ConsultaCausas Ecuador, home

Support

Need help with your account, a payment or the alerts? Here is how to sort it out or how to write to us.

Write to us

Write to soporte@consultacausas.com. We reply within 1–2 business days.

To help us answer faster, include the case number (for example, 17203-2024-01234) and, if you have an account, the WhatsApp number you sign in with. Do not send us your cédula unless we ask for it because it is needed.

Before you write

Many answers are in the frequently asked questions and the guides: how to search for a case, how to read the case number and how the alerts work.

Cancel the Monthly Plan

  • On the web: go to Account or open the case and press “Manage subscription”. Stripe’s secure portal opens, where you can cancel the renewal.
  • On iPhone: Settings > your name (Apple ID) > Subscriptions, or in the App Store, your photo > Subscriptions.
  • On Android: Google Play > your photo > Payments & subscriptions > Subscriptions.

Tracking stays active until the end of the paid period. The Annual Pass does not renew by itself, so you do not need to cancel it.

Refunds

Delete your ConsultaCausas Ecuador account

You can delete your ConsultaCausas Ecuador account at any time: from the app, on the web or by email.

How to delete it

  • In the app: Account → “Delete my account”.
  • On the web: Account → “Delete my account”.
  • By email: write to soporte@consultacausas.com from the email address you use and tell us the account’s WhatsApp number. We may ask you to confirm that the account is yours before deleting it.

In the app and on the web we ask you to confirm twice.

Before you delete it: App Store or Google Play subscriptions

Deleting the account does not cancel an App Store or Google Play subscription: we cannot cancel those for you, and the subscription keeps renewing and charging you even though tracking has stopped. Cancel it first:

  • iPhone: Settings → your name → Subscriptions.
  • Android: Google Play → Payments & subscriptions → Subscriptions.

The Annual Pass does not renew, so there is nothing to cancel.

What happens when you delete it

Everything happens at once, in one step:

  • First we cancel the account’s pending alerts. An alert that is being sent at that very moment finishes and is then anonymized like the rest.
  • We erase the account’s WhatsApp number, name and email, and sign out every session.
  • We archive your tracked cases and erase the names you gave them and your role in each one. We stop following, with the court system, the cases nobody else tracks.
  • We delete the alert recipients: your number and your relatives’ numbers.
  • We delete the notice of new cases with your cédula (and stop watching that cédula if no one else does), and erase the details of its notices.
  • We delete your devices’ push-notification tokens.
  • We delete the verification codes sent to your number, with the IP address they were requested from.
  • The history of alerts sent is kept only as anonymous rows (date, channel and result) for delivery accounting: we erase phone numbers, device references, alert content and error details. We do the same with our WhatsApp send log.
  • On the web (Stripe): we cancel your subscriptions at the end of the period already paid and remove your name, email and phone from your customer record at Stripe; the payment notices we received from Stripe are reduced to their id and type.

What we keep, and why

  • Payment records: reference, plan, amount, currency, dates, status and the store’s transaction ids (Stripe, Apple, Google Play), because tax and accounting rules require us to keep them. They have no automatic deletion date and are linked only to an anonymous account number with no personal data.
  • Stripe, Apple and Google keep their own payment records under their own policies.
  • Anonymous counts of service steps (searches, payments, alerts sent), which cannot identify anyone.
  • If you replied ALTO (STOP), a do-not-message record of that number, so we never message it again.
  • If another ConsultaCausas account added your number as a relative, that entry belongs to that account and stays: reply ALTO to the alerts to stop them, or write to soporte@consultacausas.com.