Manage Zero

How to cancel Zero and stop auto-renewal charges in malaysia

What Zero is and why people cancel

Zero is a subscription-based fasting app that helps you track intermittent fasting schedules, eating windows, and health progress. You download it for free, use the basic timer, then upgrade to the paid plan for personalised insights, deeper tracking, and guided fasting protocols.

The problem most Malaysian users face is simple: you subscribe, get charged monthly or yearly, and the renewal happens automatically unless you actively cancel before your next billing date. Many of you sign up during a free trial, forget about it, and wake up to an unexpected charge on your bank statement.

If you're reading this, you probably want out. You're not alone. At Stopee, we've helped thousands of consumers navigate exactly this kind of automatic renewal trap, and Zero cancellations follow a straightforward path once you know where to look.

How Zero charges you in malaysia

Zero operates on a recurring subscription model. You pay either monthly or annually in Malaysian Ringgit (RM) through your chosen payment method: credit card, debit card, or app store billing (Apple App Store or Google Play). The moment you activate a paid plan, the next charge is locked in unless you cancel before that date arrives.

The free trial period is crucial here. If you entered payment details during sign-up to access the trial, your subscription automatically converts to a paid plan on the last day of the trial period. This is where most Malaysian consumers get caught off guard.

Why malaysian users struggle to cancel Zero

Zero's official support documentation is limited in Malaysia. There's no dedicated local customer service team, no verified live chat support, and no physical mailing address for subscription matters. Your only reliable contact channels are email ([email protected]) and phone (+6011 1533 2480), but these don't always resolve subscription issues quickly.

The safest cancellation route for you in Malaysia is direct account cancellation through the Zero app or web dashboard, or through your app store (Apple or Google) if you subscribed there. Stopee recommends this approach because you'll get immediate confirmation and can take a screenshot as proof.

Your rights as a malaysian consumer when cancelling Zero

What malaysia's consumer protection act says about subscriptions

Malaysia's Consumer Protection Act 1999 protects you when you cancel digital services. The law says companies must be transparent about subscription terms, renewal dates, and cancellation methods. They cannot hide the cancellation process or make it deliberately hard to find.

If Zero charged you without clear consent or failed to make cancellation obvious, you have the right to dispute that charge. You can request a refund through your bank or card issuer, and Zero must respond to complaints within a reasonable timeframe.

Your right to cancel before being charged

You have the unconditional right to cancel your subscription at any time before your next billing date. Zero's Terms of Service state that automatic renewal stops only when you cancel through your account or contact the company directly. This means you control when charges stop, not the other way around.

If you're within 14 days of purchase and haven't used the service substantially, you also have grounds to request a refund under consumer protection rules. Stopee advises you to document this timeline clearly when you contact Zero.

How to cancel Zero step-by-step

Cancel through the Zero app or website

This is your fastest and safest cancellation method. You'll get instant confirmation, and you'll have a digital record to prove you cancelled before your next billing date.

1. Open the Zero app on your phone or go to the Zero website in your web browser
2. Log in with your email and password
   • If you've forgotten your password, use the "Forgot password" option to reset it
3. Navigate to your Account Settings or Profile section
   • On the mobile app, this is usually a gear icon or "Settings" at the bottom
   • On the website, look for "My Account" or "Account Settings" in the top menu
4. Find the Subscription Management or Billing section
5. Select the option to "Cancel subscription", "Pause subscription", or "Manage plan"
6. Read the cancellation confirmation page carefully
   • It should clearly state that your subscription will end on a specific date
   • Check that auto-renewal is toggled OFF
7. Take a screenshot of the final confirmation page before closing the browser
8. Check your email for a cancellation confirmation message from Zero
   • If you don't receive one within 15 minutes, log back in to verify the cancellation went through

Pro tip: If you subscribed through Apple App Store or Google Play, you may need to cancel through that platform instead of the Zero app itself. Stopee recommends checking your subscription settings in both places to be absolutely certain.

Cancel through apple app store (if you subscribed on iOS)

If you're an iPhone or iPad user and subscribed through Apple, you must cancel through the App Store, not the Zero app itself.

1. Open the Settings app on your iPhone or iPad
2. Tap your name at the top of the screen
3. Select "Subscriptions"
4. Find Zero in the list and tap it
5. Tap "Cancel Subscription"
   • If the button says "Free Trial" or "Manage", tap that first, then look for the cancel option
6. Confirm your cancellation
   • Apple will ask why you're cancelling; you can skip this or provide feedback
7. You'll see a confirmation: "Subscription cancelled" with an end date
8. Take a screenshot of this confirmation

Warning: Some users think deleting the Zero app cancels their subscription. It doesn't. You must follow the steps above or Zero will charge you again on your renewal date.

Cancel through google play store (if you subscribed on android)

Android users who subscribed through Google Play must cancel through the Play Store app or website.

1. Open the Google Play Store app on your Android phone
2. Tap the profile icon in the top right corner
3. Select "Payments and subscriptions"
4. Tap "Subscriptions"
5. Find Zero and tap it
6. Tap "Cancel subscription"
7. Choose your reason (optional) and confirm
   • Google will ask if you want to keep the subscription; select "Cancel subscription" to proceed
8. You'll see a confirmation with your final access date
9. Screenshot this confirmation immediately

Pro tip: If you subscribed through the Zero website using a credit or debit card, you should cancel through the Zero app or website (Step 1-8 above), not through Apple or Google.

Cancel by contacting Zero directly

If the app or website cancellation fails or doesn't respond, contact Zero's Malaysian support team. Stopee recommends email as your primary method because you'll have a written record.

1. Send an email to [email protected]
   • Subject: "Subscription Cancellation Request"
   • Include your full name, email address, phone number, and subscription start date
   • Clearly state: "I request immediate cancellation of my Zero subscription"
   • Attach a screenshot of your account showing your subscription status
2. Call +6011 1533 2480 during business hours if you need faster resolution
   • Have your email address and payment details ready
   • Ask them to confirm cancellation by email after the call
3. Wait for a response
   • Zero should reply within 3-5 business days
   • They will either confirm cancellation or ask for additional information
4. Save all email correspondence and take screenshots

Timeline and what happens after you cancel

What to expect immediately after cancellation

You cancelled successfully, but you're not finished yet. Here's the exact timeline you should expect.

The moment you cancel through the Zero app, website, or app store, your subscription status changes to "Cancelled" or "Pending expiration". You keep full access to all paid features until your current billing period ends. For example, if your next charge was due on 15 February, you can use Zero Premium until 14 February at midnight.

On your final access date, all premium features lock. You'll drop back to the free version. Your fasting history and progress data remains visible, but you won't see personalised coaching, advanced tracking, or extra features.

How to confirm cancellation worked

Don't assume cancellation went through just because you clicked a button. Verify it with these steps.

• Log back into your Zero account 24 hours later and check your subscription status (should say "Cancelled" or "Inactive")
• Check your email spam and primary inbox for a cancellation confirmation from Zero
• Open the app store where you subscribed (Apple or Google) and confirm the subscription no longer appears in your active subscriptions list
• Mark your calendar with your final access date and check back a few days before to confirm access hasn't been cut early

If you see your subscription status as "Active" or "Renewing" after 24 hours, the cancellation didn't go through. Repeat the cancellation steps immediately or contact Zero by email.

Refunds and when you can claim one

When Zero will refund you

Zero's refund policy is strict but not unreasonable. You're eligible for a refund in these situations: you cancel within 14 days of purchase and haven't substantially used the service; you were charged twice for the same period; you were charged after cancelling; or you can prove you never consented to the subscription.

If none of those apply, a refund is unlikely unless you escalate the complaint to the Malaysian authorities.

How to request a refund from Zero

1. Email [email protected] with the subject "Refund Request"
2. Include your order number, payment date, charge amount, and reason for the refund
   • Attach screenshots of your bank statement showing the charge
   • Attach proof of cancellation (screenshot from earlier)
3. Explain clearly why you're entitled to the refund (e.g., "Charged on 10 February despite cancelling on 5 February")
4. Give them 14 days to respond
5. If they refuse or don't reply, escalate to your bank or card issuer and dispute the charge

Pro tip: Your bank or credit card company can reverse the charge even if Zero refuses. You have the right to dispute unauthorised or duplicate charges under Malaysia's Consumer Protection Act. Stopee recommends keeping all documentation before you escalate.

Dispute the charge through your bank

If Zero won't refund you, your bank can. This is called a "chargeback" or "payment dispute".

1. Contact your bank or card issuer (call the number on the back of your card)
2. Request a "dispute" or "chargeback" for the Zero charge
3. Explain the reason: duplicate charge, charge after cancellation, or unauthorised charge
4. Provide screenshots and any correspondence with Zero
5. Your bank will investigate and typically reverse the charge within 10-30 days
6. Zero may dispute the chargeback; your bank will review both sides and make a final decision

Common mistakes that lead to failed cancellations

Cancellation feels simple, but one small mistake leaves you charged for another month. We've seen it happen to thousands of Malaysian users, and it's always frustrating.

Mistake 1: deleting the app instead of cancelling the subscription

This is the most common error. You remove Zero from your phone, assume you've cancelled, and then your card gets charged. The app and the subscription are two separate things. Deleting the app does nothing to stop the charge.

Fix: Always cancel through your account settings or app store before deleting anything.

Mistake 2: cancelling through the wrong platform

You subscribed through Apple App Store but tried to cancel in the Zero app. Or you subscribed on the website but only cancelled through Google Play. The platforms don't communicate instantly.

Fix: Cancel through the exact platform where you subscribed. Check all three places (Zero app, Apple, Google) to be certain the subscription is gone.

Mistake 3: not taking a screenshot of the confirmation

The cancellation page confirms your final access date, then you close the browser. Two weeks later, you're charged again and have no proof you tried to cancel.

Fix: Screenshot every confirmation page. Save emails from Zero. These protect you if you need to dispute a charge later.

Mistake 4: cancelling too close to your billing date

Your next charge is tomorrow, and you cancel today. The system may process both the charge and the cancellation at the same time, leaving you with one final charge you didn't expect.

Fix: Cancel at least 3-5 days before your renewal date. Check your next billing date in your account before you cancel.

Mistake 5: not checking your email for confirmation

You cancel, see a message on-screen, and assume it's done. Zero's system then fails silently, and no confirmation email arrives. You find out only when you're charged again.

Fix: Wait for an email confirmation from Zero. If it doesn't arrive within 15 minutes, log back in and verify the subscription status changed to "Cancelled".

Checklist before you hit cancel

Use this checklist to make sure you're ready and won't regret your decision.

Where to get help if cancellation fails

Contact Zero directly

If your cancellation didn't work or you're still being charged after following these steps, contact Zero using these verified channels.

Warning: Zero's Malaysia-based support is email and phone only. Response times can be 3-5 business days. For urgent issues, Stopee recommends contacting your bank or card issuer in parallel.

Escalate to malaysian consumer authorities

If Zero refuses to cancel or won't refund you, you have the right to file a complaint with Malaysia's consumer protection agency.

Contact the Ministry of Domestic Trade and Consumer Affairs (KPDNKK) or the National Consumer Complaints Centre (Pusat Aduan Pengguna Negara). You can file a formal complaint if Zero breaches the Consumer Protection Act 1999 by making cancellation difficult, hiding renewal terms, or refusing to refund you after you cancelled.

At Stopee, we've guided Malaysian consumers through this escalation process. It works. Companies take consumer complaints seriously once a formal case is filed.

Key takeaways and next steps

Cancelling Zero is straightforward once you know the exact steps and the platform you used to subscribe. The three safest routes are cancelling through the Zero app, cancelling through your app store (Apple or Google), or emailing [email protected] with clear proof.

Most importantly, cancel before your next billing date, take a screenshot of the confirmation, and wait for an email confirmation. Don't assume silence means cancellation worked. Stopee has helped thousands of consumers navigate subscription cancellations across Malaysia, and the most successful ones verify their cancellation immediately and keep all screenshots and emails.

If you're charged after cancelling, dispute it through your bank. If Zero refuses to help, escalate to the Ministry of Domestic Trade and Consumer Affairs. You are protected by Malaysian law, and companies must honour cancellation requests made before your billing date.

Ready to cancel? Go back to the step that matches your subscription method, follow it exactly, and screenshot everything. Stopee is here to help you take control of your subscriptions and stop unwanted charges before they happen.