Manage Lose It

How to cancel Lose It and stop recurring charges in malaysia

What Lose It is and why malaysians are cancelling

Lose It is a calorie tracking and weight management app that operates on a freemium model, meaning you can use basic features for free while premium features require a paid subscription. The service is based in Boston, Massachusetts, United States, and has no physical office or dedicated support line in Malaysia. Most users access Lose It through a mobile app on their phone, then choose to upgrade to Premium when they want advanced tracking features.

The frustration starts here: if you signed up for Premium and now want to cancel, the process feels unclear because Lose It does not clearly advertise how to stop recurring charges in Malaysia. Many users discover they have been charged again after thinking they cancelled successfully. At Stopee, we have helped thousands of consumers navigate exactly this situation, and we want you to know you are not alone.

How the Lose It subscription model works

Lose It operates on automatic renewal. Once you subscribe to Premium, the app charges your payment method every month or every year on the same date until you manually cancel. The free version never renews, but the Premium version continues charging unless you stop it before your next billing date.

The pricing structure for Malaysian users typically shows monthly Premium at approximately RM47 and annual Premium at approximately RM189, depending on current promotions. The actual charges appear on your credit card, debit card, or digital wallet statement with Lose It as the merchant. If you subscribed through the Apple App Store or Google Play Store instead of directly through Lose It, the renewal charges come from those platforms instead, and you must cancel from within those platforms to stop billing.

Where the cancellation confusion happens

Lose It does not offer a Malaysia-specific support phone number or live chat in your local language. The main support channel is the Lose It Help Centre at loseit.zendesk.com, which operates on email and automated help articles. This delays and frustration because if you cancel in the wrong place, the app continues charging you, and getting a response from support takes days or weeks.

The real problem: the cancellation route depends entirely on where you paid. If you subscribed via the Apple App Store, you must cancel through Apple. If you subscribed via Google Play, you must cancel through Google Play. If you subscribed directly on the Lose It website, you cancel through your Lose It account. Deleting the app does not stop any of these automatic charges. This is exactly the kind of dark pattern that Stopee works to expose and help consumers overcome.

Your rights as a malaysian consumer under the consumer protection act 1999

Malaysia's Consumer Protection Act 1999 protects you when dealing with subscription services, even if the company is based overseas. You have the right to cancel a subscription at any time before your next billing cycle, and the company must process that cancellation without additional charges or hidden fees.

If Lose It continues charging you after you cancel, you have grounds to dispute the charge with your bank or payment provider. You can also lodge a complaint with the Federation of Malaysian Consumer Associations (FMCA) or the Malaysian Consumers Association (MCA) if Lose It refuses to refund unauthorised charges. At Stopee, we recommend keeping all evidence of your cancellation attempt and any continued charges, because this documentation strengthens your case if you need to escalate a dispute.

The Act also requires that subscription terms be transparent and that cancellation be as easy as sign-up. If Lose It made it simple to subscribe but difficult to cancel, this violates consumer protection principles in Malaysia. Document this unfairness if it happens to you.

How to cancel Lose It: step-by-step for each platform

Cancel if you subscribed directly through Lose It

If you signed up directly on the Lose It website or app (not through Apple or Google), follow these steps to cancel your subscription:

1. Open the Lose It app or visit the Lose It website on your computer
   • Sign in with the email and password you use for your account
2. Navigate to your account settings or profile menu
   • Look for a gear icon, three-line menu, or "Account" button
3. Find the subscription or billing section
   • This may be labelled "Subscription", "Premium", "Billing", or "Manage Subscription"
4. Locate and tap the option to cancel or turn off auto-renew
   • The button usually says "Cancel Subscription", "Stop Auto-Renew", or "Downgrade to Free"
5. Confirm your cancellation in the popup window
   • Lose It may ask why you are cancelling. You can skip this or provide feedback
   • Review the cancellation date shown on screen and take a screenshot
6. Check your email for a cancellation confirmation message
   • Save this email as proof that you cancelled
   • Warning: if you do not receive a confirmation email within a few hours, your cancellation may not have gone through. Try again or contact support with your screenshot

Pro tip: before you start, check your account for the exact next billing date. Screenshot this date. If you cancel before this date, you should not be charged again. If you cancel after this date has passed, you may be liable for the next cycle.

Cancel if you subscribed through apple app store

If you signed up for Lose It Premium through an iPhone or iPad using your Apple ID, you must cancel through Apple settings, not through the Lose It app:

1. Open the Settings app on your iPhone or iPad
   • Do not open the Lose It app
2. Tap your name or Apple ID at the top of the settings screen
3. Select "Subscriptions"
   • This shows all active recurring subscriptions tied to your Apple ID
4. Find and tap "Lose It" in the subscription list
5. Tap "Cancel Subscription" or "Remove"
   • Apple will show you the cancellation date and when billing stops
6. Confirm the cancellation by tapping again
   • You will see a message saying "Subscription Cancelled" or a date showing when your access ends
7. Take a screenshot of the confirmation screen
   • This is your proof of cancellation

Warning: if you cancel through the Lose It app instead of Apple Settings, your subscription will continue to renew. Apple controls all App Store subscriptions, not Lose It. At Stopee, we have seen countless users make this exact mistake and get charged months later because they cancelled in the wrong place.

Cancel if you subscribed through google play store

If you signed up for Lose It Premium through an Android phone using Google Play, you must cancel through Google Play, not through the Lose It app:

1. Open the Google Play Store app on your Android phone
   • Do not open the Lose It app
2. Tap the profile icon in the top-right corner
3. Select "Payments and subscriptions"
4. Tap "Subscriptions"
   • This displays all active subscriptions on your Google Account
5. Find and tap "Lose It" in the subscription list
6. Tap "Cancel subscription"
   • Google Play will explain the cancellation date and when billing ends
7. Follow the prompts to confirm the cancellation
   • You may be asked why you are cancelling. You can provide feedback or skip this step
8. Take a screenshot showing the cancellation is complete
   • The screen should show that your subscription is no longer active

Pro tip: after cancelling through Google Play, log into your Lose It account to verify that your subscription status has changed to "Free" or "Cancelled". Google Play and Lose It communicate with each other, but sometimes there is a delay. If you see "Premium" still showing in Lose It after 24 hours, contact Lose It support with your Google Play cancellation screenshot.

Timeline: when your access ends after you cancel

What happens immediately after cancellation

Once you cancel, your Premium access does not stop right away. You retain Premium features until the end of your current billing period. For example, if your next renewal date is 15 August and you cancel on 1 August, you keep Premium access until 14 August at midnight. On 15 August, your account automatically downgrades to Free, and you lose access to Premium tools.

This is not a refund. You have already paid for that period, and cancelling just prevents the next charge. If you cancel mid-month and want a refund for unused days, you must contact Lose It support directly, and this is a separate request from cancellation itself.

Confirming no future charges

After cancellation, wait 3 to 5 business days and check your bank account or credit card statement to make sure Lose It has not charged you again. If you see a charge after your cancellation date, this is an unauthorised transaction, and you can dispute it with your bank. At Stopee, we recommend setting a reminder on your phone for the original renewal date, then checking your statement that day to confirm no charge appears.

Refunds: can you get your money back

Refunds for cancellation

Cancelling Lose It does not automatically entitle you to a refund for the current billing period. You have already received access to Premium features for that month or year, and Lose It considers the subscription delivered. However, if you cancel within a certain window from your purchase date, Lose It may honour a refund request.

The refund policy depends on how you paid. If you subscribed through Apple App Store, you can request a refund directly from Apple within 14 days of purchase. If you subscribed through Google Play, Google typically allows refunds within 48 hours of purchase. If you subscribed directly through Lose It, their refund policy is less clear, and you must contact support directly.

Disputing charges if you were charged after cancelling

If you cancelled properly but Lose It charged you again, you have the right to dispute this charge with your bank or payment provider. Contact your bank immediately and tell them the charge is unauthorised because you cancelled the subscription before the billing date. Your bank can reverse the charge and investigate the merchant.

At the same time, contact Lose It support with your cancellation screenshot and ask for a refund. Provide the transaction ID from your bank statement. This creates a paper trail that helps if you need to escalate the dispute to the Malaysian Consumers Association or file a complaint with your bank's ombudsman.

Pro tip: the Consumer Protection Act 1999 gives you the right to dispute and recover unauthorised subscription charges. Keep all evidence: screenshots of your cancellation, bank statements showing the charge, and copies of all emails to support. If Lose It ignores your refund request, you can lodge a formal complaint with the Federation of Malaysian Consumer Associations.

What happens to your account and data after you cancel

Your account remains active

Cancelling your subscription does not delete your Lose It account. You can still sign in and access the free version of the app. Your food logs, weight history, and progress data remain on the app. You just lose access to Premium features like advanced nutrient tracking, unlimited goals, and ad-free browsing.

Exporting your data before cancelling

Before you cancel, consider whether you want to keep a personal copy of your food logs, weight records, or other data. Lose It does not make it easy to export this information, so take screenshots or manually copy any data you value. If you later want to switch to another fitness app, having your own records makes the transition simpler.

Reactivating premium later

If you cancel and later decide you want Premium again, you can resubscribe at any time through the same platform you used originally. Your account history and data remain intact, so you will see all your previous logs when you upgrade. This reactivation goes through the same billing process as your first subscription.

Common mistakes that keep you charged

Cancellation confusion is stressful because the mistake costs you money, and support responses are slow. Here are the mistakes we see most often at Stopee, so you can avoid them:

Deleting the app instead of cancelling the subscription

This is the number-one mistake. Uninstalling the Lose It app from your phone does absolutely nothing to stop recurring charges. Your subscription continues to renew every month or year until you cancel through your account settings or the app store where you paid. Delete the app if you want, but only after you have cancelled the subscription itself.

Cancelling in the wrong place

If you subscribed through Apple but you try to cancel within the Lose It app, the cancellation does not work. If you subscribed through Google Play but you cancel on the Lose It website, the subscription still renews. You must match the cancellation location to the original purchase location. If you are unsure where you subscribed, check your bank statement or email receipts from the time of signup. The merchant name on the statement tells you whether Apple, Google, or Lose It charged you.

Not checking the next billing date

If your next renewal date is 20 August and you cancel on 21 August, you have already been charged for the next cycle, and that charge is done. You cannot get that money back unless you request a refund from Lose It or your payment provider. Always note your renewal date before cancelling, so you cancel in time to stop the upcoming charge.

Assuming the cancellation went through without confirming

Many users cancel and assume it worked, then do not check their account or statement again. When the next charge hits, they are shocked and scramble to fix it. Take a screenshot of your cancellation confirmation, wait a few days, then check your account or statement to verify that the next charge did not go through. This simple step catches problems early.

Not saving proof of cancellation

If Lose It charges you after you cancelled and you need to dispute the charge or ask for a refund, your screenshot of the cancellation is critical evidence. Without it, Lose It can deny that you cancelled, and your bank may not reverse the charge. Save the screenshot in a folder on your phone or email it to yourself the moment you cancel.

Pricing comparison and whether Lose It is worth keeping

If you have used Lose It and the Premium features no longer match your needs, cancellation is the right move. Common reasons users cancel include removed or limited features, too many advertisements in the free version, unreliable food logging with the camera, or finding a better app for their goals. At Stopee, we support your decision to cancel when a service no longer delivers value to you.

How to prevent being charged again after cancellation

Verification checklist after cancelling

Use this checklist to confirm your cancellation is final and that no charges will follow:

• You completed cancellation through the correct platform (Lose It account, Apple, or Google Play)
• You received a confirmation message on screen or by email
• You took a screenshot of the cancellation confirmation
• You checked your account, and the subscription status shows "Free" or "Cancelled"
• You noted the date when your Premium access expires
• You checked your bank statement 3 to 5 days after cancellation to confirm no charge appeared
• You set a reminder for your original renewal date to double-check no charge occurs

If you are still being charged

If you completed cancellation but Lose It charged you again, take these steps in order:

1. Log into your Lose It account and verify your subscription status shows "Free" or "Cancelled"
   • If it still shows "Premium", the cancellation did not work. Repeat the cancellation steps from the correct platform
2. Contact Lose It support with your cancellation screenshot and the unwanted charge details
   • Use the help centre at loseit.zendesk.com and describe the issue clearly
   • Include your account email, the charge date, the transaction ID, and the amount
3. Wait 5 to 7 business days for a response from Lose It support
   • If they refuse to refund or do not reply, proceed to step 4
4. Contact your bank or payment provider and dispute the charge as unauthorised
   • Provide your cancellation screenshot and Lose It's response (or lack of response) to the bank
   • Your bank will investigate and may reverse the charge within 30 to 60 days
5. If the charge remains disputed, lodge a complaint with the Federation of Malaysian Consumer Associations
   • This creates an official record and may pressure Lose It to respond

Contact information and support escalation in malaysia

Lose It support channels

Lose It does not have a Malaysia office, phone line, or local support team. Your support options are limited to:

• Help Centre: loseit.zendesk.com (email support only, response time 3 to 7 days)
• Mailing address (for written complaints): Lose It, 101 Tremont Street Floor 9, Boston MA 02108 United States

Email support is slow, so use it only after you have completed cancellation steps and confirmed the status in your account. For urgent billing disputes, contact your bank or payment provider first, as they respond faster than Lose It.

Malaysian consumer protection escalation

If Lose It ignores your support requests or refuses to refund an unauthorised charge after you cancelled, escalate your complaint to a Malaysian consumer authority:

• Federation of Malaysian Consumer Associations (FMCA): file a formal complaint if Lose It violates the Consumer Protection Act 1999
• Malaysian Consumers Association (MCA): offers dispute resolution and advocacy for consumer rights
• Your bank's ombudsman: if your bank reverses the charge, ask them to flag Lose It as a recurring billing problem merchant

The Consumer Protection Act 1999 protects you even though Lose It is overseas. You have the right to cancel without obstruction, and unauthorised charges after cancellation are violations of this Act. At Stopee, we have supported consumers through exactly these escalations, and they often result in refunds and corrective action from the merchant.

Summary: your cancellation action plan

Cancelling Lose It is straightforward if you follow the right steps for your platform. The key is matching your cancellation method to where you subscribed, saving proof, and verifying that no future charges appear. If you subscribed through Apple, cancel through Apple Settings. If you subscribed through Google, cancel through Google Play. If you subscribed directly, cancel through your Lose It account.

Document everything: take a screenshot of your cancellation, note your renewal date, and check your bank statement a few days later. If you are charged after cancelling, contact Lose It support immediately with your proof, and if they ignore you, dispute the charge with your bank. The Consumer Protection Act 1999 is on your side, and Malaysian consumer authorities will support your case if needed.

Throughout this process, remember that you have the right to cancel subscriptions that no longer serve you. At Stopee, we have helped thousands of Malaysian consumers stop unwanted recurring charges and recover refunds for unauthorised billing. You deserve clarity and respect from subscription services, and cancelling Lose It is the first step to taking back control of your spending. If you need step-by-step guidance or have questions about your specific situation, Stopee.com remains your trusted resource for subscription cancellation in Malaysia.