Delete your account

You can ask us to delete your Kangaroo Service account at any time. This page explains how to make the request, what happens after you do, and which records we are required by law to keep.

Request deletion from the app

1. Open the Kangaroo Service app and sign in.
2. Tap your avatar in the top right of the Home screen, then tap Settings.
3. Tap Delete my account.
4. Read the notice, add a reason if you wish, and tap Request account deletion, then confirm.

You will see a request reference on screen. Keep it in case you need to contact us about the request.

If you have not yet completed identity verification, the Delete my account option is shown on the verification screen itself instead of in Settings.

Request deletion without the app

If you no longer have the app, or you cannot sign in, email us at support@kangaroo-service.com from the email address registered to your account, with the subject line Account deletion request. We will confirm your identity before we act on the request, so we may ask you for information that matches what is on your account. We do not accept deletion requests over social media or from an address that is not the one registered to the account.

Before you request deletion

Once your account is closed you will no longer be able to see your transfer history or your saved recipients in the app or on the online portal. Save any receipts or transfer details you need before you make the request.

What happens next

• Your sign-in is disabled straight away.
• Our team processes the request within 1 to 2 working days.
• While the request is waiting, you can cancel it by signing in to the app again and choosing Cancel deletion request.
• A transfer that is already in progress when you make the request is not cancelled by it. It continues and completes as normal.
• Once the request is processed, your account is closed and you can no longer sign in to the app or to the online portal.

Reopening a closed account

A closed account can be reinstated. Contact support@kangaroo-service.com from the email address that was registered to the account. We may need to verify your identity again before the account is reopened.

Money left in your wallet

Our support team will help arrange a refund of any remaining wallet balance. Contact us to get started.

Some records are kept by law

Closing your account does not delete our records. As a regulated remittance provider we are required under the AML/CTF Act to keep your identity verification records and transaction records for 7 years from your last transaction. These records are stored securely and are not used for anything else.

Questions

If you have a question about a deletion request, contact support@kangaroo-service.com and quote your request reference if you have one. For how we handle personal information generally, see our Privacy Policy.