Manage Lumen5

How to cancel Lumen5 and stop recurring charges in malaysia

What Lumen5 is and why you might want to cancel

Lumen5 is a cloud-based video creation platform designed to turn text, blog posts, and scripts into short-form videos in minutes. The service runs on auto-renewal, which means if you do not actively cancel, your payment method will be charged again on your renewal date-often without warning.

Understanding lumen5's subscription model

Lumen5 offers a free plan and several paid tiers starting from RM29.00 per month, billed in Malaysian Ringgit. The free Community plan gives you 5 videos per month, 720p export, and Lumen5 branding applied to every video. Paid plans remove the platform branding, unlock unlimited video creation, offer 1080p export quality, and grant access to premium templates and AI voice features.

Many Malaysian users sign up because they need a fast way to create social media content, marketing videos, or client deliverables. But after trying the platform or finishing their project, they realize the monthly cost adds up quickly. If you are here because you feel confused about how to stop the charges, Stopee understands-cancellation should never feel like a puzzle.

How the free trial and billing work

Lumen5 does not advertise a traditional paid free trial period. Instead, the platform offers a 7-day money-back guarantee on paid plans, which is your safety net if you subscribe and want out immediately. This means you have 7 days from purchase to request a refund with no questions asked, provided you contact support at [email protected].

After that window closes, cancellation stops future charges but does not automatically trigger a refund for the current billing period. Most payment is non-refundable unless you cancel within the 7-day guarantee window or have a valid dispute under Malaysian consumer law.

Your consumer rights under malaysian law

Malaysia's Consumer Protection Act 1999 protects you when purchasing goods and services, including digital subscriptions like Lumen5. Understanding your rights makes the cancellation process less intimidating and gives you leverage if the company does not cooperate.

What the consumer protection act 1999 says about subscriptions

The Consumer Protection Act 1999 requires that services be supplied with due care and skill, and that any terms or conditions are fair and transparent. If Lumen5's billing practices are unclear, or if charges continue after you attempted to cancel, this act gives you grounds to dispute and escalate the matter.

You have the right to cancel a distance contract (online purchase) within 10 days of purchase without penalty, as long as you did not begin using the service before that period ends. However, Lumen5's own 7-day money-back guarantee is stricter than this, so act within 7 days if you want the easiest refund route.

Who to contact if Lumen5 refuses to cancel

If Lumen5 does not respond to your cancellation request or refuses to stop charging you, escalate to the Ministry of Domestic Trade and Consumer Affairs (MDTCA). You can file a formal complaint on their portal, and they will investigate on your behalf. Keep all email correspondence, billing screenshots, and payment receipts as evidence.

Stopee recommends saving proof of every communication with Lumen5 support, because this evidence is invaluable if you need to escalate or dispute a charge with your bank or payment provider.

Cancellation methods and which one to use

Lumen5 offers multiple cancellation routes depending on where and how you subscribed. Choosing the right method means your cancellation processes faster and leaves an audit trail you can verify later.

Cancel through the Lumen5 website account settings

This is the primary cancellation route for anyone who subscribed directly via the Lumen5 website. The process is straightforward and usually completed in under 2 minutes.

1. Log in to your Lumen5 account at lumen5.com
   • Use the email and password you registered with
   • If you forgot your password, click "Forgot password" and reset it first
2. Click your profile or account icon in the top right corner
   • This typically appears as your initials or profile picture
3. Select Account Settings or Billing from the dropdown menu
4. Look for a Billing or Subscription section
   • You will see your current plan name, renewal date, and payment method
5. Click Cancel Subscription or Manage Subscription
   • The button text varies slightly depending on your account type
   • You may see options to pause instead of cancel-do not click pause if you want to stop charges entirely
6. Confirm cancellation when prompted
   • Lumen5 may ask why you are leaving-you can skip this or answer briefly
   • Some accounts show a retention offer (discount, free month); only accept if you genuinely want to stay
7. Screenshot the confirmation page showing "Subscription cancelled" or "Your subscription has ended"
   • Save this with the date and time visible
   • Email this screenshot to yourself as a backup

Pro tip: Visit your billing page one more time 24 hours after cancellation to confirm no new renewal date appears. If the cancellation did not stick, repeat the process or email [email protected] immediately with your screenshot as proof of attempted cancellation.

Cancel an app store subscription (iOS)

If you subscribed to Lumen5 through the Apple App Store on an iPhone or iPad, you must cancel through Apple's subscription management system-cancelling in the Lumen5 app alone will not stop the charges.

1. Open the Apple App Store app on your iPhone or iPad
2. Tap your profile icon in the top right corner
3. Select Subscriptions
4. Find and tap Lumen5 in your active subscriptions list
5. Tap Cancel Subscription
   • If you see Manage, tap it first, then look for a cancel option
6. Select a reason (optional) and confirm
   • Apple may offer a discounted renewal price-decline unless you want to continue
7. You will see "Subscription expires on [date]"-save a screenshot with this date clearly visible

Warning: Apple will refund the most recent charge if you cancel within 7 days of purchase on iOS. After that window, your current billing period is final, but future charges stop.

Cancel a google play subscription (Android)

Android users who subscribed through Google Play must cancel via the Google Play Store app or website, not through Lumen5 alone.

1. Open the Google Play Store app on your Android device
2. Tap your profile icon in the top right corner
3. Select Payments and subscriptions, then Subscriptions
4. Tap Lumen5
5. Select Cancel subscription
6. Follow the prompts to confirm cancellation
   • Google may ask why you are cancelling-this is optional
7. Take a screenshot showing the cancellation confirmation and the end date of your subscription

Pro tip: Google Play offers a 48-hour grace period for refunds on app subscriptions if you cancel immediately after first purchase. If you are within this window, request a refund directly through your Google Play account.

Cancel via email if the website or app method fails

If you cannot access your account or the cancel button is not working, email Lumen5 support directly. This method creates a documented paper trail, which is especially valuable if you later need proof of your cancellation request.

1. Compose an email to [email protected] with the subject line: "Cancel my Lumen5 subscription"
2. Include the following details in the body:
   • Your full name
   • The email address associated with your Lumen5 account
   • Your current plan name and renewal date (check your last invoice)
   • Your payment method (App Store, Google Play, or card ending in ...)
   • The date you want the cancellation to take effect
3. Write a clear statement: "I request immediate cancellation of my Lumen5 subscription effective today. Please confirm cancellation in writing and provide the end date of my access."
4. Send the email and wait for a response within 48 hours
   • If Lumen5 does not respond within 48 hours, send a follow-up email
5. Save the confirmation email from Lumen5 showing the cancellation is processed
   • Forward it to your personal email as a backup

Stopee advises that written email confirmation is one of the strongest pieces of evidence if you later dispute a charge with your bank or escalate to consumer authorities.

Timeline: when your charges actually stop

One of the most common frustrations is not knowing exactly when your access ends and when charges stop. Here is what actually happens after you cancel.

What happens immediately after cancellation

When you cancel, Lumen5 stops auto-renewal immediately-no new charge will be triggered on your renewal date. However, you typically retain access to your existing videos and projects until your current billing period ends. Your access does not cut off the moment you click cancel.

For example, if your renewal date is 15 March and you cancel on 1 March, you keep your paid features until 15 March. After 15 March at 11:59 PM, your account reverts to the free plan, and you lose access to premium features like unlimited exports and AI voice minutes.

Access to videos after your subscription ends

You keep ownership of all videos you created while on a paid plan, even after cancellation. You can view them, download them, and share them. However, if you edit or duplicate a video after your subscription ends, Lumen5 applies default free plan restrictions, including re-branding with the Lumen5 watermark.

This is why Stopee recommends exporting and saving all finished videos before your access expires. Download them as MP4 files to your computer or cloud storage so you have permanent, independent copies.

Understanding refunds and the 7-day guarantee

Lumen5 offers a 7-day money-back guarantee, but only if you request it within 7 days of your initial purchase. After that, charges are generally non-refundable unless you have grounds under the Consumer Protection Act 1999.

How to request a refund within 7 days

If you purchased a Lumen5 paid plan and regret it within 7 days, email [email protected] immediately with proof of purchase and a refund request. Lumen5 will typically process refunds within 5-10 business days back to your original payment method.

1. Send an email to [email protected] with the subject: "Refund request for Lumen5 subscription"
2. Include:
   • Your email address and account name
   • The date you purchased the subscription
   • Your plan name and price paid
   • A brief reason (optional but helpful)
3. Attach a screenshot of your receipt or invoice email
4. Keep copies of all correspondence
5. Wait for Lumen5's response-they should confirm the refund within 48 hours
6. Check your payment method 5-10 business days later
   • Refunds take time to appear; do not panic if it is not instant

What happens if you cancel after 7 days

After the 7-day guarantee window closes, Lumen5 does not automatically refund your payment. You can still cancel to stop future charges, but the current billing cycle is final. Stopee recommends treating this as a lesson: if you are trying a paid tool, test it heavily in the first 7 days and request a refund immediately if it is not right for you.

Your only path to a refund after 7 days is if Lumen5's service was genuinely faulty or misrepresented. For example, if the platform does not work as advertised or you were charged twice by mistake, you have grounds to dispute the charge with your bank or the Ministry of Domestic Trade and Consumer Affairs.

Common mistakes that trap users into extra charges

Cancellation looks simple on the surface, but small errors can cost you money. Here are the mistakes Stopee sees most often-and how to avoid them.

Mistake 1: pausing instead of cancelling

Many users click the Pause button thinking it cancels their subscription. It does not. Pausing temporarily stops access for a set period (often 1-3 months) but does not cancel the subscription. Your payment method is still on file, and charges resume automatically when the pause ends.

Fix: If you see a Pause option, ignore it unless you specifically want to return in 2-3 months. Click Cancel Subscription, not Pause.

Mistake 2: cancelling only in the app or browser, not everywhere

If you subscribed through the App Store or Google Play but also use the Lumen5 website, your subscriptions are separate. Cancelling one does not cancel the other. You might cancel the app subscription and forget about the web subscription, then get surprised by a charge from a different source.

Fix: Log into all three access points (Lumen5 website, App Store, Google Play) and check your subscription status in each. If you have subscriptions in more than one place, cancel all of them.

Mistake 3: not taking a screenshot of the cancellation confirmation

Without proof of cancellation, if a charge appears after you thought you cancelled, proving you initiated the cancellation becomes your word against Lumen5's records. Screenshots with timestamps are invaluable.

Fix: Capture the confirmation screen showing "Subscription cancelled" or "Your subscription ends on [date]". Email it to yourself immediately. If a dispute arises, you have instant evidence.

Mistake 4: cancelling too late in the billing cycle

If your renewal date is 15 March and you cancel on 14 March, Lumen5 may still charge you on 15 March depending on when they process your cancellation. The safest window is to cancel at least 3-5 days before your renewal date.

Fix: Check your renewal date now (in your billing page) and set a calendar reminder 5 days before it. Cancel well in advance.

Mistake 5: not checking your bank statement after cancellation

Even with the best intentions, glitches happen. Verify that no unexpected charge appears on your payment method after the cancellation date passes. If one does, contact support immediately with screenshots as evidence.

Fix: Mark your renewal date on a calendar. The day after it passes, check your bank or card statement to confirm no charge appeared. If it did, screenshot it immediately and email [email protected] with proof.

What you can do with your Lumen5 account after cancellation

Cancelling Lumen5 does not delete your account or lock you out forever. You keep your videos, can log back in, and can resubscribe later if you choose. Here is what your experience looks like post-cancellation.

Access and video retention

Your account and all videos created on paid plans remain accessible indefinitely. You can log in, watch your videos, download them, or share the links. The free plan features return, so you cannot create new unlimited videos or export at 1080p without a paid subscription, but your past work is never deleted.

Resubscribing if you change your mind

If you cancelled and later want to resubscribe, simply log into your account and choose a paid plan again. Stopee has helped thousands of consumers cancel their subscriptions and later reactivate them without issue. Lumen5 does not penalize past cancellations.

Opting out of promotional emails

After cancellation, Lumen5 typically sends promotional emails trying to win you back with discounts. If these irritate you, click the Unsubscribe link at the bottom of any marketing email to opt out entirely. Do this to reduce noise in your inbox.

Pricing comparison and whether you should cancel

Before you cancel, take a moment to review whether the cost genuinely does not fit your budget or if a cheaper plan might work instead. Sometimes cancelling is right, but sometimes downgrading saves money while keeping the tools you use.

Should you cancel or downgrade instead?

If you are cancelling because the monthly cost is too high, ask yourself: do I actually use this? If the answer is yes but price is the issue, try downgrading to the Community (free) plan instead. You lose branding removal and some features, but you preserve your videos and can upgrade again later without losing anything.

If you are cancelling because you never use it or completed your project, cancellation is the right choice. Stopee recommends being honest about usage: if you have not logged in for 3 months, the cost is wasted.

Step-by-step cancellation checklist

Use this checklist to ensure your cancellation is complete and irreversible. Tick off each item before you click that final cancel button.

1. Log into your Lumen5 account and confirm your plan name and renewal date
2. Export and download all finished videos you need to keep
3. Take a screenshot of your Billing page showing your current plan and renewal date
4. Check whether you subscribed via website, App Store, or Google Play (check all three)
5. Cancel through the primary method (website, App Store, or Google Play as applicable)
6. Screenshot the cancellation confirmation page
7. Wait 24 hours and log back in to verify cancellation is still showing
8. Save all screenshots and confirmation emails to a folder on your computer or cloud storage
9. Mark your final access date on your calendar (your current renewal date)
10. After the renewal date passes, check your bank statement to confirm no charge appeared
11. If an unexpected charge appears, email [email protected] within 48 hours with proof

Contact information and escalation path

If Lumen5 does not respond to your cancellation request or continues charging you after cancellation, use this escalation path to resolve the issue.

Lumen5 support and corporate details

Lumen5 operates under Lumen5 Technologies Ltd, a Canadian company. The corporate address for official correspondence is:

Lumen5 Technologies Ltd
801-750 W Pender Street
Vancouver, BC V6C 1G8
Canada

For cancellation and account support, email: [email protected]. Response times typically range from 24-48 hours during business days.

Malaysian consumer protection escalation

If Lumen5 does not respond or refuses to cancel your subscription, escalate to the Ministry of Domestic Trade and Consumer Affairs (KPDNHEP). You can file a formal complaint online or contact their consumer helpline at 1-800-886-800.

Provide the following when filing a complaint:

• Your full name, email address, and phone number
• Screenshot of your Lumen5 account showing recurring charges
• Copies of all emails sent to Lumen5 support
• Bank statement showing the disputed charges
• Screenshot of your cancellation attempt or confirmation if you have it

Stopee recommends keeping all correspondence and receipts for at least 6 months after cancellation to protect yourself in case a dispute arises later.

Final takeaway: you are in control

Cancelling Lumen5 is straightforward when you follow the right steps and stay organized. The platform does not make it deliberately difficult, but the auto-renewal model means you have to be proactive. Mark your renewal date, export your videos, choose your cancellation method, take screenshots, and verify the cancellation one day later. That discipline protects you.

If you feel overwhelmed by the process or worried about your rights, remember that you are protected under the Malaysian Consumer Protection Act 1999. Stopee has helped thousands of consumers cancel their subscriptions with confidence, and your situation is no exception. Document everything, follow the steps in this guide, and if Lumen5 does not cooperate, the MDTCA is your backup. You have more power than you think.

Do not let inertia cost you money. Take 5 minutes now to log into your account, check your renewal date, and if cancellation is your choice, execute it today. Stopee is here to empower you with knowledge, so you can cancel on your terms.