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Cancel Probiller: The Right Way
How to cancel Probiller and stop mystery charges on your card
What is Probiller and why you see it on your bank statement
You see a charge labelled "PROBILLER.COM" or "PROBILLER 855-232-9550" on your credit card or bank statement and have no memory of signing up for anything called Probiller. That confusion is completely normal. Probiller is not a standalone streaming service or membership platform with its own content. Instead, Probiller is a payment processing company that handles billing for hundreds of third-party subscription websites across entertainment, gaming, dating, and wellness categories.
What this means in practical terms: you did not pay Probiller directly. You paid for a service or membership through another website, and that website used Probiller as its payment processor in the background. The charge appears under Probiller's name on your statement because that is how the merchant's payment system reports it to your bank. This setup creates the biggest frustration for Malaysian consumers like you: the Probiller charge looks mysterious until you match the transaction date and amount to the actual subscription you joined.
How Probiller works for malaysian users
Probiller processes recurring charges for merchants worldwide, but the Malaysian experience has a few practical quirks. Most charges appear in generic statement formats with no local language support or FPX payment options that you might expect from a Malaysia-aware billing platform. The merchant you originally signed up with sets the pricing and subscription terms, not Probiller. Probiller simply collects and processes the payment on the merchant's behalf.
The real challenge: when you want to cancel, you may need to stop the subscription from two angles. First, you can try cancelling directly with the merchant website using links in your receipt email. If that does not work, you contact Probiller support by phone, email, or live chat to request they stop the recurring charge. Stopee understands this layered cancellation process and helps thousands of Malaysian consumers navigate services that use third-party payment processors like Probiller.
Why Probiller charges keep appearing even after you think you cancelled
Many Malaysian consumers report that they cancelled a subscription, received a confirmation email, and then another charge still hit their account weeks later. This happens because Probiller's terms state that recurring charges renew automatically at the end of each billing cycle unless you submit a cancellation request at least 24 to 48 hours before the next renewal date. If you cancel only a few hours before renewal, the charge may already be processing through the payment system.
Additionally, if you only cancelled on the merchant's website but the merchant never informed Probiller to stop billing, the charge continues. This is why Stopee recommends you confirm cancellation from both sides: once with the merchant, and once directly with Probiller customer support. That belt-and-braces approach removes ambiguity and gives you documented proof if a charge appears after cancellation.
Your consumer rights and how to protect yourself under malaysian law
Malaysian consumer law gives you strong protections when cancelling subscription services and recurring charges.
What the consumer protection act 1999 says about cancellations and refunds
Under the Consumer Protection Act 1999, you have the right to cancel any subscription or recurring charge service within 14 calendar days of purchase, provided you have not used the service significantly. This cooling-off period applies to online and distance contracts, which includes services billed through Probiller. You do not need to provide a reason; you simply notify the merchant or payment processor in writing (email is acceptable) within the 14-day window.
If Probiller or the merchant refuses to acknowledge your cancellation request or disputes a charge that you clearly cancelled, you can escalate to the Malaysian Ministry of Domestic Trade and Consumer Affairs (KPDNHEP) or the National Consumers' Complaints Centre (NCCC). Stopee has helped consumers file formal complaints with these authorities when a company ignores refund claims. The KPDNHEP can issue a directive to the merchant or payment processor to refund your money if they find in your favour.
What probiller's terms actually require from them
Probiller's own terms of service state that they must process cancellation requests from customers and stop recurring charges once a verified cancellation is received. They claim customer care agents are available 24/7 to handle cancellation requests. However, Stopee has documented cases where customers report slow response times, difficulty reaching support, or claims that cancellation requests were never received.
If Probiller does not stop a charge within a reasonable timeframe after you submit a cancellation request, you have grounds to dispute the charge with your bank and file a complaint with the KPDNHEP. The Act requires merchants and payment processors to respect consumer cancellation rights promptly and without obstruction.
How to cancel Probiller step by step
Follow this practical process to cancel your Probiller subscription and prevent future charges.
Gather your evidence before you cancel anything
Before you submit any cancellation request, take screenshots and notes so you have proof if support later denies receiving your request.
- Save your original receipt email from when you signed up (this usually contains a link to cancel or manage your subscription).
- Screenshot the current membership page or account dashboard from the service you are trying to cancel.
- Note the exact billing date from your last charge on your bank or credit card statement.
- Write down the exact amount charged (in RM) and the date it posted to your account.
- Record the name of the merchant or service you are actually paying for, not just "Probiller".
Pro tip: Take these screenshots today, even if you are not cancelling immediately. Companies sometimes update their websites or delete account pages, so having visual proof that the service existed and the charge was real protects you in a dispute later.
Cancel through the merchant website first
Your receipt email or account dashboard usually contains a link to manage or cancel your subscription directly with the merchant. This is the fastest cancellation path and often works immediately.
- Open your receipt email from the service you signed up for (not Probiller).
- Look for a link that says "Manage subscription", "Cancel membership", "Account settings", or "Billing".
- Click that link and log in to your account if prompted.
- Navigate to your subscription or billing section.
- Select the option to cancel, pause, or downgrade your membership.
- The system will usually ask you why you are cancelling and may offer a discount or pause option as an alternative. You can skip these or select them, but proceed to confirm cancellation.
- You should receive a cancellation confirmation email immediately or within a few minutes.
- Screenshot this confirmation email and save it with the other evidence you collected.
Warning: If the merchant website does not have a cancellation link, or if you cannot log in to your account, do not assume your subscription is cancelled. Proceed immediately to the next step and contact Probiller support directly.
Contact Probiller support directly by phone
If you cannot cancel through the merchant website, or if you want to ensure cancellation is confirmed at the payment processor level, contact Probiller support directly by phone.
- Call Probiller customer service at the phone number listed on your bank statement (usually 855-232-9550 for North American numbers; different regional numbers may apply).
- Have your receipt email, last four digits of your payment card, the amount of the charge, and the billing date ready when you call.
- Explain that you want to cancel the recurring subscription and stop all future charges.
- Provide your card details and transaction information so they can locate your account quickly.
- Ask the support agent to confirm on the call that your subscription has been cancelled and no further charges will be processed.
- Request a confirmation number or reference code for this cancellation request.
- Ask the agent to confirm the exact date the cancellation takes effect (usually immediately or within 24 hours).
- Write down the agent's name, the date and time of your call, and the confirmation code.
Pro tip: Call during business hours (not late evening) to reach an agent faster. If you reach an automated system, listen for an option to speak with a human representative or request a callback.
Cancel by email if phone support is unavailable
If you cannot reach Probiller by phone, send a cancellation email to their support address. Email creates a paper trail that protects you if disputes arise later.
- Find the support email address on Probiller's website (usually [email protected] or a similar address listed in their footer or contact page).
- Send an email with the subject line "Cancellation request for account ending in [last 4 digits of your card]".
- Include the following information in the body:
- Your full name as it appears on the payment card.
- The last four digits of the payment card used.
- The amount of the last charge (in RM) and the date it was processed.
- The name of the merchant or service you are cancelling (the actual service, not Probiller).
- Your clear request to cancel the recurring subscription and stop all future charges effective immediately.
- A request for written confirmation of cancellation and a reference code.
- Send the email from the email address associated with your account if possible.
- Save a copy of the email you sent and the confirmation response when it arrives.
Warning: Do not cancel your payment card immediately after submitting a cancellation request. If Probiller tries to process a charge and your card is closed, the charge may bounce back or be retried multiple times, creating confusion. Wait at least one billing cycle (usually 30 days) to confirm no new charge appears before you close the card.
Understanding refunds and when you get your money back
Refund timing depends on when you cancelled and whether the charge was part of a trial period or a full paid membership.
Refunds for trial periods that converted to paid plans
Many services offer a free or discounted trial (e.g., 7 days free, first month 50% off) with a requirement that you enter a payment card. When the trial ends, the service automatically charges your full subscription price unless you cancel. If you did not realise the trial was ending and a charge hit your card, you can often request a refund if you cancel within 14 days of the charge (under the Consumer Protection Act 1999).
Contact Probiller or the merchant and explain you did not intend to continue beyond the trial. Request a refund of the full charge. Many merchants will refund this automatically to keep customer goodwill. If they refuse, file a chargeback dispute with your bank.
Refunds for full paid subscriptions
If you paid for a full month, quarter, or year upfront and cancel partway through, most services use a pro-rata refund calculation. They refund the unused portion of your subscription. However, some services have a no-refund policy once the billing cycle begins. Check the merchant's refund policy, not just Probiller's.
Stopee recommends requesting a refund immediately when you cancel. Write to support: "I have cancelled my subscription. Please confirm the cancellation date and provide a refund calculation for any unused portion of my paid plan." Document their response.
How long refunds take to appear on your card
Once Probiller or the merchant approves a refund, it typically takes 3 to 5 business days for the money to reappear in your bank account or credit card statement. This is the standard banking processing time for international transactions. During this waiting period, do not panic if you do not see the refund immediately.
If more than 7 business days have passed since you requested a refund and the money has not appeared, contact your bank and ask them to investigate the refund status. Your bank can check the transaction history with Probiller and confirm whether the refund was actually sent.
Common mistakes that prevent successful cancellation
Many Malaysian consumers follow cancellation steps but make small errors that derail the process. Here are the mistakes Stopee sees most often, and how to avoid them.
Cancelling only on the merchant website and assuming Probiller knows
You cancel your subscription on the merchant's account page and receive a confirmation email. You think you are done. However, if the merchant fails to notify Probiller to stop billing, Probiller still processes the next charge automatically. The merchant website said "cancelled", but the payment processor was never told.
Fix: Always confirm cancellation directly with Probiller by phone or email. Do not rely solely on the merchant. Cancelling in both places takes an extra 15 minutes but eliminates this risk entirely.
Cancelling too close to the renewal date
You cancel your subscription on the 29th of the month when your next charge is scheduled for the 30th. The payment is already queued in Probiller's system and processes anyway. You get charged and then cancelled.
Fix: Cancel at least 48 hours before your renewal date. If your renewal is on the 15th, cancel by the 13th. This gives Probiller enough time to process your cancellation request before the automatic charge executes.
Not keeping proof of your cancellation request
You call Probiller support and cancel over the phone. The agent confirms cancellation. Two months later, another charge appears. You call back and Probiller says "we have no record of a cancellation request from you". You have no confirmation number, no email record, and no witness to the phone call.
Fix: Always get a confirmation number when you cancel by phone. Always send a follow-up email to Probiller after a phone cancellation: "This confirms our phone conversation on [date] with agent [name] regarding cancellation of my account ending in [card digits]. Reference number: [confirmation code]." Screenshot the email receipt showing it was delivered.
Closing your payment card without confirming cancellation first
You think you cancelled, so you close your credit card. Probiller tries to process the next charge, the charge fails, and Probiller retries the charge multiple times over several weeks. Each failed attempt may trigger an overdraft fee or fraud alert with your bank.
Fix: Wait at least 35 to 40 days after your last charge before closing the card. This covers a full billing cycle plus a few days of buffer. Confirm no new charge appears during this time. Only then close the card if you want to.
Not checking your bank statement after cancellation
You cancel and assume everything is done. You do not check your bank statement for three months. When you finally look, you see three more charges from Probiller. Now you have three unauthorised charges to dispute instead of catching one charge early.
Fix: Set a phone reminder to check your bank statement on the day your old subscription used to renew. This takes 30 seconds but catches a failed cancellation immediately instead of weeks later. If you see a charge you did not expect, dispute it with your bank within 60 days (the Malaysian banking dispute window).
What to do after you cancel
Cancellation does not end the moment you click "confirm". Follow these steps to fully protect yourself after the cancellation is processed.
Monitor your account for the next two billing cycles
Even after you cancel, watch your bank statement closely for the next 60 days. If the subscription renews on the 15th of each month, check your statement on the 15th and 20th of the following two months. You are looking for any unexpected charges from Probiller or the merchant.
If a charge appears after you cancelled, take a screenshot immediately and note the date. This charge is evidence that the cancellation did not work. Contact Probiller or your bank right away instead of waiting to see if it resolves on its own.
Dispute the charge with your bank if it reappears
If Probiller charges your card again after you cancelled and requested no more charges, do not contact Probiller a second time. Instead, contact your bank or credit card issuer directly and file a dispute. Explain that you cancelled the subscription and Probiller charged you anyway without authorisation.
Your bank will typically reverse the charge and open an investigation. The merchant or Probiller will need to provide proof of your authorisation to charge you, which they cannot do because you cancelled. Most disputes are resolved in your favour within 30 to 45 days.
Keep your cancellation records for one year
Save your cancellation confirmation email, screenshot of the cancelled account page, and any confirmation numbers or reference codes from your phone call. Keep these files for at least 12 months. If Probiller or the merchant disputes your cancellation later or tries to claim payment was authorised, you have instant proof that you cancelled and when.
Stopee recommends storing these files in a dedicated folder on your computer or in cloud storage (Google Drive, OneDrive) so they are backed up and easy to find later.
Pricing table and billing information
Probiller does not set subscription prices; the merchant does. However, here is what you typically see on Malaysian bank statements when billed through Probiller.
| Billing element | What you see on your statement | Notes |
|---|---|---|
| Merchant name | Generic (e.g., "PROBILLER.COM" or "PROBILLER 855-232-9550") | No local merchant name visible; confusing for Malaysian users |
| Charge frequency | Monthly, quarterly, or annual (set by merchant) | Recurring charge until you cancel |
| Amount in RM | Varies by merchant and subscription tier | Foreign exchange applied if subscription is in USD; your bank rate may differ from the merchant's quoted rate |
| Cancellation cost | No cancellation fee | Stopee confirms: Malaysian law prohibits hidden cancellation fees. Any fee must be disclosed upfront. |
| Support availability | 24/7 (claimed by Probiller) | Phone, email, and live chat available, though response times vary |
| Dispute contact | Your bank's dispute department or KPDNHEP | Use if Probiller ignores your cancellation request or processes charges after cancellation |
When you should keep your Probiller subscription vs. when to cancel
Not every subscription deserves cancellation. Here is how to decide whether to keep or cancel.
Reasons to keep your subscription
- You actively use the service multiple times per week and find genuine value.
- The content, tool, or membership aligns with your goals (e.g., fitness, learning, entertainment).
- The cost is sustainable within your monthly budget without stress.
- You would sign up again if it ended, rather than feeling relieved.
Reasons to cancel your subscription
- You have not used the service in over a month.
- You signed up during a trial and forgot the trial was converting to a paid plan.
- You no longer remember what you are paying for every month.
- The charge feels like a surprise or leak in your budget.
- You used it once and assumed it was a one-time purchase, not recurring.
- The merchant or Probiller is difficult to contact or ignore cancellation requests.
- You can use a cheaper or free alternative instead.
Stopee has helped thousands of Malaysian consumers audit their subscriptions and cancel services they no longer use. The average Malaysian consumer cancels 2 to 3 unnecessary subscriptions per year once they realise how much money is being drained by forgotten services.
Quick cancellation checklist
Use this checklist to ensure you have completed every step before considering your Probiller subscription fully cancelled.
| Step | Task | Status |
|---|---|---|
| 1 | Save receipt email and take screenshots of your account | Completed / Pending |
| 2 | Note the exact billing date and amount from your last charge | Completed / Pending |
| 3 | Cancel through the merchant website using the receipt link | Completed / Pending |
| 4 | Contact Probiller by phone and request cancellation | Completed / Pending |
| 5 | Record the support agent's name and confirmation code | Completed / Pending |
| 6 | Send a follow-up email to Probiller confirming the phone cancellation | Completed / Pending |
| 7 | Check your bank statement on the old renewal date (in 30 days) for any new charges | Completed / Pending |
| 8 | If a charge reappears, dispute it with your bank immediately | Completed / Pending / Not needed |
Contact information for Probiller and malaysian consumer authorities
If Probiller does not respond to your cancellation request or refuses to refund a disputed charge, use these contact details to escalate your complaint.
Probiller customer support channels
- Phone: 855-232-9550 (North American number; check your statement for regional alternatives)
- Email: [email protected] (or contact address listed on your receipt)
- Website: Visit the merchant website where you originally signed up; Probiller links are usually in the footer under "Billing support" or "Payment help"
- Availability: Probiller claims 24/7 customer service, but response times vary depending on call volume
Malaysian consumer protection authorities
If Probiller or the merchant ignores your cancellation request or refuses to process a refund after 14 days, file a formal complaint with the Malaysian government.
- Ministry of Domestic Trade and Consumer Affairs (KPDNHEP): www.kpdnhep.gov.my - File complaints online or by mail. KPDNHEP investigates breaches of the Consumer Protection Act 1999 and can order refunds.
- National Consumers' Complaints Centre (NCCC): www.nccc.org.my or call 1800-80-2020 - A free service that helps resolve consumer disputes without going to court. NCCC mediates between you and the merchant or payment processor.
- Bank Negara Malaysia (BNM) - Financial Consumer Bureau: www.bnm.gov.my/consumer - File complaints about payment processors and billing disputes.
- Your bank's disputes department: Contact your credit card issuer or bank directly to file a chargeback for unauthorised charges. Most banks process disputes within 30 to 45 days.
Provide these authorities with copies of your cancellation requests, confirmation emails, and the charges that appeared after cancellation. Malaysian consumer law is on your side, and these authorities have the power to order Probiller and the merchant to refund your money.
Final thoughts: take control of your Probiller charges today
A mystery charge on your bank statement is frustrating, and the fact that it comes from a payment processor you have never heard of makes it worse. However, you now understand that Probiller is simply the middleman handling the billing. The real service you paid for is elsewhere, and the solution is clear: cancel on both sides, confirm in writing, and monitor your account to ensure the charge stops.
Do not wait for another unwanted charge to arrive. Follow the step-by-step process in this guide today. Cancel through the merchant website, contact Probiller directly by phone or email, and save your confirmation records. Stopee has helped thousands of consumers cancel subscriptions processed by Probiller and reclaim thousands of ringgit in refunds and disputed charges. The same clarity and control are available to you right now. Take action, protect your money, and stop letting forgotten subscriptions drain your account.