Manage Hellofax

How to cancel Hellofax and protect your subscription rights in malaysia

What Hellofax is and why you might want to cancel

Hellofax is a cloud-based fax service that lets you send and receive faxes online without owning a physical fax machine. The service runs on a subscription model with both free and paid tiers, designed for individuals and small businesses who need reliable faxing from their computer or mobile device.

For Malaysian users, understanding Hellofax's business model is crucial before you commit to a paid plan. The service operates on automatic renewal, meaning your subscription will continue month-to-month unless you cancel it actively from your account settings. There is no long-term contract or minimum commitment required, which gives you flexibility, but also means you need to stay alert to prevent unwanted charges.

How Hellofax charges malaysian users

Hellofax offers a free plan at RM0.00, but most users eventually upgrade to a paid plan to access more features. The pricing structure is straightforward, and Stopee has reviewed the current rates for Malaysian customers.

Beyond your base plan, you can incur additional charges. Hellofax charges approximately RM0.24 per page when you exceed your monthly limit, international faxing carries extra fees, and premium features like document signing and cloud integrations may cost more. If you fax frequently, these overage charges can quietly push your monthly bill significantly higher than your base plan price.

Why malaysian users cancel Hellofax

Users typically cancel Hellofax for several reasons. Some find they no longer need the service after a trial period, others discover cheaper alternatives, and some are frustrated by unexpected overage charges that inflate their bills. A few users report being charged repeatedly even after they believed they had cancelled, which is why the step-by-step cancellation process matters so much.

Whatever your reason for cancelling, Stopee is here to guide you through the process cleanly and ensure you stop being charged. The good news is that cancellation is straightforward if you follow the exact steps and confirm every stage.

Your consumer rights when cancelling Hellofax in malaysia

Malaysian consumer law protects you when you cancel a subscription service, and it is important you understand your rights before you take action.

Consumer protection act 1999 and your subscription

Under the Consumer Protection Act 1999, you have the right to cancel a subscription or service agreement within a reasonable timeframe if the service does not meet its description or if the service provider fails to deliver what they promised. Additionally, if Hellofax continues to charge you after you have cancelled, that constitutes an unfair contract term and is illegal under Malaysian law.

If Hellofax refuses to stop charging you or refuses to refund unauthorised charges, you can escalate your complaint to the Ministry of Domestic Trade and Cost of Living (KPDNKK) or file a complaint with the Federation of Malaysian Consumers Associations (FOMCA). Stopee recommends keeping detailed records of all your cancellation attempts and charges so you have evidence if a dispute arises.

Your right to refunds and proof of cancellation

Hellofax charges monthly on a subscription basis, so your most important right is the right to stop future charges. In Malaysia, you are entitled to a refund for charges made after your cancellation date if the service provider continues to bill you. However, you will need documented proof that you cancelled and the exact date you cancelled.

This is why taking screenshots of your cancellation confirmation is non-negotiable. Your screenshots and bank statements together form the evidence you need if you must dispute a charge with your bank or with a consumer authority.

How to cancel Hellofax step by step

Cancelling Hellofax requires you to log into your account, navigate to your billing settings, and confirm the cancellation. The entire process typically takes five minutes, but you must follow every step to ensure you are not charged again.

Cancel Hellofax via the web account

If you signed up directly on the Hellofax website, you cancel through your account dashboard. This is the most reliable method and gives you the clearest confirmation message.

1. Open your web browser and go to Hellofax (app.hellofax.com).
   • If you are not logged in, enter your email address and password.
   • If you have forgotten your password, click "Forgot password" and follow the reset email.
2. Locate your profile menu at the top right corner of the screen.
   • Look for your email address or a profile icon (usually a circle with your initials or a photo).
   • Click this icon to open the dropdown menu.
3. Click "Settings" from the dropdown menu.
   • You will be taken to your account settings page.
4. Find and click the "Billing" tab or section.
   • This page shows your current plan, next billing date, and payment method.
   • Take a screenshot of this page before proceeding.
5. Scroll down to find the "Cancel subscription" button or link.
   • Do not confuse this with "Downgrade plan" or "Change plan".
   • Click "Cancel subscription" only.
6. Read any retention messages or downgrade offers that appear.
   • Hellofax may try to convince you to stay by offering discounts.
   • If you still want to cancel, click "Continue with cancellation" or "Confirm cancellation".
7. Confirm your cancellation when prompted.
   • A final screen should appear confirming that your subscription has been cancelled.
   • The message should state your cancellation is effective immediately or on your next billing date.
   • Take a full-page screenshot of this confirmation screen immediately.
8. Check your email for a cancellation confirmation message from Hellofax.
   • Hellofax typically sends an automated confirmation email to the address on your account.
   • Save this email in a safe folder and do not delete it.

Pro tip: Some users find that the cancellation button is hidden behind a menu or requires scrolling. If you cannot find "Cancel subscription" after following these steps, try logging out and logging back in, as your account settings may need to refresh.

Cancel Hellofax if you signed up through an app store

If you downloaded Hellofax from the Apple App Store or Google Play Store and subscribed through the app, you must cancel through the app store itself, not through the Hellofax website. This is because app store subscriptions are managed separately.

For Apple App Store (iPhone or iPad):

1. Open the Settings app on your iPhone or iPad.
   • Do not open the Hellofax app.
2. Tap "Subscriptions" (in iOS 15 and later) or scroll to "iTunes and App Store" and tap it.
   • In older iOS versions, go to Settings > iTunes and App Store, then tap your Apple ID at the top, then tap "View Apple ID", then tap "Subscriptions".
3. Find "Hellofax" in your active subscriptions list.
   • You may need to scroll to find it.
4. Tap "Hellofax" to open the subscription details.
   • You will see your current plan, next billing date, and renewal settings.
   • Take a screenshot of this screen.
5. Tap "Cancel Subscription" or "Edit Subscription".
   • If you see "Cancel Subscription" directly, tap it.
   • If you see "Edit Subscription", tap it, then look for the cancel option on the next screen.
6. Confirm your cancellation when prompted.
   • The system will ask if you want to keep your subscription until your next billing date or cancel immediately.
   • Choose the option you prefer.
   • Take a screenshot of the final cancellation confirmation.

For Google Play Store (Android):

1. Open the Google Play Store app on your Android device.
   • Do not open the Hellofax app.
2. Tap your profile icon in the top right corner.
   • It usually shows your Google account picture or initial.
3. Tap "Payments and subscriptions", then tap "Subscriptions".
   • You will see a list of all your active subscriptions.
4. Find and tap "Hellofax" in your subscriptions list.
   • The subscription details page will open.
   • Take a screenshot before making any changes.
5. Tap "Cancel subscription".
   • The system may show you a retention offer or a reason to reconsider.
   • If you still want to cancel, confirm your choice.
6. Take a final screenshot of your cancellation confirmation.
   • Google Play will display a message confirming that your subscription has ended.
   • Save this as proof of cancellation.

What happens after you cancel Hellofax

Understanding what to expect after you hit the cancel button prevents confusion and helps you spot if something goes wrong. Stopee has tracked hundreds of cancellations and knows exactly what the normal timeline looks like.

Your access timeline after cancellation

The moment you cancel, your paid features are no longer available. However, the exact timing depends on when your cancellation takes effect. If you cancel before your next billing date, you typically lose access at the end of your current billing cycle. If you cancel after you have already been charged for the next month, you may have access until the end of that month.

You should receive a clear message during cancellation stating your access end date. Save this information. If you lose access earlier than promised, that is a sign that something went wrong, and you should contact Hellofax support immediately with your cancellation confirmation screenshot.

Refunds and future charges after cancellation

Hellofax does not typically issue refunds for unused portions of a monthly subscription once you have been charged. This is standard practice in the subscription industry. However, if Hellofax continues to charge you after your cancellation date, those charges are refundable under Malaysian consumer law, and you have the right to dispute them with your bank.

Monitor your bank or credit card statement for 60 days after your cancellation date. If you see a Hellofax or Dropbox Fax charge appear (Dropbox owns Hellofax, and charges may appear under the Dropbox name), note the date and amount immediately. Contact Hellofax support with your cancellation confirmation to request a refund. If they refuse, file a dispute with your bank and escalate to KPDN if necessary.

Warning: Some users report that Hellofax has reactivated their accounts automatically even after cancellation was confirmed. Check your account status at least once two weeks after cancellation to ensure it remains cancelled. Log in to Hellofax and verify that your plan shows as "Free" or "Cancelled".

Common mistakes that lead to failed cancellations

It is frustrating to cancel something, only to discover weeks later that you are still being charged. These mistakes are avoidable if you know what to watch for.

The top cancellation mistakes malaysian users make

The most common error is stopping midway through the cancellation process. Users click "Cancel subscription", see a retention offer or discount message, and assume the cancellation is done. It is not. You must click through every confirmation screen until you see a final message that says your subscription has been cancelled. Anything less than that final confirmation screen means your account is still active.

A second major mistake is confusing "Downgrade plan" with "Cancel subscription". These are two different actions. Downgrading moves you to a cheaper plan but keeps your subscription active and running. Cancelling stops all charges completely. Read the button label carefully.

A third mistake is cancelling through the wrong channel. If you signed up via the Apple App Store, you must cancel via the App Store settings, not through the Hellofax website. Cancelling in the wrong place leaves your actual subscription active, and you will continue to be charged.

Users who subscribed during a free trial sometimes assume the trial will simply expire without charging them. Free trials on Hellofax automatically convert to a paid subscription unless you cancel before the trial ends. Stopee recommends setting a phone reminder for two days before your trial ends, giving you time to cancel if you decide not to keep the service.

Pricing breakdown and whether cancellation is right for you

Before you cancel, consider whether Hellofax still offers value or whether you have simply outgrown the service.

When to keep your Hellofax subscription

If you regularly send or receive faxes as part of your business or professional work, Hellofax offers genuine convenience. The Professional or Small Business plans provide enough pages for most users, and the monthly cost is reasonable compared to renting a physical fax machine. If you use Hellofax cloud integrations with accounting software or document management tools, cancelling may disrupt your workflow.

When cancellation makes sense

Cancel if you rarely send faxes or only do so occasionally. The free plan offers five pages per month at no cost, and many users find this sufficient. Cancel if you have found a cheaper alternative service, or if you have switched to digital document exchange methods instead of faxing. Cancel if you signed up for a free trial and realised faxing is not essential to your business. Cancel if you are being hit with unexpected overage charges month after month because your usage habits do not match your plan tier.

Cancellation checklist for malaysian users

Use this checklist before, during, and after cancellation to ensure nothing falls through the cracks. Stopee recommends printing this section or taking a screenshot so you can check items off as you go.

Before you cancel

• Log into your Hellofax account and verify your current plan and billing date.
• Download or screenshot any fax records, documents, or templates you need to keep.
• Note your next billing date so you know when the final charge will hit.
• Take a screenshot of your Settings and Billing pages as proof of your current status.
• Locate your latest bank or credit card statement showing your Hellofax charge.
• Identify which channel you used to subscribe (web, Apple App Store, or Google Play Store).

During cancellation

• Log in and navigate to Settings > Billing on the correct platform (web or app store).
• Click "Cancel subscription" only, not "Downgrade" or "Change plan".
• Read any retention offers, but click through to the final cancellation screen.
• Take a full-page screenshot of your final cancellation confirmation message.
• Note the exact date and time shown on your cancellation confirmation.
• Wait for a cancellation email from Hellofax and save it in a dedicated folder.

After you cancel

• Wait five to ten business days, then log back into your account.
• Verify that your plan now shows as "Free" or "Cancelled", not your previous paid plan.
• Take a screenshot of this confirmation as additional proof.
• Monitor your bank or credit card statement daily for 14 days after cancellation.
• If a Hellofax charge appears, photograph the charge immediately and contact support with your cancellation confirmation.
• Keep all screenshots, emails, and bank statements in a folder labelled "Hellofax Cancellation" for at least 12 months.

What to do if Hellofax keeps charging you after cancellation

If you cancelled Hellofax and a charge still appears on your statement, you have the right to dispute it and recover your money. Stopee has helped thousands of consumers resolve these situations, and you can too.

Steps to take if you are charged after cancelling

1. Log into your Hellofax account immediately.
   • Check whether your plan still shows as active or paid.
   • If it does, your cancellation did not process correctly.
   • Repeat the cancellation steps above and take new screenshots.
2. Contact Hellofax support via email at [email protected].
   • Write a clear email stating: "I cancelled my subscription on [cancellation date], and I have been charged on [charge date] for RM[amount]. Please refund this charge immediately. I have attached my cancellation confirmation."
   • Attach your cancellation confirmation screenshot and your bank statement showing the charge.
   • Keep a copy of this email.
3. If Hellofax does not respond within 10 business days, or if they refuse to refund you, file a chargeback dispute with your bank.
   • Contact your bank and request to dispute the Hellofax charge.
   • Provide your bank with your cancellation confirmation screenshot and email correspondence with Hellofax.
   • Your bank will investigate and typically issue a refund within 30 to 60 days.
4. If your bank cannot help or if the amount is significant, file a complaint with KPDN.
   • Go to the KPDN website and file a formal consumer complaint.
   • Include your cancellation proof, email correspondence, bank statement, and chargeback details.
   • KPDN can investigate Hellofax and compel them to refund unauthorised charges.

Pro tip: Many banks have stricter dispute windows (60 to 120 days after the charge). Do not wait longer than 60 days to file a chargeback. Act as soon as you spot an unauthorised charge.

Escalation contacts for malaysia

If Hellofax refuses to help and your bank chargeback does not resolve the issue, you have a consumer protection escalation path in Malaysia.

• Ministry of Domestic Trade and Cost of Living (KPDN): This is Malaysia's primary consumer protection authority. File a complaint online at www.kpdn.gov.my or call 1-300-88-5050.
• Federation of Malaysian Consumers Associations (FOMCA): FOMCA advocates for consumer rights and can file complaints on your behalf. Reach them at 03-2092 3782 or visit www.fomca.org.my.
• Bangko Negara Malaysia (BNM): If the dispute involves payment processing or financial services, BNM can assist. File a complaint at www.bnm.gov.my.

Stopee recommends keeping detailed records of all communication with Hellofax, your bank, and any consumer authority. These records form the foundation of your case if escalation becomes necessary.

Your Hellofax cancellation summary and next steps

Cancelling Hellofax is straightforward if you follow the exact steps and confirm every screen. Take screenshots, save your confirmation email, and monitor your bank statement. If you are charged after cancellation, you have legal recourse under the Consumer Protection Act 1999 and Malaysia's consumer protection authorities.

The cancellation process takes five minutes, but your preparation and follow-up are what prevent future billing headaches. Start with the pre-cancellation checklist, follow the step-by-step instructions for your subscription method (web or app store), and verify your cancellation status two weeks later.

If you need ongoing support navigating cancellations, refunds, or consumer protection issues, Stopee at stopee.com has helped thousands of consumers cancel unwanted subscriptions and recover refunds. Stopee offers guides for dozens of services, access to consumer rights information, and templates for disputing charges. Whether you are cancelling Hellofax today or planning to cancel another service later, Stopee is your trusted resource for getting out of subscriptions cleanly and protecting your rights as a Malaysian consumer.

Cancel with confidence. You have the knowledge, the steps, and the legal backing to stop paying for services you no longer use.