FAQ: Why can't I close my account?

Isabela Stisser

Expensify doesn't allow account closure if you retain any individual responsibility for a Policy within Expensify. Outlined below are reasons for this:

• Your account being under a validated Domain — Your account must be closed by a Domain Admin from their Settings > Domains > Domain Members page. (If you retain a secondary personal login, you can delete this afterwards by following the instructions above).
• You are the only remaining Domain Admin for your company domain — You must appoint another Domain Admin from the Settings > Domains > [Domain Name] > Domain Admins page or reset the domain completely before you can close your account.
• Being the Policy Billing Owner with an Annual Subscription — You must downgrade from Annual before you can close the account or have another user Take Over Billing for your Policies
• You own a company Policy or an amount past due to Expensify - You must either make the payment, have another user Take Over Billing, request a refund from your first bill or delete the offending Policy before closing your account.
• Being the "Preferred Exporter" for your Policy Integration — You must update the Preferred Exporter for your Policy before closing your account. Follow Settings > Policies > Group > [PolicyName] > Connections > Configure and select any Policy Admin in the dropdown for Preferred Exporter.
• You own a Verified Business Account that is settling a balance or is locked and owes a balance - You must wait for all payments from this account to settle, or unlock the account and settle the amount owed from Settings > Account > Payments > Bank Accounts

Related articles:

• How-to: Close your account

Sandro

same here!!!

godzero

The instructions to delete an account are incorrect, or at least very obtuse.

The directions are to go to Settings > Account > Account Details and scroll to the Close Account section. I can't find this anywhere.

Under Settings, the options are: View Profile, Preferences, Sign Out. None of these leads to Account.

Please update the instructions to give accurate guidance.

Thanks.

LaurenR_Expensify

@godzero @Sandro please be aware that these are instructions for the web app, it's not possible to delete your account from your mobile app. Thanks

godzero

I was using the web app.

Isabela Stisser

Hey @godzero , are you still having issues? I checked your account now and I'm able to view the section where you can close it. If you're still having issues or getting an error message when trying to close the account, please reach out to [email protected] and the team will be able to help and investigate issues for you. Thanks!

Ben Fitz

Hi @godzero — I can confirm that those instructions are correct. What you're describing doesn't familiar. Do you mind writing into concierg[email protected] so we can guide you through the process? Thanks!

godzero

OK, I'll write to [email protected]

Thanks.

esonet

https://community.expensify.com/discussion/4724/faq-why-cant-i-close-my-account

There is no admin on my account. I opened it to track my business expenses and now want to close it

Ben Fitz

Hi @esonet — you shouldn't have restrictions on closing your account, but please write to us at [email protected] if you continue to experience issues!

hina

how can i remove my account

CEOB

I have followed all instructions but you give me no end of reasons why I can't close the account. We don't use it and don't want it so why is closing it so difficult? If I had know you will be taking money off us forever and a day I would never have used this app.

Kadie Alexander

Hi @CEOB! Thanks for writing in. I'm sure you can understand that we don't want to compromise your privacy by discussing your billing in a public forum! However, I'd love to help you with this, so please write to [email protected] and we will figure it out there. 😊