Manage Tencent Video

How to cancel Tencent Video and stop recurring charges in malaysia

What Tencent Video is and why you might want to cancel

Tencent Video is a Chinese streaming platform owned by Tencent, one of Asia's largest technology conglomerates. In Malaysia, most users encounter it through WeTV, Tencent's international streaming service designed for audiences across Southeast Asia. You subscribe to access a library of Chinese dramas, films, variety shows, and exclusive original productions.

The service operates on a straightforward recurring payment model. You pay a monthly or yearly subscription fee, and your account renews automatically on your billing date unless you cancel before that date arrives. The frustration many Malaysian users experience stems from unclear cancellation pathways and the ease with which auto-renewal charges slip through unnoticed. At Stopee, we understand how annoying it is to discover a charge you did not authorise, which is why we have created this guide to help you regain control of your subscription.

What you are actually paying for with Tencent Video

Your subscription fee gives you access to premium content and streaming features unavailable on the free tier. This includes current drama episodes, exclusive shows, reduced or zero advertisements, and smoother playback across mobile and web platforms. If you only watch occasionally or are happy with free, ad-supported content, cancelling is the right move. If you subscribed specifically for premium episodes or ad-free viewing, you need to act before your next renewal date.

Pricing in Malaysia varies depending on where you subscribed. WeTV commonly charges around RM25.00 per month or RM250.00 per year when you sign up directly. Some users pay different amounts through app store billing (Apple App Store or Google Play), where prices may appear as RM42 monthly or RM406 annually due to currency conversion and platform surcharges. This pricing inconsistency is why so many Malaysians struggle to identify which subscription they are actually paying for.

Why you should cancel now if you are not using it

Every month your subscription renews, money leaves your bank account. Unlike a one-time purchase, recurring subscriptions demand active cancellation. Waiting until you "get around to it" guarantees at least one more charge. The longer you delay, the higher your total cost. At Stopee, we recommend you cancel today if you have decided the service no longer adds value to your life.

Your consumer rights when cancelling in malaysia

Malaysia's Consumer Protection Act 1999 protects you when dealing with subscription services and recurring charges. Understanding these rights is your strongest lever if Tencent Video refuses to refund an unwanted renewal charge.

What the consumer protection act 1999 says about subscriptions

Under the Consumer Protection Act 1999, you have the right to cancel a recurring transaction. The law requires clear disclosure of subscription terms, automatic renewal conditions, and cancellation procedures. If Tencent Video makes cancellation deliberately difficult or hidden, the company is violating your consumer rights. Additionally, if you paid by credit or debit card and the charge appears after cancellation, your bank can assist you through a chargeback or dispute process.

The Malaysian government enforces these protections through the Ministry of Domestic Trade and Consumer Affairs (KPDNHEP). If Tencent Video refuses to honour a cancellation request or process an unauthorised renewal charge, you can lodge a formal complaint. Having documentation of your cancellation attempt (screenshots, emails, timestamps) strengthens your case significantly.

How to escalate if the company does not comply

If you cancel and still receive a charge, first contact Tencent Video's support team with proof of your cancellation attempt. Most companies respond within 7 days. If they do not refund the charge or acknowledge your request within 14 days, escalate to KPDNHEP. You can file a complaint online at their website or call their hotline. Keep all evidence: screenshots of your account, confirmation emails, bank statements showing the charge, and records of your communication with the company. These documents are your protection if formal action becomes necessary.

How to cancel Tencent Video before your next billing date

Your cancellation method depends entirely on where you subscribed and how you paid. The single most common mistake Stopee users report is cancelling in the wrong place-for example, cancelling in the app when the subscription was purchased through Apple or Google's billing system. Follow the correct path for your situation, and you avoid this trap.

Step-by-step cancellation through the web or account page

If you subscribed directly on Tencent Video's website or WeTV's web platform using a credit card, debit card, or online payment method, cancel through your account settings. This is the most straightforward route and usually takes 2-3 minutes.

1. Open a web browser and visit the Tencent Video or WeTV website (wetv.vip or tencent.com).
2. Log in with your account email and password.
   • If you forgot your password, click "Forgot Password" and reset via email or phone number.
3. Navigate to your account settings or profile menu (usually a gear icon or your username in the top-right corner).
4. Select "Subscriptions", "Billing", or "My Plans"-the exact label varies between platforms.
   • Look for any section showing your active subscription and next billing date.
5. Click on your active plan and select "Cancel Subscription" or "Manage Subscription".
6. Read any final offer (a discounted rate or pause option may appear here) and confirm your cancellation.
   • Do not click any button offering a discount unless you genuinely want to stay subscribed.
   • Warning: Some platforms obscure the "Cancel" button by placing it in small text or offering multiple upsell options first. Read every field before clicking.
7. Wait for a confirmation screen or email confirming your cancellation.
   • Screenshot this confirmation immediately and save the email for your records.

Pro tip: If the website does not show a clear cancellation button, try accessing your account on mobile as well as desktop-sometimes the mobile app displays cancellation options more prominently. At Stopee, we have seen cases where the web version hides the button entirely but the app makes it obvious.

Cancelling a subscription purchased through apple app store

If you subscribed through Apple's billing system (either on an iPhone, iPad, or Mac), you must cancel through Apple's settings, not through the Tencent Video app itself. Apple handles all payment and subscription management for in-app purchases.

1. Open the Apple App Store app on your iPhone, iPad, or Mac.
   • On iPhone/iPad: tap the profile icon (your photo) in the top-right corner.
   • On Mac: click your name in the top-right corner of the App Store window.
2. Select "Subscriptions" from the menu.
3. Find "Tencent Video" or "WeTV" in your active subscriptions list.
4. Tap on the subscription and select "Cancel Subscription".
5. Confirm your cancellation by tapping "Confirm" or "Yes, cancel" when prompted.
   • Apple will ask why you are cancelling-you can select "Not Worth It" or leave it blank.
6. Look for a final confirmation message stating your subscription will end on a specific date.
   • You remain subscribed until that end date; you are not charged again after it passes.
7. Screenshot the cancellation confirmation and save it.
   • Warning: Apple's email confirmation sometimes takes 24 hours to arrive. Do not assume you have failed if you do not see an email immediately.

Pro tip: If you have an Apple ID but cannot find your Tencent Video subscription in the app store, you may have subscribed on a different Apple ID or a different device. Check all Apple IDs linked to your phone or use Apple's account recovery tool. Stopee receives frequent enquiries from users who subscribed under a partner's or family member's Apple account and did not realise.

Cancelling a subscription purchased through google play

Google Play handles subscriptions purchased through the Android app or Google Play website. You must cancel through Google Play, not within the Tencent Video app. The process is similar to Apple's but accessed differently.

1. Open the Google Play Store app on your Android phone or visit play.google.com in a browser.
   • On Android: tap your profile icon in the top-right corner.
   • In a browser: click your profile picture in the top-right corner.
2. Select "Payments and subscriptions" or "Manage subscriptions".
3. Tap on "Subscriptions" to view your active plans.
4. Find "Tencent Video" or "WeTV" in your list and tap it.
5. Select "Cancel subscription" and confirm when prompted.
   • Google may offer a retention discount-only accept this if you genuinely wish to remain subscribed.
6. Wait for a final confirmation showing your cancellation is complete and the date your subscription ends.
7. Screenshot and save this confirmation.
   • Warning: If the cancellation button does not appear, your subscription may already be expired or paused. Check the subscription status carefully before troubleshooting further.

Pro tip: Google Play sends a confirmation email to your Google account email address. Check your spam or promotions folder if the email does not appear in your primary inbox within 24 hours. At Stopee, we recommend setting a phone reminder for 3 days before your cancellation takes effect, so you can verify the charge does not reappear.

What happens after you cancel Tencent Video

Cancellation does not mean you lose access immediately. You remain subscribed until your next billing date, which is often the source of confusion.

Your access after cancellation

Once you cancel, your account transitions to a "pending cancellation" state. You keep full access to all premium content until midnight on your renewal date. After that moment, your access ends, and you return to the free tier (if available) or lose access entirely. You are not charged again. This grace period is your protection-you have already paid for that time, so use it fully.

Recovering access if you cancel by mistake

If you cancel and change your mind within a few days, contact Tencent Video's support team immediately. Most companies allow you to reactivate before your cancellation becomes final. If you have already lost access, resubscribe at any time-there is no penalty for previous cancellation. Your watch history and preferences typically remain saved if you reactivate the same account.

Refund eligibility and how to request one

Malaysia's Consumer Protection Act 1999 and consumer practice do not guarantee automatic refunds for subscriptions once your billing period has begun, unless you discover fraudulent charges or prove you were misled about the service.

When you can request a refund

You have a strong case for a refund if:

• You were charged after you successfully cancelled (renewal charge after cancellation).
• You did not authorise the charge (someone else used your card without permission).
• You cancelled within 3 days of a new subscription and have clear evidence (screenshots, emails).
• Tencent Video made cancellation deliberately impossible or hidden, preventing you from stopping the renewal.

If none of these apply, a refund is unlikely. Most streaming services treat subscription fees as non-refundable once your billing period is active, similar to cinema tickets or concert entry. However, if you paid by credit or debit card, your bank can often reverse a charge if you dispute it as an unauthorised transaction.

How to request a refund from Tencent Video

Contact Tencent Video's support team via email or their online support portal at tencent.com. Provide your account email, the date and amount of the charge you want refunded, proof of cancellation (screenshot of your cancellation confirmation), and the reason for the refund request. Be specific and factual-explain that you cancelled before the renewal date and were charged anyway, or that you did not authorise the transaction. Most companies respond within 7-10 business days. If they refuse, escalate to your bank or KPDNHEP as described earlier.

Tencent Video subscription pricing and billing dates

Understanding what you are paying each month helps you decide whether to cancel and ensures you catch any incorrect charges.

Every plan renews automatically on your billing date unless you cancel. Charges appear in Malaysian Ringgit (RM) on your bank statement, usually labelled as "Tencent", "WeTV", "Apple Media", or "Google Play" depending on your payment method. If your card is linked to a currency other than MYR, you may see a slightly different amount due to exchange rate conversion.

Common mistakes people make when cancelling Tencent Video

Cancellation frustration often stems from preventable errors. We hear from Malaysian users who thought they had cancelled only to discover another charge weeks later. Here are the mistakes Stopee has helped countless people avoid.

Cancelling in the app instead of through the correct payment platform

This is the single most costly mistake. You cancel inside the Tencent Video app, believing you are done, but the app does not control your subscription-your payment platform does. If you subscribed through Apple or Google, cancelling in the app does absolutely nothing. Your subscription renews as scheduled, and you are charged again. Always cancel through the exact platform where your payment is processed: the web account page, Apple App Store settings, or Google Play settings. Do not cancel in the app.

Cancelling but forgetting to save proof

You cancel, see a confirmation message, and move on. Weeks later, you are charged again. You contact support, but you have no screenshot or email proof that you actually cancelled. The company claims you never submitted a cancellation request. This becomes a painful "he said, she said" situation. Save every confirmation-screenshot it immediately, save any email confirmation, and write down the date and time in a notes app. At Stopee, we recommend taking photos of your phone screen with another device if email confirmation is slow to arrive.

Cancelling right before your renewal, then not tracking the cancellation date

You cancel on the 28th when your renewal date is the 30th. You assume the cancellation is instant. It is not-the cancellation usually takes effect on your actual renewal date. If you do not mark your calendar, you might forget that a charge is still coming in 2 days. You check your account the next day, do not see the pending charge (it is still 1 day away), and think everything is fine. The charge hits, and you are annoyed. Track your renewal date explicitly. Set a reminder for the evening before, so you verify the charge did not appear.

Not checking which payment method is linked

You cancelled what you thought was your subscription, but you had actually set up two subscriptions-one on your personal card and one on your partner's. Or you have subscriptions on your old card and new card simultaneously. You cancel one and miss the other. Before you cancel, log into your account and check the payment method linked to each subscription. If multiple cards are on file, confirm which one is actively billing. Stopee users often discover they are paying twice because they set up a subscription, forgot about it, and later started a new subscription without realising the first one was still active.

Before you cancel: a pre-cancellation checklist

Following this checklist ensures you have a solid record and avoid nasty surprises.

• Log into your Tencent Video or WeTV account and find the subscription or billing section.
• Take a screenshot of your active plan, showing the plan name and next billing date clearly.
• Save your latest payment receipt, showing the amount charged and the date.
• Note the last 4 digits of the card you are using, so you can identify future charges.
• Check whether you subscribed directly on web, Apple App Store, or Google Play.
• If you subscribed on an app store, open that app's settings and confirm your subscription appears there (not just in the Tencent Video app).
• Set a phone reminder for the evening before your renewal date.
• Read Tencent Video's cancellation policy one more time to confirm you understand the timeline.

Should you cancel Tencent Video or keep it

Cancellation is right for you if you no longer watch the service regularly, if the price no longer fits your budget, or if you have a backlog of other shows you prefer to watch. Keep it only if you actively use it and the cost genuinely represents good value against what you pay for other entertainment.

Contact information and escalation pathways

If cancellation fails or charges continue after you cancel, here is where you escalate.

Tencent Video support and customer service

Tencent Video offers support 24 hours a day, 7 days a week through their help page and online chat system at tencent.com. You can also try contacting WeTV's support team if you subscribed through the international platform. Email support may take 7-10 days to respond; live chat usually replies within a few hours during business hours. Have your account email, subscription plan name, and any screenshots ready before you contact them.

Escalation to KPDNHEP (Malaysia's consumer authority)

If Tencent Video does not refund an unauthorised charge or refuses to honour your cancellation within 14 days, lodge a formal complaint with KPDNHEP (Ministry of Domestic Trade and Consumer Affairs). You can file a complaint online at kpdnhep.gov.my or call their hotline. You will need to provide your account details, proof of the charge, evidence of your cancellation attempt, and documentation of any communication with Tencent Video. KPDNHEP handles these cases professionally and takes consumer protection seriously.

Chargebacks through your bank

If Tencent Video charged you after you cancelled, or if you did not authorise a charge, contact your bank and request a chargeback (also called a "dispute" or "reversal"). Your bank can reverse the charge and investigate whether the transaction was unauthorised. This process typically takes 30-60 days but is very effective. Keep all proof-screenshots, emails, cancellation confirmations, and bank statements showing the unwanted charge. Your bank will ask for these documents as part of their investigation.

Why stopee is here to help you take control

Streaming subscriptions are designed to be easy to buy and difficult to quit. Tencent Video is no exception-the platform does not make cancellation obvious, auto-renewal happens by default, and support responses are slow. You are not alone in feeling frustrated by this pattern. Stopee has helped thousands of consumers cancel recurring subscriptions, recover unwanted charges, and reclaim control of their finances. Whether you need step-by-step guidance, want to understand your consumer rights, or are preparing to escalate a dispute to KPDNHEP, Stopee is your independent source for clear, honest cancellation advice. Visit Stopee.com today to explore guides for other subscriptions and to access tools designed specifically to make cancellation straightforward and stress-free.