Manage Solidgate

How to cancel Solidgate and stop unwanted charges in malaysia

What Solidgate is and why you see it on your bank statement

Solidgate is a payment processing platform designed for merchants and businesses, not a direct consumer service you sign up for intentionally. When you see "Solidgate" on your bank statement or credit card in Malaysia, it usually means you subscribed to a digital product or service from another company that uses Solidgate's billing infrastructure behind the scenes.

This hidden layer of payment processing confuses many Malaysian users because you never agreed to Solidgate directly. You paid for a subscription managed by a merchant, and Solidgate simply processed the recurring charge. Understanding this distinction is your first step toward cancelling effectively and avoiding duplicate charges across different platforms.

Solidgate is a business billing tool, not a consumer subscription

Solidgate handles recurring billing, subscription management, and payment processing for merchants across multiple countries and currencies. The platform lets businesses manage customer subscriptions, renewal dates, payment retries, and refunds from their own merchant dashboard or through Solidgate Hub.

For you as a consumer in Malaysia, Solidgate remains invisible unless something goes wrong. You will not find a Solidgate account in your name or a consumer pricing page in RM. Instead, you interact with the merchant's service, and Solidgate processes the recurring charge in the background.

Why cancellation feels unclear and how to fix it

The real friction comes from not knowing which channel you used to subscribe and therefore not knowing where to cancel. Did you sign up on a website, through an iOS app, or via an Android app? If you cancel in one place but subscribed in another, your billing continues because the merchant's system still shows you as an active subscriber.

Additionally, Solidgate's terms do not publish specific auto-renewal clauses, minimum commitment periods, or free trial rules at the platform level. These rules depend on how each individual merchant configured their subscription settings. That means the renewal terms for your specific subscription live with the merchant, not with Solidgate itself.

Your consumer rights in malaysia and why they protect you

Malaysia's Consumer Protection Act 1999 (CPA) gives you legal grounds to cancel unwanted subscriptions and pursue refunds, even if a merchant's terms seem rigid. You have the right to clear information about renewal terms before you pay, and you have the right to cancel without penalties if the service does not meet your expectations.

If a merchant or payment processor fails to process your cancellation or keeps charging you after you cancel, you can escalate to the Ministry of Domestic Trade and Cost of Living (MDTCCL) or file a complaint with the Malaysian Communications and Multimedia Authority (MCMC) if the service involves digital content. These consumer protection avenues exist specifically to help you when a company ignores your cancellation request.

What the consumer protection act 1999 guarantees you

Under Malaysian consumer law, merchants must provide transparent information about subscription terms, renewal dates, and cancellation methods before you pay. If Solidgate or the merchant deliberately hides cancellation instructions or charges you without clear consent, that violates your consumer rights.

You also have the right to a refund if the service fails to deliver what was promised, or if you cancel within a reasonable period and the merchant has not yet delivered the full service period. This applies even if the merchant claims "all sales are final." Stopee recommends you keep all transaction records and cancellation requests as proof of your cancellation intent.

How to escalate if the merchant or Solidgate refuses to cancel

If you submit a cancellation request through the correct channel and the merchant or Solidgate ignores it, do not accept silence as an answer. Send a formal complaint letter (in English or Malay) to the merchant's registered address, with copies to the MDTCCL and your card issuer.

Most importantly, contact your bank or card issuer directly and report the charge as unauthorized or disputed. Malaysian banks have a 90-day window to investigate unauthorized charges, and they can reverse the payment while your complaint is being reviewed. Stopee has helped thousands of consumers use this chargeback process to recover money after merchants ignored cancellation requests.

How to identify where you subscribed and which cancellation path to take

Before you cancel anything, you must pinpoint exactly where you subscribed. Cancelling in the wrong place is the most common reason people claim they cancelled but kept getting charged. Your subscription likely lives in one of three places: the merchant's website, the Apple App Store (iOS), or Google Play (Android).

Find your latest Solidgate or merchant transaction in your bank statement or credit card app. The transaction description usually includes the merchant name, not just "Solidgate." That merchant name is your cancellation target. Once you know the merchant, you know which cancellation process to follow.

Method one: cancel directly on the merchant's website or account

If you signed up on the merchant's website (not through an app), your cancellation portal is almost certainly on the same website. Log in to your account with the email and password you used at sign-up. Look for a "Subscriptions," "Billing," "Account Settings," or "Manage Plans" section.

Most merchants display your subscription status, next billing date, and a "Cancel Subscription" button in plain sight. If you cannot find it after 30 seconds of searching, scroll to the footer and click "Contact Us" or "Support." Ask the merchant support team to send you the direct link to cancel, and keep their response in writing.

Pro tip: Some merchants hide the cancellation button until you click "Manage Subscription" or "View Details." Do not assume it is missing; dig one level deeper first.

Method two: cancel an iOS app subscription through the apple app store

If you subscribed on your iPhone or iPad, your subscription lives in the Apple App Store, not on the merchant's website. You must cancel inside the Apple ecosystem or the website cancellation will have no effect on your app billing.

1. Open the Apple App Store app on your iPhone or iPad.
2. Tap your profile icon in the top right corner (your photo or initials).
3. Tap "Subscriptions" from the menu.
4. Find the merchant's app subscription in the list.
5. Tap it, then tap "Cancel Subscription" or "Edit."
6. Follow the on-screen prompts to confirm cancellation.

You will see an option to downgrade to a free version or cancel completely. Choose cancellation. Apple shows you the exact date your access ends (usually the end of your current billing cycle). Keep a screenshot of this confirmation page as proof of your cancellation.

Warning: If you delete the app without cancelling through the App Store, you will still be charged. The app and your billing are separate systems.

Method three: cancel an android app subscription through google play

If you subscribed on an Android phone or tablet, your subscription is tied to Google Play, and you must cancel there. Deleting the app or cancelling on the merchant's website will not stop your Google Play charges.

1. Open the Google Play app on your Android device.
2. Tap your profile icon in the top right corner.
3. Tap "Manage subscriptions" or "Payments and subscriptions."
4. Tap "Subscriptions" (not "Orders").
5. Find the merchant's subscription and tap it.
6. Tap "Cancel subscription" or the three-dot menu icon, then "Cancel."
7. Select your reason for cancellation (optional but helpful for the merchant's feedback).
8. Confirm by tapping "Yes, cancel subscription."

Google Play will show you when your subscription ends (typically the end of your current billing period). Take a screenshot of the final confirmation message and save it to your phone or email for your records.

Warning: Google Play subscriptions do not always expire immediately. You will retain access until the end of your paid period, but you will not be charged after that date.

Step-by-step cancellation process for common scenarios

Your exact cancellation steps depend on which channel you used and what happens during the process. Stopee recommends you follow the path that matches your situation most closely and keep written records at every stage.

If you subscribed on the merchant's website

1. Log in to the merchant's account using the email and password from your original sign-up.
   • If you forgot your password, click "Forgot Password" and follow the reset link sent to your email.
   • Check your spam or promotions folder if the reset email does not arrive within 5 minutes.
2. Navigate to "Account," "Billing," "Subscriptions," "My Plans," or similar.
   • If the merchant's menu is confusing, look for a question mark icon (?) or "Help" link, or check the footer for a "Manage Subscription" link.
3. Find your active subscription and click "Cancel," "Downgrade," or "End Subscription."
   • Read any cancellation warnings or survey questions that appear.
   • Do not click "Pause" unless you specifically want to resume later.
4. Choose a cancellation reason if prompted (optional but useful for the merchant's service improvements).
   • Select the reason that best describes why you are cancelling (too expensive, not using it, switching to a competitor, etc.).
5. Confirm your cancellation by clicking "Yes, Cancel" or similar.
   • Watch for a confirmation message or confirmation email sent to your registered email address.
6. Screenshot the confirmation screen and save the confirmation email to your records.
   • Write down the exact date shown as your final access date or "cancellation effective date."

Pro tip: Some merchants send a follow-up email within 24 hours asking if you want to stay. Do not click any "Keep Subscription" links. If you receive this, ignore it or reply clearly that you want to remain cancelled.

If you subscribed through an iOS app and need immediate proof

1. Open Settings on your iPhone or iPad (not the App Store).
   • This step ensures you cancel through Apple's system, not the merchant's in-app portal.
2. Scroll down and tap "iTunes & App Store" or "App Store."
   • On newer iPhones, this may be labeled "Apps" or appear under "Media & Purchases."
3. Tap your Apple ID at the top, then select "View Apple ID."
   • You may be asked to authenticate with Face ID, Touch ID, or your Apple ID password.
4. Tap "Subscriptions."
   • You will see a list of all active and expired subscriptions.
5. Find the merchant's app subscription and tap it.
   • If the subscription is listed under "Upcoming Renewals," it is still active and will charge you.
6. Tap "Cancel Subscription" at the bottom of the screen.
   • Apple will ask you to confirm. Tap "Confirm" or "OK."
7. You will see a message showing "Subscription Cancelled" and your final access date.
   • Screenshot this message immediately.
   • Apple also sends a cancellation email to your Apple ID email address.

If you subscribed through a google play android app

1. Open the Google Play app on your Android device.
   • Tap the profile icon (usually your photo or initials) in the top right corner of the screen.
2. Tap "Manage subscriptions" or "Payments and subscriptions" from the menu.
   • The exact wording depends on your Android version, but it will contain the word "subscriptions."
3. Tap "Subscriptions" (you may see "Orders" as another option; ignore it and tap "Subscriptions" only).
   • You will see a list of all your active subscriptions.
4. Find the merchant's subscription in the list and tap it.
   • If you see multiple entries, tap the one matching the amount and frequency from your bank statement.
5. Tap "Cancel subscription" or the three-dot menu icon, then select "Cancel subscription."
   • Google Play may ask you to provide a reason for cancellation. This step is optional but helps Google Play improve service quality.
6. Tap "Yes, cancel subscription" to confirm.
   • Google Play will display "Subscription cancelled" and show your final billing date.
   • Screenshot this confirmation and check your email for a cancellation confirmation from Google Play.

What happens after you cancel and how to verify it worked

Cancellation is not truly complete until you confirm that no further charges appear on your statement. Many consumers cancel and then forget to follow up, which is why they are caught off guard by a surprise charge weeks later.

Here is what you should expect and monitor after hitting the cancel button.

Your access and final billing date

When you cancel a subscription, most merchants grant you access until the end of your current paid period. For example, if you paid on the 15th of the month and cancel on the 20th, you usually keep access until the end of that billing cycle (often the 14th of the next month), and you are not charged again.

Some merchants offer a refund for unused portions of your plan if you cancel mid-cycle, but this is not guaranteed and depends on their refund policy and Malaysian consumer law. Stopee recommends you check the merchant's cancellation confirmation email for details on your final access date and any refund eligibility.

Write down this final date in a calendar reminder or phone note. On that date, verify that no charge appears on your bank statement or credit card app. If a charge does appear, immediately contact the merchant support and escalate to your bank.

Monitor your bank statement for 60 days after cancellation

Even though a merchant's system may say your subscription is cancelled, billing errors do happen. Set a calendar reminder to check your statement every 7 days for the first month after cancellation, and every 14 days for the second month.

Look for any charge from the merchant or from Solidgate in your transaction history. If you see an unexpected charge, gather the following proof immediately:

• A screenshot of your cancellation confirmation (from the website, App Store, or Google Play).
• A screenshot of the unexpected charge in your bank or card app, showing the date and amount in RM.
• Any cancellation confirmation email from the merchant or payment processor.
• Your bank account number and the merchant's name or Solidgate transaction ID.

Contact the merchant's support team first and provide this proof. If they do not refund you within 7 days, file a dispute with your bank and provide the same documentation. Malaysian banks typically resolve billing disputes within 30 to 60 days.

Warning: Do not assume a charge is an error and ignore it. Act within 90 days of the charge or your bank may refuse to investigate. Stopee recommends you dispute charges immediately to protect yourself and your account.

Refunds, chargebacks, and your right to recover money

You are entitled to a refund if the merchant continued to charge you after you cancelled, or if you cancelled within a reasonable time and the service was not delivered as promised. Malaysian consumer law supports this right, and your bank can help you recover the money through a chargeback or dispute.

How to request a refund directly from the merchant

Before escalating to your bank, contact the merchant's support team and request a refund. Provide your cancellation confirmation (screenshot or email), the date you cancelled, and the dates of any unwanted charges. Be specific: "I cancelled on [date], but you charged me on [date]. Please refund this charge to my card ending in [last 4 digits]."

Most reputable merchants will refund you within 5 to 10 business days if your claim is valid. They prefer to resolve disputes this way rather than deal with chargebacks and bank investigations.

If the merchant does not respond within 7 days, or if they refuse your refund request, move to the next step. Do not wait indefinitely. Stopee recommends you escalate as soon as the merchant shows signs of reluctance.

File a chargeback or dispute with your bank if the merchant refuses

Your bank or card issuer has the legal right to dispute a charge on your behalf. Call your bank's customer service number (usually on the back of your card) and tell them you want to dispute a charge. You will need to provide:

• The exact transaction date and amount in RM.
• The merchant name as shown on your statement.
• A clear explanation that you cancelled the subscription and the merchant charged you anyway.
• Copies of your cancellation confirmation and any email exchanges with the merchant.

Your bank will open a dispute investigation, which typically takes 30 to 60 days. During this time, the bank may temporarily reverse the charge while they investigate. Once the investigation closes, you will either receive a full refund or be notified that the dispute was unsuccessful (which is rare if you have cancellation proof).

Pro tip: Malaysian banks can investigate charges up to 90 days old. If it has been more than 90 days since the unwanted charge, contact your bank immediately to ask about exceptions or alternative remedies.

Pricing and why Solidgate charges appear on your statement

Solidgate itself does not charge Malaysian consumers directly. Instead, merchants who use Solidgate's platform collect payment from you, and Solidgate processes the transaction. The transaction that appears on your statement shows the merchant's name, not "Solidgate," unless the merchant has branded their billing as "Solidgate" (which is rare for consumer-facing services).

Common mistakes that keep you trapped in unwanted subscriptions

You are not alone if you cancelled once and still got charged. Thousands of consumers follow the wrong cancellation path, which is why Solidgate and merchant subscription systems are designed with multiple entry points but unclear exit routes. Here are the traps to avoid.

Mistake one: cancelling in the wrong place

This is the number one reason cancellations fail. If you subscribed on an iOS app but cancelled on the merchant's website, your website cancellation does nothing because the billing link is still active in the App Store. Similarly, if you used Android and cancelled on the website, Google Play will still charge you on your next renewal date.

Your cancellation only works if you cancel in the exact place where you subscribed. Cross-platform cancellations do not work. Stopee recommends you think back to exactly how you signed up before you press cancel anywhere.

Mistake two: cancelling too late in the billing cycle

Some merchants process renewals automatically 24 hours before your billing date. If you cancel on your renewal date or the day after, you have likely already been charged for the next cycle. Check when your charge occurs and cancel at least 48 hours earlier if you want to avoid the next charge.

Always check your confirmation email after subscribing to see your renewal date. Add a phone reminder 2 or 3 days before that date to cancel if you no longer want the service. This habit prevents surprise charges and gives you time to contact support if something goes wrong.

Mistake three: trusting the "pause" or "skip next billing" option

Some merchants offer a "pause" or "skip this month" feature instead of true cancellation. Pausing your subscription usually restarts automatically after a set period (often 1 or 3 months), and you will be charged again whether you remember or not.

If you want to cancel permanently, always look for a button that says "Cancel," "End Subscription," or "Delete." Avoid any option with the word "pause," "defer," "postpone," or "skip." Once you press cancel, you should see a message stating your access ends on a specific date and no future charges will occur.

Mistake four: not keeping written proof of cancellation

If you cancel without taking a screenshot and a dispute arises later, you have no proof that you actually cancelled. Your bank or the merchant can claim you never tried to cancel. Always capture evidence in writing:

• Screenshot the final confirmation screen after you press "Cancel."
• Save the confirmation email sent to your registered email address.
• Write down the exact date and time you cancelled, the URL or app name, and your account email.
• Keep all receipts and billing statements for 12 months after cancellation.

Pro tip: Create a folder in your email labeled "Subscriptions" and forward every cancellation confirmation to that folder. This way, all your proof is organized and searchable if you need it for a dispute.

Mistake five: assuming silence means success

Not every merchant sends a cancellation confirmation email. Some just mark your account as cancelled in their system with no notification to you. If you do not receive a confirmation email within 24 hours of cancelling, do not assume it worked. Log back into your account and verify that the subscription is no longer listed or marked as "Cancelled" or "Inactive."

If you cannot log in after cancellation, that usually means your account access was revoked (a good sign). If you can still log in and see an active subscription, your cancellation likely failed. Contact support immediately and ask them to confirm the cancellation status in their system.

Your checklist before and after cancellation

Use this checklist to prepare for cancellation and verify that it succeeded. Print it or save it to your phone for reference.

Before you cancel

• Write down the merchant name as it appears on your bank statement.
• Check your bank statement and note your renewal date and next billing amount in RM.
• Screenshot your current subscription status page or app screen.
• Log in to your merchant account and navigate to your subscription settings.
• Check for any important data you may lose (invoices, records, downloaded files) and export or save them.
• Identify which channel you used to subscribe (website, iOS app, or Android app).
• Note the merchant's support email or help portal in case you need to contact them.

During cancellation

• Follow the cancellation steps for the correct channel (website, iOS, or Android).
• Read any final messages or warnings carefully before confirming.
• Take a screenshot of the cancellation confirmation screen.
• Note the exact date shown as your final access date or cancellation effective date.
• Check your email for a cancellation confirmation message within 24 hours.

After cancellation (days 1 to 60)

• Save the cancellation confirmation email to a safe folder or print it.
• Set a phone reminder for your final access date to verify no charge appears.
• Check your bank or card statement weekly for 4 weeks, then every 2 weeks for 2 more weeks.
• If you see an unexpected charge, contact the merchant within 7 days with your cancellation proof.
• If the merchant does not respond, file a dispute with your bank within 90 days of the charge.
• Keep all proof (screenshots, emails, receipts) for 12 months in case of future disputes.

When to escalate and how to contact consumer protection authorities

If a merchant or payment processor ignores your cancellation request or refuses to refund you, you have legal remedies under Malaysian consumer law. Do not accept silence or excuses as a final answer. Here is how to escalate.

Step one: formal complaint to the merchant

Send a formal complaint letter (email or registered mail) to the merchant's support address. Include the following:

• Your full name, account email, and customer or order ID.
• The date you attempted to cancel and proof of your cancellation attempt (screenshot or email).
• The dates and amounts of any unwanted charges after your cancellation date.
• A clear statement: "I request a full refund by [date 7 days from today] for charges made after my cancellation on [date]."
• A copy of your bank statement showing the disputed charges.

Keep a copy of this letter and send it via email (so you have a timestamp and read receipt). If the merchant does not refund you within 7 days, proceed to the next step.

Step two: escalate to the ministry of domestic trade and cost of living (MDTCCL)

The MDTCCL handles consumer complaints in Malaysia and can investigate merchants who violate the Consumer Protection Act 1999. File a complaint online or by mail:

• Website: mdtcc.gov.my or consumeraffairs.my
• Email: Typically [email protected] or [email protected]
• Postal address: Ministry of Domestic Trade and Cost of Living, Jalan Tun Razak, 50612 Kuala Lumpur
• Phone: 1-300-88-5555 (Domestic Trade and Consumer Affairs)

Submit the same information you sent to the merchant, plus a copy of your bank statement and all correspondence with the merchant. The MDTCCL will investigate and may compel the merchant to refund you.

Step three: file a chargeback with your bank (if MDTCCL is slow)

You do not have to wait for the MDTCCL to investigate. You can file a dispute with your bank immediately after the merchant refuses your refund request or ignores your complaint for 7 days. Your bank's chargeback process often succeeds faster than government investigations.

Call your bank's customer service line and request a chargeback or dispute investigation. Provide all your proof: cancellation confirmation, merchant's refusal to refund, and proof of the unwanted charge. Your bank will attempt to recover the money from the merchant or the acquiring bank (the financial institution that processes Solidgate transactions).

Warning: Do not ignore an unwanted charge. The longer you wait, the harder it becomes to dispute. Malaysian law requires you to report unauthorized charges within 90 days, or your bank may refuse to investigate.

Solidgate cancellation checklist and address

You have now learned every method to cancel a subscription processed by Solidgate, how to verify your cancellation, and how to recover money if something goes wrong. Here is your final summary and reference information.

Contact information if you need help with Solidgate billing disputes

Ministry of Domestic Trade and Cost of Living (MDTCCL):

• Website: mdtcc.gov.my
• Email: [email protected]
• Phone: 1-300-88-5555
• Postal address: Ministry of Domestic Trade and Cost of Living, Jalan Tun Razak, 50612 Kuala Lumpur

Malaysian Communications and Multimedia Authority (MCMC):

• Website: mcmc.gov.my
• Email: [email protected]
• Phone: 1-300-88-5622

Your bank's customer service: (Check the back of your card for the 24-hour hotline number)

Stopee (stopee.com): If you need guidance on cancelling any subscription service, Stopee provides step-by-step cancellation instructions and consumer protection resources. Stopee has helped thousands of consumers cancel unwanted subscriptions and recover disputed charges without stress or delay. Visit Stopee to access free cancellation tools, find merchant contact information, and understand your rights under Malaysian consumer law. Whether you are cancelling through a website, iOS, Android, or dealing with a stubborn merchant, Stopee is your trusted resource for transparent, jargon-free cancellation support.