Hero Survival is published by RansomForge, LLC. This page explains how to ask us to delete your Hero Survival account and the data attached to it, what we delete, and what we keep.
If you only want to stop the game collecting anything further, you can sign out and uninstall it. That does not delete your account. The steps below do.
How to request deletion
1. Send an email to support@ransomforge.com from the same email address you use to sign in to Hero Survival with Google. Sending it from that address is what lets us confirm the request is yours.
2. Put "Delete my Hero Survival account" in the subject line.
3. We may ask you a question or two to confirm your identity before we act. We will never ask you for your password: Hero Survival has no password of its own, and we never receive your Google one.
4. We will confirm by email, telling you the date your account is scheduled to be deleted.
What happens, and when
Deletion happens in two steps, and the gap between them is deliberate.
As soon as we have confirmed your request, we close the account. Your sign-in sessions are ended and you can no longer sign in or play. Nothing is erased yet.
Thirty days later, the deletion is carried out and becomes permanent.
Those thirty days are yours to change your mind. If you email us before the scheduled date, we will cancel the deletion and reopen the account with everything still in it. You will need to sign in again, because the sessions ended when the request was made. After the scheduled date there is nothing left to cancel and we cannot reverse it.
What is deleted
- The link between your Hero Survival account and your Google account: the Google account identifier, the email address stored alongside it, and its verification flag. This is the identifying information we hold about you, and removing it is what makes everything else unattributable to you.
- Your active sign-in sessions, so the account cannot be signed in to again. These end when you make the request, not thirty days later.
- Your display name, which is replaced with a randomly generated one such as Hero-4KX9QP. We do this because a name you chose yourself may be your real name, and it appears alongside gameplay records that we keep.
Once that link is removed, signing in with the same Google account creates a brand-new, empty account. Your previous progression, match history and any Hero Pass become unreachable permanently. There is no way to undo this and no way for us to recover it afterwards, because the record that would identify them as yours is the record we deleted.
One case where we will ask you to wait
If your account is currently suspended, we cannot process a deletion request for it. Deleting an account unlinks it from your Google account, and signing in afterwards would produce a fresh one, which would make a suspension meaningless. Email us and we will explain where your account stands. A suspension that is lifted or that expires leaves the account deletable in the ordinary way.
What is kept, and for how long
- Gameplay records, meaning progression, match results, tournament placements and eliminations, and the gameplay recordings we use to teach the game's computer-controlled players, are retained in an anonymised form. After deletion they are no longer linked to your Google account or to any identifier that points back to you, and we use them only in aggregate for balancing and reliability.
- Purchase and entitlement records are retained where we are required to keep them for tax, accounting and fraud-prevention purposes, for as long as the applicable law requires. These are also unlinked from your Google account. We never store your card details at any point, because payments are handled by Google Play rather than by us.
- Operational logs holding technical data such as hashed IP addresses and request metadata age out on our normal retention schedule, and are not used to re-identify a deleted account.
If you have paid for a Hero Pass
Deleting your account does not cancel a Google Play subscription and does not issue a refund. Manage or cancel a subscription in the Google Play Store app, under Payments and subscriptions, and direct any refund request to Google Play. Deal with an active subscription before the scheduled deletion date, because after it we can no longer connect the subscription to you.
Questions
Email support@ransomforge.com. Our privacy policy at https://ransomforge.com/privacy explains everything else we collect and why.