You decided to stop using PixGo and want to delete your account — without leaving data behind. It's your right under LGPD (Brazilian Data Protection Law). This guide shows exactly how to request permanent deletion, what to do BEFORE, and what to expect afterward.
- Right guaranteed by LGPD (Law 13.709/2018) — anyone can request deletion
- Before requesting: withdraw all DEPIX from wallet, save your seed, download histories you'll still need
- Request by email to [email protected] or via /chamados with LGPD category
- Legal deadline: up to 15 business days (usually 48-72h)
- After deletion: account removed, transactional history anonymized (we keep hashes per tax law)
- Self-custody wallet remains yours — the 12-word seed doesn't disappear, even after account deletion
Before requesting — mandatory checklist
Deleting the account does NOT delete your Liquid wallet, but removes your access to several histories and dashboards. Do this BEFORE:
1. Withdraw all DEPIX from wallet
Make sure you have no stuck balance. Check your balance at PixGo Wallet or Dashboard. If you have DEPIX, choose a destination:
- Back to PIX: use the Wallet PIX Button via CryPix (R$100 min, R$5,930 max per operation)
- Swap to another crypto: inside wallet, swap to USDT/L-BTC and keep in another wallet
- Send to another Liquid wallet: copy another wallet's address and send
2. Save the 12-word seed (if not yet done)
If you created a PixGo account and generated a wallet, you received a seed on creation. It is literally your wallet. Without it, you lose access to any funds remaining there after deletion. Write it on paper, OFFLINE phone photo, or physical safe.
3. Download important receipts and histories
After deletion you can't access:
- DEPIX QR generation history
- Charge list (My Store)
- Affiliate history (referrals and commissions)
- Individual DEPIX receipt confirmations
4. Note your wallet ID (WPG) and Liquid address
- Wallet ID (WPG...): unique wallet identifier on PixGo
- Liquid address (lq1q...): public address for receiving DEPIX/USDT/L-BTC
- 12-word seed: master key for recovery
5. Resolve pending matters (affiliations, support, etc)
- Pending affiliate commission? Wait for release and withdraw BEFORE.
- Open ticket at /chamados? Resolve before requesting deletion.
- Seller with active QR Code on landing page? Disable QR or cancel sale.
- Configured webhook? Disable on your side (to avoid 410 Gone responses after deletion).
How to request deletion
Path 1 — Direct email (recommended)
Send email to [email protected] from the same email registered in your PixGo account. Ready template:
Subject: Account deletion request — LGPD
Hello, PixGo team,
I request, based on Brazilian Data Protection Law (Law 13.709/2018, art. 18, VI), the permanent deletion of my PixGo account and personal data.
Identification:
- Registered email: [your email]
- CPF: [your CPF]
- Wallet ID: [WPG...]
I am aware that:
1. Wallet balance is my responsibility — already withdrawn.
2. Transactional data may be kept due to tax requirements (BCB/IRS), but anonymized.
3. Deletion is permanent — no recovery after processing.
Thank you.
[Your name]
Path 2 — Via /chamados
Open ticket at /chamados, select category "LGPD / Account deletion".
What happens after processing
Legal LGPD deadline: up to 15 business days. In practice, usually 48 to 72 hours. You receive confirmation at registered email.
What is removed
| Removed | Anonymized / Retained |
|---|---|
| Name, email, phone | Transaction hashes (BCB requirement) |
| Address, document photos | IP logs (Marco Civil, 6 months) |
| Visible DEPIX order history | Tax records (CFOP, IR) |
| Charges, generated QRs | Receipts involving other parties |
| Passwords, sessions, tokens | Encrypted backups for legal period |
| Push notifications, marketing emails | Anti-fraud flags (CPF, if any) |
Special cases
I have MED in progress or was rejected
If you are the seller who received MED or the customer who opened MED — the CPF flag remains. We can't remove that marker, even after account deletion. It's protection for other platform sellers.
Details: MED / Chargeback.
Re-register later — is it possible?
Yes. After deletion you can create a new account with the same CPF/email without problems. The old account was deleted, it's a new journey.
Exception: if deletion was due to ban (multi-account, fraud, etc), the CPF stays flagged and new account may be automatically blocked.
Forgot my password — can I request deletion?
Yes, but first we confirm the request comes from the account holder. Recover password first at /login → Forgot password. If you can't, send email to [email protected] from your registered email, and the team will explain how to confirm the account is yours.
Account holder passed away — heir wants to delete
Deceased account is special case. Send email with:
- Death certificate
- Heir's document
- Proof of kinship (marriage certificate, birth certificate)
- Indication whether to delete or transfer balance (DEPIX to heir's wallet)
Warning: the wallet seed is absolute authority. If family has the seed, they control funds directly without needing PixGo. If NOT, and the wallet had balance, it's generally unrecoverable (self-custody).
FAQ account deletion
How long does it take?
Legal deadline: 15 business days. In practice: 48-72h in simple cases. Cases with pending matters may take longer until resolved.
Can I reactivate the account later?
NO. Deletion is permanent. You can CREATE a new account with same email (if not a ban), but it's a new registration without history.
What happens to DEPIX they owed me?
If you have pending commission, order in processing, or balance frozen for some reason — RESOLVE before deletion. Can't recover value afterward.
And the QRs still active?
Cancel all BEFORE requesting deletion. If customer pays QR from deleted account, generated DEPIX goes to wallet (which still exists via seed) but you don't see confirmation on Dashboard.
Does my CPF stay registered somewhere?
Only in anonymized logs (hash) per legal requirement. You no longer appear as active user, and your CPF is unlinked from name in all internal reports when possible.
Can I just deactivate instead of delete?
Yes — just stop using. Account stays inactive without prejudice. But if you want to remove DATA, you need to request formal LGPD deletion.
Will I lose tax history for IRS?
Receipts stay with you (download before deletion). PixGo keeps tax records for 5 years per legal requirement, but you no longer have direct access to download.
Can I just ask "forget my name" without deleting account?
No, partial anonymization isn't practical. Delete entire account or keep. But you can ask to stop receiving marketing emails — just click "unsubscribe" in any email.
LGPD rights you have
Beyond deletion, LGPD guarantees:
- Access: request copy of everything PixGo knows about you
- Correction: fix wrong data (name, email)
- Portability: receive data in exportable format
- Elimination: what this article covers
- Information: know who we share data with (PSPs, BCB, etc)
- Revoke consent: stop receiving marketing
For any of these, same channel: email [email protected] with description of request.
Practical summary
- Deletion is LGPD right — anyone can request
- BEFORE: withdraw balance, save seed, download receipts, cancel QRs
- Request by email (recommended) or via /chamados
- Deadline: up to 15 business days, usually 48-72h
- Personal data removed; tax/BCB records remain anonymized
- Self-custody = your seed remains valid in any Liquid wallet
- Can re-register afterward (except if banned)
Related reading: Recover account · How to withdraw DEPIX · MED / Chargeback
