Manage Crazy Egg

How to cancel crazy egg and protect your filipino bank account

What crazy egg is and why you might need to leave

Crazy Egg is a subscription-based website analytics platform that tracks how visitors move through your site using heatmaps, session recordings, and interaction maps. The service appeals to business owners and digital marketers in the Philippines who want to understand user behavior and improve website conversions without coding expertise.

The friction for Filipino users starts at billing, not features. Crazy Egg bills annually regardless of whether the pricing page shows monthly amounts, and its free trial often converts to paid subscriptions without enough warning. If you joined during a trial period and forgot to cancel before your billing date, you risk an unexpected charge to your GCash, Maya, or bank account. That is precisely why Stopee exists-to help you navigate these traps and regain control of your subscriptions.

The core features and how they scale

Crazy Egg organizes its paid plans around tracked pageviews, heatmap reports, and session recordings. The Starter plan includes 5,000 tracked pageviews and 50 recordings per month. The Plus tier jumps to 50,000 pageviews and 500 recordings. Higher tiers go up to 1,000,000 pageviews and 10,000 recordings for Enterprise customers. If you only need basic analytics, free tools like Microsoft Clarity may already solve your problem. If you want surveys and a broader user experience toolkit, Hotjar and Lucky Orange are the alternatives most Filipino users compare when they decide Crazy Egg is too rigid on pricing or contract terms.

Billing structure that catches people off guard

Crazy Egg advertises plans in monthly prices but always bills annually. A Starter plan shown as ₱1,500 per month actually charges ₱18,000 once per year. Plus plans display as ₱5,000 monthly but bill ₱60,000 annually. Pro tiers list ₱12,500 monthly and charge ₱150,000 per year. Enterprise plans start at ₱30,000 monthly, billed ₱360,000 annually. This structure is legal but deliberately confusing-Stopee has seen hundreds of Filipino customers surprised by this exact billing pattern when they thought they were signing up for a trial.

Support is available via email at support@crazyegg.com with stated 24/7 coverage, but there is no live chat, no phone line, and no verified Philippine language support. That delays responses and makes cancellation feel more complex than it should be.

Your consumer rights under philippine law

The Consumer Act of the Philippines (Republic Act No. 7394) protects you if Crazy Egg charges you without clear consent or if the service does not match what was promised. You have the right to cancel within 3 days of purchase if you signed up online without face-to-face negotiation. You also have the right to accurate, non-misleading billing disclosures-which the hidden annual billing arguably violates.

If Crazy Egg refuses to refund a charge you believe is unauthorized, you can file a complaint with the Department of Trade and Industry (DTI) Consumer Protection Group. You can also request a chargeback through your bank, GCash, or Maya. Do not accept silence or delays from customer support. Stopee recommends documenting every email, screenshot, and charge before you escalate to the DTI or your financial institution.

How the consumer act of the philippines protects you

Republic Act No. 7394 requires that businesses disclose all material terms before you commit to a purchase. Annual billing is material-it is not a minor detail. If Crazy Egg did not make this clear during your sign-up, the charge may be challengeable as a violation of your right to honest disclosure. The Act also gives you a 3-day cancellation window for online purchases with no refund penalty, though Crazy Egg's terms may claim otherwise. In disputes between company terms and consumer law, the law wins.

How to cancel crazy egg step by step

The fastest and most documented way to cancel Crazy Egg is through your account dashboard using the self-service deletion path. This method creates a clear record of your cancellation request, which matters if you later need to dispute a charge.

Web-based cancellation through your account

Follow this exact sequence to avoid missed steps or confusing redirects.

1. Log in to your Crazy Egg account at crazyegg.com using your email and password.
   • If you forgot your password, click Forgot password on the login page and reset it via email.
   • If you cannot access your email, contact support@crazyegg.com immediately and ask them to verify your identity before canceling.
2. Click Account in the top menu or settings panel.
   • This may also appear as a profile icon or gear symbol depending on which version of the Crazy Egg dashboard you see.
   • If you do not see an Account option, scroll down or check for a menu icon (three horizontal lines).
3. Select Your Profile from the Account submenu.
   • You should now see your billing information, plan level, and renewal date.
   • Take a screenshot of this page for your records before proceeding to the next step.
4. Scroll all the way to the bottom of the page until you see the Delete account button (usually in red or a warning color).
   • This button is intentionally placed at the bottom to discourage accidental clicks.
   • Do not close this page or refresh-continue to the next step.
5. Click Delete account.
   • A popup or confirmation dialog will appear asking you to type DELETE in all capital letters.
   • This is a safety measure to confirm you really want to cancel.
6. Type DELETE exactly (all uppercase, no extra spaces) in the text field that appears.
   • Crazy Egg will not accept "delete", "Delete", or any other variation.
   • Copy and paste if you are unsure: DELETE
7. Click Delete Crazy Egg account or the final confirmation button.
   • Your account deletion request is now submitted.
   • Crazy Egg will send a confirmation email to your registered email address within a few minutes.
8. Check your email (including spam or promotions folders) for a cancellation confirmation from support@crazyegg.com.
   • This email is your proof of cancellation. Save it, screenshot it, and store it for at least 6 months.
   • If you do not receive a confirmation within 2 hours, reply to the email or contact support@crazyegg.com directly.

Pro tip: If you are still in a free trial, your access ends immediately after you delete your account. If you are in a paid annual subscription, Crazy Egg's terms state you retain access to your account and data until the end of your prepaid billing period, but your subscription will not auto-renew after that date. You cannot get a pro-rata refund for unused months under their standard terms, but you can request one if you believe the billing disclosure was misleading-which is where the Consumer Act of the Philippines comes in.

Cancellation via email if the dashboard method fails

If you cannot access your account or the delete button does not work, you can request cancellation by email, though this route is slower and less documented.

1. Open your email client and compose a new email to support@crazyegg.com.
   • Use a subject line like: Cancellation Request - [Your Email Address]
2. In the email body, include:
   • Your full name and registered email address on your Crazy Egg account.
   • Your current plan level (Starter, Plus, Pro, or Enterprise).
   • The date you signed up.
   • Your next billing date (you can find this in your account under Your Profile > Billing).
   • A clear statement: I want to cancel my Crazy Egg subscription effective immediately and request that my account be deleted.
3. Send the email and note the date and time you sent it.
   • Crazy Egg promises 24/7 support, but responses sometimes take 12-24 hours, especially if you email on a weekend.
4. Wait for a response from support@crazyegg.com confirming your cancellation.
   • They should reply with a cancellation confirmation or a ticket number.
   • If you do not hear back within 24 hours, send a follow-up email.
5. Reply to their confirmation email asking for a summary in writing (screenshot or save the email thread) for your records.
   • This email trail is your proof of cancellation if a charge appears on your statement later.

Warning: Email cancellation is harder to prove than dashboard deletion. Support staff may claim they never received your email or may send you a response that does not explicitly confirm cancellation. If you use this method, ask them to confirm the exact date when your subscription will stop and whether you will receive a refund. Do not accept vague replies.

Your billing timeline and what happens after cancellation

Understanding when charges stop is crucial for Filipino users who manage tight budgets on GCash or bank accounts.

What the cancellation timeline looks like

If you cancel during a free trial, your access ends immediately. No charge appears on your statement. If you cancel during a paid subscription, the access and billing behavior depend on when you cancel relative to your annual billing date. Crazy Egg does not prorate refunds, so canceling on day 1 of a 365-day paid period still charges you the full year. Your next auto-renewal date is critical: once you cancel, Crazy Egg will not charge you again after that date expires. You keep access to your account and data until the prepaid period ends, but you cannot log in or view anything after the prepaid period closes.

Data access and what you lose

After your prepaid period ends, Crazy Egg deletes your account data, including all heatmaps, session recordings, and analytics history. You cannot retrieve this after it is gone. Before you cancel, log in and download or screenshot anything you need. Crazy Egg does not offer data exports in a standard format, so you must manually collect what matters: screenshots of key heatmaps, recordings you want to archive, or reports you need for future reference. This takes time but prevents regret after your account closes.

Refund options and when you can fight for your money back

Crazy Egg's published refund policy is strict: paid subscriptions do not receive pro-rata refunds after cancellation. However, consumer law in the Philippines gives you leverage if the billing disclosure was misleading or if you signed up without clear consent.

When you can request a refund

You have a realistic case for a refund if any of these apply to your situation:

• You signed up for a free trial and were charged without 3-day notice or clear disclosure of the annual billing.
• The billing page showed only a monthly price without clearly stating that the charge would be annual.
• You cancelled within 3 days of signing up (the Consumer Act of the Philippines guarantees a 3-day window for online purchases).
• You were charged after you submitted a cancellation request and Crazy Egg did not stop the charge.
• The charge was unauthorized or appeared on your statement without your consent.

If any of these fit your situation, you have grounds to request a refund from Crazy Egg or escalate to your bank, GCash, or Maya for a chargeback.

How to request a refund from crazy egg directly

Start by asking Crazy Egg, even if their policy says "no refunds." Many customer service teams have discretion for goodwill refunds, especially if you can show that the billing was unclear.

1. Email support@crazyegg.com with the subject line: Refund Request - [Your Email Address]
2. Explain your situation clearly. Example: I signed up on [date] and was charged ₱18,000 for annual billing. I did not realize the charge would be annual because the pricing page showed a monthly amount. I cancelled on [date]. Please refund the unused portion of my subscription.
3. Attach or reference:
   • Screenshots of the pricing page you saw when you signed up.
   • Your cancellation confirmation email.
   • A copy of the charge from your bank statement, GCash app, or credit card statement (redact sensitive numbers if needed).
4. Send the email and wait 5-7 business days for a response.
5. If Crazy Egg denies the refund or ignores your email, move to the next step.

Chargeback through your bank, GCash, or maya

If Crazy Egg refuses a refund, you can file a dispute or chargeback through your financial institution. This is a legitimate consumer protection tool, not fraud.

1. Log into your bank app, GCash app, or Maya app and find the transaction for the Crazy Egg charge.
2. Select the charge and look for an option labeled Dispute, Report fraud, Challenge transaction, or File a claim.
3. Select the reason: Unauthorized charge or Misleading billing (the exact wording depends on your bank or app).
4. Upload or attach:
   • Screenshots of the misleading pricing page.
   • Your cancellation confirmation email from Crazy Egg.
   • The email exchange where you requested a refund (if applicable).
   • A typed explanation of why you believe the charge was unjust (keep it under 500 words).
5. Submit the dispute and wait for your bank or payment app to investigate (usually 10-30 days).
6. If the bank rules in your favor, the charge is reversed and the money returns to your account.

Pro tip: Banks and payment apps take disputes seriously because they are required to by Philippine banking regulations. You have a strong case if you can show that the billing disclosure was unclear or that you cancelled within 3 days. Stopee has guided many Filipino users through this exact process, and success rates are high when the documentation is clear.

Common cancellation mistakes and how to avoid them

Cancellation frustration often stems from preventable missteps, not from Crazy Egg's process itself. Here are the traps that catch most people.

The mistakes that delay your cancellation

• Forgetting your password and giving up. Many users assume they cannot cancel if they cannot log in. Wrong. Contact support@crazyegg.com, verify your identity, and ask them to delete your account. Keep records of all emails.
• Cancelling the wrong thing. Some users unsubscribe from Crazy Egg emails thinking it cancels their subscription. It does not. You must delete your account through Your Profile, not your email preferences.
• Assuming cancellation stops immediate charges. If you cancel on day 1 of a 365-day paid cycle, you are still charged for the full year. Cancellation prevents future renewals, not the current charge.
• Not screenshotting your cancellation proof. If you delete your account, the confirmation email is your only proof. If you lose that email, you have no record if a charge appears later. Save it immediately.
• Not checking your statement after cancellation. Wait 5-7 days after your cancellation confirmation, then check your bank, GCash, or Maya to confirm no new charge appeared. If one did, contact support@crazyegg.com with your cancellation email as evidence.
• Waiting until the last day before your billing date. Cancellation can take 12-24 hours to process if you use email. If you wait until renewal day and contact support, you might get charged before they process the cancellation. Cancel at least 3-5 days before your renewal date.

Pricing breakdown and refund eligibility table

Here is what each Crazy Egg plan costs and which refund arguments apply to each tier:

Alternatives to crazy egg for filipino businesses

If you are cancelling because Crazy Egg is too expensive or too rigid, here are the tools most Filipino digital marketers switch to:

None of these tools lock you into annual billing or hide costs the way Crazy Egg does. If you value transparency and flexibility, they are worth testing during a free trial before you commit.

Pre-cancellation checklist: your action list

Before you click delete, work through this checklist to protect yourself and your data:

• Log into your Crazy Egg account and find your renewal date under Account > Your Profile > Billing.
• Take a screenshot of your current plan, price, and renewal date.
• Take a screenshot of any heatmaps, session recordings, or reports you want to keep permanently.
• If you need a permanent copy of session videos, download them locally (Crazy Egg does not offer a bulk export, so this is manual work).
• Note the email address associated with your account (this is where cancellation confirmations arrive).
• Decide whether to use the dashboard delete button (faster, clearer proof) or email cancellation (slower, less documented).
• If you plan to request a refund, prepare a screenshot of the pricing page you saw when you signed up.
• Plan to cancel at least 3-5 days before your renewal date to allow processing time.
• After cancellation, save your confirmation email and set a calendar reminder to check your statement 7 days later.

What happens after cancellation: your next steps

Cancellation is just the beginning of your post-Crazy Egg journey. Here is what to expect and do next.

In the first 24 hours after cancelling

You will receive a confirmation email from support@crazyegg.com. Save this email immediately-screenshot it, print it, or forward it to a backup email account. This email is your proof of cancellation. If you used the dashboard delete method, you should see a confirmation message before the page closes; screenshot that too.

In the 7 days after cancellation

Check your bank statement, GCash app, or Maya app every day to confirm no unexpected charges appear. If a charge does appear after you cancelled, contact support@crazyegg.com immediately with your cancellation confirmation email attached. Do not wait or assume it is a delay. The sooner you flag an errant charge, the faster you can get a refund or file a chargeback.

Setting up your new analytics solution

Once Crazy Egg is gone, migrate your website tracking to Microsoft Clarity (free), Google Analytics 4 (free), or a paid alternative like Hotjar or Lucky Orange. Do not go without analytics-you need data to optimize your site. Test the free tools first before committing to paid plans, and make sure your next tool has transparent, monthly billing (not hidden annual charges).

If you are owed a refund

Give Crazy Egg 7 business days to process your refund request if you submitted one. If the refund does not appear after 7 days, escalate to your bank, GCash, or Maya and file a chargeback. Keep all emails and documents in one folder for easy reference during the dispute.

Why stopee exists: your subscription safety net

Cancellation should be straightforward, but companies like Crazy Egg design their processes to be deliberately unclear. Annual billing disguised as monthly pricing, no live chat support, and account deletion buttons buried at the bottom of pages are not accidents-they are intentional friction designed to keep you paying.

Stopee was built to cut through this complexity. Our team has helped thousands of Filipino consumers cancel unwanted subscriptions, recover refunds, and avoid traps like Crazy Egg's hidden annual billing. We maintain step-by-step guides for the most confusing cancellation processes, alert you to upcoming billing dates, and escalate disputes to the DTI and your bank when companies ignore consumer law.

If you are cancelling Crazy Egg, use the exact steps outlined in this guide. Take screenshots at every stage. Save your confirmation email. Check your statement 7 days later. And if Crazy Egg tries to charge you again, use the chargeback process we explained-it works, and it protects your GCash, Maya, and bank account. Stopee is here to ensure you stay in control of your subscriptions, not the other way around.

Contact and legal information

If Crazy Egg does not respond to your cancellation or refund request within 7 business days, you can escalate your complaint to:

• Crazy Egg support email: support@crazyegg.com (24/7 support claimed, but responses can take 12-24 hours)
• Crazy Egg headquarters: La Mirada, California, USA (primary office)
• Crazy Egg DMCA agent address: Redwood City, California, USA (used for legal correspondence, including cancellation disputes)
• Department of Trade and Industry (DTI) Consumer Protection Group: Submit a complaint at dti.gov.ph if Crazy Egg violates the Consumer Act of the Philippines (Republic Act No. 7394) by failing to disclose annual billing or refusing to honor your cancellation request.
• Your bank, GCash, or Maya: File a chargeback or dispute if you believe the charge was unauthorized or misleading.

For more guidance on subscription cancellations, refunds, and your consumer rights under Philippine law, visit Stopee at stopee.com. Stopee has helped thousands of consumers cancel complex subscriptions just like yours.