Manage Wasel

How to cancel Wasel and stop recurring charges in malaysia

What Wasel is and why people cancel

Wasel is a subscription-based mobile and digital service offering premium features like Quran reading, AI mood companions, and pilgrimage travel tools to users across Malaysia and the Middle East. If you signed up for Wasel Pro or Pilgrim Pass, you are paying a recurring monthly or annual charge in Malaysian ringgit (RM), and cancelling cleanly before your next billing date matters more than you might think. At Stopee, we know that unclear cancellation processes leave thousands of subscribers trapped in unwanted recurring charges, and Wasel users are no exception.

Understanding wasel's pricing and commitment structure

Wasel offers three main paid plans that bill your payment method automatically on a recurring cycle. Wasl Pro costs RM4.90 per month or RM39.90 per year (approximately RM3.33 per month), and includes daily premium features such as unlimited Quran access, 99 Names of Allah, Wasl AI companion, and family sharing. Pilgrim Pass is a specialized 30-day plan priced at RM19.90, designed specifically for Haji and Umrah travellers who need group tracking, Lost-Pilgrim tools, and accommodation support.

The critical issue is that Wasel's terms of service do not clearly explain auto-renewal or provide an obvious self-service cancellation button on the website or app. This ambiguity often leads users to believe they have cancelled when they have not, resulting in surprise charges after the cancellation date has passed. Your next billing date is your deadline, and you must act before that date to prevent an unwanted charge.

Who should cancel Wasel

You should cancel Wasel if you no longer use the app's premium features, if the monthly charge does not align with your budget, or if you signed up for a specific season (such as pilgrimage) and the plan has now expired. Many users also cancel because Wasel only offers English-language support, making billing inquiries and cancellation requests harder if you prefer Bahasa Malaysia. Additionally, if you are unsure about what features you are actually using or paying for, cancelling and revisiting later is often simpler than maintaining a subscription you do not actively check.

Your consumer rights when cancelling Wasel in malaysia

Malaysia's Consumer Protection Act 1999 protects your right to cancel subscription services and receive refunds under specific conditions. Understanding your legal position before you contact Wasel support puts you in a much stronger negotiating position if a dispute arises after cancellation.

What the consumer protection act 1999 guarantees you

Under the Consumer Protection Act 1999, you have the right to cancel any distance contract (such as an app-based subscription) within 10 days of purchase without penalty, provided no service has been fully delivered. If you subscribed to Wasel fewer than 10 days ago and have not actively used the premium features, you can request a full refund based on this cooling-off period. Keep in mind that the 10-day period runs from the date of purchase, not from the date you realize you do not want the service.

For cancellations after the 10-day window, the Act requires that any refund terms must be clearly disclosed in the contract or terms of service. If Wasel's terms do not explicitly state a refund or cancellation policy, you have grounds to escalate your complaint to the Ministry of Domestic Trade and Cost of Living (KPDNHEP) or the Federation of Malaysian Consumers Associations (FOMCA) if Wasel refuses to acknowledge your cancellation or continues to charge you after you have sent a documented cancellation request.

How to use consumer law as a refund lever

When you contact Wasel support to cancel, always reference the Consumer Protection Act 1999 in your written request. Include the phrase: "I am requesting cancellation of my subscription effective immediately, in accordance with the Consumer Protection Act 1999. Please confirm in writing that all charges will cease as of this date." This language signals that you understand your rights and makes Wasel support more likely to process your cancellation promptly and prevent future charges. Stopee recommends documenting every step of your cancellation request, including screenshots of your subscription status, proof of payment, and copies of all emails to Wasel support.

Methods to cancel Wasel

Wasel offers multiple cancellation pathways, though none are equally transparent or reliable. Your success depends on which method you choose and how thoroughly you follow up to confirm that the cancellation has been processed.

In-app or account-based cancellation

Your first port of call should always be the Wasel app or your account dashboard on the Wasel website. Log in to your account and look for a section labelled Account, Billing, Subscription, Manage Membership, or Settings. Many apps hide the cancellation button deliberately, so check carefully under each menu.

1. Open the Wasel app or visit https://wasel.my/ and log in with your email and password.
2. Navigate to your account or profile section.
3. Look for Billing, Subscription, or Membership settings.
4. If you see a Cancel Subscription, Stop Renewal, or Manage Plan button, click it and follow the prompts to confirm cancellation.
5. Screenshot the final confirmation message and note the date and time you completed the cancellation.
6. Wait 2-3 minutes and refresh the page to verify that your subscription status has changed to Cancelled or Inactive.

Warning: If the app or website does not show a cancellation option, do not assume your subscription will automatically stop. Proceed immediately to email or phone support (see methods below) to request manual cancellation.

Email-based cancellation

Email is the most reliable method because you create a written record of your request, which you can use as evidence if Wasel disputes your cancellation later. Stopee strongly recommends using email as your primary cancellation method, even if you attempt in-app cancellation first.

1. Compose a new email to [email protected] with the subject line: "Request to cancel my Wasel subscription - [your email address]".
2. Include the following details in the body:
   • Your full name and the email address associated with your Wasel account.
   • The plan name (Wasl Pro Monthly, Wasl Pro Annual, or Pilgrim Pass).
   • Your next billing date (copy this from your account).
   • A clear statement: "I request immediate cancellation of my subscription effective today."
   • Reference to the Consumer Protection Act 1999: "I confirm my request is made in accordance with the Consumer Protection Act 1999."
3. Send the email and take a screenshot of the sent message with the timestamp visible.
4. Set a reminder to check your email in 3-5 business days for a response confirming cancellation.
5. If you do not receive a response within 7 days, send a follow-up email marked "Follow-up: Cancellation Confirmation Requested".

Pro tip: Send your cancellation email between Tuesday and Thursday during Malaysian business hours (9 AM to 5 PM) to maximize the chance of a same-day or next-day response. Avoid sending emails on Friday or weekends, as support staff may not process them until Monday.

Phone-based cancellation

Wasel lists a 24/7 phone support number at +212 522 09 42 42, though this is a Moroccan number and may incur international call charges for you as a Malaysian caller. Phone support operates in English only, which may limit your options if you prefer to speak in Bahasa Malaysia.

1. Call +212 522 09 42 42 from any phone (ensure you have international calling enabled on your plan or use WhatsApp or Skype to reduce costs).
2. Speak to a support agent and provide your account email, plan name, and next billing date.
3. State clearly: "I want to cancel my subscription immediately and confirm that no future charges will occur."
4. Ask the agent to provide you with a cancellation reference number or confirmation code.
5. Ask the agent to email you a written confirmation of the cancellation within 24 hours.
6. End the call and send yourself a follow-up email immediately summarizing the date, time, agent name (if provided), and cancellation reference number.

Warning: Phone cancellations are harder to prove if a dispute arises. Always request written email confirmation after a phone call, and never rely on phone cancellation alone.

Live chat cancellation

Wasel's website may offer a live chat option for customer support. This method sits between email and phone in terms of reliability and response speed.

1. Visit https://wasel.my/ and look for a chat icon or "Contact Us" button.
2. Click the chat option and wait for a support agent to connect.
3. Provide your account email and confirm your plan and next billing date.
4. Type: "I want to cancel my subscription immediately. Please confirm in writing that all recurring charges will cease."
5. Request the agent to send you an email confirmation of the cancellation.
6. Screenshot the entire chat conversation before closing the chat window.

Stopee recommends following up with an email to [email protected] within 2 hours of the live chat, repeating your cancellation request and referencing the chat timestamp so the agent can cross-reference your request.

Timeline and what to expect after you cancel

Cancellation does not happen instantly, and understanding the typical timeline helps you avoid panic if you see a charge after cancellation.

Immediate actions after cancellation

Once you have submitted your cancellation request, your subscription typically remains active until the end of your current billing period. For example, if your next billing date is 15 June and you cancel on 1 June, you usually retain access until 15 June (at which point the subscription expires and no charge occurs). However, Wasel's terms do not explicitly state this policy, so you should assume access may end immediately upon cancellation.

Save or export any important data from your Wasel account before your access is removed. If you use Pilgrim Pass for trip coordination or Wasl Pro for family sharing, note down any essential details such as group tracking information, meeting points, or saved preferences. Stopee advises treating the cancellation as your deadline to preserve any content or data you may need after access ends.

What happens to your payment method

After cancellation, Wasel should release your payment method from its recurring billing arrangement. However, if Wasel continues to attempt charges after your cancellation date, your bank should decline the charge automatically if your payment method is no longer enrolled in the recurring payment agreement. Check your bank or payment provider's app to confirm that the Wasel recurring payment has been removed from your active subscriptions.

If you see a charge from Wasel after your cancellation date, contact your bank immediately and request a chargeback or reversal. Provide your bank with proof of your cancellation request (email or screenshot) and explain that you cancelled the subscription but were charged after the cancellation date. Your bank has a duty to investigate and can reverse the charge if your evidence is clear.

Refund eligibility and how to claim

Your eligibility for a refund depends on when you cancel relative to your next billing date and whether your cancellation is within the Consumer Protection Act 1999's 10-day cooling-off period.

When you can claim a refund

If you cancel within 10 days of purchase and have not actively used the premium features, you are entitled to a full refund under the Consumer Protection Act 1999. For cancellations after the 10-day window, you are only entitled to a refund if you are charged after your cancellation date. Wasel's terms do not currently specify a refund policy for regular cancellations (outside the 10-day period), which means any such refund is discretionary unless you escalate to a consumer protection authority.

Pro tip: If you are cancelling within 10 days of purchase, phrase your cancellation request explicitly as a cooling-off period cancellation: "I am exercising my right to cancel this subscription within the 10-day cooling-off period under the Consumer Protection Act 1999 and request a full refund."

How to request a refund

If you believe you are entitled to a refund, include the following in your cancellation email to [email protected]:

1. State the reason for your refund request (within 10 days, charged after cancellation, or defective service).
2. Provide proof: screenshot of your original purchase date, proof of payment, and confirmation of the charge you dispute.
3. Request a refund timeline: "Please process a refund to my original payment method within 7 days of this request."
4. Include your bank account or card details if Wasel requires them for the refund (but never share full card numbers via email; only share the last 4 digits).

Expect a refund to take 5 to 10 business days to appear in your account after Wasel processes it. If you do not see the refund within 10 business days, contact your bank to check whether the refund is pending on their end or has failed.

Common mistakes to avoid when cancelling Wasel

Cancellation mistakes can leave you stuck paying for a subscription you no longer want, and the emotional frustration of fighting a company for a refund you deserve is entirely real. Here are the traps Stopee sees users fall into repeatedly.

Mistake 1: only attempting in-app cancellation

Many users click a "Cancel" button in the app and assume the subscription has been cancelled. However, if the app does not show a written confirmation message or email, you have no proof of cancellation. Wasel's app may not provide a clear cancellation confirmation, which means the company can later claim the cancellation was never processed. Always use email as your backup method, even if you cancel in-app first.

Mistake 2: missing your billing date

Your next billing date is a hard deadline. If you cancel one day after your billing date, you have already been charged for the next cycle and you must then request a refund rather than simply cancelling. Save your next billing date to your phone calendar with a 3-day advance reminder so you have time to cancel before the charge occurs.

Mistake 3: not following up after phone or chat cancellations

Phone and live chat cancellations are easy to dispute because there is no written record. If you cancel via phone or chat, you must send an email confirmation request within 2 hours, referencing the call or chat time and agent name. Without this follow-up email, Wasel can claim your cancellation request was never logged in their system.

Mistake 4: not checking if the cancellation actually processed

After you submit your cancellation request, log back into your Wasel account 24 hours later and check your subscription status. If it still shows "Active" or "Subscribed," your cancellation did not go through. Email support again immediately and ask for an explanation. Do not wait until your next billing date to discover the cancellation failed.

Mistake 5: deleting evidence before the refund clears

Keep screenshots of your cancellation request, confirmation messages, and billing statements for at least 60 days after cancellation. If Wasel charges you again or disputes your cancellation, you will need this evidence to file a chargeback with your bank or escalate to KPDNHEP.

Checklist: before, during and after cancellation

Use this checklist to ensure you have covered every step and minimized your risk of lingering charges.

Reviews from users who cancelled Wasel

Real experiences from people who have cancelled Wasel reveal that the ambiguity of the cancellation process is the main frustration point. Here is what users report.

Success story (in-app + email combo): "I cancelled in the app first but did not get a confirmation email. I followed up immediately with [email protected], included my account details, and got a confirmation within 2 hours. No charge appeared the following month. Sending the email really made the difference."

Challenge story (no written confirmation): "I called support and the agent said my subscription was cancelled, but I was still charged a week later. Because I had only a phone call with no confirmation, support said they had no record of my cancellation. I had to escalate to my bank for a chargeback, which took 3 weeks. Never cancel Wasel by phone alone."

Refund win (consumer law reference): "I cancelled within 9 days of purchase and referenced the Consumer Protection Act 1999 in my email. Wasel processed a full refund within 5 days without any back-and-forth. Having the law on your side matters."

Comparison: should you keep or cancel Wasel

Use this comparison to clarify whether cancellation is the right call for your situation.

How to contact Wasel if cancellation fails

If your cancellation request is ignored, your account is still charged after cancellation, or Wasel refuses to acknowledge your legal rights, escalate using one of the following contacts.

Direct contact channels for Wasel

Email: [email protected] (English-language support, 24/7 queue, 3-5 day response typical)

Phone: +212 522 09 42 42 (24/7, English only, Moroccan number, may incur international charges)

Website contact form: https://wasel.my/ (select "Contact Us" and submit your issue directly; forward your case number to [email protected] for faster processing)

Pro tip: Always include your case or reference number in follow-up emails so Wasel can quickly identify your previous correspondence.

Escalation to consumer protection authorities

If Wasel does not respond within 14 days or refuses your cancellation request without explanation, file a formal complaint with one of Malaysia's consumer protection bodies.

Ministry of Domestic Trade and Cost of Living (KPDNHEP) - Email: [email protected] or call 1-800-886-800 (toll-free). Include your cancellation request email, proof of charges, and explanation of Wasel's non-compliance. KPDNHEP can issue a formal notice to Wasel requiring compliance.

Federation of Malaysian Consumers Associations (FOMCA) - Email: [email protected] or call 03-7957 7700. FOMCA advocates on your behalf and can escalate unresolved disputes to regulatory bodies. Membership is optional but strengthens your case.

Final steps to confirm your cancellation and protect yourself

Cancellation is not complete until you have verified it in writing and confirmed no future charge will occur. At Stopee, we have helped thousands of consumers cancel recurring subscriptions cleanly, and the difference between a smooth cancellation and a billing nightmare often comes down to one final verification step.

After you receive written confirmation of cancellation from Wasel, take the following actions: save a copy of the confirmation email to a dedicated folder on your computer, set a reminder in your phone calendar for 5 days after your expected billing date to check your bank statement, and monitor your payment method's subscription list via your bank app or payment provider's settings. If you used a credit or debit card, log into your card issuer's app and check that the Wasel recurring payment no longer appears in your active subscriptions. If you used Google Play or the App Store, review your subscription settings within those apps and confirm Wasel is listed as cancelled.

Your cancellation is only truly final when you have verified it three ways: written confirmation from Wasel, no pending charge on your payment method, and your subscription status showing as inactive or cancelled in your account. If any of these three checks fails, contact Wasel support again and escalate to KPDNHEP if needed. Stopee stands by your right to cancel any subscription you no longer want, and our guides have helped thousands of consumers in Malaysia and beyond take control of their recurring charges. Cancellation is your right, not a privilege Wasel grants. Claim it.