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Data Deletion Instructions

Last updated: August 17, 2026

You can ask TRACE ("TRACE", "we", "us", or "our") to delete your account and the personal data we hold about you at any time. This page explains how to request deletion and what happens when you do — including data from conversations with Tracey, our concierge, on iMessage/SMS, Instagram, and the addtrace.com chat widget.

Delete your account in the app

If you have the TRACE app and can still sign in, this is the fastest route:

Settings → Delete account.

You will be asked to confirm, and then your deletion is processed straight away — there is nothing to wait for and no request to file.

If you have a sale, a rental, or a shipment in progress, we cannot delete the account yet: someone else is waiting on that piece or that payment. The app will show you exactly what is outstanding, and your account keeps working as normal so that you can finish it — after which deleting takes effect immediately. You can also choose "delete as soon as this wraps up", and we will complete the deletion for you once the last obligation clears. That choice changes nothing about your account in the meantime, and you can call it off at any point before it runs.

Request deletion by email

If you no longer have access to the app or your account, email help@addtrace.com with the subject "Data deletion request". Tell us the email address, phone number, or Instagram username you used, so we can find your data. We will verify that you control the identity involved, process the deletion promptly, and send one final confirmation when it is done.

What is deleted

When your deletion completes, we delete or remove from your identity:

  • Your account and profile — your email address, phone number, display name, avatar, bio, and location, along with the sign-in identity itself.
  • Your personal data — saved addresses, device push tokens, notification preferences and notifications, wishlist and collections, group memberships, blocks, and the activity signals we used to personalise what you saw.
  • Your conversations with Tracey that are linked to your account — on every channel (text message, Instagram direct message, and web chat). We delete the message history, the conversation record itself (including the phone number, Instagram identifier, and contact name attached to it), and any reminders Tracey was holding for you. A conversation that was never linked to a TRACE account cannot be matched to your deletion request — if you have one, include its phone number or Instagram username in an email request instead; for a group conversation, which has neither, name the group and the phone number you take part in it with.
  • Your data at our payment provider — we delete your saved customer record at Stripe and direct Stripe to redact the government ID and selfie collected during identity verification.

What is retained

We keep the records of completed transactions — bids, orders, payment, shipping, and item-condition records — that we are required to retain for legal, tax, fraud-prevention, and dispute purposes, with your personal details removed or redacted from them. Listings you created are taken out of circulation and remain only as anonymised transaction history. Information that involves other members — such as reviews, messages between members, and marketplace history — may likewise remain in an anonymised or de-identified form where needed to preserve marketplace records or another member's rights. Anything retained stays subject to our Privacy Policy, which describes retention in section 7 (Account Deletion).

Questions

If you have any questions about deletion or how we handle your information, email help@addtrace.com or read our Privacy Policy.