Data export & deletion — Horoptic Help

You can export your account data and delete your account yourself, from the Account panel in the app — both work today, no support ticket required.

Export returns a single JSON file containing your account record; your passkeys’ metadata (labels, dates and device type — never the keys themselves); any passkey-reset requests on your account and how each ended; any account-deletion requests that waited, and how each ended; the names you have given your devices, with when each last checked in; each of your projects as its current document — every clip, track, effect and setting as the project stands, rather than a replay of each individual edit; every file stored for those projects in our cloud — footage you uploaded, generated media and exported masters — each with a download link that works for 7 days, and which of those files each exported master was made from, any upload still in progress with the size it counts toward your storage, and the freeze-frame stills stored on your still allowance; your generation jobs, including any still queued for a provider; your Director turns; your subscriptions and your payment provider’s customer id; your billing events; the plan emails we owed you once — each subscription confirmation and renewal reminder — and whether and when each was sent; the bad-result reports you filed, with what you wrote and the app details sent alongside; the invite that created your account, and any invite codes tied to your address; your waitlist entry; whether we have stopped emailing your address, and why; any copyright notices about your account and where each stands, with which of your media each disabled and when it was restored; the record of actions our team took on your account, such as credit grants (who on the team acted is not included); and your credit balance with its complete ledger.

Deletion removes your account and its contents. Where the law requires us to retain a financial ledger, we anonymize your link to it rather than destroy the record. Our database backups keep copies for about 30 days, so your data leaves those as they age out, within roughly a month of deletion. The usage metrics we keep to run the service carry an internal account id, never your email, and expire after three months.

Export and deletion each ask you to confirm it’s you first, since one reveals everything at once and the other can’t be undone: with a passkey, or with a fresh code we email to your account’s own address (the phone app uses the code). Each code works only for the thing you asked for and expires in 10 minutes. To delete, you also confirm by typing that address. If your account has a passkey and you have not used it on that device in the last 15 minutes, to sign in or to confirm, the deletion waits seven days: we email your address at once with a link to stop it, and any device signed in to the account can cancel it until then. If you signed in on that device with the passkey in the last 15 minutes, or confirm with it, the deletion happens at once, even on a phone, where you confirm with a code. On a phone, the export goes to your phone’s share sheet, where you can save it to Files or send it wherever you keep things.