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Deleting your Empuls account is the most destructive action in the product. It is a different action from cancelling your subscription, it is confirmed with a code emailed to the admin who starts it, and the interface offers no undo control, no confirmation-window countdown, and no self-serve way to restore the account afterwards. Unredeemed reward points held by your employees are lost. If you are trying to stop being billed, cancel the subscription instead — see Subscription and billing.

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What deletion actually does

Account deletion is a two-call flow on the billing screen, at the route /home/billing-information/delete-empuls: Both calls are server-authorised. The screen submits nothing else: there is no free-text reason, no scheduled date you choose, and no ticket raised on your behalf.
The account is disabled by this mutation (disable_company_query), and the confirmation screen’s wording keys describe the outcome as a submitted request and a scheduled deactivation rather than an instant wipe. The exact timing is decided server-side and is not shown anywhere in the interface — do not assume you have a window in which to change your mind.

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Who can start it

Three things gate the request:
  • The payments permission. The billing screen sits behind the ACL entry menuName.billing_information. In the access-control permission matrix, that permission can only be granted to general admins — the manager and user columns for it are locked and cannot be edited — so in practice this means a Super Admin, or an admin a Super Admin has explicitly given payments access. See Access control.
  • The subscription state. The entry point on the billing screen renders only while the account is in a cancellable billing state (internally, billing_screen_status of 1, 2 or 4). Once a subscription has already been cancelled (status 5), the billing screen shows a reactivate control instead and the delete entry point is not rendered.
  • Server authorisation on the mutation itself. The delete route carries no client-side role check of its own — reaching the URL is not the same as being allowed to complete the flow. The final gate is on admin.mutation.disable_company_query in the backend, which is not visible from the web application source, so treat the permission list above as the client-side view only.
Accounts billed through Microsoft Teams reach the same screen from the Teams billing view, which carries its own entry point to /home/billing-information/delete-empuls.

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What is forfeited

The screen lists its consequences as a fixed set of bullets. Their wording comes from your tenant’s translation table, so the text you see may differ, but the keys tell you what each one covers:
  • The process is irreversible.
  • Reward points are lost.
  • Users lose access to the platform.
  • Platform data becomes inaccessible.
  • Unredeemed reward points are covered explicitly and separately.
  • A figure computed from your redemption reserve.
In plain terms: every reward point your employees hold but have not spent goes away with the account. Points are not paid out, transferred, or converted to anything an employee keeps. Anyone with an unspent balance should redeem it before you start this flow — see Redeem points.

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The reserve figure on the screen

The last bullet interpolates a number the screen computes itself, from two separate reads:
  • Your redemption reserve balance, from points.query.get_redemption_reserves_or_store_query (the wallet’s companyBalance).
  • Your points conversion factor, from admin.query.payment_query (company_payment_info[0].conversion_factor).
It then displays redemption_reserve / conversion_factor. Read that arithmetic carefully before you treat the number as money. Elsewhere in Empuls the conversion factor converts points into currency — the points administration screen values a points balance as points x conversion_factor, and displays the factor as an amount of currency per point. Dividing a currency reserve balance by that factor therefore yields the reserve expressed as a number of reward points, not a currency amount. Consistently with that, the screen formats the figure as a plain number with no currency symbol and no currency code beside it.
Do not read that figure as a guaranteed refund. What the sentence around it claims is in a tenant-supplied label this documentation cannot verify, the number itself is a points-equivalent of your unused reserve rather than a settlement amount, and nothing in the deletion flow initiates a payment. If money is owed back to you, settle it with cs@xoxoday.com in writing before you delete, not after.

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How the flow runs

1

Open the delete screen from billing

The delete entry point sits on the billing screen, in its own block below the subscription details. It navigates to /home/billing-information/delete-empuls, and the screen’s back control returns to /home/billing-information.
2

Read the consequences and tick the acknowledgement

A single checkbox acknowledges the terms.Nothing can be requested until it is ticked, and it locks once a code has been issued.
3

Request the confirmation code

The request control fires get_otp_disable_company_query. On success the screen stores the returned request_id, reveals the code field, and starts a 5-minute countdown.
4

Retrieve the 6-digit code from email

The code arrives by email; the field is labelled as an emailed code.The web application sends no recipient address with the request, so which mailbox receives it is decided server-side and cannot be confirmed from the interface. Check the mailbox of the admin performing the deletion first.
5

Enter the code

The field accepts digits only, is capped at 6 characters, and is masked as you type. Submission stays disabled until exactly 6 digits are present. An incorrect code returns an invalid-code error and you can try again.
6

Wait out the countdown if you need a new code

The resend control is disabled for the full 5 minutes and only becomes available when the timer reaches zero. Each resend issues a fresh request_id and restarts the timer. The 5 minutes is the resend cooldown; how long a code stays valid is not stated anywhere in the interface.
7

Submit

Submitting fires disable_company_query with the code and the request_id.
8

The account exits to the marketing site

On success a full-screen confirmation takes over the window. It names your tenant as your-subdomain.xoxoday.com and states that deactivation is scheduled and that an email confirmation follows.This overlay has no close control. Its single button navigates the same tab to https://www.empuls.io, so it is a one-way exit from the admin interface — there is no route back to the billing screen from it.

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What you cannot get back

Stated plainly, because the interface does not state it for you:
  • There is no undo control. No screen in the product reverses disable_company_query. The billing screen’s reactivate control applies to a cancelled subscription, not to a deleted account.
  • There is no visible grace period. The interface shows no countdown, no scheduled-deletion date, and no “restore before” deadline. Do not plan around one.
  • Unredeemed reward points are gone. Not held, not refunded to employees, not transferred.
  • Platform history is inaccessible. Recognition history, feed content, survey responses, budgets, and reports go with the account. If you need any of it, export it first — see Raw data report.
  • Reserve funds are not settled by this flow. Nothing in these two mutations moves money.
If any of that is a problem, stop and email cs@xoxoday.com before you tick the acknowledgement.

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Before you delete

Run the exports you will want later — recognition, budget, redemption, and login history are all available as CSV from the Raw data report.
Give people a redemption window and tell them the deadline. Once the account is gone, unredeemed balances are not recoverable and cannot be paid out.
Check your reserve balance on Points administration and your outstanding invoices on the billing screen, and settle both in writing with cs@xoxoday.com. The deletion flow does not settle anything.
If the goal is to stop paying, cancellation stops the subscription at the end of the paid period and can be reactivated afterwards. Deletion cannot. See Subscription and billing.

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Deletion is not cancellation

Subscription and billing

Cancel or reactivate a subscription, change plan, and manage invoices.

Points administration

Check your redemption reserve balance and points conversion factor before you act.

Raw data report

Export transaction-level history while you still can.

Access control

See which admins hold the payments permission.