Support & Data Requests

Talk to a person. Or have your data deleted.

Whether you are stuck at the till or you want your name, email address and phone number erased from our records, this is the page. You do not need an account, and you do not need to be able to sign in.

IT Administration
0756 556 556
Data, privacy & account issues
General Support
+254 768 681 450
Mon–Sat, 8am–6pm EAT
WhatsApp
+254 768 681 450
Send us a screenshot
Email
support@paydesk.co.ke
Replies within 2 working days

Requesting deletion of your data

You have the right to ask us to delete the personal information we hold about you — your identification details, your email address and your phone number included. Under the Data Protection Act, 2019 we must act on that, and we do so free of charge.

You do not need to be able to log in. That is the whole point of this page. If you have lost access to your account, or you were never an account holder at all — perhaps a shop recorded your number when you bought something on credit — this form still reaches us.

What happens after you press send

  1. Immediately

    You get an SMS with a reference

    A confirmation lands on the number you gave us, carrying a reference like PD-K4M2XQ. Our administrator is alerted at the same moment, with the details of what you asked for — so it is in a human's hands from the start.

  2. Within 2 working days

    We verify it really is you

    We will call or write to confirm the request came from you. This is not red tape: without this step, anyone could erase somebody else's shop records.

  3. Within 30 days

    It is done, and we tell you so

    The deletion is completed and confirmed in writing. Usually it is far quicker than thirty days — that is the outer limit, not the target.

Exactly what goes, and what has to stay

Deleted permanently

  • Your name and ID details
  • Your email address
  • Your phone number
  • Your password
  • Your login sessions
  • Your notification history
  • Customer contact details you ask us to erase
  • This support correspondence

Kept, but anonymised

  • Completed sales and invoices
  • Tax records
  • M-Pesa transaction records

Kenyan tax law requires trading records to be kept for seven years. We cannot delete a sale — but we detach you from it. The receipt keeps its total and its date, and stops carrying your name.

Common questions

Does it cost anything?

No. Every request under the Data Protection Act is handled free of charge, however many times you ask.

Can I get a copy of my data instead of deleting it?

Yes — choose Request a copy of my data on the form. We will send it in a format you can actually open and read, within 30 days.

My shop entered my number without asking me. What now?

Tell us the shop's name on the form. The record belongs to that business, so we will act on your request and inform them, as our policy explains.

I deleted my account. Can I come back?

You can always open a new account — but deletion is permanent. The old records will be gone, so export anything you need before you ask us to delete.

What if my subscription simply expired?

Nothing is deleted when a subscription lapses. Selling pauses, your data waits, and renewing restores everything exactly as you left it. You only lose data if you specifically ask us to delete it.

Nobody has come back to me. What do I do?

Call IT administration on 0756 556 556 with your reference number. If we have genuinely let you down, you may also complain to the Office of the Data Protection Commissioner.

Already sent a request?

Enter the reference from your SMS to see where it has got to.