Manage Eyezy

How to cancel Eyezy in malaysia and stop recurring charges

What is Eyezy and why malaysians are signing up

Eyezy is a subscription-based parental control and phone monitoring service that tracks a child's location, app activity, screen time, messages, and device use. You access it through an online account on the Eyezy Malaysia website, and billing happens automatically on a recurring cycle each month or year.

The service is not a one-time purchase. You are paying for ongoing access to monitoring features through a cloud-based platform, which means your account and billing stay active until you explicitly cancel. Many users discover this the hard way when they uninstall the app from the target device but keep getting charged because the account remains subscribed in the background.

The subscription model explained

Eyezy operates on annual, quarterly, and monthly billing plans. The longer you commit upfront, the lower your per-month cost becomes. However, this also means more of your money is locked in at the start. If you cancel early on an annual plan, you may be eligible for a refund within 14 days of purchase, but monthly subscriptions billed in advance are typically non-refundable once the billing cycle begins.

There is no traditional free trial advertised by Eyezy. The company's safety net is the 14-day money-back guarantee on annual subscriptions. This creates a gap where monthly subscribers have no refund window, so timing your cancellation matters significantly.

Key pricing for malaysian users

The annual plan locks in the cheapest per-month rate, but you lose money flexibility. Monthly billing costs much more per month but lets you exit faster without penalty.

Your rights under malaysian consumer law

Malaysia's Consumer Protection Act 1999 gives you important protections when cancelling digital services and subscriptions, even though Eyezy may be operated from overseas.

What the consumer protection act 1999 covers

Under Malaysian law, you have the right to receive accurate information about any subscription service before you pay. If Eyezy's terms are unclear or if you were charged without proper consent, you can file a complaint with the Ministry of Domestic Trade and Consumer Affairs (KPDNKK).

The law also protects you against unfair contract terms. If Eyezy's cancellation process is deliberately hidden, if refund terms are misleading, or if the company uses aggressive auto-renewal tactics, you have grounds to escalate your complaint beyond the company itself.

How to escalate if Eyezy refuses to cancel or refund

If you cannot cancel your account through normal channels or if Eyezy denies a refund you believe you are entitled to, you can lodge a formal complaint with the KPDNKK. You can also file a dispute with your bank or credit card issuer to reverse the charge, especially if you cancelled within the stated refund window and did not receive your money back within a reasonable timeframe.

Document everything. Keep screenshots of your account page, cancellation confirmation emails, refund requests, and any correspondence with Eyezy support. These records are your evidence if you need to escalate to a regulator or your bank. At Stopee, we have helped thousands of consumers gather and organize this proof to win their refunds.

Methods to cancel your Eyezy subscription

Eyezy offers multiple cancellation routes, but success depends on using the correct channel and confirming the cancellation properly.

Cancel through your Eyezy account online

This is the primary and most direct cancellation method. You log in to your account, navigate to the subscription or billing section, and submit a cancellation request. This method produces an immediate confirmation and a paper trail, which protects you if disputes arise later.

1. Go to Eyezy Malaysia and log in with your email and password.
   • If you have forgotten your password, use the "Forgot Password" link before you continue.
2. Click on your account menu, usually found in the top right corner of the page.
   • Look for icons labelled "Account", "Profile", "Settings", or your email address.
3. Find the "Subscription", "Billing", or "Plan" section.
   • You should see your current plan name, renewal date, and payment method displayed.
   • Pro tip: Take a screenshot of this page before you proceed, in case you need proof later.
4. Click the button labelled "Cancel Subscription", "Unsubscribe", or "End Plan".
   • The button text may vary slightly depending on your plan type.
5. Read any cancellation survey or confirmation prompt that appears.
   • Eyezy may ask why you are cancelling. You do not have to provide detailed feedback, but answering helps the company improve.
6. Click the final confirmation button to complete the cancellation.
   • Warning: Do not close your browser or navigate away until you see a success message or receive a confirmation email. Many cancellations fail because users stop at the first screen.
7. Check your email inbox for a cancellation confirmation from Eyezy within 5 to 10 minutes.
   • If you do not receive an email within 30 minutes, your cancellation may not have gone through. Return to your account and check the subscription status again.

Cancel by contacting Eyezy support

If your online cancellation does not work or if you prefer human contact, you can email Eyezy's support team. This method takes longer but creates a direct record of your request.

1. Visit the Eyezy website and find the "Contact Us" or "Support" page.
   • Look for an email address labelled "[email protected]" or similar.
2. Send an email with the subject line "Subscription Cancellation Request".
   • Include your full name, registered email address, subscription plan name, and the date you signed up.
   • State clearly: "I request cancellation of my Eyezy subscription effective immediately."
3. Keep a copy of this email for your records.
   • Take a screenshot of the sent message, including the timestamp and recipient address.
4. Wait for a response from Eyezy support, which typically arrives within 24 to 48 hours.
   • Pro tip: If you do not hear back within 3 business days, send a follow-up email or try the online cancellation method instead.
5. Ask for written confirmation of your cancellation in the support reply.
   • Forward this confirmation email to yourself and save it in a folder dedicated to your Eyezy cancellation.

Uninstall the app separately from cancelling your account

Removing the Eyezy app from the target phone does not cancel your subscription. Uninstalling is a separate step you take after your account is cancelled.

1. Cancel your subscription first using the methods above.
   • Confirm that your account shows as "Cancelled" or "Inactive" in your online account page.
2. Only after cancellation is confirmed, go to the target device and uninstall the Eyezy app.
   • On Android: Hold the Eyezy app icon, select "Uninstall", then confirm.
   • On iOS: Open the App Store, find Eyezy in your library, and tap "Remove".
3. Delete any associated files or accounts created by the app on the device.
   • This prevents the app from being reinstalled automatically by leftover settings.

Timeline and when to cancel to avoid charges

Timing determines whether you are charged again or qualify for a refund. Understanding your billing cycle is the difference between losing RM38 to RM181 and protecting your money.

Know your renewal date

Your renewal date is the specific day Eyezy charges you for the next billing cycle. If you cancel before this date, you stop future charges. If you cancel after this date, a new charge may have already been processed.

Log into your account right now and write down your renewal date. Check your billing history for the exact time charges appear. Most subscriptions renew at midnight on your original purchase date. If you originally subscribed on the 15th of the month, your renewal happens on the 15th each month or year, depending on your plan.

Cancel at least 24 hours before renewal

Do not wait until the renewal date itself. Submit your cancellation at least one full day before charges are due. This buffer gives Eyezy's system time to process your request and prevents accidental double-billing if there is a processing delay.

Pro tip: Set a phone reminder one week before your renewal date. This reminder gives you time to cancel without panic and without rushing through the process.

The 14-day refund window for annual subscriptions

If you subscribed to an annual plan and are still within 14 days of your original purchase date, you can request a full refund even if you cancel after the first billing cycle. This is Eyezy's money-back guarantee. After 14 days, refunds are at the company's discretion and not guaranteed.

Count the days carefully. If you signed up on 1 March, your 14-day window closes at the end of 14 March. On 15 March, you are outside the window and may lose your refund eligibility. Stopee's cancellation experts recommend requesting your refund the moment you decide to quit, not waiting until the last day.

How to request a refund from Eyezy

If you cancelled within the 14-day window or believe you are entitled to a refund under Malaysian consumer law, you must request it explicitly. Cancellation and refund are two separate actions.

Request a refund through your account

Some Eyezy accounts have a refund or billing dispute option in the account dashboard. Check your Billing or Account Settings section for a "Request Refund" button or link. If this option exists, click it and provide a reason for your refund request. Keep the confirmation screen and any email receipt.

Email Eyezy for a refund

If you do not see a refund option in your account, email Eyezy support with a refund request. Use this template:

Subject: Refund request within 14-day money-back guarantee

Dear Eyezy Support,

I purchased an annual subscription on [DATE] and cancelled my account on [CANCELLATION DATE]. My cancellation falls within the 14-day money-back guarantee. I request a full refund of RM[AMOUNT] to my original payment method.

Order/Transaction ID: [IF YOU HAVE IT]
Account email: [YOUR EMAIL]

Please confirm receipt of this request and provide a timeline for processing.

1. Send this email to Eyezy support and keep a copy.
   • Include your transaction ID if you have it (check your purchase receipt or bank statement).
2. Wait for a response within 5 to 10 business days.
   • Eyezy usually processes refunds 7 to 14 days after approval, depending on your bank.
3. If Eyezy refuses your refund and you cancelled within the 14-day window, escalate to your bank.
   • Contact your credit card company or bank and file a chargeback or dispute. Provide them with your cancellation confirmation and the refund request email.
4. If the amount is still not refunded after 30 days, file a complaint with the KPDNKK (Ministry of Domestic Trade and Consumer Affairs).
   • You can lodge a complaint online at kpdnkk.gov.my.

Monitor your bank statement

After you cancel, watch your bank or credit card statement for 30 days. If a charge appears after your cancellation date, contact your bank immediately to dispute it. Provide your cancellation confirmation as proof you terminated the subscription before the charge was processed.

What happens after you cancel Eyezy

Cancellation is a transition, not an instant flip. You may retain partial access to your account for a short time, and your data handling follows specific rules.

Access and data after cancellation

Once you cancel, your monitoring access ends. You will no longer see real-time location data, app activity, or device usage on the target phone. Some Eyezy accounts allow you to download or export your historical data before the account is fully deactivated. Log in to your account immediately after cancellation to retrieve any records you need.

Eyezy will delete your data according to its privacy policy, typically 30 to 90 days after cancellation. If you need records for legal or personal reasons, download them now while your account is still accessible.

Ensure no automatic reactivation

Check your Eyezy account 7 days after cancellation to confirm it remains inactive. Some users have reported accidental reactivations if they did not fully complete the cancellation process. If your status shows "Active" or "Renewed", contact support immediately to cancel again.

Also check your email for any renewal or reactivation notices from Eyezy. If you receive unexpected billing emails, do not ignore them. Reply immediately and request a reversal if you were charged after cancellation.

Common mistakes when cancelling Eyezy

Cancellation frustration is real. Most people make one of a few preventable errors that cost them time, money, or both.

Mistake 1: uninstalling the app instead of cancelling the account

This is the number one error. You delete the app from the phone, think you are done, and then charges continue every month because your subscription is still active in Eyezy's system. The app and the account are completely separate. You must cancel the subscription through your online account, not through the phone's app settings.

Mistake 2: missing the final confirmation screen

The cancellation process often has two screens. The first asks "Are you sure?" and the second confirms "Cancellation submitted". Many users click through the first screen but leave before hitting the second confirmation. Your cancellation does not go through until you complete the entire flow. Stay on the page until you see a success message.

Mistake 3: cancelling too late in the billing cycle

If your renewal date is the 15th and you cancel on the 14th at 23:00, you are cutting it extremely close. Time zones and processing delays can cause your cancellation request to arrive after the charge is already processed. Cancel at least 24 hours early. Better yet, cancel as soon as you know you want to quit.

Mistake 4: not saving proof of cancellation

If you do not have a screenshot or email confirmation of your cancellation, you have no evidence if a dispute arises. Save everything. Take screenshots of your cancellation request, success screen, and follow-up confirmation emails. Store these in a folder or cloud drive dedicated to this cancellation. At Stopee, we have seen customers win refund disputes purely because they had organized, timestamped proof.

Mistake 5: giving up after one failed attempt

Sometimes the online cancellation button does not work due to a website glitch or browser issue. If your first cancellation attempt fails, try these steps:

• Clear your browser cache and cookies, then log back in.
• Try a different browser (Chrome instead of Firefox, for example).
• Use the support email method if the website button continues to fail.
• Call Eyezy support if an email address is not listed on the website.

Do not accept silence. If Eyezy does not respond to your cancellation request within 3 business days, escalate to your bank or the KPDNKK. Stopee's advocacy team works with consumers to ensure companies respond to legitimate cancellation requests.

Checklist: before and after cancellation

Use this checklist to stay organized and protect yourself from missed refund windows, accidental recharges, or loss of proof.

When you should cancel Eyezy

Cancellation makes sense in specific situations. These scenarios help you decide if now is the right time to quit.

Reasons to cancel

• You no longer need parental monitoring or the child's monitoring is no longer necessary.
• The cost is higher than competing services, and you found a cheaper alternative.
• The app crashes frequently, is slow, or does not track reliably.
• You are concerned about privacy or data storage practices.
• You cancelled by mistake and want to restore access immediately.

Reasons to keep your subscription

• You are relying on daily location and app tracking for a younger child's safety.
• The service works well and you are satisfied with the features.
• The cost fits your budget and you use most of the monitoring tools.
• You are still within the 14-day refund window and unsure if you want to commit.

Frequently charged mistakes: your protection checklist

Even after cancellation, stay alert. Eyezy and similar services sometimes recharge due to system errors or user oversight.

Recognize unauthorized charges

Check your bank statement monthly for unexpected Eyezy charges after your cancellation date. If you see a charge labeled "Eyezy", "Fortunex Limited" (Eyezy's parent company), or a code you do not recognize that appeared after cancellation, dispute it immediately with your bank.

Do not assume it is a mistake and wait for Eyezy to fix it. Contact your bank or credit card company within 30 days of spotting the charge. Provide your cancellation confirmation, refund request, and any support emails as evidence. Your bank can reverse the charge and investigate Eyezy's billing practices.

How to escalate if Eyezy does not respond

If Eyezy ignores your cancellation request or refund claim, you have formal channels to escalate.

File a complaint with the KPDNKK

The Ministry of Domestic Trade and Consumer Affairs (KPDNKK) handles consumer complaints in Malaysia, including digital services sold to Malaysians. You can lodge a complaint online at kpdnkk.gov.my if Eyezy refuses to honour its own cancellation or refund policies. Provide screenshots, emails, and a clear summary of what happened.

Dispute the charge through your bank

Your bank or credit card issuer can reverse charges if you prove you cancelled before the charge was processed. This is called a chargeback or dispute. You have up to 180 days in most cases to file one. Your bank will investigate and typically refund you within 30 to 60 days.

File a small claims case if the amount is significant

If Eyezy charged you more than RM1,000 or repeatedly ignored cancellation requests, consider filing a small claims case in the Sessions Court. You will need your cancellation proof and communication records. Legal fees may apply, but many lawyers in Malaysia offer free initial consultations for consumer disputes.

Eyezy company information and contact details

Eyezy is operated by Fortunex Limited, a company registered in Cyprus. The service is marketed to Malaysian users through the Eyezy Malaysia website, but Eyezy does not maintain a publicly listed postal address or office within Malaysia.

Known contact methods

Eyezy support is primarily reachable through email or the online support form on their website. No phone number, postal address in Malaysia, or physical office location is published. This lack of transparency is important to know. If Eyezy does not respond to email within 5 business days, your next escalation point is your bank or the KPDNKK, not Eyezy's headquarters.

For formal disputes, you may address correspondence to Eyezy's registered address in Cyprus, but expect longer response times. The KPDNKK and your bank are faster and more effective channels for Malaysian consumers.

Summary: your path to cancelling Eyezy

Cancelling Eyezy is straightforward if you follow these steps in order. First, log into your account and note your renewal date. Second, cancel through the Subscription section of your account or by emailing support at least 24 hours before renewal. Third, save your cancellation confirmation. Fourth, if you are within 14 days and on an annual plan, request a refund. Fifth, monitor your bank statement for 30 days to catch any errant charges. Finally, uninstall the app only after the account is fully cancelled.

Remember: uninstalling the app does not cancel the subscription. Cancellation is not refund. Refunds are not automatic after 14 days. Stopee has helped thousands of consumers navigate subscription cancellations exactly like this one, and we know the pain points. If Eyezy refuses to cancel or refund after you have followed these steps, escalate to your bank or the KPDNKK without hesitation. You have consumer rights under Malaysian law, and regulators exist to enforce them.

Take action today. Do not wait until you are charged next month. Cancel now, save proof, and reclaim your peace of mind. Stopee is here to guide you through every step of the process.