Manage Paypal
What you don't know !
Silent Waste
84%
of people lose money every month on unused services
Lack of Transparency
60%
of users feel lost facing cancellation terms
Budget Illusion
82%
of consumers underestimate the cost of their automatic withdrawals
Fear of Commitment
44%
of subscribers have experienced a 'commercial trap' experience
Legal Validation
All our letters are written by legal experts to guarantee their compliance.
Legal Commitment
We generate legally binding documents that your provider is obligated to honor.
Immediate Efficiency
Free yourself from your commitments in less than 2 minutes, directly online.
Budget Optimization
Regain control of your finances by stopping superfluous withdrawals.
Cancel Paypal: The Right Way
How to cancel your PayPal account and stop automatic payments in new zealand
What PayPal is and why you might want to cancel
PayPal is a globally trusted online payment platform that lets you send and receive money, pay for goods and services, and manage recurring subscriptions from a single account. It works with merchants worldwide and supports both personal and commercial users across New Zealand.
You might be here because you want to cancel an automatic payment to a specific merchant, close your entire PayPal account, or simply stop unwanted recurring charges. Whatever your reason, Stopee is here to walk you through the process step by step and make sure you understand your rights as a New Zealand consumer.
Key functions PayPal offers
PayPal handles one-off payments, recurring automatic payments (subscriptions), and merchant processing through both PayPal and Braintree. It also provides dispute handling and refund tools for eligible transactions, giving you some protection if something goes wrong. You can link your bank account, debit card, credit card, or PayPal balance to fund your payments.
When you should consider cancelling
You should cancel if you no longer use a service, want to switch payment methods, or discover charges you did not authorise. If a merchant continues to bill you after you requested cancellation, that is a serious issue and Stopee recommends escalating to PayPal's dispute team or contacting the Commerce Commission if PayPal does not help.
Your consumer rights in new zealand
New Zealand law protects you when you buy goods or services, and those protections apply whether you pay via PayPal or any other method.
The consumer guarantees act and what it means for you
Under the Consumer Guarantees Act (CGA), goods you buy must be of acceptable quality, safe, and fit for purpose. Services must be carried out with care and skill, and within a reasonable timeframe. If a product or service fails to meet these guarantees, you have the right to a remedy: repair, replacement, or refund.
Importantly, this right exists regardless of what a merchant's terms say. You do not need a seller's permission to claim a remedy under the CGA.
The 14-day "change of mind" rule and when it applies
New Zealand law does not automatically give you a blanket 14-day cooling-off right for all purchases. However, some merchants (particularly online retailers) voluntarily offer a change-of-mind return window. Always check the seller's terms. If they offered a return period when you bought and they now refuse to honour it, you can escalate that complaint through PayPal's resolution centre.
For subscriptions specifically, the CGA does not force a refund if you simply change your mind. However, if a merchant failed to make clear how to cancel, or if charges continued after you cancelled, the CGA gives you grounds to claim a remedy.
How to cancel an automatic payment on your PayPal account
Stopping a recurring charge is straightforward and takes just a few minutes on either the web or mobile app. Follow these steps carefully to ensure the payment does not recur.
Cancel a subscription using PayPal's website
- Go to paypal.com and log in with your email and password.
- Pro tip: If you use a password manager, use it here-do not click "Forgot password" unless you genuinely need to reset it.
- Click the gear icon in the top right corner (Settings).
- You should see a dropdown menu with several options.
- Select Payments from the left menu.
- Look for a section called "Manage automatic payments," "Subscriptions," or "Recurring payments"-the label varies slightly depending on your account type.
- Find the merchant or subscription you want to cancel and click on it.
- You will see details including the payment amount, frequency, and next billing date.
- Click Cancel or Turn off.
- PayPal will ask you to confirm. Read any final message from the merchant, then click the final confirmation button.
- Look for a confirmation message on screen or in your email within minutes.
- Warning: Take a screenshot of the cancellation confirmation-this is your proof if disputes arise later.
Cancel a subscription using the PayPal mobile app
- Open the PayPal mobile app and log in.
- If you do not have the app, download it from the Apple App Store or Google Play.
- Tap the Menu icon (three horizontal lines) at the bottom right.
- This opens your account menu.
- Select Settings.
- Scroll down to find "Automatic Payments," "Subscriptions," or "Linked Businesses" (depending on your app version).
- Tap the merchant or subscription you want to stop.
- Review the payment details and frequency.
- Tap Remove PayPal as your payment method or Cancel.
- Warning: Not all subscription types are cancellable through the app. If you see no cancel button, skip to the next section.
- Confirm your choice when prompted.
- You should receive an in-app and email confirmation immediately.
Cancel app store subscriptions (Apple and google play)
If you subscribed to a service through the Apple App Store or Google Play, you must cancel directly in those platforms, not in PayPal. PayPal cannot cancel these on your behalf.
- For Apple App Store: Go to Settings (on your iPhone or iPad) > tap your name > Subscriptions > find the app > tap "Cancel Subscription."
- You will lose access at the end of the current billing period.
- For Google Play: Open the Google Play app > Menu > Subscriptions > select the subscription > tap "Cancel subscription" > confirm.
- Google Play will stop charging you at the end of your current billing cycle.
What happens after you cancel your subscription
Cancelling a recurring payment does not instantly reverse past charges, but it does stop future ones. Understanding what comes next helps you avoid confusion and catch any mistakes.
Immediate effects on your account
The moment you cancel, PayPal stops the merchant from charging you. You will not be billed again unless you manually restart the subscription or the merchant sets up a new payment arrangement with your written consent.
Your PayPal account remains open and active. All your transaction history, linked payment methods, and balance stay intact. Cancelling one subscription does not affect any other subscriptions or services you use.
Access to the service you were paying for
Once you cancel, access to the merchant's service typically ends at the end of your current billing period. Some services cut access immediately; others give you until the end of the month or year (depending on what you paid for). Check the cancellation confirmation or contact the merchant directly if you are unsure when access stops.
Pro tip: If you need continuous access, consider switching to a different payment method or provider before the old one cuts you off.
Will you get a refund after cancelling?
Refunds depend on whether you are asking the merchant to reverse a charge or claiming a remedy under consumer law. Stopee will help you understand both scenarios.
How PayPal's refund policy works
A refund can only be issued by the merchant (the seller or service provider). PayPal does not automatically refund you just because you cancelled. Instead, merchants can issue full or partial refunds through their PayPal account using Activity > select payment > "Issue a refund."
Once a merchant issues a refund, it returns to your original payment method. If you paid from your PayPal balance, the money goes back to that balance immediately. If you paid from a linked bank account or card, the refund typically takes 3 to 5 business days, though banks can take up to 30 days in rare cases.
Refund timing by payment method
| Payment method | Refund speed | Notes |
|---|---|---|
| PayPal balance | Instant | Funds appear immediately in your PayPal account |
| Bank account (linked debit) | 3-5 business days | Your bank may take longer; check with them if delayed beyond 5 days |
| Debit card | 3-5 business days | Card issuer may hold funds temporarily |
| Credit card | 1-2 billing cycles | Appears as a credit on your next statement; do not count as immediate cash back |
| International transfer (bank) | Up to 30 days | Some banks take longer for overseas refunds |
When PayPal can refuse a refund
Merchants do not have to refund you simply because you cancelled. They can refuse if your subscription terms clearly stated no refunds are available, or if you received the service in full. However, you have protection under the Consumer Guarantees Act if the service failed to meet the quality, safety, or fitness standards you were promised.
If a merchant refuses to refund a faulty service, you can open a dispute through PayPal's Resolution Centre. Stopee recommends including evidence: screenshots of the cancellation, proof the service was defective, and any communication with the merchant asking for a refund.
Common mistakes to avoid when cancelling
It is easy to think you have cancelled when you actually have not, or to cancel the wrong subscription by accident. Knowing these pitfalls will save you money and frustration.
Thinking you cancelled when you did not
The most common mistake is assuming cancellation worked because you saw a confirmation screen. Always check your email for a confirmation message from PayPal-and crucially, wait until your next scheduled billing date passes without a charge. If you see a charge after that date, the cancellation did not stick.
Warning: Some merchants intentionally make cancellation difficult (called "dark patterns"). If you cancelled but charges keep appearing, screenshot every attempt and open a dispute immediately.
Cancelling through the wrong account or app
If you use both the PayPal website and app on different devices, make sure you cancel on the account where the subscription actually lives. Subscriptions managed through Apple App Store or Google Play must be cancelled there, not in PayPal itself.
Missing the billing date deadline
Always cancel before your next billing date. If you wait until after you have been charged, you will have to ask for a refund instead (which is more complicated). Check your confirmation email for the next billing date and cancel at least one week before.
Not keeping proof of cancellation
Screenshot or print your cancellation confirmation. If a dispute arises, PayPal and your bank will ask for proof you cancelled. Email confirmations disappear or get archived; a screenshot does not.
Cancellation and pricing: what you should know
PayPal charges fees depending on what you are doing and which payment method you use. Understanding these helps you decide if PayPal is still the right choice for you.
Common PayPal fees in new zealand
| Transaction type | Fee (NZD) | When you pay this |
|---|---|---|
| Send money (domestic, funded by balance or bank) | No fee | Sending to friends and family within New Zealand from your PayPal balance or linked bank account |
| Send money (domestic, funded by card) | 3.4% + NZ$0.45 | When you fund a domestic transfer using a credit or debit card |
| Send money (international) | NZ$6.99 flat + 3.4% | Any money transfer to another country |
| Merchant payments | 2.2% + NZ$0.30 | When a business accepts payment through PayPal (you do not pay this; the merchant does) |
| Currency conversion | 3.99% markup | If you send or receive money in a non-NZD currency |
These fees are typical as of this guide's publication. Stopee recommends checking PayPal's official website for the most current rates, as fees can change without notice.
Closing your entire PayPal account
If you want to stop using PayPal altogether rather than just cancel one subscription, you need to close your account permanently. This is different from cancelling individual payments.
How to permanently close your PayPal account
- Log into PayPal and go to Settings (gear icon).
- Make sure your account balance is zero. If you have funds in your PayPal balance, transfer them to your linked bank account first.
- Select Account or Account settings.
- Look for an option like "Close your account" or "Delete account."
- Click that option and follow the on-screen prompts.
- PayPal will ask why you are leaving (optional) and may show you alternative options.
- Confirm your decision when prompted.
- Warning: Closing your account is permanent. You cannot reopen it under the same email address for 24 hours, and you will lose access to all transaction history after 3 months.
- Check your email for a final confirmation from PayPal.
- Keep this email as proof your account was successfully closed.
Pro tip: Before you close, download your transaction history. Go to Activity > Statements > Download. This is your financial record and may be needed for tax or dispute purposes.
Comparison: cancelling via PayPal versus contacting the merchant
You have two ways to stop a subscription: cancel through PayPal or ask the merchant directly. Each has advantages depending on your situation.
| Method | Speed | Best for | Risks |
|---|---|---|---|
| Cancel in PayPal (recommended) | Immediate | Fast cancellation, clear digital proof, disputes | Merchant may still try to charge; open dispute if they do |
| Contact merchant directly | 1-3 days | When you want to negotiate or discuss refunds first | Merchant may ignore your request or delay; less proof |
| Open PayPal dispute/claim | Up to 6 months | If merchant continues charging after cancellation | Can only claim for recent charges (usually 6 months back) |
Pro tip: Cancel in PayPal first for speed and proof, then follow up with the merchant if you want to request a refund or discuss your cancellation further.
If PayPal does not help: your escalation options
If you cancel through PayPal but the merchant keeps charging, or if PayPal refuses to help, you have legal remedies in New Zealand.
File a dispute through PayPal's resolution centre
- Log into PayPal and go to Resolution Centre.
- Find the unauthorized or disputed charge and click "Report a problem."
- Select the reason (e.g., "Unauthorized transaction" or "Merchant did not honor cancellation").
- Attach screenshots of your cancellation confirmation and any charging proof.
- Write a clear message explaining what happened and why you believe it is wrong.
- Be specific: dates, amounts, and what you did to cancel.
- Submit and wait for PayPal's response (usually 10 business days).
- If PayPal sides with the merchant, you can escalate to a formal claim.
Contact the commerce commission
If PayPal does not help and the amount is significant, contact the Commerce Commission (comcom.govt.nz). The Commission handles unfair commercial practices and can investigate if a merchant is deliberately ignoring cancellations. This is free and does not require a lawyer.
Pro tip: Stopee recommends documenting everything before you escalate: emails, screenshots, cancellation confirmations, and a timeline of when you cancelled versus when charges reappeared.
Your PayPal cancellation checklist
Use this checklist to ensure you have completed every step correctly and built a strong record in case of disputes.
- I logged into my PayPal account and navigated to Settings > Payments.
- I found the correct subscription or merchant in the list.
- I clicked "Cancel" and confirmed my choice on screen.
- I received a confirmation email from PayPal within 10 minutes.
- I took a screenshot of the on-screen confirmation and the email confirmation.
- I checked the next scheduled billing date in my confirmation.
- I waited until after that billing date and verified no charge appeared.
- If charges continued, I opened a dispute in PayPal's Resolution Centre with proof attached.
- If PayPal did not help, I contacted the Commerce Commission.
Why stopee helps thousands of consumers cancel services safely
Cancelling a subscription sounds simple but can quickly become frustrating if you do not know what to look for or how to prove you acted. Stopee was built to guide you through every cancellation-from the first click to dispute resolution-with expert knowledge about New Zealand consumer law and the tactics companies use to make cancellation difficult.
Whether you need to cancel PayPal, a subscription, or any other service, Stopee equips you with clear steps, legal backing, and escalation paths. You deserve to cancel without confusion, and Stopee has helped thousands of consumers across New Zealand do exactly that.
Start your cancellation journey with confidence. Visit stopee.com for guides on cancelling any service, understanding your consumer rights, and getting refunds you are entitled to.
PayPal contact details for new zealand
For general inquiries or to request manual support, PayPal does not publish a dedicated New Zealand postal address for account closures. However, you can reach PayPal support through your account (Help > Contact Us) or via their international contact page.
For unresolved disputes or complaints about PayPal's conduct (not the merchant's), you can escalate to the Commerce Commission or contact the Financial Markets Authority (FMA) if the issue involves financial regulation.
Always try the in-app or website cancellation first. If that fails, document your attempts and escalate through PayPal's formal dispute process before involving external authorities. Stopee recommends keeping all records for at least 2 years for tax and legal purposes.