RapidGateway Request deletion

Account deletion

Delete your RapidGateway account

This page explains how to ask us to delete your account in the RapidGateway app and the data linked to it. You do not need the app to do this.

App
RapidGateway (Android, Google Play), the app for businesses that accept payments with RapidGateway. Older versions installed from our web portal are labelled “Rapid Pay” on the phone.
Developer
RAPIDPAYMENTS TECHNOLOGIES (PRIVATE) LIMITED
Contact
contact@rapidpay.pk

Three ways to ask

  1. Use the form on this pageThe fastest way. Works on any phone or computer.
  2. Send us an emailWrite to contact@rapidpay.pk with the subject “Account deletion request - RapidGateway app”.
  3. Use the appOpen the More tab and, under Privacy, tap Delete account. The app explains what deletion means, then brings you to this page.

How it works

  1. You send a request

    Use the form or email us. Tell us the business email you sign in with.

  2. We check that it is really you

    We reply to the business email registered on your account. We may ask you to confirm the request by replying from that email address. We process a request only once we are satisfied that it comes from you.

    If you can no longer use that email address, our support team checks your identity another way. We reply from contact@rapidpay.pk and may call the mobile number on the account to confirm details you already know, such as your merchant ID and the last 4 digits of your CNIC. We never ask for your password or your API secret key.

  3. We close your account

    Within 3 business days of checking your identity, we close your account. From then on nobody can sign in to it in the app or on the web portal. We confirm by email.

  4. We delete your data

    Within 30 days of checking your identity, we delete your data, except the records the law requires us to keep (listed below). We delete those too when their retention period ends.

Before you ask

  • Let pending payments finish. Payments, refunds and disputes that are still being processed must complete first.
  • Settle what is still open. Any amount still owed to your business is settled to your registered settlement account before the merchant account closes. Any amount your business owes must be paid.
  • Your integration stops working. Closing a merchant account turns off its API credentials, so your website or app stops accepting payments through RapidGateway. Remove RapidGateway from your checkout first.
  • Everyone on the account loses access. Closing a merchant account ends access for every user of it. If you are a manager or auditor on another business’s merchant account, choose “Only my own user account” in the form: we delete your sign-in and personal details, and the business’s merchant account stays open. Only the merchant account’s admin can ask us to close the merchant account.
  • Save what you want to keep. Deletion is permanent. You cannot reopen the account or see its history afterwards. Download any transaction or settlement reports you need from the web portal before you ask.
  • Sometimes we have to wait. If your account is part of an open investigation, dispute or legal request, we close it when that ends. We will tell you if this applies, unless the law does not allow us to.

Request deletion

Do not type your password, API secret key, salt or any document here. We do not need them and we will never ask for them.

We reply to this address to confirm your request, so it must be the one registered on your account.
Shown in the app under More › Business & profile details.
What should we delete?
Please confirm

Prefer email? Email your request instead.

Ask by email

Send an email to contact@rapidpay.pk. The link opens your email app with the subject and a short template filled in.

Subject: Account deletion request - RapidGateway app

Include: the business email you sign in with, your full name, your business name, your merchant ID if you know it, and whether you want the whole merchant account closed (admins only) or only your own user account deleted.

Do not include: your password, API secret key, salt or any code we send you.

Send it from the business email registered on your account if you can. We will reply to that address to confirm the request.

What we delete

When your deletion is complete, we delete:

  • Your sign-in. Your password and every session in the app and on the web portal are removed. Nobody can sign in to the account again.
  • Notification data: the notification tokens linked to your phones, and the notifications in your in-app inbox.
  • Profile details that are not part of a record we must keep (see the list below).
  • Registration details of a business that never completed verification and never processed a payment: your name, business email, mobile number, CNIC number, city, website and expected volume, apart from the fraud-prevention record below.
  • Copies held by companies that work for us. We ask them to delete your data too, unless the law requires them to keep it.

Closing a merchant account also turns off its API credentials. When the retention periods below end, we also delete or fully anonymise the records we had to keep.

What we keep, why, and for how long

Pakistani anti-money-laundering and counter-terrorist-financing (AML/CFT) law, including the Anti-Money Laundering Act, 2010, the rules that apply to the licensed banks and payment companies we work with, and tax law require some records to be kept after an account is closed. We also keep a small record to prevent fraud.

Kept records are locked away. Only staff who handle legal, compliance and fraud work can see them, and we never use them for marketing.

Identity and business verification records

What
Your name, business email, mobile number, CNIC number and city, your website and expected monthly volume, and the business details and documents given for verification on the web portal (such as NTN, company documents, directors’ or owners’ CNICs and settlement bank account).
Why
AML/CFT law and the rules that apply to our licensed payment partners require the records used to check who our merchants are to be kept.
How long
After your account is closed, for as long as applicable Pakistani law (including the Anti-Money Laundering Act, 2010) and the rules that apply to our licensed payment partners require. Then we delete them or make them anonymous.

Transaction, settlement and payout records

What
Every payment made to your business, refund, settlement and payout: amounts, dates, references, status, and the customer and payout recipient details on them.
Why
AML/CFT record keeping, the rules that apply to our licensed payment partners, and handling disputes and complaints.
How long
After your account is closed, for as long as applicable Pakistani law (including the Anti-Money Laundering Act, 2010) and the rules that apply to our licensed payment partners require. Then we delete them or make them anonymous.

Business and tax records

What
Merchant ID, business name, fees, settlements and invoices.
Why
Tax law and AML/CFT law.
How long
After your account is closed, for as long as tax law (including the Income Tax Ordinance, 2001) or anti-money-laundering law requires, whichever is longer. Then we delete them or make them anonymous.

Fraud-prevention record

What
Your CNIC number, mobile number, business email and merchant ID, with a note of why the account was closed.
Why
To detect fraud and to stop misuse, for example an account closed for fraud being opened again.
How long
After your account is closed, only for as long as we reasonably need it to prevent fraud and misuse, or longer if the law requires it. Then we delete it.

Complaints, disputes and this request

What
Your messages with our support team, and a record of your deletion request and when we completed it.
Why
To settle disputes, answer regulators, and show that we acted on your request.
How long
After the matter is closed, for as long as we need them to deal with any related dispute, complaint or regulator enquiry and to show that we acted on your request, or longer if the law requires it. Then we delete them.

Information we are legally told to keep

What
Anything a court, regulator or law-enforcement agency has told us to preserve.
How long
As long as that legal duty lasts.

Server and security logs

What
Technical records our servers make when the app connects, such as your IP address, the date and time, and the request made (which can include a search you typed).
Why
Security, fraud investigation and fixing problems.
How long
For a limited period, only as long as we need them for security and fixing problems, unless we need them longer to investigate a security issue or the law requires us to keep them. Then we delete them.

Backups

What
Deleted data can remain in our encrypted backups until they are overwritten. Backups are used only to recover from a system failure. If we ever restore one, we delete your data again.
How long
Until they are overwritten in our regular backup cycle.

Records held by banks and payment companies. The licensed banks, wallet operators and payment companies that processed your payments keep their own records under their own legal duties. We cannot delete those records for them, but we ask them to delete anything they are not required to keep.

Records on a public blockchain. USDT payments are recorded on the public TRON blockchain, with the wallet addresses, the amount and the transaction hash. Anyone can see these records, and nobody, including us, can delete them.

How long it takes

  • We confirm that we received your request within 2 business days.
  • Within 3 business days after we check your identity, your account is closed: no sign-in in the app or on the web portal.
  • Within 30 days after we check your identity, we finish deleting your data, apart from the records listed above. We tell you by email when it is done.
  • If you do not finish the identity check within 30 days, we close the request. You can send a new one at any time.
  • Changed your mind? Reply to our confirmation email before your account is closed.

Data on your phone

The app keeps your session and your account details on your phone while you are signed in. Signing out removes them.

To remove everything the app stored, uninstall it, or clear its storage: open Android Settings › Apps › RapidGateway (older versions: Rapid Pay) › Storage › Clear storage. Uninstalling the app on its own does not delete your account.

Delete some data but keep your account

Email contact@rapidpay.pk and tell us what you want deleted. While your account is open we must keep your identity, business and transaction records, but we can delete other data, such as the notification tokens of phones you no longer use and the notifications in your inbox, and we will tell you what we deleted.

Stay safe

We will never ask for your password, API secret key or salt by phone, email, SMS or WhatsApp.

Do not share any code or link we send you with anyone, even someone who says they work for us.