Manage Canary

How to cancel canary without losing your refund or your records

What canary is and why you may want to cancel

Canary is a home security camera system with an optional paid Premium Service layer that records video to the cloud and sends smarter alerts to your phone. If you are in the Philippines and signed up for Canary, you likely pay a recurring monthly or annual fee for that Premium Service, not just for the camera hardware itself. Many users do not realise this distinction until the charge appears on their credit card again, and that confusion is exactly why Stopee exists-to help you understand what you actually signed up for and how to cancel cleanly.

The pricing structure and what your money actually covers

Canary offers two subscription tiers for the first device in your account. You can pay ₱1,129 per month or ₱11,244 per year for Premium Service. If you add extra devices at the same location, each costs ₱6.99 monthly or ₱69.99 annually. The Premium Service includes 60 days of cloud video storage, full-length video playback, video downloads, smart motion detection, and 30 days of Canary Pro HomeHealth monitoring.

Here is the key detail that catches most users off guard: the camera hardware is one thing, but the recurring charge you see is almost always for the Premium Service, not the device itself. Without Premium Service, your Canary camera still works for local viewing, but you lose cloud backup and advanced alerts. That matters when you decide whether cancelling makes sense for your household budget.

Why you should cancel canary from the philippines

Several reasons make cancellation worth considering. First, Canary's support team works 9 AM to 6 PM Eastern Standard Time (EST), which usually means late evening or very early morning conversations for you in the Philippines depending on daylight saving time in the United States. Second, if you are paying for premium features you no longer use-like 60-day cloud storage or smart alerts-the money stops making sense. Third, the service contracts are not transparent about what happens to your stored videos after cancellation, which creates anxiety if you have important footage you need to keep.

Cost is often the main driver. A monthly subscription of ₱1,129 adds up to ₱13,548 per year, and if your security needs have changed or another local service offers better value, cancelling frees up your money immediately. Stopee helps you navigate all three concerns: the hidden charges, the unclear terms, and the actual cancellation process itself.

Your consumer rights in the philippines and what the law protects

The consumer act of the philippines and your cancellation rights

As a customer in the Philippines, you are protected by the Consumer Act of the Philippines (Republic Act No. 7394). This law requires companies like Canary to provide clear, truthful information about subscription terms, billing dates, renewal dates, and cancellation procedures before you pay. It also protects you against automatic renewal clauses that are buried in lengthy fine print or worded in ways designed to confuse.

Under the Consumer Act, you have the right to cancel a subscription within a reasonable timeframe if the company has not clearly disclosed the terms. If Canary has not published an obvious cancellation method on their website or in their help centre, and their terms are ambiguous, you have legal grounds to demand a refund and immediate cancellation without penalty. Stopee recommends saving screenshots of every page you tried to find cancellation instructions on, because those become evidence if you need to escalate to a consumer protection agency.

How to use consumer protection law to your advantage

If Canary refuses to cancel your account or refund unwanted charges, the first escalation point is the Department of Trade and Industry (DTI) in the Philippines. The DTI handles consumer complaints about unfair subscription practices, hidden fees, and unclear cancellation policies. You can file a complaint online at dti.gov.ph if Canary does not respond to your cancellation request within 14 days.

Keep all emails, screenshots, payment receipts, and support chat logs. Document the date you cancelled, the date you submitted cancellation proof, and any responses (or silence) from Canary. Most companies comply once they see a DTI complaint number because the alternative is a formal investigation that costs them money and reputation. Stopee advises you to take this step seriously: it works.

Methods to cancel canary based on how you subscribed

Determine your subscription type before you start

Canary accepts payments through three channels: direct payment on their website, the Apple App Store, or the Google Play Store. Your cancellation path depends entirely on where you set up the subscription. If you signed up on the Canary website, you cancel on the website. If you subscribed through your phone's app store, you must cancel through your phone's settings, not through Canary directly. Mixing these up is one of the most common reasons cancellations fail or take weeks to process.

Open your email and search for receipts from Canary or your payment provider. The receipt will show you clearly whether the charge came from "Canary.com" (website), "Apple" (App Store), or "Google" (Play Store). Write this down now, because you will need it.

The three cancellation paths explained

Each path has its own timeline and confirmation process. Website cancellations usually process immediately but require you to find the right menu. App Store cancellations take 24 to 48 hours to reflect on your billing. If you subscribed through a credit card linked directly to Canary's site but cannot find the cancellation button, support escalation is your fastest route. Stopee recommends starting with the method matching your subscription type, and if that does not work within 24 hours, moving to support contact immediately.

How to cancel canary step by step

Cancellation steps if you subscribed directly on canary's website

1. Open a web browser and go to the Canary account sign-in page at canary.com or use the link in any Canary email you received.
   • Log in with your email address and password.
   • If you have forgotten your password, use the "Forgot password" link and reset it via email.
2. Navigate to your account settings or billing section.
   • Look for menu options labelled "Account," "Subscription," "Billing," or "Premium Service."
   • If the menu is not obvious, scroll down or look for a gear icon or profile icon in the top right corner.
3. Find your active Premium Service plan and locate the "Cancel" or "Manage subscription" button.
   • Click on the plan you want to cancel.
   • You should see an option to "Cancel subscription," "Cancel plan," or "End Premium Service."
   • Warning: Some companies hide this button under "View details" or "Billing history." Do not give up if you do not see it on the first page.
4. Click the cancellation button and confirm your choice in the pop-up or new page that appears.
   • Canary may ask why you are cancelling. Answer truthfully but briefly-"Switching to another service" or "No longer needed" are both fine.
   • The system may offer a discount to keep you. Ignore it unless you genuinely want to stay.
5. Take a screenshot of the cancellation confirmation page showing the date and time.
   • The confirmation should say something like "Your subscription has been cancelled" or "Premium Service will end on [date]."
   • Save this image and also save any confirmation email Canary sends you.
6. Check your email for a final confirmation message from Canary within 2 hours.
   • If you do not receive one, log back into your account and verify that the subscription status shows "Cancelled" or "Inactive."
   • If the status has not changed, contact support immediately with a screenshot of your attempted cancellation.

Cancellation steps if you subscribed through the apple app store

1. Open the Apple App Store on your iPhone or iPad.
   • Tap your profile icon in the top right corner.
   • Select "Subscriptions."
2. Find Canary in your active subscriptions list.
   • Tap "Canary" to open the subscription details.
   • You should see the renewal date, the charge amount, and a "Cancel Subscription" button at the bottom.
3. Tap "Cancel Subscription" and confirm in the dialog that appears.
   • Apple will ask you why you are cancelling. Select a reason from the dropdown or leave it blank.
   • Confirm that you understand the subscription will end on your next billing date.
4. Take a screenshot showing the cancellation status changing to "Expires on [date]."
   • The button should now say "View Subscription" instead of "Cancel Subscription."
   • This confirms the cancellation is active.
5. Wait 24 to 48 hours for the change to sync across Apple's system and Canary's system.
   • You may still see a "pending cancellation" status for a day or two. This is normal.
   • Pro tip: Screenshot this waiting period so you have a timestamped record if charges continue after the expiry date.
6. Verify the cancellation by logging into your Canary account on the website and checking that Premium Service is no longer active.
   • If Premium Service still shows as active after 48 hours, contact Canary support at support@canary.is with your App Store order number and cancellation date.

Cancellation steps if you subscribed through the google play store

1. Open the Google Play Store app on your Android device.
   • Tap your profile icon in the top right corner.
   • Select "Payments and subscriptions."
   • Tap "Subscriptions."
2. Find Canary in your active subscriptions list.
   • Tap "Canary" to see the subscription details, renewal date, and charge amount.
3. Tap "Cancel subscription" or "Manage subscription" and then "Cancel."
   • Google will ask for feedback about why you are leaving. You do not have to answer, but Stopee recommends you do so Google can track subscription cancellation trends.
4. Confirm your cancellation in the final dialog.
   • The screen should show "Subscription cancelled" or "You have cancelled this subscription."
   • Take a screenshot immediately.
5. Allow 24 to 48 hours for Google Play to sync the cancellation to Canary.
   • During this window, your subscription remains active but is marked for termination on the renewal date.
   • Do not worry if you still see Canary listed as a subscription-it will move to "Expired" after your billing date passes.
6. Log into your Canary account website to confirm the subscription status shows as "Cancelled" or "Inactive" within two business days.
   • If not, email support@canary.is with your Google Play order number and the exact date and time you cancelled.

Cancellation steps if you cannot find a cancel button anywhere

1. Go to the official Canary support page at help.canary.is.
   • Look for the contact methods listed: phone, email, or chat.
   • Note that Canary support hours are 9 AM to 6 PM EST Monday to Friday, which is very late evening or early morning for Philippines time.
2. Choose your contact method based on your schedule.
   • Email: support@canary.is (usually replies within 24 hours, good if you cannot call)
   • Phone: +1 201-742-8482 (requires calling during their EST business hours; use Skype or WhatsApp if cheaper than international calling)
   • Chat: Available through help.canary.is (may have long wait times during peak hours)
3. Prepare your message or talking points before reaching out.
   • Include your full name, account email address, the email or phone number tied to your payment method, your last charge amount, and the date of your last charge.
   • State clearly: "I request immediate cancellation of my Premium Service subscription, effective today. I want no further charges."
   • Ask for a written confirmation of the cancellation date and any refund eligibility.
4. Send your message and keep a copy for your records.
   • If using email, take a screenshot of the sent message.
   • If using chat, ask the support agent to email you a transcript or summary.
5. Wait for a response within 24 to 48 hours.
   • If you do not hear back within 48 hours, send a follow-up email referencing your original request and the date you submitted it.
   • Include "URGENT: Subscription cancellation request" in the subject line.
6. Once you receive written confirmation from support, screenshot it and save the email.
   • The confirmation should include your cancellation effective date, your account email, and whether you qualify for a refund.
   • If it does not, reply asking for these details explicitly.

What happens to your data and recordings after you cancel

Data retention after premium service ends

This is the question Canary's public terms do not answer clearly, and it is the reason Stopee always tells you to download your important videos before cancelling. Once your Premium Service subscription ends, Canary stops storing new video to the cloud. Your existing 60-day rolling storage window closes, and video older than the retention period is deleted automatically.

If you have recorded footage of a break-in, an accident, or anything you need as evidence, download it to your phone or computer before the cancellation date arrives. Once the subscription is gone, that footage is gone too. The free tier of Canary allows local viewing only, so your camera still works on your home network, but you lose all cloud backup.

Your camera after cancellation

Cancelling Premium Service does not delete your Canary camera or prevent it from working. Your camera stays connected to your home Wi-Fi, and you can still view live footage from the Canary app using local viewing. You simply lose the convenience of cloud backup and the advanced alert features that require cloud processing. If you decide to reactivate Premium Service later, your camera is ready to go-just restart the subscription.

Refunds, credits, and how to recover unwanted charges

Whether canary offers refunds for cancelled subscriptions

Refund eligibility depends on timing and your reason for cancelling. If you cancel before your next billing date, you usually receive no refund for the current billing period because the service was available to you for the full period (even if you did not use it). However, the Consumer Act of the Philippines requires companies to refund charges if they have been deceptive about terms, failed to disclose cancellation procedures clearly, or continued charging after you cancelled.

If you cancelled within 14 days of your first charge and are still a new user discovering the subscription was automatic, you may qualify for a "cooling off" refund under Philippine consumer law. Stopee recommends requesting this explicitly in your first contact with support, citing the Consumer Act. Be specific: "I request a refund under the Consumer Act of the Philippines, Republic Act No. 7394, section [relevant section]. I was not clearly informed of the automatic renewal clause."

How to request a refund if you qualify

1. Contact Canary support at support@canary.is with the subject line "Refund request under Consumer Act of the Philippines (RA 7394)."
   • Include your account email, the charge amount, the date of the charge, and the date you cancelled.
   • Explain why you believe you qualify: were you not clearly informed of the auto-renewal clause? Did you try to find a cancellation option and could not?
2. Request one of two outcomes: a full refund of the unwanted charge, or a credit to your account that extends your service.
   • Be clear about which you prefer. Credits are easier for companies to grant, refunds are better for you if you are leaving.
   • Ask for confirmation of the refund or credit within 5 business days.
3. If Canary denies your refund request without explanation, escalate to the Department of Trade and Industry (DTI).
   • File a complaint online at dti.gov.ph detailing your cancellation request, the date you submitted it, Canary's response, and why you believe you qualify for a refund under the Consumer Act.
   • Include screenshots of all communications and charges.
   • The DTI will assign your complaint a reference number and contact Canary on your behalf within 7 to 10 days.
4. Follow up with Canary using your DTI complaint number.
   • Send an email to support@canary.is referencing your DTI complaint number and asking for an update on your refund status.
   • Most companies comply once they learn a consumer protection agency is involved.

How long refunds take if approved

If Canary approves your refund, they process it to your original payment method (credit card, debit card, or app store wallet) within 5 to 10 business days. You may not see the credit in your bank account for an additional 3 to 5 business days because banks process reversals slowly. Keep your cancellation confirmation and refund approval email until the money appears in your account. If 15 days pass and the refund has not arrived, contact your bank or card issuer and ask them to trace the refund.

Common mistakes that delay cancellations or create billing problems

Why cancellations fail even when you think you cancelled

We understand the frustration when you cancel but the charge still appears on your next billing date. It feels like the company is ignoring you, and sometimes they are. More often, a mismatch between where you subscribed and where you tried to cancel is the culprit. If you subscribed through the App Store but tried to cancel on Canary's website, the website cancellation does nothing because the App Store owns the subscription. Your payment method stays linked to Apple's system, and the charge continues.

This is why Stopee emphasizes checking your receipt email first. Take three minutes now to find out where you subscribed, because 20 minutes of confusion later is not worth it.

The five mistakes that cause problems

1. Mistake one: Cancelling in the wrong place. You subscribed through the App Store but cancelled on Canary's website. The website cancellation has no effect.
   • Fix: Always cancel where you subscribed. Check your receipt email.
2. Mistake two: Not taking screenshots of the cancellation confirmation. Three weeks later, you get another charge and have no proof you cancelled.
   • Fix: Screenshot every confirmation page and save every confirmation email. Use these as evidence if you need to dispute the charge with your bank.
3. Mistake three: Cancelling just before the billing date without checking the exact date. Your cancellation processes, but the charge goes through an hour before, and you cannot get a refund.
   • Fix: Cancel at least three days before your billing date. Check your billing date in the app or on the website first.
4. Mistake four: Contacting support but not including your account details. Support cannot find your account and closes your ticket without responding.
   • Fix: Always include your full name, account email, phone number on file, the last charge amount, and the date of the last charge in every message to support.
5. Mistake five: Assuming silence means approval. You email support, hear nothing for two weeks, and assume you are cancelled. You are not.
   • Fix: If support does not respond within 48 hours, send a follow-up email with "URGENT" in the subject line. If no response within 72 hours total, escalate to the DTI.

Preventing future charges and protecting your payment method

The day your cancellation takes effect

Mark your calendar for the cancellation effective date that Canary provides. This is the date Premium Service actually ends. You can still use the Canary camera in local mode, but cloud storage and smart alerts stop. Check your subscription status in the app that day to confirm the change has processed. If the subscription still shows as "Active," contact support immediately with a screenshot of the status and your cancellation confirmation.

Monitor your next billing date

The most important step happens after cancellation: watching for any charge on or after your cancellation effective date. Set a phone reminder for the day after your cancellation takes effect. Log into your bank or credit card online and check for charges. If you see a charge from Canary on or after the cancellation date, dispute it with your bank immediately and provide the cancellation confirmation as proof. Stopee has helped thousands of consumers recover charges this way-banks take cancellation evidence very seriously.

Optional: remove payment method from app store (extra protection)

If you subscribed through the App Store or Google Play, you can remove Canary's access to your payment method by adjusting your app store settings. This is optional but adds a safety layer: even if Canary tries to re-bill you, the charge fails because your payment method is no longer linked to the app store. Search your phone's settings for "Subscriptions" or "Billing" and remove Canary from your saved subscriptions list if you want zero risk of future charges.

Checklist for successful canary cancellation

Canary cancellation address and support contact details

Where to send formal cancellation requests and complaints

If you need to send a formal cancellation notice or complaint by mail, here are Canary's contact points. However, for speed and documentation, email or chat is always faster than postal mail. Stopee recommends you exhaust email and support chat first, and only resort to postal mail if support fails to respond for 10 business days.

Email (recommended for Philippines customers): support@canary.is

Phone (EST business hours, 9 AM to 6 PM Monday to Friday): +1 201-742-8482

Help Centre (chat and contact forms): help.canary.is

DTI complaint escalation (if Canary does not respond within 14 days):

Department of Trade and Industry (DTI)
Online Portal: dti.gov.ph
Email: consumer.affairs@dti.gov.ph
Phone (Manila): +63 2 8737 9555

What to include in any formal request

Whether you email Canary or file a DTI complaint, always include your full name, account email address, phone number, the exact date of your last charge, the charge amount in PHP, the date you requested cancellation, and screenshots of your cancellation attempt or confirmation. This information allows support or the DTI to locate your account immediately and resolve your issue without delays.

Final takeaway: you can cancel canary cleanly and confidently

Cancelling a subscription should not feel like a battle, yet Canary's lack of clear cancellation instructions makes many users feel trapped or confused. The good news is that cancellation is genuinely straightforward once you follow the right path: find where you subscribed, cancel there, take screenshots, and monitor your next billing date. If anything goes wrong, you have the Consumer Act of the Philippines and the DTI on your side-companies listen fast when a consumer protection agency gets involved.

Stopee has helped thousands of consumers cancel unwanted subscriptions and recover charges, and the pattern is always the same: clear documentation, timely action, and knowing your rights turns an intimidating process into a simple administrative task. Keep your cancellation confirmation, watch your next billing statement, and you are protected. If you follow the steps and checklists in this guide, you will cancel Canary without headaches, without mystery charges, and without regret.