Account deletion
How to request deletion of your MAXTV account, and what happens to your data.
Last updated
This page covers your account in the MAXTV app and customer portal. You may request its deletion at any time, without giving a reason.
1. How to request it
The quickest way is directly in the MAXTV app, where you are already signed in:
- Open the MAXTV app and go to the “Llogaria” (Account) tab.
- Choose “Profili im” (My profile).
- At the bottom of the page, tap “Fshi llogarinë” (Delete account).
- Read what is deleted and what is kept, tick the acknowledgement, and tap “Fshi llogarinë”.
If you cannot get into the app, contact us:
- By email to info@maxtv-ks.net, from the address registered with us, with the subject “Account deletion” and the account phone number.
- By phone on +383 44 991 992, from the account’s number.
- In person at our office: Rr. Ilaz Kodra Nr. 134, Skenderaj.
Requests made by email or phone are verified before we act — usually with a code sent to the account’s phone number — so that nobody else can delete your account.
2. How long it takes
- The request is recorded immediately and you are signed out on every device.
- The account is permanently deleted 30 days after the request.
- Nothing is deleted during those 30 days.
- Requests by email or phone are acknowledged within 5 business days; the 30-day period starts once your identity is verified.
- System backups are cycled out normally, no later than 30 days after the main deletion.
3. What is deleted
- The account and your phone number as a sign-in identity.
- Your password (its hash) and all open sessions.
- The name, email and address held in your app profile.
- Notification device tokens and your whole notification history.
- Cases, the correspondence on their timelines, and the photos you attached.
- Saved card tokens, together with automatic renewal being switched off.
- Speed tests and usage figures tied to your subscription.
4. What we must keep, even after deletion
Some data cannot be deleted on request, because the law requires us to keep it:
| Data | Why | For how long |
|---|---|---|
| Invoices and payment records | Required by Kosovo tax and accounting legislation | 6 years |
| Service contract records | For as long as the contract is in force or obligations remain open | Until the contract ends and legal periods expire |
| Technical security logs | Legitimate interest in preventing abuse | 12 months |
This data is no longer used to provide you a service, and access to it is limited to staff who need it.
5. If you also want to end the service
Terminating the internet or television contract is a separate request, governed by your subscription contract — including the notice period and the return of equipment.
Call +383 44 991 992 or write to info@maxtv-ks.net and we will start the process. If you have an active subscription or unpaid invoices, we delete the account once those are closed.
6. What happens afterwards
- You can no longer sign in with that number, and the previous history cannot be restored.
- If you later become a customer again with the same number, a new and empty account is created.
- We send you written confirmation once the deletion is done.
7. Contact
MAXTV, Rr. Ilaz Kodra Nr. 134, Skenderaj, Republic of Kosovo · info@maxtv-ks.net · +383 44 991 992