Your data and your privacy

Your data is yours: you can take it with you or delete it whenever you like, without asking anyone and without writing to support.

Both live in the dashboard, under Account → Data & privacy.

Downloading a copy of your data

Go into Account.
Under Data & privacy, hit Export my data.
A JSON file downloads with your personal data: profile, subscriptions, stream keys, servers and streaming channels.

It’s a text file: any editor opens it. Nobody else gets a copy.

When you write to support

When you open a support ticket, what you write (subject, message and the replies in the thread) is used to prepare the answer you get back.

There are people behind support: our team writes and sends every reply. To have the draft ready sooner we lean on an artificial intelligence assistant. It works like this:

Your ticket text is sent only to propose a draft reply, together with the state of your account: your plan, and the state of your stream keys and Cloud OBS servers (on or off, region, bitrate cap, when it was last used). This is so whoever answers does not have to ask you for what we can already see.
No credentials are ever sent: not your passwords, not the value of your stream keys, not your platform stream keys, and not your name or email.
A person always reads and approves it before it reaches you. No reply goes out without human review.
Your passwords, your stream keys and your platform stream keys are not sent: they are not part of the ticket text.
Ticket content is not used to train models.
If you would rather your ticket did not go through this, say so in the message and we will handle it by hand.

Legal basis, retention periods and transfers are set out in the privacy policy.

Emails we send you

There are two kinds, and you don’t choose them the same way:

Service emails always reach you while you have an account: invoices and payments, alerts about your servers or your stream keys, changes to the terms, and security notices. They can’t be turned off, because they’re part of the service you signed up for.
Marketing emails (news, new features, offers) only reach you if you explicitly ask for them. They’re never ticked by default.

You can turn them on or off whenever you like in Account → Communications, and unsubscribe straight from the link at the bottom of every one of those emails. Unsubscribing doesn’t affect service emails or your subscription.

Deleting your account

Account → Data & privacy → Delete my account. Your account and all your data are permanently deleted.

Before you confirm we ask why you’re leaving. Picking an option is required, but one of them is I’d rather not say. When the account goes, any comment you wrote goes with it: all that’s left on our side is the bare reason, with nothing tying it to you.

If you have an active paid subscription

The dashboard won’t let you delete the account, and will tell you:

Cancel your active paid subscription in Billing first, then try again.

It’s on purpose: that way nobody deletes their account thinking it stops the payments. Go to Billing, cancel, and come back to Data & privacy. Bear in mind that cancelling takes effect at the end of the period you’ve already paid for.

Before you delete, take your stuff

When the account goes, everything inside it goes with it. If any of this matters to you, do it first:

Download your data with Export my data.
Pull your assets off the Cloud OBS if you don’t have them anywhere else. See Assets.
Write down your scenes and settings if you’re planning to rebuild them somewhere else.
Download your invoices: you’ll need them for your accounts and you won’t be able to get them back afterwards. See Invoices.

If you can’t get into your account

If you’ve lost access and still want to exercise your rights, there’s a data request form in the website’s privacy policy. You can also write to support@enhancedirl.com.

The legal texts

What we do with your data, what for and for how long is in the legal texts, which are the ones that count:

Next step

Cancel and reactivate — if what you want is to stop paying without losing the account.
Invoices — download them before you delete anything.
Link security — which links give access without signing in and how to revoke them.