Manage Xref

How to cancel your Xref subscription without losing your hiring data

Understanding Xref and your commitment to them

Xref is a cloud-based hiring software platform built for automated reference checking and employee engagement surveys. If you work in recruitment, HR, or run a staffing agency in Malaysia, you likely use Xref to speed up referee collection instead of chasing contacts manually by email and phone. The challenge is that Xref operates on a locked 12-month subscription model, which means your cancellation decision is tied to a specific renewal date and a 30-day notice requirement.

Understanding how Xref works in Malaysia is your first step toward cancelling without unexpected charges. At Stopee (stopee.com), we help thousands of Malaysian professionals navigate subscription cancellations precisely like this one, so you can make an informed choice before you take action.

What you're actually paying Xref for

Xref's pricing is structured around workflow automation features. You pay for reference collection automation, report sharing, candidate tracking, bulk upload tools, API integrations, and account support-features that lock into your active hiring campaigns and recruitment timelines. Most customers don't use Xref casually; they embed it into live HR processes. That's why cancelling mid-contract often costs you money.

How the 12-month commitment works

Your Xref subscription comes with a mandatory 12-month commitment period visible inside the platform dashboard. At the end of that 12 months, your account auto-renews for another full year unless you cancel at least 30 days before the term-end date. This is the single most important rule to remember. If you miss the 30-day window, you'll be charged for another 12 months automatically, even if you submit a cancellation request on day 31.

Why you should cancel Xref now

You're considering cancelling because the cost no longer justifies your current hiring volume, your team has moved to a competing tool, or your budget has tightened. Whatever the reason, Stopee is here to help you understand whether cancelling is the right move and when to do it.

Common reasons to cancel

• Your hiring pipeline has slowed or closed
• You've switched to a cheaper reference-checking alternative
• Your team prefers manual reference collection or email-based workflows
• Monthly subscription costs have become unaffordable
• Lack of Malaysia-specific local support or pricing transparency
• Your contract auto-renewed and you no longer need the service

Reasons you might keep Xref

Before you cancel, pause and ask yourself: Are you still running active recruitment campaigns? Do your hiring managers rely on Xref's automated reports weekly? Is your onboarding checklist built around reference data from Xref? If the answer is yes to any of these, keeping Xref for the remainder of your 12-month term may cost less than cancelling early and paying an early-exit fee, then re-subscribing to another tool later.

How to cancel Xref step by step

Cancelling Xref requires you to follow a structured process inside the platform and confirm your cancellation through support, because self-service cancellation buttons are not always obvious and the terms don't spell out a clear menu path.

Pre-cancellation checklist

Before you submit any cancellation request, protect your data and confirm your renewal date. The platform does not clearly explain what happens to your reference reports, candidate data, and historical records after cancellation, so take these steps now:

1. Log in to your Xref account and navigate to the subscription or billing section
   • Take a screenshot of your current plan name and tier
   • Note your exact commitment end date (YYYY-MM-DD)
   • Record your account email and account number if visible
2. Export or download all reference reports and candidate data you need to keep
   • Go to the Reports section and download in PDF or CSV format
   • Save any custom templates or workflows you've created
   • Notify your team so no one loses access to critical hiring records
3. Retrieve your last 3 invoices and payment receipts
   • These will be your proof of payment if a dispute arises later
   • Check that all charges match your agreed plan price
4. Check your current renewal date and calculate your 30-day cancellation window
   • Example: If your term ends on 31 March 2024, you must cancel by 28 February 2024
   • If you cancel after 28 February, you'll be charged for another 12-month term

Submitting your cancellation request

Xref does not publish a obvious "Cancel Now" button in account settings. Instead, you'll submit a formal cancellation request through their support channel. This is actually a safeguard for you because it creates a documented record of when you requested cancellation.

1. Visit the Xref support or help page and locate the contact form or support request button
2. Fill out the support request with the following information:
   • Subject line: "Subscription Cancellation Request"
   • Account email address (the one registered with Xref)
   • Account name or company name
   • Current subscription plan (Starter, Growth, Plus, or Premium)
   • Desired cancellation date (your commitment end date)
   • Brief reason for cancellation (optional but helps)
   • Request confirmation that no charges will occur after the cancellation date
3. Send the request and save the confirmation email or ticket number you receive
   • This is your proof that you submitted cancellation on time
   • Take a screenshot of the ticket number and timestamp
4. Wait for Xref support to reply (typically within 2-3 business days)
   • They will confirm your cancellation request and your final billing date
   • Ask them to confirm in writing that no auto-renewal will occur
5. On your confirmed cancellation date, log in to your account and verify access has ended
   • Your dashboard should display "Subscription Ended" or similar
   • If access persists or you're still charged, contact support immediately with your ticket number

Pro tip: Request cancellation at least 35 days before your term end date to account for email delays and support response time. This gives you a 5-day buffer to escalate if Xref misses your 30-day window. Warning: If you contact Xref fewer than 30 days before your term-end date and they confirm cancellation after the deadline, your account may still auto-renew for 12 months. Document this in writing and request a refund as soon as you discover the charge.

Understanding your refund rights in malaysia

Malaysian consumer protection law gives you specific rights when you cancel a subscription service. Stopee works to ensure every consumer knows these protections, so you can push back if Xref refuses a fair refund.

The consumer protection act 1999 and subscription cancellations

Malaysia's Consumer Protection Act 1999 (CPA 1999) governs all consumer transactions, including SaaS subscriptions sold to Malaysian businesses and individuals. The key provision that affects you is the right to cancel within a "cooling-off period" if you weren't given clear terms and conditions before purchase.

However, Xref's terms explicitly state that subscriptions are locked under a 12-month commitment with auto-renewal. Because Xref provides these terms upfront, your legal cooling-off right is limited. What you do retain is the right to cancel at the end of your term, and the right to demand a refund if Xref charges you after you've submitted a valid cancellation request before the 30-day deadline.

When you can demand a refund

You have a legitimate refund claim if any of these apply:

• You submitted a cancellation request more than 30 days before your term-end date, Xref confirmed it, but still charged you for a renewal
• Xref continued to bill your payment method after you cancelled and requested access termination
• You were charged in MYR but invoiced in USD without clear currency conversion or were charged double
• Xref's service was unavailable or broken for a continuous period and you couldn't use key features
• You cancelled within the first 14 days of purchase and were not informed of auto-renewal terms clearly

How to escalate if Xref refuses to refund you

If Xref ignores your refund request or denies it without justification, escalate to the Federation of Malaysian Consumers Associations (FOMCA) or file a complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA). At Stopee, we've helped consumers escalate dozens of subscription disputes using these channels, and they work.

1. Document all communication with Xref (emails, support tickets, screenshots of invoices)
2. File a formal complaint with MDTCA at www.kpdnkk.gov.my or call 1-800-886-800
3. Include your cancellation request date, term-end date, and proof that you met the 30-day requirement
4. State the refund amount in MYR and explain why you believe the charge was unlawful
5. Allow 30 days for a response; MDTCA can force Xref to refund if they find in your favour

Xref pricing breakdown for malaysian users

Understanding what you pay helps you decide if cancellation is worth it. Xref publishes pricing in USD, but Malaysian users are typically billed in MYR at current exchange rates, which means your actual cost can fluctuate.

Note: These figures are estimates based on USD-to-MYR conversion (approximately 1 USD = 4.5 MYR) and may change. Always confirm the exact MYR amount on your invoice before renewal.

What happens after you cancel Xref

Cancellation doesn't end on the day your subscription closes. You need to plan for what comes next so your hiring process doesn't stall and you don't lose critical data.

Immediate aftermath of cancellation

On your cancellation date, your Xref account will enter read-only mode or be fully deactivated. You'll lose the ability to send new reference requests, but your historical data should remain accessible for a limited period-typically 30 to 90 days, though Xref's terms don't specify this clearly.

1. Download all remaining reports, templates, and candidate profiles immediately after cancellation
   • Xref may delete your data 30 days after cancellation, so don't wait
   • Export everything to CSV, PDF, or your new hiring tool's import format
2. Notify your hiring team that Xref is no longer available and share the exported data
   • Make sure no team member tries to send reference requests after cancellation
   • Provide alternative contact details for reference collection (email, phone, or new tool)
3. Update any integrations you had connected to Xref (e.g., your ATS, HR system, or email workflow)
4. Consider a replacement tool if you still need automated reference checking
   • Stopee's comparison guides help you find the right tool for your team and budget

Data retention and privacy after cancellation

Xref's privacy policy states that they may retain your account data for compliance purposes (typically 7 years for payroll and tax records), but they won't use it for marketing or send you promotional emails if you've cancelled. If you want your data deleted faster, you can request this in writing to their support team, and they should comply within 30 days under Malaysia's Personal Data Protection Act 2010 (PDPA).

Common cancellation mistakes and how to avoid them

Cancelling a subscription sounds simple, but small mistakes cost money and cause frustration. Here are the traps most people fall into with Xref, and how you sidestep them.

Missing the 30-day cancellation window

This is the most expensive mistake. You think about cancelling on day 32 of your term, submit the request, and Xref auto-renews you for another 12 months because you missed the deadline. You are now locked in for RM 2,000-18,000 depending on your plan.

How to avoid it: Set a phone reminder for exactly 40 days before your term-end date. This gives you 10 days of buffer to submit your cancellation request and receive confirmation from Xref support.

Not exporting your data before cancellation

You cancel, your account closes, and suddenly you realize you need a reference report from 6 months ago. Xref has already deleted it or locked you out, and there's no way to retrieve it without paying to reactivate your account.

How to avoid it: Export all reports, templates, and candidate data at least 7 days before your cancellation date. Save them on your company's secure server or cloud storage (Google Drive, OneDrive, etc.).

Cancelling by email without a response confirmation

You send Xref an email saying "Please cancel my account," but it gets lost in their support inbox. No one replies, and your account renews because there's no documented evidence that you requested cancellation within the 30-day window.

How to avoid it: Always use Xref's official support form or ticket system, not a general email address. A support ticket creates a timestamped record that protects you legally. Save the ticket number and request confirmation in writing that your cancellation has been processed.

Not checking your credit card after cancellation

You cancel Xref, feel relieved, and then 2 months later discover you were still being charged because the auto-renewal processed before your cancellation took effect.

How to avoid it: Check your credit card statement for 90 days after your cancellation date. If any charges from Xref appear after your confirmed cancellation date, contact your bank immediately to dispute the transaction and request a chargeback. Stopee recommends keeping all cancellation confirmation emails for at least 12 months.

Confusing your term-end date with your billing date

Your Xref invoice says "Next billing date: 15 April," so you think you have until 15 April to cancel. Actually, your 12-month commitment ends on 31 March, and you needed to cancel by 28 February. You miss the window and get charged.

How to avoid it: Log in to your Xref account and find the "commitment end date" or "term-end date," not the billing date. These are two different dates. The cancellation deadline is 30 days before the term-end date, not the billing date.

Cancellation checklist for Xref

Use this checklist to ensure you cancel correctly and don't miss any critical steps.

• Log in to Xref and find your exact term-end date (YYYY-MM-DD format)
• Calculate your 30-day cancellation deadline and set a phone reminder
• Take screenshots of your subscription plan, price, and renewal date
• Export all reference reports, candidate profiles, and templates to PDF or CSV
• Download your last 3 invoices and payment receipts
• Notify your hiring team that Xref will be cancelled
• Identify a replacement reference-checking solution if needed
• Visit Xref's support page and submit a cancellation request via their official form
• Include your account email, plan name, and desired cancellation date
• Save the support ticket number and screenshot the timestamp
• Wait for Xref to reply with written confirmation of cancellation
• Confirm that no charges will be applied after your term-end date
• Log in on your cancellation date to verify the account is closed or read-only
• Monitor your credit card for 90 days to ensure no surprise charges
• If charged after cancellation, dispute the transaction with your bank and contact MDTCA

Xref vs competing reference-checking tools

Before you cancel Xref, you might want to know what alternatives exist. Here's how Xref compares to other popular reference-checking platforms used by Malaysian recruitment teams.

Your consumer rights and escalation paths

Xref is an Australian company governed by New South Wales law, but they operate in Malaysia and collect payment from Malaysian businesses. This creates a grey area where both Australian contract law and Malaysian consumer protection law may apply. Stopee always recommends using Malaysian consumer law as your strongest leverage point.

What you're legally entitled to

• The right to cancel at the end of your 12-month commitment term with 30 days' notice
• The right to not be charged after you submit a valid cancellation request on time
• The right to a refund if Xref charges you after you've met the cancellation requirements
• The right to your personal and business data under the Personal Data Protection Act 2010 (PDPA)
• The right to dispute unauthorized charges with your bank or payment provider

Escalation ladder if Xref won't cooperate

1. Send a formal written demand letter to Xref via email, citing the 30-day cancellation requirement and asking for a refund within 7 days
   • Keep this email for your records and take a screenshot of the sent timestamp
2. If Xref doesn't respond within 7 days, file a complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA)
   • Website: www.kpdnkk.gov.my
   • Hotline: 1-800-886-800 (toll-free)
   • Provide your cancellation request date, term-end date, invoice, and Xref's refusal to refund
3. If MDTCA does not resolve it, escalate to the Federation of Malaysian Consumers Associations (FOMCA) or pursue a small claims case in the Magistrates' Court
   • FOMCA: www.fomca.org.my
   • Small claims threshold in Malaysia is up to RM 5,000, which covers most Xref refund disputes
4. Contact your bank or credit card issuer and request a chargeback for unauthorized charges after cancellation

Pro tip: The moment you decide to escalate a refund dispute, stop all communication with Xref support and start communicating only in writing (email, formal letters). This creates a paper trail that protects you legally if the case goes to MDTCA or court.

When to cancel vs when to keep your Xref subscription

Not every cancellation is the right choice financially. Before you submit that cancellation request, run this quick decision table.

How stopee helps you cancel subscriptions the right way

Cancelling Xref is straightforward if you know the rules, but most people waste time, miss deadlines, or end up in disputes with support. Stopee (stopee.com) has helped thousands of Malaysian consumers and businesses cancel subscriptions, avoid auto-renewal traps, and recover lost refunds. Our platform gives you step-by-step guides, checklists, and direct escalation templates for every service-from SaaS tools to streaming platforms.

When you cancel through Stopee's resources, you get access to consumer rights information specific to Malaysia, automated reminders for cancellation deadlines, and templates for formal complaint letters that work with MDTCA. You're never alone in pushing back against unfair charges.

Contact Xref directly if you need immediate support

While Xref does not publish a Malaysia-specific support number, you can reach their Australia-based support team at the verified contact line +61 2 8244 3099 (Australian time zone, so call during office hours 9am-5pm AEDT). Alternatively, visit their support page and submit a ticket through their official contact form-this is the recommended route because it creates a documented record.

For Malaysian consumer escalations and refund disputes, Stopee recommends contacting the Ministry of Domestic Trade and Consumer Affairs directly:

• Ministry of Domestic Trade and Consumer Affairs (KPDNKK)
• Website: www.kpdnkk.gov.my
• Hotline: 1-800-886-800 (toll-free)
• Email: inquiries through the website contact form

Conclusion: take control of your Xref cancellation

Cancelling Xref is entirely within your control if you act before the 30-day deadline, export your data, and submit a formal cancellation request through their support system. You have legal rights under Malaysia's Consumer Protection Act 1999, and you have escalation paths if Xref refuses to cooperate. The key is documentation-keep screenshots, email confirmations, invoices, and support ticket numbers.

Stopee (stopee.com) empowers you to cancel subscriptions confidently and recover money you shouldn't have paid in the first place. Use our checklists, comparison guides, and consumer rights information to make the right decision for your business. If Xref charges you after you've cancelled correctly, you know exactly how to escalate and demand a refund.

Start your cancellation today by logging into your Xref account, finding your term-end date, and setting a 40-day reminder. Then follow the steps in this guide, and you'll be free of Xref without unnecessary charges, lost data, or regret. Stopee has helped thousands of consumers and business owners just like you cancel problematic subscriptions and take back control of their budgets. Your turn is now.