This is a separate, irreversible action — use this only if you want everything gone for good, not just to stop being charged.
⚠️ If you just want to stop paying but might come back later, cancel your subscription instead — don't delete your account.
Before you delete your account
Download or note down anything you need — guide content, invoices, contact/booking data. Once deleted, none of this can be recovered. Deleting your account does not create a copy of your data.
If your paid subscription is set to renew, deletion is blocked. Cancel your subscription (or move to the Free plan) first. You don't have to wait for the billing period to end: once the cancellation is scheduled, you can delete straight away, and the cancellation still goes ahead at the end of the period.
If you have more than one account (template), only the account you're currently in is deleted. Your other accounts, and your team's access to them, stay as they are.
Team members lose access to the account you delete. If it's the last account in your organisation, the organisation is closed and team members who don't belong to any other organisation are removed too.
If you use a master account with sub-accounts, the master account itself can't be deleted.
Where to download your data:
General settings → Downloads (CSV or XLSX): Invitations for your Guides, Quick Share Links to your Guides, Deep Links to sections of your Guides, Rating/Email Capture Topic responses, and contact collection entries.
Data Dashboard → Downloads: Love Responses (guest feedback) and Rating/Email Capture Responses.
Contacts: click Import/export, open the Export contacts tab and click Download contacts.
How to delete your account
Only the account owner can delete the account. Make sure you're in the account (template) you want to delete.
Click your account name in the bottom-left corner of the sidebar (legacy Hub: profile icon at the top right).
Select Profile.
Scroll down to Delete account and click Delete account.
The first screen offers Explore other options if cost is the reason you're leaving. To go ahead, click Continue to delete.
Type permanently delete in the confirmation box (capital letters don't matter) and click Delete account. You're logged out once the account is deleted.
📌 This permanently deletes your account and all associated data. This action cannot be undone.
What happens after deletion
Your account, guides, and all associated data are permanently removed, including invitations and their messages, uploaded media and tags.
If this was the last account in your organisation, the organisation is closed too.
The login email becomes free to use again — for example, on a new Touch Stay account, or to correct a typo on another existing account.
🤝 Need help?
Our Fin AI assistant is available 24/7 and typically responds in under 10 seconds. If Fin isn't able to solve your issue, our support team will take ownership of your case from there.
If you're not sure whether cancelling or deleting is the right move for you, just ask us first — we're happy to help you figure out the best option. You can also reach out to our team at [email protected], and we'll be happy to help.