At BitBox, protecting your privacy is a core principle. To minimize the risk of storing sensitive information, we automatically delete personal data once it is no longer needed.
This article explains:
- Why your contact information may be deleted
- How we handle support-related data
- How webshop and legal data are stored differently
Why we delete your contact information
We regularly remove personal data from our support systems to reduce exposure to sensitive information.
This includes:
- Email addresses
- Support conversations
- Attachments and related data
If you are not subscribed to any communication channels and have no active support case, your email address will be scheduled for deletion.
This process helps minimize the storage of sensitive information, such as transaction details linked to email addresses.
How our support system handles your data
When you contact support:
- A support ticket is created
- Your conversation is stored in our self-hosted support system
- This may include sensitive information related to your request
Once your issue is resolved:
- The support ticket is closed
- If no reply is received within 7 days, it is closed automatically
- Personal data, including all exchanged emails and attachments, is permanently deleted 23 days after closure
[Example of final support email notification]
Once your data is deleted, we cannot recover past conversations or attachments.
After a ticket has been deleted, any new inquiry starts from scratch.
As we handle a large number of requests, we are unable to recall previous cases once the data has been removed. To help us assist you efficiently, please provide all relevant details again when contacting support in the future.
What happens after your data is deleted
After your contact information is removed:
- We can no longer reach you via email
- You will not receive follow-ups related to past inquiries
- Any future request will be treated as a new case
This also applies to important updates related to your past support case.
How webshop and legal data are handled
The deletion described above applies only to support-related data.
If you placed an order in our webshop, your data is handled separately and according to legal requirements:
- Our webshop is fully self-hosted to minimize exposure to third parties
- Personally identifiable information is retained only as needed to process your order
- After 30 days, this data is anonymized in our live systems
- For delayed shipments (e.g., preorders), anonymization happens after fulfillment
Invoices are handled differently:
- Stored for 10 years in accordance with Swiss law
- Secured and encrypted
- Access is protected by strict access controls
For more details:
- Learn more in our blog post: How Shift Crypto protects your personal information
- Read our full privacy policy: Privacy policy
Webshop and legal data retention is required for compliance and is handled separately from support data.
How to stay in touch
If you would like to continue receiving updates, you can choose one of the following options:
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→ Subscribe to our newsletter to stay up-to-date about security, Bitcoin and the BitBox products.
Social media
We regularly share important updates across our channels:
Following at least one channel helps you stay informed about important updates.
FAQ
Why does BitBox delete my data?
To reduce the risk of storing sensitive personal and support-related information longer than necessary.
Can I recover my data after deletion?
No. Once deleted, your support data and history cannot be restored.
Will I still receive updates from BitBox?
Only if you subscribe to BitBox news or follow our communication channels.
How can I contact support again later?
You can always reach out again to create a new support request.
Does this also apply to my order data?
No. Order-related data is handled separately, stored securely, and retained according to legal requirements.