Your account

Your account is you, the person who signs in. It is separate from the organizations you belong to: you can be a member of several, and leaving one does not end your account. Open the menu under your name at the bottom of the sidebar to reach your account settings.

Profile

Profile shows your personal details and lets you update them. Delete account sits at the foot of the page, see below.

Security

Security is where you change your password and set up multi-factor authentication.

Sessions

Sessions lists the browsers and devices signed in to your account. Revoke any you do not recognize; that device is signed out.

Signing in to the CLI with gpilot auth login uses the same account. See signing in to the CLI.

Delete your account

Anyone can delete their own account; no organization permission is needed.

This deletes organizations, not only your login

Deleting your account deletes every organization your account pays for, with all of its services, whoever else is a member. Making a colleague an admin first does not save such an organization: it follows the billing account that funds it, not its admins. If an organization or a service should carry on, contact support before you delete your account, so its funding can be moved. The portal cannot move it.

What deleting your account does:

• Your login ends. Once the deletion has started, the portal shows Your account is being deleted; select Sign out. The login itself is deleted when the deletion completes.
• Your subscription is canceled, if you pay for one, and the usage up to the deletion is invoiced on a final invoice.
• A running annual plan is not refunded. The contract ends with the deletion; fees paid in advance for the rest of its term are not credited.
• Organizations your account pays for are deleted, with every service in them. Their services are taken off the edge, with their deployments and configuration.
• Organizations somebody else pays for stay. You only leave them, and what you did there, for example who made a deployment, is anonymized. Your email address is also removed from their alert history, which records who each alert email was sent to. If you are the only admin of one, it is left without an admin, so hand the role over first if that matters.
• Your personal API keys stop working, because the account they belong to is gone.
• Your invoice history is kept, because GraphPilot is required to keep it.
• The record of the terms you accepted is kept as evidence of the contract, with the email address and name it was recorded with.
• Telemetry, logs and stored files of the deleted services stop being readable at once and are deleted within minutes, once each service is off the edge. Some records are kept on purpose; see what a deletion keeps.

Deletion starts immediately and cannot be undone. It runs in the background and is complete within 72 hours at the latest, with no further action from you. While it runs, the organizations your account pays for accept no changes: any change by one of their members is refused with “This account is being deleted”. A confirmation email arrives once the deletion is complete.

1. Open Profile and select Delete account.

2. The first step, What gets deleted, lists by name each organization that will be deleted (with its number of services, if it has any) and each organization you will only leave. It lists only what applies to your account: if your account pays for no organization, there is no list of deleted organizations. Read it, type your email address to confirm, and select Send confirmation code.

3. Enter the 6-digit code from the email the portal sends you. The code is good for ten minutes and for one deletion. Each code allows five tries; after that, send a new one. Send a new code replaces the earlier code, so enter the one from the newest email. You can request at most three codes a minute, across every deletion.

4. Review the summary and select Delete my account.

Contacting support

The help button in the bottom right corner of every page, and Help and feedback in the account menu, offer Documentation, FAQ, Contact support and Send feedback.

Contact support opens a form:

Field	What to enter
What is this about?	Billing, Technical problem, Account or access or Something else. It decides who reads your request first.
Which parts does this involve?	Any of General, Proxy (caching, invalidation, deployments), Portal, Command line and API.
Subject	A short summary.
Your question	What you expected to happen, what happened instead, and when you first saw it.

Select Send request. The portal adds the context of the page you sent it from (the organization, service, plan, billing account, page and portal version), so you do not have to look those up. The organization and the billing account are always those of the organization you are signed in to, and the service is attached only if your session can see it.

A person reads every request, and the answer comes by email to your account’s address. You also get a receipt by email with a request reference; replying to it reaches support too. There is no ticket page to watch: the answer arrives in your inbox. Quote the reference if you write about the same request again.

How soon the first reply comes depends on your plan, and the dialog states the figure for the plan you are on:

Plan	Channel	First reply
Glider (Free)	Documentation; email without a commitment to scope or handling, much more limited than on the paid plans	No commitment
Jet (Starter)	Email	Best effort, usually within 2 working days
Airliner (Business)	Email, handled with priority	Best effort, usually within 1 working day
Jumbo (Enterprise)	As agreed	As agreed

Support hours are Monday to Friday, 9:00 to 17:00, excluding public holidays in North Rhine-Westphalia. A response time is the time to the first substantive reply, not to the fix.

If the form cannot send your request, it offers to open it as an email to info@graphpilot.io with everything you typed.

Send feedback is a shorter form for praise, ideas and things that got in your way. It goes to the team, and it is not a support request.

For a billing question, the Account tab of the billing page has Copy support details, which copies the identifiers support needs.

Related

• Organizations and members
• Billing and usage
• API keys: personal keys end with your account