Verified: 2026-05-28100% complete

Account deletion

Verified: 2026-05-28% complete

Customer's problem

The customer wants to delete their Perccent account.

Quick fix

First have them download their reports and cancel active mandates. Deleting the account does not delete their investments — units stay with the fund houses. Deletion cannot be undone.

🗣️ Say this to the customer

Deleting your account does not delete your investments — they stay safe with the fund houses. Just download your reports and cancel any active mandates first, because deletion cannot be undone.

👂 What the customer says

"I want to delete my Perccent account." / "How do I close my account?" / "Can I delete everything from the app?"

⚙️ Background (agent reference — do not read to customer)

Account Deletion is an irreversible flow inside the Account tab → Account Deletion row. It permanently disables the user's Perccent profile. However, mutual-fund holdings live with the AMCs and the registrar (CAMS/KFintech), not with Perccent — units continue to exist regardless of what happens to the Perccent account. Regulatory records (KYC, transactions, mandates) must also be retained for 7 years under SEBI rules.

🗣️ What to do & say

Deleting your Perccent account does not redeem your investments — your units stay with the fund houses.
Before deletion, please:
- Download your reports — go to Portfolio → Reports → Holdings + Capital Gains. Save them locally; you will not be able to download from us after deletion.
- Cancel or pause any active mandates from Account → Mandate Details, so no future debits happen.
- Make sure no orders are in Pending, Submitted or Under_Review — those need to settle first.
Once you confirm, your login is removed and you cannot sign back in with the same phone number for at least 30 days.
For mutual-fund records that we must keep by SEBI rule, we retain them in an archived form for 7 years. After that, they are deleted.
To redeem before deletion, go to each holding → Redeem.

🔴 Escalation

Escalate to L2 if the customer wants to redeem all holdings before deletion (L2 raises a bulk-redeem request), or if the customer says they tapped Delete but the app still lets them log in.

Pre-deletion checklist (read out on the call)

✔	Check	Why
☐	Holdings are redeemed (or customer accepts holdings stay with AMC)	Units do not disappear with the app account
☐	No orders in `Pending`, `Confirmed`, `Submitted` or `Under_Review`	Deletion blocks settlement notifications
☐	Active mandates cancelled	Prevents surprise auto-debits on a deleted account
☐	Capital Gains report downloaded	Needed for the customer's tax filing
☐	Holdings / CAS report downloaded	Customer's own record
☐	Email and phone on the account are current	In case we must contact during the 30-day grace

What the customer sees in the app

Account tab (collapsed) — the Account Deletion row with sub-line "Delete your Perccent Account".
Tapping the row opens an inline panel with "Do you want to delete your Perccent account?" and a destructive Delete Account button.
After confirmation, the app logs out and shows the splash. The phone number is blocked from re-registration for 30 days.

What we keep, what we delete

Data	What happens
Login (phone, MPIN, biometric token)	Deleted immediately
Push notification token	Deleted immediately
Mutual-fund folio numbers	Retained with AMC/registrar (we cannot delete them)
KYC record at the KRA	Retained — we do not control KRA records
Transaction history at BSE	Retained by BSE / SEBI for 7 years
Bank details, nominee details on our DB	Archived for 7 years, then deleted
Marketing consents and CleverTap profile	Deleted with a flag sent to CleverTap

🚨 Cannot undo

Account Deletion has no in-app undo. If the customer changes their mind in the first 30 days, they may call support to re-activate — escalate to L2. After 30 days the account is gone for good.

ℹ️ If the customer is upset and wants to leave Perccent but keep their investments

Walk them through redeeming the holdings they want to take out, then cancelling mandates, then logging out — they do not need to delete the account at all unless they specifically want their data removed.