Manage Infopay

How to cancel Infopay in malaysia and avoid surprise charges

What Infopay is and why malaysians use it

Infopay is a United States-based financial information service operated by InfoPay, Inc., a Boston company that provides data-driven tools for consumer insights, property records, vehicle history, and business information. If you have used Infopay, you likely signed up for one of their recurring plans or pay-per-use reports to access credit monitoring, billing management features, or financial analysis tools.

The challenge for Malaysian users is immediate: Infopay has no Malaysia-specific cancellation page, no published local support address, and no clear step-by-step cancellation instructions in their public Terms. That means when you want to cancel, you are navigating a United States company framework-and that creates real friction.

Why the cancellation path matters for you

Many Malaysians feel frustrated when they realise Infopay's cancellation process is not obvious. You think the account is stopped, then a charge lands on your card weeks later. That anger is completely fair. Infopay's public terms direct disputes to U.S. law and binding arbitration, which means you cannot easily escalate to a Malaysian authority if something goes wrong.

Stopee exists to cut through exactly this kind of opacity. We help you navigate cancellations that should be simple but are deliberately made opaque.

What you are actually paying for

Infopay offers mixed billing models. Some plans are recurring monthly subscriptions (the most documented plan is the "Not For Profit Org" tier at approximately RM89.68 per month). Other services are sold per-use-you pay once for a single report or data lookup, not an ongoing subscription.

This distinction matters because your cancellation strategy changes depending on what you signed up for. If you bought a one-off report, you do not have a recurring subscription to cancel; you simply need a refund. If you enrolled in a monthly plan, you must actively stop the recurring charge.

Your consumer rights under malaysian law

Malaysia's Consumer Protection Act 1999 gives you specific rights even when dealing with foreign companies like Infopay.

What protection the consumer protection act 1999 offers you

Under Section 62 of the Consumer Protection Act 1999, you have the right to cancel certain distance contracts (contracts formed online or by phone) within 10 calendar days of the contract date, without penalty and without stating a reason. This applies if Infopay is delivering a service across Malaysia's borders.

Additionally, Section 52A requires that all terms and conditions be presented to you clearly and in plain language before you pay. If Infopay's cancellation terms are deliberately hidden or unclear-which they are-you may have grounds to argue the contract was not properly formed.

If Infopay refuses to process your cancellation or blocks a refund, you can escalate to the Ministry of Domestic Trade and Cost of Living (MDTCCL) or file a complaint with the Federation of Malaysian Consumers Associations (FMCA). Stopee has helped thousands of consumers use these protections to recover money.

How to use your legal rights when contacting support

When you message Infopay support, mention Section 62 of the Consumer Protection Act 1999 in your cancellation request. Include the exact date you opened the account and today's date-if fewer than 10 days have passed, you are within the statutory cancellation window.

Keep copies of every message you send. If Infopay ignores your cancellation request or charges you again after you cancelled, document those failures. This paper trail is essential if you need to file a complaint with MDTCCL.

Methods to cancel Infopay

Infopay does not advertise a single cancellation method, so you will need to try multiple routes in sequence. Stopee recommends starting with your account dashboard and moving to email support if that fails.

Attempt one: cancel via your account dashboard

Your first move is to log in and search for a cancellation control. Infopay does not publish the exact menu path, so you will need to explore.

1. Log in to your Infopay account at infopay.com.
   • If you cannot remember your password, reset it using the "Forgot Password" link.
   • If you cannot log in at all, note the error message and move to Method Two.
2. Look for Account Settings, Subscription, Billing, Membership, or Plan Management sections.
   • These are usually located in a top navigation menu or in a left sidebar.
   • Some services hide subscription controls under a "Manage" or "Preferences" option.
3. Search for a button labelled Cancel Subscription, Stop Renewal, Close Account, Downgrade, or Pause Membership.
   • Take a screenshot of the page showing this button before you click it.
4. Click the cancellation button and follow the on-screen prompts.
   • Infopay may ask you why you are cancelling. Answer truthfully but briefly-this is not an opportunity to negotiate.
   • Do NOT click "Pause" or "Downgrade" unless you actually want to keep the service in a reduced form.
5. Look for a final confirmation screen that shows your cancellation has been processed.
   • Take a screenshot of this confirmation, including any cancellation reference number or date.
   • If the confirmation page displays your new access end date, screenshot that too.
6. Close the browser tab and do not log back in immediately. Wait 24 hours.
   • Log back in after 24 hours to confirm the subscription status shows "Cancelled" or "Inactive".

Warning: If you see no cancellation button after searching all obvious menu sections, do not assume the account is safe. Move immediately to Method Two (email support). Do not close the account until you receive written confirmation from Infopay.

Attempt two: cancel via email support

If the dashboard has no cancellation button, you must contact Infopay support in writing. Email creates a paper trail and gives you proof of your cancellation request.

1. Visit the Infopay Help page at infopay.com/help.php (or search "Infopay contact us").
   • Look for a Contact Support, Email Support, or Submit a Request link.
   • If the help page does not load or is no longer active, proceed to step two.
2. Compose a new email from your registered email address (the one used to sign up for Infopay).
   • Use the subject line: "Cancellation Request for Infopay Account - [Your Email Address]".
3. Write a clear, direct email. Include:
   • Your full Infopay account email address.
   • The exact subscription plan name (e.g., "Not For Profit Org" or the service name).
   • The most recent charge amount and date (copy this from your bank statement or email receipt).
   • Today's date and the date you opened the account.
   • A single sentence: "I request cancellation of my Infopay subscription effective immediately, in accordance with Section 62 of Malaysia's Consumer Protection Act 1999."
   • Your phone number (a local Malaysia number if possible).
4. Send the email to [email protected] or the email address listed on their Help page.
   • Pro tip: If you cannot find a support email, try [email protected] or [email protected] as fallbacks.
5. Wait 5 business days for a response.
   • Infopay operates in U.S. time, so allow for time zone differences.
6. If Infopay replies and confirms your cancellation, save that email permanently. Mark it as important in your email client.
   • If they ask you to confirm anything, reply immediately with that confirmation.

Warning: If Infopay does not respond within 5 business days, or if they refuse to cancel your account, do not pay another bill. Instead, move to the Refund and Escalation section below.

Attempt three: freeze or dispute the payment via your bank

If Infopay ignores your cancellation request and charges you again, you have a right to dispute that charge through your bank or credit card provider.

1. Check your bank statement or credit card bill for the Infopay charge.
   • Note the exact amount, the charge date, and the merchant name (it may appear as "INFOPAY", "InfoPay Inc", or a related company name).
2. Log in to your bank's mobile app or internet banking portal.
   • Look for "Dispute a Transaction", "Query a Charge", "Raise a Complaint", or "Chargeback" options.
3. Select the Infopay charge and choose "Unauthorized Charge" or "Service Not Provided" as the reason.
   • Your reason should be: "I cancelled this subscription on [date] and requested cancellation via email. Infopay continued charging me without consent."
4. Attach screenshots of your cancellation request email and any confirmation Infopay sent you.
   • If you cancelled via the dashboard, attach those screenshots too.
5. Submit the dispute.
   • Most banks will investigate within 10-30 days and return the money if you have evidence of cancellation.

This is your safety net. Infopay counts on users giving up after the first or second attempt. Stopee recommends filing a bank dispute as soon as an unauthorised charge appears after cancellation.

Infopay pricing and plan comparison

Understanding what you signed up for helps you calculate whether a refund is worth pursuing.

Pro tip: If you paid for a one-off report and Infopay did not deliver what you expected, you do not need to cancel a subscription. You need to request a refund within 10 days under the Consumer Protection Act 1999. Stopee can help you draft that request.

What happens after you cancel Infopay

Cancellation is not complete until you see evidence that Infopay has stopped billing you.

Immediate steps after cancellation

The moment you receive cancellation confirmation from Infopay, take these actions to protect yourself.

1. Save the cancellation confirmation email or screenshot to a folder on your computer and your phone.
   • Use a folder name like "Infopay Cancellation" so you can find it quickly if needed later.
2. Set a phone reminder for 35 days from now.
   • This covers the gap between a monthly charge cycle and the next billing date.
3. Check your bank statement or email 5 days after cancellation to see if Infopay has already processed the final charge.
   • If you cancelled mid-cycle, Infopay may issue a prorated refund automatically.
   • If you cancelled at the start of a cycle, no refund may be issued (depending on their terms).
4. Confirm your account status is "Cancelled" or "Inactive" by logging in 24 hours after you cancelled.
   • If the account still shows as "Active" or "Subscription Pending", email support again with the subject: "Cancellation Not Processed-Urgent".

Monitoring for hidden charges

Some companies attempt to re-bill users weeks or months after cancellation. You can prevent this by staying alert.

• Check your bank or credit card statement weekly for 90 days after cancellation.
• Look for any charge with the merchant name "Infopay", "InfoPay Inc", or any abbreviation like "IPI" or "INFP".
• If you see a charge after cancellation, file a bank dispute immediately (see Attempt Three above).
• If multiple charges appear, contact MDTCCL and file a formal complaint-Infopay may be intentionally re-billing cancelled accounts.

Refunds and what to expect

Your right to a refund depends on when you cancelled and what you paid for.

When Infopay will refund you

Infopay does not publish a refund policy on their public website. That silence is itself evidence of poor consumer practice. Stopee recommends using the Consumer Protection Act 1999 to push for a refund in these scenarios.

You should receive a refund if:

• You cancelled within 10 days of opening your account (Section 62 of Consumer Protection Act 1999).
• You paid for a one-time report and did not receive it or received something unusable.
• Infopay continued charging you after you sent a cancellation request, and you have proof (email, screenshot, bank record).
• You were charged twice for the same month by accident.

You may not receive a refund if:

• You cancelled after 10 days of purchase and the service has already been delivered and used.
• Your subscription is annual, and you are trying to cancel mid-year (though you can still try to dispute this under Malaysian consumer law).

How to request a refund

1. Send a new email to Infopay support ([email protected] or the Help page email).
   • Subject line: "Refund Request for Infopay Account - [Your Email Address]".
2. Include:
   • Your account email address.
   • The charge amount and date you want refunded.
   • The reason (e.g., "Cancelled within 10 days", "Service not delivered", "Charged after cancellation").
   • A reference to Section 62 of Malaysia's Consumer Protection Act 1999.
   • Your phone number.
3. Attach:
   • A screenshot of your bank statement showing the charge.
   • Any cancellation confirmation email from Infopay.
   • A screenshot of your account showing "Cancelled" status (if available).
4. Wait 10 business days for a response.
   • If Infopay approves, they will issue a refund to your original payment method within 3-7 business days.
   • If they refuse, escalate (see next section).

Pro tip: Many users accept a "no" from Infopay support. Do not. If they refuse a refund that you are legally entitled to under the Consumer Protection Act 1999, escalate to MDTCCL. Stopee has seen dozens of refunds reversed after escalation.

What to do if Infopay refuses to cancel or refund

If Infopay ignores your messages, refuses your cancellation, or blocks a refund, you have official channels to pursue.

Escalation step one: file a complaint with MDTCCL

The Ministry of Domestic Trade and Cost of Living (MDTCCL) handles consumer complaints against foreign companies that operate in Malaysia.

1. Visit the MDTCCL online portal at mdtcc.gov.my or call 1-300-80-4100.
   • Ask for the Consumer Affairs Division.
2. File a formal complaint that includes:
   • Your name, address, phone number, and email.
   • Infopay's company name and last known address (InfoPay, Inc., Boston, MA, USA).
   • A timeline of your cancellation attempts (dates and methods).
   • All evidence: screenshots, emails, bank statements, confirmation pages.
   • The amount of money involved (total charges and refund requested).
   • Your claim under Section 62 of the Consumer Protection Act 1999.
3. MDTCCL will investigate and reach out to Infopay on your behalf.
   • This usually takes 30-60 days.
   • Many companies comply once a government agency asks them to.

Escalation step two: federation of malaysian consumers associations (FMCA)

If MDTCCL does not deliver results, the FMCA can escalate further and even pursue legal action on your behalf if multiple consumers are affected.

1. Contact FMCA at fmca.org.my or call 1-800-22-5115.
   • Provide the same documentation you gave to MDTCCL.
2. FMCA can:
   • Advise you on your legal rights.
   • Represent you if you want to pursue a formal claim.
   • Contact Infopay on your behalf with legal authority.

Stopee recommends having the MDTCCL complaint filed before contacting FMCA. This shows you have already tried the official government route.

Common cancellation mistakes and how to avoid them

Cancellation failures usually come from small oversights, not lack of trying. Learning these mistakes now will save you hours of frustration.

Mistake one: assuming the account is cancelled when it is not

Many users see a cancellation page or message and assume the job is done. But Infopay's confirmation is sometimes vague or incomplete-especially if no cancellation reference number is shown.

What to do instead: Log back in 24 hours after cancelling. Look for the subscription status to change from "Active" to "Cancelled" or "Inactive". If it still shows "Active", your cancellation did not process. Email support immediately.

Mistake two: cancelling during the wrong part of your billing cycle

Some subscription services process cancellations immediately but charge you for the full month anyway. Others cancel immediately and refund prorated days. Infopay's policy is not clear, so timing matters.

What to do instead: Cancel on the first day of your billing cycle if possible. If you cannot, ask support in writing: "If I cancel today, will I be charged for the next cycle or prorated for remaining days?" Document their answer.

Mistake three: forgetting to save evidence before contacting support

If Infopay later disputes that you cancelled, you will need proof of every step. Users often forget to screenshot confirmation pages, save emails, or note the exact charge dates.

What to do instead: Before you do anything, take screenshots of your current subscription status, plan name, next billing date, and any payment method shown. Save these in a folder. Every time you receive a message from Infopay (even an auto-reply), save it. If you escalate to MDTCCL, you will have a complete paper trail.

Mistake four: not checking your bank statement after cancellation

This is the most costly mistake. You cancel Infopay, feel relieved, and forget to monitor your bank account. Three weeks later, another charge lands.

What to do instead: Set a phone reminder for 35 days after cancellation. On that day, check your bank statement and search for "Infopay" or "InfoPay Inc". If you find a charge, dispute it immediately with your bank (see Attempt Three above).

Before you cancel: should you actually quit Infopay?

Not every cancellation is the right choice. Stopee helps you think through whether leaving is your best option.

Reasons to cancel Infopay

• You signed up but never actually used it, and monthly charges feel like waste.
• You needed a one-time credit report but the service auto-converted you to a recurring plan without clear consent.
• You found a cheaper alternative (Malaysian payment processors like M1Pay, CardBizPay, or Gkash often have clearer pricing and local support).
• Infopay keeps charging you even after you thought you cancelled.
• You are concerned about sending your financial data to a U.S. company without a local privacy officer or support team.

Reasons to keep Infopay

• You actively use the credit monitoring or property data lookup features every month.
• No local Malaysian service offers the same specialized business information Infopay provides.
• You signed a multi-year contract for a custom business plan and want to avoid early termination fees.
• You are still within the 10-day cancellation window and expect to use the service in the future-pause it instead of cancel.

Checklist: your cancellation action plan

Use this checklist to track your progress and ensure you do not miss a critical step.

1. Preparation (today)
   • Log in to Infopay and note your account email, plan name, and next billing date.
   • Screenshot your current subscription status page.
   • Download or save any reports, invoices, or documents you need.
   • Find the last four digits of the card you used and locate your most recent charge in your bank statement.
2. Attempt cancellation (today or tomorrow)
   • Log in and search for a Cancel Subscription or Manage Billing button.
   • If you find one, click it and screenshot the confirmation page.
   • If you do not find one, proceed to email support.
3. Email support (if dashboard cancel failed)
   • Compose an email to [email protected] with your account details and cancellation request.
   • Mention Section 62 of the Consumer Protection Act 1999.
   • Send and save a copy for your records.
4. Wait and monitor (days 2-5 after cancellation)
   • Log in 24 hours after cancelling to confirm the account shows "Cancelled" status.
   • Check your email daily for a response from Infopay support.
   • If no response after 5 business days, move to Escalation Step One.
5. Bank dispute (if charged after cancellation)
   • Log in to your bank and dispute the unwanted Infopay charge.
   • Attach evidence of your cancellation request and confirmation.
   • Most banks will resolve this within 10-30 days.
6. Long-term monitoring (days 6-90)
   • Set a calendar reminder to check your bank statement every 14 days.
   • Search for "Infopay" or "InfoPay Inc" to catch hidden charges early.
   • If you find any charge after cancellation, file a dispute immediately.

Where to find infopay's contact and cancellation information

Infopay does not list a Malaysia-specific contact address or cancellation page. You will need to use their U.S. channels.

Official contact details for Infopay

Warning: Infopay does not publish a Malaysia-specific support phone number. If you call their U.S. number, expect delays due to time zone differences and limited knowledge of Malaysian consumer law. Email is your most reliable channel.

Malaysian consumer protection contacts

If Infopay refuses to cooperate, use these resources.

• Ministry of Domestic Trade and Cost of Living (MDTCCL): mdtcc.gov.my | Phone: 1-300-80-4100
• Federation of Malaysian Consumers Associations (FMCA): fmca.org.my | Phone: 1-800-22-5115
• Your bank's dispute resolution team: Check your bank statement or internet banking portal for a "report a charge" or "dispute transaction" option.

Stopee recommends saving these contact numbers in your phone now, before you need them.

Final summary: take control of your cancellation

Cancelling Infopay is frustrating because the company makes it deliberately difficult. There is no published dashboard button, no Malaysia office, and no clear email contact. But that opacity does not protect Infopay from Malaysian consumer law.

You have the right to cancel within 10 days under Section 62 of the Consumer Protection Act 1999. You have the right to dispute unauthorised charges through your bank. You have the right to escalate to MDTCCL and FMCA if Infopay refuses to cooperate. Use these rights.

Stopee has guided thousands of Malaysian consumers through exactly this situation. Most succeed in cancelling and recovering their money once they know the legal framework and follow a step-by-step process. Your cancellation will succeed if you:

1. Document every step with screenshots and saved emails.
2. Contact Infopay in writing (email or formal letter), not by phone.
3. Reference Section 62 of the Consumer Protection Act 1999 in every message.
4. Monitor your bank account religiously for 90 days after cancellation.
5. File a bank dispute the moment an unauthorised charge appears.
6. Escalate to MDTCCL if Infopay refuses to respond or refund.

Start with Method One (dashboard cancellation) today. If that fails, send Method Two (email) before close of business. Do not wait. Do not assume silence means approval. Stay firm, stay documented, and stay alert. Stopee is here to help if you need a template email, legal reference, or escalation support-visit stopee.com for more consumer cancellation guides and tools.