Manage Cornerstone

How to cancel Cornerstone and avoid unwanted charges before they renew

What Cornerstone is and why you might need to cancel

Cornerstone is an enterprise software platform that companies use to manage learning, talent development, recruiting, and employee performance across their workforce. If you are subscribed through your employer or have purchased it directly, understanding how to cancel before your renewal date is essential to stop unwanted charges.

Cornerstone as a talent management platform

The platform, known globally as Cornerstone OnDemand, helps organisations train staff, assign compliance courses, track completion rates, and manage employee development all in one system. In Malaysia, the service is managed through an EzFlow billing interface, and most users interact with it through account settings rather than a dedicated mobile app.

The support portal for Cornerstone is available at the official help centre, though public cancellation guidance is not always clear. This is where Stopee steps in: we help you navigate the exact steps to cancel before charges renew, so you keep control of your subscription.

What you are actually paying for

Most Cornerstone customers are not paying a flat monthly fee. Instead, you are paying for individual modules or a bundled suite, priced per employee per month. Third-party estimates for 2026 place module costs between RM 25-RM 55 per employee per month, depending on which tools your organisation uses.

For a 500-person company, that translates into a yearly commitment ranging from RM 150,000 to RM 330,000. Accidental renewals or forgotten cancellations can therefore represent significant unexpected expenses. Stopee recommends checking your exact module count and employee base before cancelling, so you understand the full scope of your commitment.

How Cornerstone subscriptions work in malaysia

Cornerstone operates on automatic renewal. Your subscription renews at the end of each billing period (monthly or annual) unless you actively cancel beforehand. The charge is applied at your current subscription price, and if you miss the cancellation window, you are locked into another full billing cycle.

A 7-day free trial is offered for new Growth plan subscribers, but it requires a valid payment method at signup. Many users assume deleting the app stops billing; it does not. Cancellation must happen inside your account settings before the trial or current period ends.

Your consumer rights and what malaysian law protects

What the consumer protection act 1999 covers

Malaysia's Consumer Protection Act 1999 gives you specific rights when cancelling subscription services. The Act requires suppliers to provide clear cancellation terms before you subscribe, and it protects you against unfair contract terms.

If Cornerstone's cancellation process is deliberately hidden, the cancellation fee is unconscionable, or the terms were not clearly disclosed at purchase, you have grounds to file a complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA). Stopee advises documenting every step of your cancellation attempt so you have evidence if escalation becomes necessary.

Right to cancel within a cooling-off period

Under the Consumer Protection Act 1999, you have the right to cancel distance contracts (including online subscriptions) within a reasonable cooling-off period, typically 10 days from purchase. If Cornerstone does not honour a cancellation request within that window or charges you after you have cancelled, you can lodge a formal complaint with MDTCA.

Keep copies of all cancellation confirmations, emails, and screenshots. If the company refuses to refund you after cancellation, contact the Federation of Malaysian Consumers Associations (FMCA) or MDTCA directly. Stopee has helped thousands of consumers escalate disputes successfully by providing this exact documentation.

Methods to cancel Cornerstone: web account and billing options

Cancel through your EzFlow web account

The primary cancellation path for Cornerstone in Malaysia runs through your account's billing settings. This is the most direct and fastest method if you have access to the account owner login credentials.

1. Log in to your Cornerstone account at the web portal or through EzFlow (ezflow.my)
   • Use the email address and password associated with your billing account
   • If you are an employee or user without billing access, ask your administrator to complete these steps
2. Navigate to Settings from the main menu
   • Look for the gear icon or account options in the top-right corner
3. Select Subscription from the Settings submenu
   • You should see your current plan, billing date, and renewal amount
4. Click Cancel Plan
   • The system will ask you to confirm and may offer a retention discount; decline if you intend to cancel fully
5. Review the cancellation summary
   • Confirm that your cancellation takes effect at the end of the current billing period, not immediately
   • Note the final charge date and any prorated refund details
6. Receive a cancellation confirmation email
   • Save this email and any reference number provided
   • If you do not receive a confirmation within 24 hours, contact support immediately

Cancel through your organisation's billing contact

If Cornerstone is subscribed under your company's enterprise account, you may not have direct cancellation access. In this case, the billing administrator or finance team controls the cancellation process.

1. Identify who manages your Cornerstone subscription (usually IT, HR, or Finance)
   • Check your original purchase emails or ask your IT department
2. Request written confirmation of the current renewal date and contract end date
   • Ask for the monthly cost per employee and total annual commitment
3. Submit a formal cancellation request in writing (email is acceptable)
   • Include the account email, organisation name, and effective cancellation date
   • Request written confirmation of cancellation within 48 hours
4. Follow up if you do not receive confirmation
   • Escalate to your finance director or CFO if the primary contact delays
5. Verify cancellation through the account portal after 48 hours
   • Log in and confirm the subscription status shows "Cancelled" or "No Active Plan"

Critical steps to take before you cancel Cornerstone

Protect your data before access ends

Once you cancel Cornerstone, your access to stored data, reports, and learning records will end at the termination date. You must export or back up any information you need before the cancellation takes effect.

1. Log in to your account and go to Reports or Data Export (exact location varies by module)
   • Generate reports for learning completion, employee records, or recruiting pipelines
   • Download these as PDF or CSV files to your computer or secure cloud storage
2. Export user data and training records
   • Most modules allow bulk export; check Settings for a "Download User Data" or "Export" button
3. Screenshot your dashboard, active learners, and any custom workflows
   • These images serve as documentation of what you are losing and may help if you dispute a charge later
4. Notify your team of the cancellation date
   • Employees or managers relying on the platform need time to transition to alternative tools

Confirm your renewal date and billing timing

Warning: Cancellations submitted after your renewal date has passed will not prevent the next charge. You must cancel before the date shown on your billing page.

1. Open your Subscription page in your Cornerstone account
2. Locate the field labeled Next Renewal Date, Billing Date, or Next Charge Date
3. Write this date down and set a phone reminder for 2-3 days before
4. If the renewal is within 5 days, cancel immediately to avoid processing delays
5. Take a screenshot of the entire subscription page for your records

Understanding refunds, prorations, and what you are owed

When Cornerstone refunds unused time

Cornerstone's refund policy depends on whether you cancel mid-cycle or at the renewal boundary. If your plan renews monthly and you cancel on day 15 of a 30-day cycle, you may be eligible for a prorated refund covering the unused 15 days.

However, Stopee warns that prorated refunds are not automatic. You must request them in writing if you cancel after your billing date but before the end of your billing period. Include the cancellation date, original billing amount, and number of unused days in your request.

Refund timelines and payment processing

Refunds are returned to your original payment method (credit card, debit card, or bank transfer). If you do not see the refund within 15 business days, contact your bank and ask them to trace the transaction. Keep your cancellation confirmation email so you can provide a reference number to your bank.

What happens after you cancel Cornerstone

Access, data, and system continuity

Cancellation can feel abrupt, especially in a team environment where people rely on Cornerstone daily. Here is what actually happens after your cancellation takes effect.

Your team's access ends on the termination date specified in your cancellation confirmation. Reports stop generating, and learning records become read-only. If your organisation needs to retrieve data after this date, it becomes significantly more difficult and may require contacting Cornerstone support directly, which Stopee advises against unless absolutely necessary because response times are slow.

Stopping auto-renewal after cancellation

Cancellation stops the automatic renewal, but you should verify this within 3-5 days by logging back into your account and checking that the subscription status shows "Cancelled" or "No Active Plan". If the status still shows "Active" or displays a new renewal date, contact support immediately with your cancellation confirmation reference number.

If you are charged after cancellation

If Cornerstone charges you again after you have cancelled, this is a billing error and you have strong consumer protections under Malaysia's Consumer Protection Act 1999.

1. Do not ignore the charge; contact your bank or credit card issuer immediately
2. Dispute the charge using your bank's dispute process (usually called a "chargeback")
3. Provide your cancellation confirmation email and the date you cancelled as evidence
4. File a formal complaint with MDTCA at mdtca.gov.my if the charge is not reversed within 30 days

Stopee recommends keeping all cancellation documentation for at least 12 months for this exact reason.

Common mistakes when cancelling Cornerstone

Mistakes that leave you exposed to extra charges

Cancelling a subscription should be straightforward, but small oversights can trap you into another billing cycle or prevent refunds. Here are the errors we see most often.

Mistake 1: Deleting the app instead of cancelling the subscription. Uninstalling the Cornerstone app from your phone or computer does nothing to stop renewal. The subscription lives in your account settings, not on your device. You must cancel through the web account portal.

Mistake 2: Cancelling after the renewal date has passed. If your renewal date is 15 January and you cancel on 16 January, you have already been charged for the next cycle. You are now locked in until you cancel again before the new renewal date arrives (usually 28 February if billing is monthly). Always cancel 2-3 days early.

Mistake 3: Not saving your cancellation confirmation. If support later claims they have no record of your cancellation, your confirmation email is your only proof. Stopee advises taking a screenshot of the confirmation page as well as saving the email.

Mistake 4: Assuming a "cancel" button you click is final. Cornerstone often shows a retention offer or asks you to confirm multiple times. Each step is intentional friction designed to make you hesitate. Click through to the actual confirmation page and wait for the email before assuming the cancellation is complete.

Mistake 5: Not exporting data before the termination date. Once your access ends, retrieving old reports or user data becomes nearly impossible without paying for a data recovery service. Export everything 1-2 weeks before your cancellation takes effect.

When to keep Cornerstone and when to cancel

Reasons to cancel Cornerstone

Reasons to keep Cornerstone

Before cancelling, consider whether Cornerstone is actually solving a problem for your organisation. If your team is actively using the learning modules, tracking compliance training, or managing recruitment workflows, the cost may be justified. Stopping mid-year can disrupt training schedules and make it harder to resume later.

However, if you are paying for modules your team does not use, contact Cornerstone support to request a downgrade rather than full cancellation. Many enterprise customers can reduce their fees by removing unused modules, which is often cheaper than switching providers entirely.

Pricing breakdown and what you should expect to pay

These are third-party estimates for 2026. Cornerstone does not publish exact pricing on its website; costs are negotiated during sales discussions. Your actual price may be higher or lower depending on contract terms, company size, and how long you commit. Always ask for an itemised quote before signing.

After cancellation: what to do next and how to transition smoothly

Notifying your team and stakeholders

If Cornerstone was used across your organisation, your employees, managers, and HR team need notice before access disappears.

1. Send a company-wide email 2-3 weeks before the termination date
   • Explain why you are cancelling and what the new plan is
   • Provide clear instructions for downloading or exporting personal data (certificates, learning records)
2. Identify a transition tool or process
   • Will you move to a different learning platform, spreadsheets, or an internal system?
   • Give your team time to familiarise themselves with the replacement
3. Schedule a final data export 1 week before termination
   • Download all reports, user records, and compliance data
   • Store these securely for future reference and audits

Escalating if Cornerstone refuses to cancel

In rare cases, Cornerstone may claim there is an active contract preventing cancellation or may refuse to process your cancellation request. This is a red flag, and Stopee advises escalating immediately.

1. Document every cancellation attempt in writing (email screenshots, support tickets, reference numbers)
2. Send a formal written cancellation notice to Cornerstone's support email, citing the Consumer Protection Act 1999, Section 5 (unfair contract terms)
3. If they refuse to respond within 14 days, file a complaint with MDTCA (Ministry of Domestic Trade and Consumer Affairs) at mdtca.gov.my
4. Contact FMCA (Federation of Malaysian Consumers Associations) for advice on next steps if MDTCA does not respond within 30 days

You have legal rights as a Malaysian consumer, and Stopee has helped thousands of consumers escalate disputes when companies try to lock them in illegally.

Summary and your next steps

Cancelling Cornerstone requires three things: knowing your renewal date, accessing the right cancellation button, and preserving your data before access ends. Most cancellations take effect at the end of your current billing period, not immediately, so timing is critical.

Start by checking your next renewal date inside your Cornerstone account (Settings > Subscription). If you are within 5 days of renewal, cancel today. Export your data, take screenshots, and save your cancellation confirmation email. If Cornerstone charges you again after cancellation, dispute the charge with your bank and file a complaint with MDTCA.

Stopee is here to guide you through every step of this process, and we have supported thousands of Malaysian consumers navigating subscription cancellations just like yours. Visit Stopee.com to explore guides for other services you may be subscribed to, or to access our cancellation checklist for Cornerstone. Your refund and your peace of mind are worth the effort.

Support contact details and escalation pathways

Cornerstone Malaysia contact information:

• Billing or account support: Check your invoice or visit the account portal at EzFlow (ezflow.my) for a support link specific to your account
• General support: Official help centre documentation may be available, but public phone numbers or local support lines are not publicly listed
• Data access requests (PDPA): If you need personal data after cancellation, contact Cornerstone's data privacy team (contact details on your service agreement)

Malaysian consumer protection authorities:

• Ministry of Domestic Trade and Consumer Affairs (MDTCA): mdtca.gov.my | File complaints for unfair cancellation terms or refund disputes
• Federation of Malaysian Consumers Associations (FMCA): Offers dispute resolution and advocacy services for subscription complaints
• Bank dispute/chargeback: Contact your credit card issuer or bank directly if you are charged after cancellation

Stopee recommends keeping all cancellation documentation for 12 months. If you encounter any issues during the cancellation process, Stopee is ready to help you understand your rights and next steps.