Manage Ezpay

How to cancel ezpay and reclaim control of your payments in singapore

Understanding ezpay and your cancellation options

Ezpay is a payment platform that sits between you, merchants, and payment processors to manage invoices, subscriptions and online payments from one dashboard. However, Ezpay itself does not directly deliver the goods or services you subscribe to-that responsibility lies with the merchant billing you. This distinction matters when you decide to cancel, because your cancellation request often needs to go to the merchant first, not Ezpay itself.

At Stopee, we help thousands of Singaporean consumers navigate subscription cancellations every month. We know that payment platforms can feel like a maze, so we've written this guide to cut through the confusion and get you results. Whether you are being double-charged, want to stop a recurring subscription, or suspect unauthorised activity, this guide covers every step you need to take.

What ezpay actually controls and what it doesn't

Ezpay provides the billing infrastructure, payment processing and invoicing tools-but it does not control whether you can access a service after you cancel. It also does not automatically refund you if a merchant decides not to honour your cancellation. Ezpay's Terms and Conditions make clear that its liability for vendor refunds is limited. This means your success depends on how you communicate with both the merchant and Ezpay, and in what order.

Understanding this separation is the first step to a successful cancellation. Stopee has helped consumers in Singapore realise that contacting Ezpay alone, without first contacting the merchant, often leads to delays and confusion. You need a two-step approach: cancel with the merchant, then escalate to Ezpay only if the merchant refuses or fails to act.

Why ezpay cancellations can go wrong

Many Singaporeans cancel their subscription with a merchant, assume the job is done, and then discover a charge 30 days later. This happens because the merchant may not have properly instructed Ezpay to stop recurring billing. Alternatively, a merchant might cancel access but continue charging until the end of a billing cycle. Stopee recommends always asking for written confirmation and keeping a reference number-we explain exactly how below.

Your consumer rights under singapore law

Singapore's Consumer Protection (Fair Trading) Act protects you when you purchase goods or services, including digital subscriptions and online payments.

Key protections that apply to ezpay cancellations

Under the Consumer Protection (Fair Trading) Act, a supplier (in this case, the merchant using Ezpay to bill you) must not engage in misleading or deceptive conduct. This means if a merchant continues to charge you after you have requested cancellation, or if Ezpay processes unauthorised transactions, you have grounds to dispute the charge and demand a refund.

The Act also implies a guarantee that services must be rendered with due care and skill. If Ezpay's platform fails and causes you to be overcharged or billed multiple times, both the merchant and Ezpay can be held accountable. Stopee recommends documenting every interaction-dates, times, names of support staff, and email confirmations-because this evidence strengthens your case if you need to file a complaint with the Consumers Association of Singapore (CASE) or pursue a chargeback with your bank.

Time limits and escalation pathways

If a merchant or Ezpay refuses to refund you, you have 12 months from the date of the transaction to lodge a complaint with CASE or request a chargeback from your credit card issuer or bank. Ezpay's own Return Policy allows refunds for unauthorised transactions, platform errors, or service disruptions within 7 days-so act quickly if you spot an error.

However, Stopee notes that service fees already consumed (time you have actively used a subscription) are usually non-refundable under both the merchant's terms and Ezpay's policy. Only charges for services you did not receive, or unauthorised charges, are eligible for refund within the 7-day window.

How to cancel ezpay: the step-by-step process

Follow this sequence to cancel safely and protect yourself at every stage.

Step 1: contact the merchant directly

Your first action is always to contact the merchant or service provider that is billing you through Ezpay, not Ezpay itself.

1. Locate the merchant's customer support contact (email, phone, or online chat).
   • Check your invoice or confirmation email for a support email address or phone number.
   • Visit the merchant's website and look for "Contact Us" or "Support" pages.
   • If the merchant has an app, check the Settings or Account section for support options.
2. Send a cancellation request or call the merchant directly.
   • Email is best because it creates a written record. Write: "I would like to cancel my subscription effective immediately. Please confirm cancellation in writing and provide a cancellation reference number."
   • Include your account number, full name, and the email associated with your account.
   • If you call, note the date, time, and name of the support representative.
3. Ask for written confirmation.
   • Insist that the merchant send you a cancellation confirmation email with a reference number or ticket number.
   • This email is proof that you requested cancellation and when. Stopee has seen cases where merchants claim no cancellation was ever requested-this email saves you.
4. Ask whether charges will stop immediately or at the end of the current billing cycle.
   • Some merchants continue to charge until the end of your paid period, even after you cancel. This is standard but confirm it in writing.
   • Ask explicitly: "Will I be charged again on [next billing date]?" and get the answer in writing.

Step 2: verify that ezpay has been instructed to stop recurring billing

Once the merchant confirms cancellation, confirm that they have instructed Ezpay to stop recurring charges.

1. Send a follow-up email to the merchant.
   • Ask: "Can you confirm that you have instructed Ezpay to stop recurring billing on my account?"
   • Request a second confirmation from the merchant in writing.
2. If you have access to your account dashboard, check the subscription status yourself.
   • Log into the merchant's portal or app and look for a "Subscriptions" or "Billing" section.
   • The status should change to "Cancelled" or "Inactive" within 24 hours of the merchant's cancellation request.
3. Monitor your bank or card statement.
   • Wait through the next scheduled billing date (if applicable) and check that no charge appears within 3 to 5 business days.
   • Warning: If a charge does appear after your cancellation confirmation, this is unauthorised billing. Document it immediately.

Step 3: contact ezpay only if the merchant fails to cancel or refuses

You should only escalate to Ezpay if the merchant ignores your cancellation request or if unauthorised charges continue after the merchant confirms they have cancelled with Ezpay.

1. Gather your evidence.
   • Collect all emails from the merchant (cancellation requests and their responses).
   • Take screenshots of your account showing the subscription was active before and the date you requested cancellation.
   • Collect your bank or card statements showing unauthorised charges.
2. Contact Ezpay's support team.
   • Visit the Ezpay support portal or email their customer service team.
   • Provide your merchant's name, your account reference number, the date you requested cancellation, and copies of all merchant confirmation emails.
   • Request that Ezpay investigate the recurring charge and confirm that the merchant's cancellation instruction was processed.
3. Request a refund from Ezpay if charges continued after cancellation.
   • Ezpay will refund unauthorised transactions if the invoice status is marked as "PAID" or "PARTIALLY_REFUNDED".
   • Cite Ezpay's Return Policy (7-day window for unauthorised charges) in your request.
   • Expect a response within 3 to 5 business days; refunds to your bank or card take an additional 3 business days to settle.

Step 4: escalate to consumer protection if ezpay refuses

Pro tip: Stopee knows that Ezpay and the merchant sometimes pass the buck. If neither party refunds you within 14 days, escalate to CASE or your bank.

1. File a complaint with the Consumers Association of Singapore (CASE).
   • Visit case.org.sg and complete an online complaint form.
   • Attach all evidence: merchant emails, bank statements, Ezpay's response (or lack thereof), and proof that you requested cancellation.
   • CASE will mediate between you and the merchant or Ezpay at no cost.
2. Request a chargeback from your bank or credit card issuer.
   • Contact your bank's dispute resolution team and report unauthorised or duplicate charges.
   • Provide your bank with copies of your evidence.
   • Your bank can reverse charges within 12 months of the transaction date.

Refunds: what to expect and what you can claim

Refund outcomes depend on whether the merchant or Ezpay initiated the cancellation, and whether the charge was unauthorised or simply a service you no longer want.

Conditions under which ezpay will refund you

Ezpay supports refunds in these scenarios:

• The transaction is marked as "PAID" or "PARTIALLY_REFUNDED" and you request a refund within 7 days.
• You were charged for an unauthorised transaction (you did not authorise Ezpay or the merchant to bill you).
• Ezpay's platform error caused a duplicate charge or billing mistake.
• The merchant failed to deliver the service or access was blocked through no fault of your own.

Ezpay does not refund service fees you have already consumed (time you actively used the subscription), nor does it refund merchant-side cancellation fees. These terms are outlined in Ezpay's Return Policy.

Timeline for refund settlement

If Ezpay approves your refund, the money returns to your bank account or credit card within 3 business days. However, Stopee has seen cases where refunds are delayed because the bank takes extra time to credit the funds. Always allow 5 to 7 business days before following up if the refund does not appear.

Refunds for service fees and platform charges

Full refunds may include Ezpay's platform fees (if Ezpay is at fault for the error or unauthorised charge). Partial refunds generally do not include platform fees, because Ezpay argues it provided its service even if the underlying merchant service was not delivered. Challenge this if you believe Ezpay is responsible-cite the Consumer Protection (Fair Trading) Act and request escalation.

What happens after you cancel

Cancellation does not happen in a vacuum; it creates ripple effects that you need to monitor and manage.

Service access after cancellation

Cancelling a subscription through Ezpay stops future recurring charges, but it does not automatically end your access to the service. The merchant controls access. Some merchants cut off access immediately upon cancellation; others allow you to use the service until the end of your paid billing period (for example, if you paid for a month, you can use it until the month ends).

Always ask the merchant: "When will my access end?" and get the answer in writing. Stopee recommends taking screenshots of your account status on the day you cancel, so you have proof of when access was available and when it was revoked.

Data and personal information after cancellation

Both the merchant and Ezpay may retain your transaction data, payment information, and account history after cancellation. This is standard for accounting, dispute resolution, and regulatory compliance.

If you want your personal data deleted, contact the merchant first. If they refuse or claim they cannot delete data held by Ezpay, you can submit a data deletion request to Ezpay directly. Under Singapore's Personal Data Protection Act (PDPA), companies must delete or anonymise your data within 30 days if you request it-unless they have a legal reason to retain it (such as an open dispute).

Remaining account activity

Check your account with the merchant after cancellation. Sometimes merchants leave accounts open for a grace period, or they may send cancellation confirmation emails that contain important information about refunds or final billing dates. Stopee advises keeping these emails for at least one year.

Common mistakes that delay or prevent cancellation

Cancellation feels like it should be simple, but small mistakes cost you time and money. Here are the traps we see most often at Stopee.

Mistake 1: contacting ezpay before the merchant

Many Singaporeans email Ezpay directly to request cancellation, only to be told "You must contact the merchant." This wastes a week and leaves you at risk of another charge. The sequence matters: always contact the merchant first, then escalate to Ezpay only if the merchant fails to act.

Mistake 2: not asking for written confirmation

A verbal cancellation or a confirmation from a chatbot is not enough. Merchant support staff may not log your request properly, or the staff member may leave before passing your request to the billing team. Always demand a cancellation confirmation email with a reference number. If the merchant refuses to send one, this is a red flag-document it and escalate to CASE.

Mistake 3: assuming "Cancelled" means money stopped

A merchant may mark your account as "Cancelled" but still charge you if they have not instructed Ezpay to stop recurring billing. Check your bank statement on the next scheduled billing date. If a charge appears, you have proof that the merchant did not actually disable recurring payments-escalate immediately.

Mistake 4: waiting too long to dispute an unauthorised charge

Ezpay's 7-day refund window is tight. If you spot an unauthorised charge on day 8, Ezpay may refuse to refund. Your bank's chargeback deadline is 12 months, but Stopee recommends disputing within 30 days to avoid arguments that you "accepted" the charge by not objecting sooner.

Mistake 5: not keeping evidence of the cancellation request

If a dispute arises, the merchant or Ezpay may claim you never asked to cancel. Your cancellation email, the date it was sent, and the merchant's response email are your only proof. Stopee recommends forwarding these emails to your personal email account as a backup and keeping screenshots. Do not rely on the merchant's website to retain these records-websites are deleted, migrated, or archived without notice.

Pricing and what ezpay charges

Ezpay does not charge you directly for using its platform-merchants do. However, merchants may pass Ezpay's fees to you, either openly or hidden in the subscription price.

Pro tip: When you receive your invoice, scroll down to see the itemised breakdown. Ezpay-related fees are usually listed separately from the merchant's service charge. If you see a fee you do not recognise, ask the merchant to explain it before you cancel.

Deciding whether to cancel ezpay

Cancellation is not always the right answer. Sometimes renegotiating, pausing, or switching payment methods is better. Here is how to decide.

Cancel if:

• You no longer use the service and are being charged regularly.
• You are being charged without authorisation (you never agreed to recurring billing).
• The merchant has failed to deliver the service for more than 14 days.
• The price has increased without notice and the merchant refuses to honour the old rate.
• The merchant is not responding to support requests or cancellation requests (more than 7 days with no response).

Do not cancel if:

• You are in the middle of a contract term with an early termination fee and cannot afford it.
• The merchant has offered to pause the subscription instead (a pause preserves your data and account; cancellation may delete both).
• You plan to resubscribe within 3 months (check if the merchant offers a discounted return offer).
• The charge is actually a one-time purchase you authorised, not a recurring subscription.

Stopee helps you evaluate these trade-offs and decide the best path forward. When in doubt, send the merchant a detailed email listing your concerns and asking for options before you cancel.

Checklist: before, during, and after cancellation

Use this checklist to ensure you do not miss a critical step.

Contacting ezpay and where to escalate

If you need to contact Ezpay directly, here is where to go and what to expect.

Ezpay support channels

Ezpay operates a support portal for both merchants and consumers. If you are a consumer trying to resolve a billing issue, you may not have direct access to a consumer support team. Instead, the merchant you subscribed to is your first point of contact. Ezpay's support team primarily handles merchant integrations and technical issues.

If a merchant refuses to help or disappears, you can attempt to contact Ezpay directly through their official website (app.ezypay.ai), but be prepared for the response that "You must work with your merchant." This is why Stopee emphasises the importance of resolving the issue with the merchant first.

Ezpay singapore office

Ezpay maintains a Singapore office for customers in the region. If you need to lodge a formal complaint or send a dispute letter, you may address it to Ezpay's Singapore office address as listed on their official global website. However, Stopee recommends filing your complaint with CASE (caseorg.sg) at the same time, because CASE has enforcement authority and Ezpay is more responsive when a regulator is involved.

Terms of service and return policy

Before escalating, read Ezpay's Terms and Conditions (app.ezypay.ai/en/tos) and Return Policy (app.ezypay.ai/en/return-policy) carefully. These documents define Ezpay's liability and the conditions under which refunds are granted. Cite specific clauses in any dispute email to show you have done your homework.

What stopee can do for you

Cancelling Ezpay subscriptions is frustrating, time-consuming, and often requires escalation. Stopee has helped thousands of consumers in Singapore navigate subscription cancellations across dozens of platforms, including payment processors like Ezpay.

If you are struggling to cancel a subscription, facing a refund denial, or unsure whether a charge is legitimate, Stopee can help you evaluate your options, draft a dispute email, and escalate to the right authority. Stopee's guides, checklists, and community advice are free and updated regularly.

Visit Stopee today to access more cancellation guides, connect with other consumers, and take control of your subscriptions. Stopee is here to make sure you never lose money to a forgotten subscription again.