Manage 1&1

How to cancel 1&1 broadband and hosting in malaysia without hidden charges

Why you might want to cancel 1&1

1&1 is a German internet and hosting provider that serves Malaysian users through its IONOS platform, but the experience often feels remote and expensive.

Many Malaysian users choose 1&1 for DSL broadband, mobile plans, web hosting, or domain services, but find the support journey frustrating. The chat team operates on Central European Time, billing happens in euros (which adds conversion costs to your MYR), and there is no local Malaysia cancellation office. If you have decided to leave 1&1, Stopee is here to guide you through the exact cancellation path so you do not get charged again.

Common reasons to cancel 1&1

• Switching to a local Malaysian ISP like Maxis, Celcom, Digi, or Time for better local support
• Avoiding recurring euro-based charges that add up over time
• Moving hosting or domains to a provider with Malaysia-based help
• Unhappy with slow German-based support timings
• Finding cheaper broadband speeds locally

What you pay 1&1 for

1&1 charges recurring fees across multiple service types.

The key risk: These are all recurring contracts that auto-renew unless you cancel actively. If you do not submit a cancellation, 1&1 will keep charging you each month or year until you stop the contract.

Your consumer rights under malaysia law

Malaysia's Consumer Protection Act 1999 protects you when you cancel any online service subscription.

What the consumer protection act 1999 covers

Under the Consumer Protection Act 1999, you have the right to cancel a subscription-based service within 14 days if you bought it online, even if 1&1 is based in Germany. This right applies to web hosting, domain registrations, and broadband plans purchased online.

If 1&1 refuses to cancel your account, charges you after you cancel, or fails to stop auto-renewal, you can file a complaint with the Ministry of Domestic Trade and Cost of Living (MDTCCI) or escalate to a small claims court for amounts under RM5,000.

Pro tip: Keep copies of all cancellation emails and screenshots of your account status. If 1&1 charges you after you cancel, you have proof for a refund claim under the Consumer Protection Act 1999.

Your refund rights and timelines

If you cancel within 14 days of purchase, 1&1 must refund you in full. If you cancel after 14 days but before the next billing cycle, you are entitled to a refund for unused service days. Malaysian law does not force companies to refund unused time on longer contracts, but 1&1 may honour partial refunds as goodwill.

Stopee recommends always requesting a refund in writing when you cancel-even if you are outside the 14-day window. Document the request, and if 1&1 refuses, escalate to MDTCCI.

How to cancel 1&1 step-by-step

The most reliable way to cancel 1&1 is through your account portal on the IONOS platform, which manages 1&1 contracts in Malaysia.

Preparation steps before you cancel

Before you click the cancel button, take these actions to avoid losing data or being charged unexpectedly.

1. Log into your 1&1 account at my.ionos.com with your email and password
   • If you cannot remember your password, click "Forgot password" and reset it
   • Check that you have access to the email address linked to your account
2. Take a screenshot of your active services and billing page
   • Note the exact product names (e.g., "DSL 50", "Business Hosting Plan")
   • Record the next billing date and renewal date
   • Save invoice numbers from the last 3 payments
3. Export and save all data before cancellation
   • Download website files if you have a hosting plan
   • Back up all emails if 1&1 hosts your email account
   • Export domain settings or DNS records
   • Save any hosted files or databases
4. Check for multiple active products
   • You may have broadband, a domain, and hosting-cancel each separately if needed
5. Note the current date so you can meet any notice period
   • Most 1&1 contracts require 30 days' notice before cancellation takes effect

The exact cancellation path on IONOS

Once you are logged in and have saved your data, follow this exact sequence to cancel.

1. Click the menu icon (three horizontal lines) in the top left corner of my.ionos.com
2. Select "My account" from the dropdown menu
3. Click on "Contracts & subscriptions"
   • You will see a list of all active services linked to your account
4. Find the product you want to cancel and click on it to open its details page
5. Look for a button that says "Cancel" or "Cancel this contract"
   • If you do not see it, click the three-dot menu icon on that product row
   • Select "Cancel contract" from the options
6. Choose your cancellation date
   • 1&1 will show you the earliest date you can cancel (usually 30 days from today)
   • Select that date or a later date, depending on when you want the service to stop
7. Select a cancellation reason from the dropdown
   • Common options: "Switching to another provider", "Service no longer needed", "Dissatisfied with service"
   • Your reason does not affect the cancellation, but helps 1&1 with feedback
8. Read the notice about losing access to data, email, or domains after cancellation
   • Confirm that you have already backed up anything you need
9. Click "Confirm cancellation" to submit your request
10. You will receive a confirmation email at the address linked to your account
    • Save this email as proof of cancellation
    • It will include your cancellation reference number

Warning: If the online cancellation button does not work or you get an error message, use the alternative contact methods below instead of waiting.

Alternative cancellation methods if the portal fails

If you cannot cancel through my.ionos.com, use these backup channels.

1. Contact 1&1 by phone at +49 721 9600 (Germany-based number)
   • Call between 8:00 AM and 10:00 PM CET (which is 2:00 PM to 4:00 AM Malaysia time)
   • Have your account email and customer ID ready
   • Ask the agent to confirm your cancellation date and send a confirmation email
   • Request a cancellation reference number before you hang up
2. Email your cancellation request to [email protected]
   • Subject line: "Cancellation request for [your account email]"
   • Include: your full name, account email, customer ID (if you have it), and the product name
   • State: "I request cancellation of my contract effective [specific date at least 30 days away]"
   • Save a copy of this email for your records
   • 1&1 should reply within 5-7 business days with a confirmation
3. Use the 1&1 live chat from the Control-Center
   • Chat is available 8:00 AM to 10:00 PM CET
   • Explain that you want to cancel and provide your account details
   • Ask the agent to process the cancellation and email you a confirmation
   • Screenshot the chat conversation for your records

Pro tip: Email is slower but gives you written proof. Use it if you want the strongest legal record for your cancellation request.

What happens after you cancel

Cancellation does not stop immediately-1&1 enforces a notice period, and your service will end on your chosen date.

Timeline after cancellation confirmation

After you submit your cancellation, expect this sequence of events.

• Day 1 (cancellation submitted): You receive a confirmation email with your cancellation reference number
• Days 2-7: 1&1 processes your request. You remain active and billed as normal
• Your cancellation date: Your service stops. You lose access to email, hosting, broadband, or domains (depending on what you cancelled)
• Up to 5 days after cancellation: 1&1 may issue a final invoice for any partial month or outstanding charges
• Within 14-30 days: Refund appears in your bank account (if eligible)

If you do not receive a refund within 30 days of cancellation, contact Stopee or file a complaint with your bank.

Checking that you have stopped being charged

After your cancellation date, verify that 1&1 has stopped charging you.

1. Log into my.ionos.com 3-5 days after your cancellation date
2. Navigate to "My account" > "Contracts & subscriptions"
3. Confirm that your cancelled product is no longer listed or shows as "Cancelled"
4. Check your bank statements 7-10 days after cancellation
   • Look for any recurring debits from 1&1 or IONOS
   • If you see a charge, contact your bank immediately and request a chargeback
5. Monitor your email for any invoices after cancellation
   • You should not receive renewal notices after your cancellation date
   • If you do, reply immediately asking 1&1 to stop the charge

Warning: Some users report surprise charges days after they thought they had cancelled. Check your bank regularly for the first 60 days after your cancellation date to catch any errors early.

Refunds and billing disputes

Understanding how 1&1 refunds work helps you know whether you are entitled to money back.

When 1&1 must refund you

You have the right to a refund under these conditions.

How to request a refund from 1&1

If you believe you are owed a refund, submit a formal request to 1&1 in writing.

1. Email [email protected] with the subject "Refund request for [your account email]"
2. Include in the email body:
   • Your full name and account email address
   • The date you cancelled (or attempted to cancel)
   • The amount you paid and the date of payment
   • The reason for the refund (e.g., "Cancelled within 14 days" or "Charged after cancellation")
   • Attach screenshots of your cancellation confirmation and bank statement showing the charge
3. Send the email and save a copy for your records
4. Wait 7-10 business days for a response
5. If 1&1 denies the refund, escalate to MDTCCI (see next section)

Pro tip: Stopee recommends sending your refund request within 30 days of the charge. After 30 days, your bank or credit card company may refuse a chargeback.

Escalating to MDTCCI if 1&1 refuses

If 1&1 refuses your refund or does not respond within 14 days, file a complaint with Malaysia's Ministry of Domestic Trade and Cost of Living.

1. Visit the MDTCCI complaint portal at www.mycc.org.my
2. Click "File a complaint" and select "Online retail" or "Digital services"
3. Provide your details and the 1&1 transaction history
4. Attach proof of your cancellation request and any refund correspondence
5. Describe the issue clearly (e.g., "1&1 refused to refund after I cancelled within 14 days")
6. Submit the complaint and note your case reference number
7. MDTCCI will contact 1&1 on your behalf within 14-30 days

Complaints filed with MDTCCI have a high success rate for subscription disputes under the Consumer Protection Act 1999.

Common cancellation mistakes to avoid

Many users accidentally delay their cancellation or miss critical steps that cost them money.

Mistake 1: waiting too close to your billing date

1&1 requires at least 30 days' notice before cancellation takes effect. If your renewal date is 15 days away and you cancel today, you will be charged for another full cycle.

• Calculate your next billing date now (check my.ionos.com under "Contracts & subscriptions")
• Cancel at least 35 days before that date to avoid an extra charge
• If you are close to renewal, ask 1&1 in writing for an exception to the notice period

Mistake 2: not saving your data before cancellation

Once your contract ends, 1&1 will delete your hosted files, emails, and domain settings after a grace period (usually 30-60 days).

• Export your website files, email archives, and databases before you cancel
• Transfer your domain to a new registrar if you want to keep it
• Take screenshots of your DNS records and email forwarding settings

Mistake 3: cancelling only part of your service

If you have broadband, hosting, and a domain with 1&1, cancelling just the broadband leaves hosting and domain charges active.

• Go through "Contracts & subscriptions" and check every product listed
• Cancel each one individually if you want to end all services
• Verify via email that each cancellation was confirmed separately

Mistake 4: not keeping proof of cancellation

If 1&1 charges you after cancellation, you need written proof that you submitted the request.

• Save every confirmation email from 1&1
• Screenshot the cancellation page after you submit your request
• Forward the confirmation email to yourself as a backup
• Keep these files for at least 6 months

Mistake 5: not checking for auto-renewal on renewal date

Even after you cancel, your service may auto-renew if the cancellation did not process correctly.

• Check your bank account on your supposed cancellation date
• If a charge appears, contact your bank immediately and request a chargeback
• Email 1&1 at [email protected] with proof and demand a refund

After cancellation: your next steps

Once your 1&1 account is closed, you may need to switch to another provider or arrange alternative services.

Switching to a local malaysian ISP

If you were using 1&1 for broadband, these local alternatives have better support and pricing for Malaysia-based users.

These providers offer Malaysia-based billing, local customer service, and no foreign currency conversion fees.

Transferring your domain if you had one with 1&1

If you owned a domain through 1&1, transfer it to a new registrar before your account closes.

1. Log into my.ionos.com and go to "Domains"
2. Click on your domain and find the "Unlock domain" or "Authorization code" option
3. Note your authorization code (also called "EPP code" or "Transfer code")
4. Go to your new registrar (e.g., Namecheap, GoDaddy, or a local provider)
5. Start a domain transfer and enter your authorization code
6. Complete the transfer process at your new registrar
7. Update your DNS records at the new registrar to point to your new hosting provider

Pro tip: Complete this transfer before your 1&1 account closes, as some features become unavailable after cancellation.

Checklist: confirm you have cancelled 1&1 properly

Use this checklist to ensure your cancellation is complete and you will not be charged again.

1. I have received a cancellation confirmation email from 1&1 (with reference number)
2. I have saved my cancellation reference number and kept the confirmation email
3. I have exported and backed up all my data (website files, emails, domain settings)
4. I have transferred my domain to a new registrar (if applicable)
5. I have checked "Contracts & subscriptions" and confirmed all products show as cancelled
6. I have noted my cancellation date and confirmed it is at least 30 days from today
7. I will monitor my bank account for 60 days after the cancellation date for any charges
8. I have signed up with a new local provider (if I needed broadband or mobile)
9. I have taken screenshots of the cancellation page for my records
10. I understand my refund rights under the Consumer Protection Act 1999

Why you should use stopee for help

Cancelling international services like 1&1 from Malaysia is harder than it should be, but you do not have to do it alone.

Stopee specializes in helping Malaysian consumers navigate overseas cancellations, understand their rights, and recover refunds. If 1&1 refuses to cancel your account, overcharges you, or disputes your refund, Stopee has helped thousands of consumers escalate their cases to MDTCCI and win their money back.

Visit Stopee at stopee.com to report your 1&1 cancellation issue, connect with other users, and access step-by-step guides for every major service cancellation in Malaysia.

Quick reference: 1&1 contact information

Summary and your next step

Cancelling 1&1 from Malaysia is straightforward if you follow the exact steps: log into my.ionos.com, navigate to "Contracts & subscriptions", select your product, click "Cancel", choose your date, and confirm. Save your confirmation email, verify no charges appear after your cancellation date, and file a refund request if you are due money back under the Consumer Protection Act 1999.

If 1&1 refuses to cancel or continues charging you after you cancel, escalate to MDTCCI-Malaysian law is on your side.

Stopee has helped thousands of consumers navigate overseas cancellations and recover refunds they thought were lost. If you run into trouble cancelling 1&1, visit stopee.com to file a report, see what other Malaysian users experienced with the same service, and get real-time advice from the Stopee community.

Your move: Log into my.ionos.com now, take screenshots of your account and billing details, and if you are ready to cancel, follow the exact step-by-step path in this guide. You have the right to cancel without penalty under Malaysian law. Stopee is here to help you every step of the way.