Manage Rebtel

How to cancel Rebtel and stop unwanted charges in malaysia

What Rebtel is and why you might want to cancel

Rebtel is an international calling service that lets you make cheaper calls across borders without relying fully on internet apps. The company is based in Stockholm, Sweden, and operates through monthly subscriptions or prepaid call credits that renew automatically every 30 days. If you subscribed for a specific trip, family emergency, or temporary need, you may find yourself paying month after month without realising the recurring charge still applies.

For Malaysian users, the key thing to understand is this: Rebtel's convenience becomes a trap if you forget to cancel before your next billing date. Many subscribers discover unexpected charges on their statements after they thought they had stopped using the service. At Stopee, we help thousands of consumers escape these unwanted recurring charges, and Rebtel cancellations are among the most common requests we handle.

How rebtel's subscription model works

Rebtel offers two main ways to pay: a monthly subscription plan like Global Unlimited at approximately RM66 per month, or prepaid credits that you use as you call. New users often start with a 7-day free trial, which automatically converts into a paid 30-day subscription unless you cancel before the trial expires. This automatic conversion is the moment many Malaysian users miss their window.

The service renews every 30 days without asking for permission again. You do not get a warning message the day before billing. You do not get a notification asking if you want to continue. The charge simply appears on your statement, and by then you have lost the chance to cancel before the next cycle begins.

Where to find Rebtel support in malaysia

Rebtel does not publicly list a Malaysian office, local phone number, or walk-in service centre. Your only direct contact is the email address [email protected] and the online help centre at rebtel.com/en/help/overview/. This lack of local presence means all communication happens through email or the app, which can slow things down if you need urgent help before a billing cycle closes.

Response times from [email protected] typically take 2-3 business days, so timing your cancellation request matters. If you submit your request on a Friday evening, you may not receive confirmation until the following Tuesday or Wednesday.

Your consumer rights when cancelling Rebtel in malaysia

What the consumer protection act 1999 means for you

Malaysia's Consumer Protection Act 1999 protects you when Rebtel fails to honour your cancellation request or charges you after you have cancelled. The law requires businesses to act in good faith and not mislead consumers about automatic renewal terms. If Rebtel charges your card after you have submitted a valid cancellation request, you have grounds to dispute that charge with your bank and demand a refund.

Under the Consumer Protection Act, you can also lodge a complaint with the Ministry of Domestic Trade and Cost of Living (KPDNKP) if Rebtel refuses to refund an unauthorised charge. This is your escalation point if email support ignores you or denies responsibility.

Your right to cancel within cooling-off periods

If you subscribed to Rebtel during the 7-day free trial period, you have the right to change your mind and cancel before any paid charge applies. Once the paid subscription begins, the Consumer Protection Act gives you a reasonable expectation of cancellation without penalty or excessive delay. Rebtel's own terms state that cancellation is allowed anytime, which reinforces this right.

Keep screenshots and emails as proof of your cancellation date. If a charge appears after you have cancelled, use this proof to dispute the transaction with your bank's chargeback team.

Pricing and what you actually pay

Rebtel's current rates for malaysian customers

The Global Unlimited plan at RM66 per month is Rebtel's flagship offering. For Malaysian users who call overseas occasionally, pay-as-you-go Rebtel Credits might be cheaper and avoid the auto-renewal trap. Unlike the monthly plans, Credits do not auto-renew, so you only pay when you actually make a call.

How to cancel Rebtel step by step

Before you cancel: essential checks

Stop and screenshot your account details right now. Write down your next billing date, plan name, and any remaining credits or unused minutes. If you are still inside your 7-day free trial, note the exact start date because that proves when the trial began and when the paid subscription would convert.

Check whether you subscribed directly via Rebtel's website, through the Apple App Store, or through Google Play. Your cancellation route depends on this, and using the wrong method may not cancel your recurring charge.

• Log into your Rebtel account and screenshot the subscription or billing page.
• Note the exact renewal date (usually 30 days from your last charge).
• Check your email for recent invoices or subscription confirmations.
• Identify whether you paid via credit card, app store, or bank transfer.
• If inside the 7-day free trial, save the trial start date with a screenshot.

Cancel directly through the Rebtel website or app

This is the fastest and most direct method. Follow these steps exactly:

1. Visit rebtel.com or open the Rebtel mobile app on your phone.
2. Log into your account using your username and password.
   • If you forgot your password, use the "Forgot password" link and reset it first.
3. Look for "Account Settings", "Billing", "Subscription", or "Plans" in the menu.
   • On the app, this is often under the profile icon or settings gear.
   • On the website, check the top-right menu next to your username.
4. Find your active subscription and select the option to cancel, unsubscribe, or terminate.
   • Rebtel may ask you why you are cancelling. You do not need to give a reason, but you can if you wish.
   • Look for a button that says "Cancel subscription", "Stop renewal", or "Terminate account".
5. Confirm your cancellation when prompted.
   • Do not skip this confirmation step; some services require a second confirmation before the cancellation is final.
6. Screenshot the confirmation message or page that appears after cancellation.
   • Save this as proof that you cancelled on a specific date.
   • Write down the confirmation number if one appears.
7. Wait 24 hours, then log back in and verify that your subscription no longer shows as active.

Pro tip: If the cancellation button does not appear or seems broken, try using a different browser or device. Clear your browser cache first (Ctrl+Shift+Delete on most devices) and try again.

Cancel through the apple app store (if you subscribed via iOS)

If you signed up for Rebtel using an iPhone or iPad, the subscription may be linked to your Apple ID rather than to Rebtel's website. You must cancel through Apple, not through Rebtel:

1. Open the Settings app on your iPhone or iPad.
2. Tap your name at the top of the screen.
   • This opens your Apple ID menu.
3. Tap "Subscriptions".
   • You will see a list of all active subscriptions linked to your Apple account.
4. Find "Rebtel" in the list and tap it.
   • If you do not see Rebtel, swipe left to see inactive subscriptions, or search for it.
5. Tap "Cancel subscription" or "Cancel free trial" (the button text depends on whether you are still on the trial or on a paid plan).
   • Apple may ask you to confirm or provide feedback. You can skip these if you wish.
6. You should see a message confirming that your subscription will end on a specific date.
   • Screenshot this confirmation page for your records.
   • You can still use Rebtel until that end date; the service does not stop immediately.
7. Check this screen again after 24 hours to confirm that the subscription no longer appears as active.

Warning: If you only cancel through the Rebtel app without cancelling through Apple Settings, your subscription will not actually cancel. Apple will charge your card again on the renewal date.

Cancel through google play (if you subscribed via android)

If you installed Rebtel from Google Play on an Android phone, your subscription is tied to your Google account:

1. Open the Google Play Store app on your Android phone.
   • If you do not have Google Play Store installed, you can also cancel at play.google.com on a computer.
2. Tap the profile icon in the top-right corner.
   • This opens your account menu.
3. Tap "Payments and subscriptions".
   • On a computer, look for "Manage subscriptions" instead.
4. Tap "Subscriptions".
   • You will see all active subscriptions linked to your Google account.
5. Find "Rebtel" and tap it.
   • If you do not see it, it may be listed under "Inactive subscriptions" or you may have subscribed directly with Rebtel instead of through Google Play.
6. Tap "Cancel subscription".
   • Google Play will ask for a reason. You can select "Other" and move on.
7. Confirm that you want to cancel.
   • You will see a message with your cancellation date. Screenshot this for your records.

Pro tip: Android subscriptions through Google Play usually cancel immediately, but your access continues until the end of your current billing period. Do not assume the service has stopped just because you pressed cancel.

Cancel by email if the app or website does not work

If you cannot find the cancellation button in your account, or if the button does not work, you can cancel by email. This method creates a clear paper trail:

1. Compose a new email to [email protected].
   • Use a subject line like "Cancellation request for [your Rebtel username or email address]".
2. In the email body, include these details:
   • Your full name.
   • Your Rebtel username or the email address linked to your account.
   • Your phone number (if you have one on file).
   • The date you want the cancellation to take effect (ideally today or tomorrow).
   • A clear statement: "I request immediate cancellation of my Rebtel subscription. Please confirm this request within 24 hours."
3. Do not write a long explanation or complaint. Keep the email short and professional.
4. Send the email and keep the confirmation that it was sent (most email services show a "Message sent" notification).
5. Wait for a reply from [email protected]. Response times are typically 2-3 business days.
   • If they do not reply within 5 business days, follow up with another email referencing your first request and the date you sent it.
6. When they reply, they should confirm the cancellation date and any applicable refund. Screenshot or save this email in a safe place.

Rebtel's own terms state that cancellation requests are processed within five days of receipt. If more than five business days pass without a response, you have grounds to escalate to your bank or to the Ministry of Domestic Trade and Cost of Living.

What happens after you cancel Rebtel

Timeline and what to expect

Cancellation does not mean instant loss of service. You can still use Rebtel until the end of your current billing period. For example, if your next renewal date was 15 January and you cancel on 8 January, you can make calls until 14 January at 23:59. The service simply stops renewing after that date.

Check your bank statement 5-7 days after your billing date to confirm that no new charge appears. If a charge does appear after you have cancelled, contact your bank immediately to dispute it.

Getting a refund for unused credit or early cancellation

Rebtel's terms state that unused Rebtel Credits may be refunded if you request a refund within 90 days of purchase and you have not used the credits. If you have a monthly subscription and cancel mid-month, Rebtel does not offer pro-rata refunds for the remaining days. However, if you cancelled within 14 days of purchase (which may fall under Malaysian consumer law), you may have grounds to request a refund.

To request a refund for unused credits, email [email protected] with this information:

• Your Rebtel username or account email address.
• The date you purchased the credits.
• The amount of unused credits and the currency.
• A clear statement: "I request a refund for my unused Rebtel Credits under the 90-day refund policy."

Refunds typically take 7-10 business days to appear in your original payment method after Rebtel approves your request.

Common cancellation mistakes and how to avoid them

Mistakes that cost you money

Many Malaysian users cancel, feel relieved, and then find a surprise charge weeks later. This happens because they used the wrong cancellation method or did not verify the cancellation was successful. Here are the traps Stopee sees most often:

Mistake 1: Cancelling only in the app, not through the app store. If you subscribed through Apple App Store or Google Play, you must cancel there, not just in the Rebtel app. Rebtel cannot stop an App Store or Google Play subscription from their side.

Mistake 2: Assuming silence means success. If you email [email protected] and do not receive a reply within 5 business days, do not assume your cancellation went through. Follow up with another email and ask for explicit confirmation.

Mistake 3: Not screenshotting the cancellation confirmation. If a charge appears after you cancelled, you need proof that you actually submitted the cancellation request. A screenshot of the confirmation page is the fastest way to convince your bank to refund the charge.

Mistake 4: Cancelling too late in the billing cycle. If your renewal date is 10 January and you cancel on 9 January at 11 PM, Rebtel's system may still process the renewal charge because it runs on the calendar date, not the time of day. Cancel at least two full days before your renewal date.

Mistake 5: Not checking your bank statement. Cancellation is not guaranteed until you confirm that no charge appears on your next statement. Set a phone reminder for the day after your renewal date and check your bank app.

How to dispute an unwanted Rebtel charge

Step-by-step if a charge appears after cancellation

If you cancelled Rebtel but a charge still appears on your statement, you have legal rights under the Consumer Protection Act 1999. Act quickly:

1. Contact your bank or card issuer immediately.
   • Call the customer service number on the back of your card, or log into your online banking app.
   • Tell them: "I cancelled my Rebtel subscription on [date], but a charge of RM[amount] appeared on [date]. This is an unauthorised charge and I want to dispute it."
2. Request a chargeback or reversal of the charge.
   • Your bank will initiate a dispute process with Rebtel on your behalf.
   • You may not need to contact Rebtel directly; your bank handles it.
3. Provide your bank with all proof:
   • Screenshots of your cancellation confirmation.
   • Email confirmation from [email protected] (if you cancelled by email).
   • Your bank statement showing the unauthorised charge.
   • Any email correspondence with Rebtel.
4. Most banks complete the chargeback process within 10-15 business days. You should see a provisional credit in your account within this timeframe.
5. If the chargeback is denied, escalate to the Ministry of Domestic Trade and Cost of Living.
   • Visit kpdnkp.gov.my or call 1-800-86-1313 (toll-free) to lodge a formal complaint.
   • Provide the same proof you gave your bank, plus the chargeback denial letter from your bank.

At Stopee, we have helped thousands of consumers dispute unwanted subscription charges like these. Your bank is legally required to protect you from unauthorised recurring charges, so do not hesitate to escalate if Rebtel refuses to acknowledge your cancellation.

Pricing comparison and alternatives to Rebtel

Should you keep Rebtel or try something else

If you only need international calling occasionally, Rebtel Credits are a better choice than the monthly plan because they do not auto-renew. If you use international calling once a year, VOIP apps like WhatsApp or Messenger cost nothing and use your existing data plan.

Review and reputation: what malaysian users say about Rebtel

Customer satisfaction and common complaints

Rebtel has a 4.5 out of 5 star rating across most review platforms, but the complaints tell a clearer story. Malaysian and other international users frequently report unexpected charges after cancellation, slow email support responses, and difficulty finding cancellation options in the app. Some users report having to cancel multiple times before the subscription actually stopped.

The most common positive feedback comes from users who maintain an active subscription and use the service regularly. The lowest ratings tend to come from users who tried to cancel and encountered friction or unexpected charges. This pattern suggests that cancellation is where Rebtel's user experience breaks down most.

Your checklist before and after cancelling Rebtel

Keep this checklist safe

Print this or save it to your phone so you have it ready when you cancel:

• I have logged into my Rebtel account and noted my next renewal date: _______________
• I have screenshotted my current subscription plan and renewal date.
• I have checked whether I subscribed via Rebtel website, Apple App Store, or Google Play.
• I have submitted my cancellation request via the app, website, email, or app store (delete as needed).
• I have received a cancellation confirmation with a date: _______________
• I have screenshotted the cancellation confirmation page or email.
• I have set a phone reminder to check my bank statement on the day after my renewal date.
• I have verified that no new charge appeared in my bank statement after the cancellation date.
• If a charge did appear, I have contacted my bank to dispute it within 10 days of the charge.
• I have saved all cancellation proof (screenshots, emails, chargeback confirmation) for 90 days.

Contacting Rebtel support and escalation paths

Where to reach Rebtel in malaysia

Rebtel does not maintain a visible office or phone support line for Malaysian customers. Your only direct contact is:

• Email: [email protected] (response time 2-3 business days)
• Help centre: rebtel.com/en/help/overview/ (online articles and guides)
• In-app support: Most Rebtel apps have a "Help" or "Contact us" option in the menu.

Rebtel is registered in Stockholm, Sweden, and disputes involving Malaysian customers are subject to Swedish law under Rebtel's terms of service. However, your cancellation rights are protected by Malaysian consumer law (Consumer Protection Act 1999) because you are a consumer in Malaysia.

If Rebtel does not respond or refuses to cancel

If [email protected] does not reply within 5 business days, or if they refuse to cancel your subscription without cause, escalate your complaint to the Ministry of Domestic Trade and Cost of Living (KPDNKP):

• Hotline: 1-800-86-1313 (toll-free, Malaysia only)
• Website: kpdnkp.gov.my
• Online complaint form: Available on the KPDNKP website under "Consumer Complaints"

Include your cancellation proof, all emails from Rebtel, and your bank statement showing any unauthorised charges. KPDNKP takes action against businesses that violate the Consumer Protection Act, including refusing to honour cancellation requests.

Final summary: stay protected when you cancel Rebtel

Rebtel's auto-renewal model is convenient if you keep your subscription active, but it becomes expensive the moment you forget to cancel. Malaysian users face the added challenge of no local support office, which means all communication happens by email with a multi-day delay.

Your cancellation strategy should be simple: cancel at least two full days before your renewal date, use the correct cancellation method (app store for app store subscribers, website for website subscribers), screenshot your confirmation, and verify that no charge appears on your next statement. If a charge does appear, dispute it with your bank immediately. You have legal protection under the Consumer Protection Act 1999, and your bank is required to investigate.

At Stopee (stopee.com), we understand how frustrating unwanted recurring charges can be. Stopee has helped thousands of consumers cancel Rebtel and recover unauthorised charges by following the same step-by-step process outlined above. Whether you are cancelling because you no longer need international calling or because you are tired of unexpected charges, Stopee ensures you have the information and confidence to take control of your subscriptions. Visit stopee.com today to learn more about protecting yourself from surprise billing, and use this guide as your reference every time you need to cancel a recurring service.