Manage My Identity Assist

How to cancel my identity assist in canada and protect your data rights

What my identity assist is and why you might want to cancel

My Identity Assist is a subscription service that monitors your identity and credit online, then offers restoration support if fraud occurs. You can access it through your bank (like Coast Capital Savings), your employer benefits, or directly from the vendor SLG Value Add Services. The service typically costs around C$20 per month, though pricing varies depending on how you enrolled.

Cancellation reasons are personal: you may no longer need the coverage, want to switch providers, or simply prefer to manage identity protection independently. Whatever your reason, you have clear rights as a Canadian consumer, and Stopee is here to walk you through the process step by step.

Why you might cancel

You may cancel if you've found a cheaper alternative, no longer trust the service quality, experienced a billing error, or simply realized you don't use the monitoring features. Unemployment, moving providers, or family changes might also trigger the need to cut costs. All of these reasons are valid-cancellation is your right, and you deserve a process that is transparent and fast.

Who offers this service in canada

My Identity Assist reaches Canadian consumers primarily through three pathways: as a standalone benefit via Coast Capital Savings, through employer group benefits administered by SLG Value Add Services, and occasionally as a direct subscription through partner channels. Each pathway has slightly different cancellation procedures, which we cover in detail below.

Your consumer protection rights under canadian law

Before you cancel, understand the legal protections that back your decision. Canada's federal and provincial laws give you specific rights when cancelling distance-sold services and subscriptions.

Consumer protection act cooling-off periods

Most Canadian provinces have a cooling-off period (also called a "rescission period") that lets you cancel contracts for distance-sold services-including online subscriptions-within 14 days of purchase, no questions asked. Some provinces offer 30 days. If you enrolled in My Identity Assist online or via phone, you may still be within this window. Check your province's legislation: Ontario's Consumer Protection Act, British Columbia's Competition Act, and Alberta's Fair Trading Act all contain these provisions. Stopee recommends you verify your specific province's rules on your provincial government website.

Privacy and data protection rights

Under PIPEDA (Personal Information Protection and Electronic Documents Act) and equivalent provincial laws, you have the right to know what personal data the company holds about you, request corrections, and understand how it is used and stored. When you cancel, request written confirmation that your data will be handled according to their privacy policy. You also have the right to file a complaint with the Privacy Commissioner of Canada if you believe your data rights have been violated.

Unauthorized charges and billing errors

If you were charged without authorization, or if a free trial was not honored, you have the right to dispute the charge with your bank or credit card issuer under the Payment Card Industry chargeback rules. Document everything: screenshots, emails, confirmation numbers. If the company refuses to refund you after cancellation, escalate to your bank's dispute department-they can often reverse unauthorized charges within 120 days.

Cancellation methods and which one suits you

How you enrolled determines which cancellation method will work fastest. Stopee recommends starting with the easiest option first, then escalating only if needed.

Online account cancellation

If you enrolled directly or through a digital portal, log in to your account and look for "Subscription," "Billing," or "Settings." Many providers now offer one-click cancellation in the account management section. This is the fastest method and leaves a digital paper trail. Take a screenshot of the confirmation page immediately-this proof is essential if there is any dispute later.

Phone or secure message cancellation

If online cancellation is not available, contact the company by phone or secure message through your bank's online banking platform. Have your account number, the last four digits of your payment method, and your full name ready. Ask the representative to confirm: the cancellation date, whether auto-renewal will stop, and whether you are eligible for any refund. Request a confirmation number and note the agent's name and call time. Follow up with an email summarizing the conversation and ask them to reply with written confirmation.

Registered mail cancellation (the legal gold standard)

For maximum protection, especially if online or phone methods fail, send a registered mail letter (raccomandata A/R) directly to the provider and to your bank if you enrolled through them. This creates a legally binding paper trail that proves you requested cancellation on a specific date. Stopee strongly recommends this step if the company has been unresponsive or if you suspect they may ignore your cancellation request.

Step-by-step cancellation process for my identity assist

Follow these steps in order. Most cancellations will succeed at step 1 or 2; use step 3 only if the provider resists.

Step 1: identify where you enrolled

1. Check your email for the original signup confirmation-it will name the vendor (SLG Value Add Services, Coast Capital, etc.)
2. Log in to your bank account or benefits portal and look for the charge under "Subscriptions" or "Charges"
3. Review your bank or credit card statement for the company name and billing contact
4. Keep this information visible on your screen-you will need it for the next steps

Step 2: attempt online cancellation

1. Go to the service portal or account login page
   • If enrolled via Coast Capital, log in to your Coast account and navigate to "Subscriptions"
   • If enrolled via your employer, access your benefits portal and find the My Identity Assist or ID Assist section
   • If enrolled directly, visit the vendor website and log in to your account
2. Look for "Cancel Subscription," "Manage Plan," or "Billing Settings"
3. Click the cancellation option and confirm the date you want the cancellation to take effect
4. Take a full-page screenshot of the confirmation screen and save it to your computer with today's date in the filename
5. If no cancellation option appears, move to Step 3

Step 3: contact customer support by phone or secure message

1. Call the customer service number on your billing statement or the company website during business hours
2. Have ready: your account number, full name, date of birth (if asked), last four digits of the payment method, and the date you want cancellation to begin
3. Say clearly: "I want to cancel my My Identity Assist subscription effective [specific date]"
4. Ask the representative to confirm: the effective cancellation date, whether auto-renewal will stop, your eligibility for any refund, and the expected timeline for access removal
5. Request a confirmation number and note the representative's name, the call date, and the time
   • Pro tip: If available, ask if the company can send a written confirmation email-this is far stronger proof than a verbal confirmation
6. Send a follow-up email that day summarizing the call and asking them to reply with written confirmation
7. If they do not reply within 3 business days or refuse to cancel, move to Step 4

Step 4: send a registered mail cancellation notice

1. Compose a letter in plain language that includes:
   • Your full legal name and current address
   • Your account number or customer ID
   • Last four digits of the payment card or bank account used
   • Your date of birth (for verification)
   • The date you want the cancellation to be effective (typically "immediately" or a specific date)
   • A clear statement: "I hereby request cancellation of my My Identity Assist subscription effective [date]. I request written confirmation of this cancellation and confirmation that no further charges will occur."
   • If you enrolled in a free trial, include trial start and end dates and state: "I was enrolled in a free trial period and should not be charged any amount."
2. Print and sign the letter
3. Send it via Canada Post registered mail (with return receipt/raccomandata A/R) to the billing address listed on your statement or the company's address on their website
4. If you enrolled via your bank or employer benefit, send an identical letter to both the provider and your bank's customer service address-this ensures the chain of custody is clear
5. Keep the registered mail receipt and the return receipt when it arrives
6. Monitor your bank account for any charges after the cancellation effective date

Pricing and plan details for my identity assist

Understanding the cost structure helps you confirm you are cancelling the right plan and may help you negotiate a prorated refund. Here is the current pricing landscape for My Identity Assist in Canada:

What happens after you cancel

Cancellation is not instant, and understanding the timeline helps you avoid confusion and unexpected charges. Here is what you can expect after you request cancellation:

Access removal and service end date

Most providers end your access to the monitoring dashboard and restoration services at the end of the current billing cycle unless you requested an immediate cancellation. For example, if you cancel on the 15th of a month and you are billed monthly, your service likely continues until the end of that month. Stopee recommends you request cancellation effective "immediately" in your written notice to avoid ambiguity.

Auto-renewal stoppage

After cancellation is processed, the automatic renewal should stop. However, check your bank statement 5-7 days after your cancellation effective date to confirm no charge appears. If a charge posts after the cancellation date, contact your bank immediately to dispute it.

Data retention and privacy

The company may retain your personal data (name, address, identity history, credit monitoring records) for legal, regulatory, or business reasons for a period defined in their privacy policy-typically 6-12 months. You have the right to request deletion of your personal data under PIPEDA; send this request in writing and keep a copy. The company has 30 days to respond, though they may retain data if legally required.

Account closure confirmation

Request written confirmation that your account is closed and no further charges will be made. If the company does not provide this within 10 business days, escalate to your provincial consumer protection authority (listed below).

Refunds and getting your money back

Refund eligibility depends on when you cancel, the vendor's policy, and whether you are within a protected period. Here is how to assess your refund chances:

Free trial refunds

If you enrolled in a free trial and were charged before the trial ended, you are entitled to a refund of that unauthorized charge. Contact the provider immediately and state: "I was enrolled in a free trial and was charged before the trial period ended. I request an immediate refund of [amount] for the unauthorized charge." If they refuse, dispute the charge with your bank-most banks will reverse it automatically.

Cooling-off period refunds

If you cancel within your province's cooling-off period (typically 14 days from enrollment), you are entitled to a full refund of any charges. Provide proof of enrollment (the confirmation email) and the cancellation date. If the company disputes this, file a complaint with your provincial consumer protection authority-Stopee has guided many consumers through this process, and the law is firmly in your favor.

Prorated refunds for mid-cycle cancellations

If you cancel mid-billing cycle after the cooling-off period, most companies will not refund unused days. However, request a refund in writing anyway-some vendors will grant a prorated refund as a courtesy, especially if you cite the consumer protection laws in your request. Include language like: "I am requesting a prorated refund for unused service days from [date] to [end of billing cycle], calculated as [amount]."

Disputing unauthorized charges

If you never authorized the charge or did not use the service, file a chargeback dispute with your bank or credit card issuer. You have 120 days from the charge date. Provide evidence: the original email confirmation, cancellation requests, screenshots of login attempts, or proof that someone else enrolled without your permission. Banks typically side with consumers on identity disputes.

Common cancellation mistakes and how to avoid them

Cancelling a subscription is straightforward, but one misstep can leave you stuck with ongoing charges. Here are the pitfalls Stopee sees most often:

Mistake 1: assuming silence means cancellation

Many people call customer service, hang up without a confirmation number, and assume the job is done. Weeks later, another charge posts. Always require written confirmation-an email, a screenshot, a reference number. Verbal-only cancellations are almost impossible to prove later.

Mistake 2: cancelling the wrong payment method instead of the subscription

If you cancel your credit card to stop the charge, the company may flag your account as delinquent or send it to collections. You must cancel the subscription itself, not the payment method. Use the steps above and confirm the subscription is cancelled, not just the card.

Mistake 3: missing the cooling-off period deadline

In most provinces, you have only 14 days to cancel and claim a full refund. If you wait 30 days, you lose this right. Check the exact date you enrolled and count 14 days forward. If you are close, submit your cancellation immediately-even via email with a timestamp counts as timely notice.

Mistake 4: not keeping proof of registered mail delivery

If you send a cancellation letter by registered mail but do not request a return receipt, you have no proof the company actually received it. Always use Canada Post's "tracking and confirmation of delivery" service and keep the receipt.

Mistake 5: failing to follow up on a disputed charge

If a charge posts after your cancellation date, contact your bank within 5 days, not 30. The sooner you dispute, the stronger your case and the faster the bank acts. Stopee recommends you monitor your statement weekly for the first month after cancellation.

Checklist before you cancel

Use this checklist to ensure you have everything in place and your cancellation will succeed on the first attempt:

• [ ] You have located your original signup confirmation email and identified the vendor name
• [ ] You have confirmed your province's cooling-off period rules on the provincial government website
• [ ] You have logged into your account and confirmed your current account number or customer ID
• [ ] You have confirmed the date of your last charge and calculated whether you are within the cooling-off period
• [ ] You have attempted online cancellation and taken a screenshot of the result (success or "feature not available")
• [ ] You have called customer service and obtained a confirmation number and representative name
• [ ] You have sent a follow-up email summarizing the phone call and requested written confirmation
• [ ] You have drafted a registered mail letter with all required information and a clear cancellation statement
• [ ] You have addressed the registered mail letter to both the vendor and your bank (if applicable)
• [ ] You have sent the registered mail and kept the receipt and return receipt
• [ ] You have set a phone reminder to check your bank statement 7 days after the cancellation effective date
• [ ] You have saved all emails, screenshots, confirmation numbers, and registered mail receipts in a folder labeled "My Identity Assist Cancellation"

Consumer protection contacts and escalation paths

If the company refuses to cancel, ignores your requests, or continues charging you after cancellation, escalate through these official channels. Stopee recommends exhausting company channels first, then moving to government authorities:

Step 1: company escalation

Ask customer service to escalate your complaint to a supervisor or the cancellation department. Send an email to the general inquiries address titled "URGENT: Cancellation Request Escalation" and include all previous correspondence, confirmation numbers, and dates. Give them 5 business days to respond.

Step 2: your bank or credit issuer

Contact your bank's customer service department and report the unauthorized or disputed charge. Provide your cancellation requests as proof you tried in good faith to stop the subscription. Your bank can often reverse charges unilaterally and investigate the vendor.

Step 3: provincial consumer protection authority

File a complaint with your province's consumer protection office:

• Ontario: Ontario's ServiceLine for Consumer Protection (1-800-889-9768) or ServiceOntario
• British Columbia: Consumer Protection BC (1-888-564-9963)
• Alberta: Fair Trading Act compliance (contact Service Alberta)
• Quebec: Office de la protection du consommateur (OPC)
• Other provinces: Search "[your province] consumer protection" for the relevant authority

Step 4: privacy commissioner of canada

If the company refuses to honor your data deletion requests or mishandles your personal information, file a complaint with the Office of the Privacy Commissioner of Canada at priv.gc.ca. Include copies of your cancellation requests and any privacy-related issues.

Why stopee can help you stay protected

Cancelling a subscription should be simple, but companies often make it needlessly complicated. That is where Stopee comes in. Stopee has helped thousands of Canadian consumers navigate cancellations, understand their rights, and recover unauthorized charges. Whether you are uncertain about your cooling-off period rights, worried about a charge that will not stop, or simply want a guided walkthrough of the cancellation process, Stopee connects you with consumer experts who know every trap and every legal lever at your disposal.

Visit Stopee.com today to track your cancellation, access free templates for cancellation letters, and get instant alerts if charges continue after you cancel. Stopee is built by consumers, for consumers-because you deserve transparency, speed, and peace of mind when you decide to cancel.

Your choice to cancel My Identity Assist is valid, your rights are protected by Canadian law, and Stopee is here to make sure the process is as smooth as possible.