MyTeleApp Privacy Policy
How MyTeleApp collects, uses, shares and protects your information, and how you can control it.
Effective: 6 October 2026 · Last updated: 6 October 2026
1. About this policy
This Privacy Policy explains how MyTeleApp collects, uses, shares and protects personal information. MyTeleApp is the customer app for Extel, a business of the Telxer group, and is provided by Telxer LTD (“Telxer”, “we”, “us”).
| App name | MyTeleApp |
| Developer | Telxer LTD |
| Android package | com.telxer.myteleapp |
| iOS bundle ID | com.telxer.myteleapp |
| Address | 3rd Floor, IKON Building, Brains Avenue, Masaki, Dar es Salaam, Tanzania |
| Privacy contact | info@telxer.com |
| Support | info@telxer.com |
| Effective date | 6 October 2026 |
| Last updated | 6 October 2026 |
This policy applies to the MyTeleApp app on Android and iOS. Our website has its own Privacy Policy.
2. Information we collect
We collect only what we need to provide and secure the services you use. Required information is needed to create your account or deliver a service you ask for; optional information you can choose not to give, although some features may then be unavailable.
| Information | Examples | Required? |
|---|---|---|
| Identity and contact details | Name, email address, mobile number | Required |
| Account credentials | Password (stored only in hashed form by our authentication provider), sign-in and session tokens | Required |
| Fiber account details | Account number, service address, plan, connection and installation details | Required for Fiber customers |
| Travel eSIM details | eSIM orders, plans, destination, activation status and eSIM identifiers | Required for eSIM purchases |
| Linked partner accounts | Neno and Rails account identifiers you choose to link | Optional |
| Billing and transactions | Invoices, recharges, transaction references, amount, currency, payment method and status | Required when you pay |
| Support requests | Messages, attachments and call notes when you contact support | Optional |
| Country information | Country you select, SIM country, mobile-network country | Required for regional services |
| Approximate location | Country or city derived from your IP address | Collected automatically |
| Precise location (GPS) | Only when you check Fiber coverage or set an installation location, after you grant permission | Optional |
| Device information | Device model, operating system, app version, device and app-instance identifiers | Collected automatically |
| Push-notification token | A token that lets us send notifications to your device | Collected automatically; you can turn notifications off |
| Diagnostics and usage | Crash logs, performance data, security logs and in-app usage events | Collected automatically |
| Identity verification (KYC) | Photo of an ID document, selfie or other documents, only where the law or a service requires verification | Required only for services that need KYC |
| MysteryBox | Participation, purchases and rewards | Optional |
We do not ask for sensitive information such as health or religious data, and we do not access your contacts, messages or photos except a document or photo you choose to upload.
3. Location and regional experience
MyTeleApp adapts to where you are. To decide which services to show, it may use:
- your current mobile-network country;
- your SIM country;
- an approximate country derived from your IP address;
- the country you select in the app;
- GPS location, only after you grant permission.
We use this to:
- show Tanzania-specific services, such as Fiber, when you are in Tanzania;
- show Travel eSIM and other international services when you are outside Tanzania;
- check Fiber availability and the installation location for your premises;
- detect fraud and secure transactions.
You can deny or withdraw location permission at any time in your device settings. The app still works, but coverage checks and installation features may be limited; you can enter an address manually instead. We do not track your location in the background.
4. How we use information
- Create, maintain and secure your account.
- Authenticate you when you sign in.
- Provide Fiber and Travel eSIM services, including activation, plans and usage.
- Link and manage your Neno and Rails accounts, if you choose to.
- Process payments and recharges.
- Show your plans, usage, invoices and service status.
- Handle support requests.
- Send service, transaction and security notifications.
- Detect and prevent fraud and abuse.
- Fix crashes and improve reliability and the user experience.
- Meet our legal and regulatory obligations.
MyTeleApp does not show third-party advertising and we do not use your information for third-party advertising.
5. Third-party services and processors
We use trusted providers to run MyTeleApp. They receive only the information they need for their task. Each processes it under its own privacy terms and, where they act on our behalf, under our instructions.
| Provider | What they receive | Why |
|---|---|---|
| Firebase Authentication (Google) | Email address, mobile number, hashed password, sign-in tokens | Sign-in with email or mobile number and password |
| Firebase Cloud Messaging (Google) | Push-notification token, notification content | Service, transaction and security notifications |
| Firebase Crashlytics (Google) | Crash logs, device model, OS and app version, app-instance identifier | Find and fix crashes |
| Google Analytics for Firebase (Google) | In-app usage events, device information, approximate location, app-instance identifier | Understand how the app is used and improve it |
| Google Maps Platform | Location or address you search for | Coverage checks and installation location |
| Payment and mobile-money providers, including TeleMoney | Amount, currency, transaction reference, and the details you enter on the payment screen | Process payments and recharges |
| Fiber-service platform | Account, address, plan and service details | Provide and support your Fiber service |
| Travel eSIM provider | eSIM order, plan, destination and activation details | Issue and activate your eSIM |
| Neno and Rails (Telxer businesses) | Linked-account identifiers | Show and manage accounts you link |
| Hosting, email and customer-support providers | Account and support information | Run our systems and answer you |
| Apple and Google platform services | Information the platforms process for app delivery, notifications and purchases | Distribute and operate the app |
6. Payments
MyTeleApp does not store full card numbers, CVV codes or mobile-money PINs. These are entered on, or passed directly to, the payment provider, which processes them under its own security standards.
We keep a record of each payment so we can show your history, issue invoices and resolve disputes:
- transaction reference;
- amount and currency;
- payment method (for example, card or mobile money);
- payment status;
- date and the related service or order.
7. When we share information
We do not sell your personal information. We share it only:
- to provide a service you request;
- with payment and service partners who deliver part of that service;
- with infrastructure, hosting and security providers who help us run the app;
- when the law, a court or a regulator requires it, or to protect our customers, systems and rights;
- as part of a merger, acquisition or transfer of business, in which case the information stays protected under this policy;
- with your consent.
8. How long we keep information
We keep information only as long as we need it for the purposes above, or as long as the law requires.
| Information | How long |
|---|---|
| Customer account | While your account is active, then up to 90 days after closure to complete pending orders and refunds |
| Orders, transactions and invoices | 7 years, to meet tax and accounting law |
| Support tickets | 2 years after the ticket is closed |
| KYC documents | As long as financial and telecommunications regulations require, typically 5 years after the account is closed |
| Precise location (GPS) | Used for the coverage check or installation request and not kept afterwards; an installation address is kept with your Fiber account |
| Diagnostic and security logs | 90 days |
| Analytics data | 14 months |
| Marketing consent records | While your consent is valid, and 2 years after you withdraw it, as proof of your choice |
Deleting your account and data
You can delete your account at any time:
- In the app: Profile → Settings → Delete account;
- By email: write to info@telxer.com from the email address or mobile number registered to your account;
- Online: see https://telxer.com/extel/myteleapp/delete-account.
We delete or anonymise your personal information within 30 days, except records we must keep by law (such as invoices and KYC records), which are deleted when their retention period ends.
9. Your rights
Depending on where you live, including under Tanzania’s Personal Data Protection Act, 2022 and, where it applies, the EU and UK GDPR, you can:
- access the personal information we hold about you;
- correct inaccurate information (most details can be edited in the app);
- delete your account;
- withdraw consent at any time;
- opt out of marketing;
- turn off notifications in the app or device settings;
- control location, camera and other permissions in your device settings;
- ask for a portable copy of your information, where applicable;
- complain to your data-protection authority; in Tanzania, the Personal Data Protection Commission.
To use these rights, email info@telxer.com. We will reply within the time the law requires.
10. Security
We use technical and organisational measures to protect your information, including:
- encryption of data in transit (HTTPS/TLS);
- access restricted to staff and partners who need it;
- secure authentication and session handling;
- monitoring and logging to detect suspicious activity;
- access controls and agreements with our partners;
- an incident-response process to act quickly if something goes wrong.
No system can be completely secure, but we work continuously to protect your information. Keep your password private and tell us straight away if you think your account has been accessed without permission.
11. Age requirement
MyTeleApp is for adults. You must be at least 18 years old to create an account, buy services or take part in MysteryBox. The app is not directed to children, and we do not knowingly collect information from anyone under 18. If we learn that we have, we delete it and close the account.
12. International transfers
Fiber services are provided in Tanzania, while Travel eSIM services and some of our providers operate internationally. Your information may therefore be processed outside your country, including in countries with different data-protection laws.
When we transfer information, we protect it with contractual safeguards (such as data-protection terms with our providers), technical safeguards (such as encryption in transit and access controls) and, where required, approvals or other measures under applicable law.
13. Notifications and marketing
- Service notifications, such as activation, outages and plan expiry, are part of the service.
- Security alerts, such as sign-in and password changes, are sent to protect your account.
- Transaction updates, such as payment receipts and recharge confirmations, are sent for each payment.
- Promotional messages, such as offers and new services, are sent only with your consent.
You can withdraw marketing consent at any time in the app settings, by using the unsubscribe option in a message, or by emailing info@telxer.com. You can turn off push notifications in your device settings; we will still send essential security and transaction messages by other means where needed.
14. Changes to this policy
We may update this policy as MyTeleApp and the law change. The “Last updated” date at the top shows the latest version. If we make material changes, we will tell you in the app or by email before they take effect.
Contact us
Privacy questions and requests: info@telxer.com
App support: info@telxer.com
Post: Telxer LTD, 3rd Floor, IKON Building, Brains Avenue, Masaki, Dar es Salaam, Tanzania