Manage Healthy Back Institute

How to cancel Healthy Back Institute and stop recurring charges

What you need to know about Healthy Back Institute

Healthy Back Institute was a US-based wellness company that sold back pain relief programs, educational videos, and digital memberships focused on spinal health. Understanding what you signed up for and when the company stopped operating will help you cancel effectively and recover any charges you shouldn't have paid.

Company status and closure date

Healthy Back Institute ceased operations on 20 September 2023. The company's main website and member services shut down on that date, yet many Malaysian users continue to see recurring charges from the merchant months or even years later. This gap between closure and billing is frustrating, and it's exactly why you need a clear cancellation strategy.

The company was operated by SW Management Group, LLC, based in Austin, Texas. For Malaysian customers, this means you're dealing with a foreign merchant with no local support line, no Bahasa Malaysia helpline, and no office in Malaysia. That distance can make cancellation feel harder than it should be, but you have more power than you think.

What Healthy Back Institute charged for

The company offered recurring membership access to back pain support content, including instructional videos, wellness guides, and members-only material. Billing typically happened through a membership portal at myaccount.losethebackpain.com. Some users also purchased through Apple App Store or Google Play Store, which routes the charge through your app store account instead of directly to the merchant.

Historical pricing showed four tiers: a 1-week trial at approximately RM47, a monthly plan at around RM85, a 6-month bundle at roughly RM378, and an annual plan listed at about RM236. If you signed up years ago and still see charges, your original plan price may differ significantly from what you remember.

Your consumer rights under malaysian law

Malaysian consumer protection law gives you clear rights when cancelling digital services and subscriptions, even when the merchant is overseas. Knowing these rights empowers you to push back if the company resists your cancellation or refund request.

The consumer protection act 1999 and your entitlements

Malaysia's Consumer Protection Act 1999 protects you against unfair contract terms, misleading advertising, and defective services. When a company ceases operations but continues billing, that breaches the principle of fair dealing. You have the right to cancel any subscription, and you may qualify for a refund if the service no longer exists or was misrepresented.

Additionally, the Act requires merchants to make cancellation as easy as signing up. If Healthy Back Institute's website is closed and you cannot access a cancellation link, the company has failed this test. You can escalate to the Ministry of Domestic Trade and Consumer Affairs (MDTCA) if the merchant refuses to acknowledge your cancellation request.

Escalation pathways if Healthy Back won't respond

If you've tried cancelling and the company ignores you, file a complaint with the MDTCA. Document every attempt: screenshots of the closed website, copies of emails you've sent, and proof of charges on your statement. The MDTCA can issue directives to foreign merchants to refund Malaysian consumers.

Stopee recommends gathering this evidence from day one, because it shifts the burden back to the merchant to prove the charge was legitimate. If Healthy Back Institute claims you authorized a subscription that no longer exists, your evidence proves the company stopped providing the service.

How to cancel Healthy Back Institute across different platforms

Your cancellation path depends on where the charge appears on your statement and how you originally subscribed. Each method requires different steps, but all follow the same principle: cut off the merchant's access to your payment method.

Cancel through the member account portal

If you still have login access, this is your fastest route. The member portal is at myaccount.losethebackpain.com, though you should be aware this portal may no longer work since the company closed in 2026.

1. Open a web browser and go to myaccount.losethebackpain.com
2. Enter your email address and password to sign in
   • If you've forgotten your password, use the "Forgot password" link
   • If the site shows an error or won't load, skip to the payment method cancellation step below
3. Look for a menu labeled "Account," "Membership," "Billing," or "Manage Subscription"
4. Click on the subscription section and select "Cancel subscription" or "End membership"
5. Read any retention offers carefully; you are not obligated to accept them
6. Confirm the cancellation and take a screenshot showing the confirmation message
7. Check your email for a confirmation message from the company within 24 hours

Warning: Even if the portal page loads, the backend may no longer process cancellations. If you don't receive a confirmation email within a day, assume the cancellation didn't work and proceed to cancel via your payment method instead.

Cancel through apple app store

If you subscribed to the Healthy Back Institute app through your iPhone or iPad, the charge appears as an Apple Media Services purchase. You must cancel through Apple, not the merchant.

1. Open the Settings app on your iPhone or iPad
2. Tap your name at the top of the screen
3. Tap "Subscriptions"
4. Find and tap the Healthy Back Institute app or "Lose the Back Pain" app
5. Tap "Cancel Subscription"
6. Choose your reason (optional) and confirm
7. You'll see a message confirming the cancellation date; take a screenshot

Pro tip: Apple refunds the current subscription period if you cancel within 14 days of the charge date. If you're outside that window, you lose the current period, but cancellation stops all future charges immediately.

Cancel through google play store

Android users who purchased the Healthy Back Institute app see charges through Google Play, not the merchant directly. Cancel here to stop future billing.

1. Open the Google Play Store app on your Android phone
2. Tap your profile picture in the top right
3. Tap "Manage subscriptions"
4. Find the Healthy Back Institute or "Lose the Back Pain" subscription
5. Tap "Cancel subscription"
6. Select your reason and tap "Cancel subscription" again
7. Save a screenshot of the cancellation confirmation

Google's refund policy is stricter than Apple's. You'll receive a refund only if you cancel within 48 hours of purchase. After that, the charge is non-refundable, but your subscription ends immediately.

Cancel directly with your bank or card issuer

If the portal is down and you didn't subscribe through an app store, you can stop the merchant from charging your card by contacting your bank. This is your nuclear option and it works.

1. Log into your bank's app or online portal and find your recent transactions
2. Locate the Healthy Back Institute, "Lose the Back Pain," or "LoseTheBackPain.com" charge
3. Note the exact merchant name and the date of the last charge
4. Call your bank's customer service number (usually on the back of your card) or use the in-app chat
5. Tell them you want to block all future transactions from this merchant
   • Say: "I want to cancel my subscription with Healthy Back Institute and prevent any further charges"
   • Provide the merchant name and last charge date
6. Ask the bank to flag the merchant as "subscription cancelled" in their system
7. Request a written confirmation email and save it

Pro tip: Malaysian banks process cancellation requests within 1-2 business days. If you see another charge after you've asked your bank to block it, report this immediately as unauthorized billing. Stopee has seen cases where US merchants continue charging Malaysian customers even after the bank has blocked them, so persistence matters here.

What to expect after you cancel

Cancellation is not instant, and confirmation comes in stages. Understanding this timeline helps you avoid the panic of seeing another charge and assuming the cancellation didn't work.

Immediate cancellation milestones

Once you cancel, the merchant loses the right to charge you again. However, several days may pass before that change fully takes effect across all payment systems. Your experience will depend on which cancellation method you used.

If you cancelled through the member portal, you should receive an email confirmation within 24 hours. If you cancelled through Apple, Google, or your bank, the confirmation is instant on-screen. Take screenshots of all confirmations and save any emails you receive.

Your next billing date (if visible on your account) will either disappear or show as "Cancelled." If you log back into the portal and see your subscription is still listed as active, the cancellation did not work. Stopee recommends trying a second cancellation method immediately if this happens.

Checking for lingering charges

Watch your bank statement or card app for the next 30 days. Healthy Back Institute should not attempt to charge you again. If you see a charge after cancellation, this is either a delayed billing cycle from before you cancelled (which can happen with some payment processors) or evidence that your cancellation didn't register.

If a charge appears after you've cancelled, take a screenshot immediately. Do not ignore it. This is the moment to escalate to your bank as fraudulent billing or contact the MDTCA if the merchant refuses to respond.

Refunds and what you can recover

Cancellation stops future charges, but refunds for past payments depend on when you cancelled, why, and which payment method you used. Be realistic about your chances, but explore every option.

Refund eligibility by situation

You may qualify for a partial or full refund if any of these apply: the service no longer existed when you were charged (Healthy Back closed in 2026, yet charges may have continued); you cancelled within the trial or money-back period; you can prove the company's cancellation page was broken or inaccessible; or the charge was fraudulent or unauthorized.

You are less likely to receive a refund if you subscribed years ago and only now decided to cancel, even if the company is no longer operating. The longer you wait after discovering unwanted charges, the weaker your refund argument becomes.

How to request a refund

Start with the merchant. Send a formal email to any contact address you can find (try the Austin headquarters address listed below). Explain what service you purchased, when you cancelled, and why you believe a refund is justified. Ask for a specific refund amount and set a deadline (typically 14 days for a response).

If the merchant ignores you or refuses, escalate to your bank. Most banks in Malaysia will dispute a charge if you can show the merchant is no longer operating, the service no longer exists, or the cancellation was supposed to be automatic. This is called a chargeback, and it often succeeds for subscriptions to defunct services.

As a last step, file a complaint with the MDTCA. Include your email correspondence, bank statements, and evidence of the company's closure. The MDTCA can compel foreign merchants to refund Malaysian consumers in cases of unfair or deceptive billing.

Common mistakes to avoid when cancelling

Cancellation seems simple, but many people make errors that drag out the process or result in surprise charges weeks later. Your frustration is completely valid if the company makes cancellation harder than it should be, and that's precisely why you need to avoid these traps.

Mistake 1: cancelling without proof

You press "Cancel subscription" and assume you're done. Two weeks later, you see another charge. Now you're arguing with the bank or the merchant about whether you actually cancelled. Screenshots are your proof. Take them at every step: before cancellation (showing your current plan), during cancellation (showing the confirmation message), and after (showing the cancellation confirmation email). Store these in a folder on your phone or email them to yourself immediately.

Mistake 2: confusing the merchant name with the charge name

Your statement might show "LoseTheBackPain," "Healthy Back," "SW Management Group," or "Lose the Back Pain Inc." as the merchant. These are all the same company. When you contact your bank, use the exact name that appears on your statement, not the brand name you remember. This speeds up the bank's search and prevents delays.

Mistake 3: only cancelling the app without cancelling the membership

You deleted the app from your phone, but the subscription is still active. The merchant continues charging your card every month. Deleting the app does not cancel your subscription. You must explicitly cancel the membership, then delete the app. Stopee has seen hundreds of customers caught by this mistake.

Mistake 4: assuming the portal is still working

Healthy Back Institute's website closed in 2026, yet its member portal may still load. This can trick you into thinking your cancellation worked when the backend no longer processes anything. If you don't receive a confirmation email within 24 hours, the cancellation didn't register. Move immediately to cancelling via your bank or app store.

Mistake 5: waiting too long to escalate

You try cancelling, see an unclear result, and wait two weeks to figure it out. Another charge arrives. Now your argument with the bank is harder because you didn't escalate immediately. As soon as you see a charge you don't want, act within 24 hours. Don't wait for clarity; clarity comes from escalation, not silence.

Pricing summary and billing comparison

Understanding what you were paying for helps you determine whether your cancellation claim is valid and what refund you might deserve. Historical pricing shows significant variation depending on the plan you chose.

Important: Note that the 6-month plan cost more than the annual plan. This unusual pricing structure means some customers may have been overcharged or signed up for the wrong tier. Check your statements against the plan you thought you chose.

When you should keep your subscription (and when to cancel)

Not every subscription deserves cancellation. Before you cancel, ask yourself whether you still get value. If you do, keeping it might be worth the cost. However, given that Healthy Back Institute ceased operations in 2026, the decision becomes much simpler.

Reasons to keep the subscription

You should keep your subscription only if you actively use the content and derive health benefit from it. For back pain management, guided exercise programs do work when you follow them consistently. If you still access the member portal regularly and use the videos or plans, and the charge doesn't strain your budget, renewal makes sense.

However, since the company closed in 2026 and shut down its website, access is likely limited or gone. You cannot keep a subscription to a service that no longer operates.

Reasons to cancel immediately

You should cancel if any of these apply: you haven't logged in for months (shows you're not using it); you forgot you had the subscription (a red flag); the service is no longer accessible or the website is closed; you've found better alternatives; or you're on a tight budget and this charge is not essential. Given Healthy Back Institute's closure, cancellation is the correct action for almost everyone.

Stopee strongly recommends cancelling any subscription from a defunct company. Even if the portal still loads, you cannot trust that customer support will respond or that your data is secure. Cancel now and redirect that money to a service still in operation.

Better alternatives for back pain support

If you relied on Healthy Back Institute's content and want to replace it with an active service, two verified alternatives stand out in current wellness research.

Hinge Health offers guided musculoskeletal care through video exercises, progress tracking, and real therapist support. It's designed specifically for people managing back pain, joint pain, and chronic conditions. Pricing is usually covered by health insurance or corporate wellness plans in Malaysia, making it cost-effective.

Sword Health provides AI-powered physical therapy and personalized exercise plans. It includes one-on-one sessions with licensed therapists and real-time movement feedback. Both services are active, have current support teams, and operate in Malaysia or accept Malaysian users.

Before switching to any new service, check whether your employer's health plan covers it. Many Malaysian companies include digital wellness benefits in their healthcare packages, which would save you money.

Checklist before and after cancellation

Use this checklist to ensure you've covered every step and created a paper trail that protects you if disputes arise later.

Summary and next steps

Healthy Back Institute ceased operations on 20 September 2023, yet its billing infrastructure may continue charging Malaysian customers months or years later. You have every right to cancel this subscription immediately, and Malaysian consumer law supports your position. Whether the company is active or defunct, you control your payment method, and you can cut off the merchant's access to it.

Start with the member portal at myaccount.losethebackpain.com if you still have login access. If that doesn't work, cancel through Apple or Google if you subscribed via an app. If neither option is available, contact your bank and request a block on all future charges from this merchant. Document every step with screenshots, and escalate to the MDTCA if the merchant refuses to stop billing you.

Stopee has helped thousands of consumers cancel defunct subscriptions and recover wrongful charges. Your situation is not unique, and the process is straightforward once you know which buttons to press. Stopee empowers you to act confidently, even when the merchant is overseas and feels impossible to reach. Take control of your payment method today, and you stop the bleeding immediately.

Contact details for escalation

If Healthy Back Institute or its parent company does not respond to your cancellation request within 14 days, escalate using these official channels.

Merchant headquarters (for formal cancellation requests)

Send a registered letter or formal email to:

SW Management Group, LLC dba Healthy Back Institute
2407 South Congress Avenue
Suite E #100
Austin, TX 78704
United States

Include your account email, the date you signed up, the date of your last charge, and a clear request to cancel your subscription and refund any charges made after 20 September 2023 (the date of operational closure). Request written confirmation within 14 days.

Malaysian consumer escalation (Ministry of domestic trade and consumer affairs)

If the merchant does not respond, file a complaint with:

Ministry of Domestic Trade and Consumer Affairs (MDTCA)
Level 2, Block A, Kompleks Kerajaan Jalan Duta
50572 Kuala Lumpur
Malaysia
Telephone: 1-300-888-999 (toll-free)
Email: [email protected] or use the online portal at aduankonsumen.kpdnkk.gov.my

Provide screenshots of all attempts to cancel, proof of charges on your statement, the merchant's lack of response, and evidence that the company ceased operations. The MDTCA will investigate and can compel the merchant to refund Malaysian consumers in cases of unfair billing.

Pro tip: The MDTCA response typically takes 30-60 days, but filing creates an official record. This record strengthens your position with your bank and demonstrates good faith effort if you later pursue a chargeback.

Stopee remains your trusted resource for cancellation guidance, consumer protection, and escalation support. When you understand your rights and follow a clear process, even defunct companies cannot keep charging you. Take action now, stay organized, and you will succeed.