Manage Identity Guard

How to cancel identity guard in new zealand and reclaim your money

What is identity guard

Identity Guard (now part of Aura) is a subscription-based identity protection and credit monitoring service that watches for potential threats to your personal information and helps you respond if fraud occurs.

How the service works

Identity Guard delivers digital protection through your online account or mobile app, monitoring credit agencies, dark web activity, and financial accounts in real time. The service sends you alerts when suspicious activity is detected and provides support to help you resolve identity issues if they arise.

You can purchase directly from Identity Guard's website, through third-party app stores (Apple App Store or Google Play), or via employer benefit programs. Billing happens monthly or annually, and New Zealand customers are charged in USD with conversion handled by your payment provider.

Why new zealand consumers choose it

The service appeals to people concerned about online fraud, especially those with active financial accounts or credit profiles. However, if you've found the service doesn't match your needs or the cost outweighs the value, cancelling is straightforward once you know the right steps.

Understanding your consumer rights in new zealand

Before cancelling, you should know what protection the law gives you as a New Zealand consumer.

Consumer guarantees act protections

Under the Consumer Guarantees Act 1993, you have the right to services that are of acceptable quality, fit for purpose, and delivered with reasonable care and skill. If Identity Guard fails to deliver on these guarantees-for example, if monitoring doesn't function as promised-you may be entitled to cancel and claim a refund regardless of the company's standard refund policy.

This is a powerful lever. If the service has not performed as advertised or marketed to you, document the failure and raise it with Identity Guard's customer service team. If they refuse to help, you can escalate to the Commerce Commission or your local Citizens Advice Bureau.

14-day cooling-off period

If you purchased Identity Guard online, you may have 14 days to change your mind under consumer protection rules, depending on how and where you bought the service. This period gives you a window to test the service and cancel if it doesn't suit you-no questions asked.

Cancellation methods by purchase channel

How you cancel depends entirely on where you bought your subscription, so identifying your purchase channel is your first step.

Cancel a direct web subscription

If you purchased directly from Identity Guard or Aura's website using your credit card or bank details, you cancel through your online account.

1. Visit the Identity Guard or Aura website and log in with your email and password.
   • If you've forgotten your password, use the "Forgot Password" link to reset it before attempting to cancel.
2. Navigate to your account settings or subscription section (usually labelled "Billing," "Subscription," or "Account Management").
   • This menu is typically found in the top-right corner under your profile icon or in a sidebar menu.
3. Locate the active subscription plan and select the cancellation option.
   • The interface will usually ask you to confirm your cancellation and may offer you a discount to stay-decline this unless you genuinely want to continue.
4. Follow the on-screen prompts to confirm cancellation.
   • Identity Guard will typically process cancellation immediately, though you'll retain service until the end of your current billing cycle.
5. Take a screenshot or print the confirmation page showing cancellation was completed.
   • Save this document for your records; you'll need it if a charge appears after cancellation or if you need to claim a refund later.
6. Check your email for a cancellation confirmation message from Identity Guard or Aura.
   • Warning: Some companies send weak confirmation emails that are easy to miss. If you don't receive one within 24 hours, contact customer support to verify cancellation was processed.

Cancel an apple app store subscription

If you subscribed through the Apple App Store on an iPhone or iPad, you must cancel through your Apple ID settings-not through the Identity Guard app itself.

1. Open the Settings app on your iPhone or iPad.
   • On newer devices, look for "Settings" in your home screen. On older devices, it's a gear icon.
2. Tap your name at the top of the Settings menu.
   • This opens your Apple ID account page.
3. Select "Subscriptions."
   • You'll see a list of all active subscriptions linked to your Apple ID.
4. Find "Identity Guard" or "Aura" in the subscriptions list and tap it.
   • The exact name depends on how the app is branded in your region.
5. Tap "Cancel Subscription" and confirm when prompted.
   • Apple will ask you to choose a reason for cancellation-select whichever applies to you.
6. Verify the subscription shows a "Cancelled" status in red text.
   • Pro tip: Take a screenshot at this point to prove cancellation if you later need to dispute a charge.

Cancel a google play subscription

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

1. Open the Google Play Store app on your Android device.
   • Look for the coloured Play Store icon on your home screen.
2. Tap the profile icon in the top-right corner and select "Payments and subscriptions."
   • This opens your account's subscription management page.
3. Choose "Subscriptions."
   • You'll see all active subscriptions tied to your Google account.
4. Select "Identity Guard" or the subscription name shown in your account.
   • The app name may vary depending on how it's listed in your region.
5. Tap "Cancel Subscription."
   • Google will ask for feedback; you can skip this or provide a reason if you wish.
6. Confirm cancellation when prompted.
   • Your subscription will end at the next billing date, and you'll stop being charged.

Cancel an employer or group plan subscription

If you enrolled in Identity Guard through your employer, a group benefits program, or a reseller, cancellation happens outside Identity Guard's system.

1. Contact your employer's human resources department or benefits administrator.
   • They manage your enrollment and can instruct you on how to cancel.
2. Ask whether cancellation can be done online through your benefits portal or requires a phone call or email request.
   • Different employers use different systems; your HR team will know the exact process.
3. If it's a voluntary benefit (one you chose yourself), you can typically cancel immediately.
   • If your employer paid for it as a benefit, check whether cancelling affects your benefits eligibility before proceeding.
4. Request written confirmation of cancellation and keep it with your records.
   • Warning: Group plans sometimes experience billing delays or errors after cancellation; monitor your payslip or benefits account to ensure charges stop.

What happens to your account after cancellation

Cancelling Identity Guard doesn't immediately delete your account or remove all access, and understanding this timeline helps you avoid surprises.

Service access and billing timing

When you cancel, Identity Guard stops future charges immediately, but you typically retain access to the service until the end of your current billing period. For example, if you subscribe monthly and cancel on the 10th of the month, you'll usually keep full access until the last day of that month.

This grace period is intentional-it gives you time to download any reports, export data, or wrap up monitoring tasks before losing access. After the billing period ends, your login credentials may still work, but features will be locked behind a "subscription expired" message.

Your account data and personal information

Identity Guard retains your account data according to its privacy and data retention policies. This means your contact details, credit history snapshots, and monitoring records may remain on Identity Guard's servers even after cancellation.

If you want to delete your account or personal data permanently, contact Identity Guard's customer support team and request account deletion or data erasure. Under consumer privacy laws, companies must comply with reasonable requests to delete your information, though they may retain data for legal or regulatory reasons.

Re-subscribing and account recovery

If you cancel and then want to resubscribe later, you may be able to log back in with your original credentials. However, any data, settings, or monitoring history from your previous subscription may or may not transfer over-this varies depending on Aura's policies at the time you return.

Refund eligibility and timelines

Refunds after cancellation depend on your purchase type, the plan length, and how long you've held the subscription.

Annual plans and the 60-day money-back guarantee

If you purchased an annual plan directly from Identity Guard and are within 60 days of your purchase date, you're eligible for a full refund. This is Identity Guard's standard money-back guarantee-no questions asked, no justification required.

To claim this refund, contact Identity Guard's customer support team within the 60-day window, provide your original order number or receipt, and request the refund. Processing typically takes 5 to 10 business days to appear back on your original payment method.

Monthly plans and refund limitations

Monthly plans purchased directly are generally not refundable. Once you've paid for a month, that payment covers service for that full month, and cancellation prevents future charges but doesn't refund unused time.

The exception is if you cancel within your 14-day cooling-off period (if one applies to your purchase). Some vendors or payment methods may honour a longer cooling-off window-check your original purchase confirmation email for any refund terms.

App store and google play refunds

Refunds for subscriptions purchased through Apple App Store or Google Play are handled by Apple and Google, not by Identity Guard. You must request refunds directly through their platforms.

For Apple: Go to Settings > Your Name > Subscriptions > Identity Guard > Cancel > Request a Refund. For Google Play: Open the Play Store app > Tap your profile icon > Payments and subscriptions > Subscriptions > Identity Guard > Cancel > Report a Problem. Both platforms allow you to request a refund within a short window (usually 48 hours) of purchase.

Employer or group plan refunds

Refunds for employer-sponsored or group plans are rarely available and depend entirely on your employer's agreement with the plan provider. Contact your HR department to ask whether refunds are possible for your situation.

Identity guard pricing and plan comparison

Before you decide whether to cancel, reviewing the costs and features helps you confirm the decision is right for you.

New Zealand customers are charged in USD, so conversion to NZD occurs at your bank's exchange rate on the transaction date. Annual plans offer better value (roughly 17 percent savings) compared to paying monthly, but require more upfront commitment.

Common mistakes when cancelling identity guard

Cancellation feels straightforward, but small missteps can leave you stuck with unwanted charges or create headaches later.

Mistake one: cancelling through the app instead of your account settings

Many people open the Identity Guard app and look for a cancel button-but it's rarely there. Cancelling through an app is almost never possible because app developers intentionally make it difficult. Instead, you must log into your online account or use your phone's app store settings to cancel.

Always cancel through the payment method you used to subscribe: direct website account, Apple ID, Google Play account, or your employer's benefits portal. Cancelling through the wrong channel leaves your subscription active and charges continue.

Mistake two: not saving a cancellation confirmation

After you cancel, screenshots or confirmation emails are your only proof that you actually cancelled. If a charge appears after cancellation, you'll need this documentation to dispute it with your bank or credit card company.

Take a screenshot immediately after cancellation shows as complete. Include the date, time, and confirmation message in the photo. Forward any confirmation emails to a personal email folder labelled "Cancellations" for future reference.

Mistake three: cancelling less than one day before your next billing date

Most subscription services process the next billing charge 24 hours before your renewal date. If you cancel within 24 hours of that date, the charge may already have been authorised and will go through even though you cancelled.

Check your next billing date in your account settings, then cancel at least 2 to 3 days before it arrives. This buffer ensures your cancellation processes fully before the next charge is generated.

Mistake four: assuming a trial cancellation is automatic

Some Identity Guard promotions include free trial periods. If you signed up for a trial, it does not automatically convert to a paid subscription-you only get charged if you fail to cancel before the trial ends.

However, some trials include a pre-authorised payment method. If you don't cancel before the trial ends, the first charge will go through. Set a phone reminder 3 days before your trial expires so you have time to cancel if you don't want to be charged.

How stopee helps you cancel with confidence

Cancelling subscription services shouldn't require detective work, yet most companies design their processes to frustrate you into staying subscribed. Stopee has helped thousands of consumers cancel Identity Guard and dozens of other subscriptions by providing clear, verified step-by-step instructions and escalation strategies if cancellation fails.

When you use Stopee to guide your cancellation, you're armed with the exact steps, timelines, and consumer protections that apply to your situation. If Identity Guard refuses to process your cancellation or continues charging you, Stopee gives you the leverage points-consumer law references, regulator contact details, and dispute language-to resolve it fast.

Checklist before and after cancellation

Use this list to confirm you've completed every important step.

Contact details for identity guard cancellations

If you're unable to cancel online or want to request a refund directly, these contact options are available.

Customer support channels

Identity Guard customer support is reachable by phone, email, or through your online account portal. The exact contact details appear on your billing statement or in any email correspondence from the company.

When you contact them, provide your full name, account email, order number (if you have it), and a clear statement: "I want to cancel my subscription effective immediately." Request written confirmation of cancellation by email.

Escalation options if cancellation is refused

If Identity Guard refuses to cancel or continues charging after you've cancelled, escalate your complaint to the Commerce Commission (New Zealand's consumer watchdog) or file a dispute with your bank or credit card provider. Provide them with your cancellation confirmation screenshot and any correspondence with Identity Guard's support team.

Document everything: dates, names of support staff, what they said, and what you replied. This paper trail is invaluable if your bank needs to reverse charges or if a regulator investigates the company's practices.

Final thoughts on cancelling identity guard

Cancelling Identity Guard is a straightforward process once you know where to go and what to expect. Whether you're dropping the service because it doesn't fit your needs, you've found a better alternative, or the cost isn't justified for you, the steps are identical: identify your purchase channel, log in or access your payment settings, cancel, save proof, and monitor for unwanted charges.

Remember, you have consumer protections in New Zealand. If Identity Guard fails to deliver on its promises, you're entitled to a refund under the Consumer Guarantees Act. If you purchased within the last 60 days and bought an annual plan, you're eligible for Identity Guard's money-back guarantee.

For step-by-step guidance tailored to your exact situation-whether you're cancelling a direct subscription, an app store purchase, or an employer plan-Stopee is your go-to resource. Stopee has helped thousands of consumers cancel subscriptions across dozens of services by removing the confusion and providing verified, up-to-date instructions. Visit Stopee today to confirm the cancellation steps that apply to you, and take back control of your subscriptions and your wallet.