Delete Your Account & Data Requests

This page explains how to delete your buggs.io account and the data linked to it. It also explains how to ask for a copy of your data, fix data that is wrong, or change an age setting. buggs.io is run by POWERUP GAMING LLC, a limited liability company in the United States doing business as buggs.io ("we", "us").

You don't need an email address or a password to play. Your account belongs to the device or browser you play on. You can delete it in the game, or ask us to delete it by email from any device. These steps also cover your right to erasure under the GDPR and UK GDPR, and your right to delete under US state privacy laws.

Delete your account in the game

This is the quickest way. You need to be online.

1. Open buggs.io on the device or browser you play on. On the web, that's the game page.
2. On the main menu, select Settings (the gear button).
3. Go to the Account section.
4. If you have Premium, cancel it first. See Cancel subscriptions first.
5. Select Delete account. The game tells you what will be deleted.
6. Select Delete account again to confirm.

Your account is deleted at once. This can't be undone. The device then starts over as a new player with a new Player ID. See What stays on your device.

If you paid on the web or desktop, deleting in the game doesn't delete your customer record in our Stripe account (the email you entered at checkout). Email us if you want that deleted too (see "Payment providers" under What we keep).

No Account section?

The Account section appears in versions of the game that are connected to our account and purchase service (called DPS). On the web, check that you're online and reload the page. If it's still missing, ask us by email.

If the game says the account "can't be deleted from here yet", we need to confirm the account is yours first. Email us with your Player ID and we'll help. Such an account can't make transfer codes or recovery codes either, so we'll check it's yours another way, for example with purchase details.

"Erase save" is not account deletion

Settings ▸ Danger zone ▸ Erase save only resets the practice progress (device XP, mastery and stats: "Practice on this device"), settings and nickname in the game's save on that device. Your online account, its online XP, online level and progress, coins and purchases stay. To delete your account, use Delete account.

Ask us to delete your account by email

You can ask from any device, even if you can't open the game. The result is the same as deleting in the game.

1. Find your Player ID (see Find your Player ID). If you can't, read If you lost access to your account.
2. Email support@buggs.io with the subject Delete my account.
3. In your email, include:
   • your Player ID;
   • where you play: web browser, iPhone or iPad, Android, or desktop;
   • your nickname;
   • whether you have Premium or bought anything, with a receipt or order number if you have one.
4. We reply within 5 business days to confirm we got your request. We may ask you to show the account is yours (see How we check it's you).
5. Once we've checked, we delete the account and email you to say it's done.

We finish within 30 days of receiving your request. If we need longer (for example, because we're waiting for details from you), we'll tell you why within those 30 days. The law allows up to two more months in the EEA and UK, and up to 45 more days under US state privacy laws.

Find your Player ID

Your Player ID is a random code that identifies your account. It is not your nickname.

1. Open the game and go to Settings ▸ Account.
2. Next to Player ID you'll see a short version, such as 3f2a…9c1d.
3. Select Copy. This copies the full Player ID (32 letters and numbers). Paste it into your email.

How we check it's you

There's no password we can check, and a Player ID on its own doesn't prove who owns an account. Before we delete an account or send anyone its data, we may ask for details that only the player would know, such as:

• what you bought, roughly when, and the receipt or order number;
• for a purchase on the web or desktop, the email address you entered at checkout (Stripe asks for one; we don't);
• roughly when you started playing and when you last played, and the device or browser you use;
• if the game still lets you, making a new transfer code in the game at a time we agree by email, so we can see on our side that a new code was made. You never send us the code. (This isn't possible for an account the game says can't be deleted from here yet.)

We use these details only to check your request. We will never ask you to send us a transfer code or a recovery code, and we will never give you a code to enter. Anyone who does is not us.

If we can't confirm that the account is yours, or we turn down any part of your request, we'll tell you why and how to appeal. To appeal, reply to our email with "Appeal" in the subject. See our Privacy Policy.

What we delete

When your account is deleted, in the game or by us:

• Your nickname is removed from the account and from the records of your past games (for a game that ended just before you deleted, see What we keep).
• The link to your Player ID is cut. The account's Player ID is replaced with a random one, so your Player ID can no longer open it. We also remove your Player ID from our records, except as listed under What we keep.
• Every device is signed out of the account, so no device can use it again.
• Transfer codes that were still valid stop working, and so does your recovery code. A recovery code you saved can't bring the account back.
• Your coins, items, online XP, Premium access and progress on the account (including pass, quest and event progress, per-bug online progress and run records, and the bugs, power-ups, skins and trails your online XP unlocked) are gone. We can't bring them back. One exception: Premium or permanent items bought in the App Store or Google Play stay tied to your Apple or Google account. If you start a new account in an app that offers Restore purchases (the Android app does), it may move them to it. Coins and progress can't be restored. Deleting doesn't refund unused coins, items or Premium time, unless the law requires it.
• Your club membership ends. If you owned a club, it passes to the member who has been in it longest. If you were the only member, the club is closed. The club keeps its name. If you created it and the name contains personal details, tell us and we'll rename it.
• Leaderboard entries linked to your Player ID are removed from the daily, weekly and monthly boards.
• Personal details in payment messages that Stripe, Apple or Google sent us are blanked out: names, email and postal addresses, phone numbers, IP addresses and device details, card details (such as the brand, last four digits and expiry date), links to receipts and invoices, and what a dispute says about you. This also applies to messages that arrive after the deletion, such as a renewal or a dispute. Amounts, dates and payment reference numbers stay (see What we keep).

What we keep, and why

Some records have to stay after an account is deleted. Where we can, we remove your nickname and Player ID from them. We use them only for the reasons below and keep them only as long as listed.

Payment providers

If you bought something on the web or desktop, it was sold through Link, Stripe's checkout service, which processed the payment. At checkout we send Stripe your Player ID as a reference, and Stripe keeps the email address and payment details you entered. Deleting your account in our service doesn't change Stripe's records. If you also want us to delete your customer record in our Stripe account, say so in your email. We'll do it once no subscription, refund or dispute is still open. Stripe may still keep some data under its own privacy policy. You can also ask Link directly to delete the details it holds about your purchases; Stripe then also cancels any subscription you bought through Link.

If you bought something in the App Store or Google Play, Apple or Google handled the payment. They receive a reference to your account with each purchase and keep their own records under their own terms. Ask Apple or Google about those records.

How long it takes

Rarely, a leaderboard entry isn't linked to a Player ID (for example, if the game couldn't send one). Such an entry disappears when its board resets: daily boards every day, weekly boards every Monday, and monthly boards on the 1st of the month (US Central time).

Also rarely, a damaged leaderboard file is set aside so we can check it, and it may still include your entries. We keep at most 5 such files, and each one is deleted automatically within 14 days.

Cancel subscriptions first

Deleting your account does not cancel Premium or any other subscription. You would keep being billed. The deleted account can't use Premium any more. Cancel first, then delete:

• Web or desktop (Stripe): in the game, open Settings ▸ Account ▸ Manage subscription. It opens Stripe's billing page, where you can cancel. Without the game, sign in to Stripe's billing portal with the email address you used at checkout (see How to cancel).
• iPhone or iPad (App Store): open the Settings app, tap your name, then Subscriptions. Choose buggs.io and cancel.
• Android (Google Play): open the Play Store app, tap your profile picture, then Payments & subscriptions ▸ Subscriptions. Choose buggs.io and cancel.

If you have a subscription when you delete in the game, the game reminds you and shows a Manage subscription button.

Already deleted your account, or can't open the game, and a web subscription is still billing? Email us and we'll cancel it in Stripe. App Store and Google Play subscriptions can be cancelled in the store without the game. For how renewals, cancellations and refunds work, see Purchases, Subscriptions & Refunds.

If a web or desktop renewal was charged after you deleted your account, email us from the address you used at checkout, or send a receipt. We'll cancel the subscription and refund any renewal charged after you deleted your account (see Premium subscription). This doesn't affect your rights under the law.

What stays on your device

Deleting your online account doesn't wipe the device you play on.

• Device XP (your practice progress), settings and the nickname saved on that device stay there. Device XP unlocks nothing online. Online XP, and your online level, per-bug progress and records, belong to your account, so they are deleted with it.
• Right after you delete, the game starts a new, empty account on that device with a new Player ID. Like any new player, it sends our account service the nickname saved on the device and the type of device. If you don't want that account, remove what's left on the device (below), and email us its new Player ID if you'd like us to delete it too.

To remove what's left on the device:

• Web: in your browser's settings, clear the cookies and site data for buggs.io. This also removes the nickname the home page remembers.
• iPhone, iPad or Android: uninstall the app.
• Desktop: uninstall the app, then delete its saved-data folder if your system keeps it. Ask us if you can't find it.
• Any device: Settings ▸ Danger zone ▸ Erase save resets the device XP, stats, settings and nickname in the game's save. It doesn't remove the new account the device started, or, on the web, the nickname the home page remembers.

Get a copy of your data, or correct it

You can ask us to:

• See your data: tell you what data we hold linked to your Player ID, and send you a copy in a common, machine-readable format that you can take elsewhere.
• Correct your data: fix data that is wrong. You can change your nickname yourself at any time on the main menu.
• Delete part of your data without deleting the whole account, such as a leaderboard entry. Tell us what.

To ask, email support@buggs.io with the subject Data request, your Player ID, and what you'd like. We check it's you in the same way as for deletion (see How we check it's you). Requests are free. Only where the law allows, we may refuse or charge a reasonable fee for requests that are clearly unfounded or excessive. We answer within 30 days of receiving your request. If we need longer where the law allows it, we'll tell you why within those 30 days.

Almost all the data we hold about players is in our account and purchase service. Your full card number and bank details are held by Stripe, Apple or Google, not by us; ask them for a copy of that data. Our payment records can include limited card details, such as the card brand and last four digits, and we include them in your copy. Google Analytics data from visits to our website isn't linked to your Player ID, so we can't find it using your Player ID or include it in your copy; detailed, event-level data is deleted after 2 months, and aggregated reports, such as visits per day, may be kept longer (see Analytics on our website).

Someone else can make a request for you. If an authorized agent asks under US state privacy laws, we'll ask for your signed permission and may check with you directly. If a parent or guardian asks for a child, we check that they are the parent or guardian (see Requests from parents and guardians). We won't treat you differently for using any of these rights. For all your privacy rights, including objecting, restricting use and complaining to a data protection authority, see our Privacy Policy.

Change an age setting

The first time you go to buy something or use certain offers, such as Start Big, Boost Cubes or a free coin offer, the game asks for your birth year once. We store only an age group (child, teen or adult), never the year itself. You can't change it in the game. Settings ▸ Account shows "Age: set, changes go through support.", and the Help & Contact row below it (Get help) opens our Help & Contact page.

If the wrong year was entered, email us with the subject Age setting, your Player ID, and what went wrong. We can set the right age group. If the change would make the account younger, we make it straight away. If it would remove protections for a younger player, such as the need for a parent's approval before purchases, we make it only after a parent or guardian confirms it. For an account set as a child or teen, we clear the setting so the game asks again only if a parent or guardian asks us to.

If you lost access to your account

Because there's no email or password, an account lives on the device or browser where you play. If you lost the device, uninstalled the app or cleared your browser data, the account is no longer on that device. If you saved a recovery code, you can enter it on another device to get the account back (see How do I save a recovery code?), then delete it in the game. Without one, nobody can play on that account any more. You can still ask us to delete it.

Email us with the subject Delete my account and as much of this as you can:

• your Player ID, if you saved it;
• receipts or order numbers for anything you bought, and, for web or desktop purchases, the email address you entered at checkout;
• your nickname, where you played (web, iPhone or iPad, Android, or desktop), and roughly when you last played.

If these details let us find the account and confirm it's yours, we delete it. If you never bought anything and don't have your Player ID, we may not be able to tell which account is yours, because nicknames aren't unique. We'll tell you if that happens. Nobody can play on such an account without the original device or browser data or a recovery code that still works, and its leaderboard entries disappear when each board resets.

If you had Premium on the web, ask us to cancel it in the same email. App Store and Google Play subscriptions can be cancelled in the store without the game.

Requests from parents and guardians

If your child plays buggs.io, you can review their data, have it corrected or deleted, withdraw your consent to purchases, or tell us to stop collecting more of their information. Delete the account in the game on your child's device (see above), or email us with the subject Delete my account or Data request and your child's Player ID. To stop further collection, delete the account and also remove the game's data from the device (see What stays on your device), because a device that still has the game starts a new account. We'll take steps to confirm that you are the parent or guardian. Read more in our Parents' Guide & Children's Privacy.

Contact

For anything about deleting your account or your data, email support@buggs.io. We reply within 5 business days. You can also write to POWERUP GAMING LLC, 311 Chimney Rdg, Nolensville TN, 37135. For other help, see Help & Contact.