Manage Lively

How to cancel lively in singapore: your complete step-by-step guide

What is lively and why you might want to cancel

Lively, owned by Best Buy Health, offers senior-focused mobile plans, safety devices and hearing aids with app-based controls and tele-audiology support. The service combines connectivity with health monitoring features designed for older adults and their families.

You might decide to cancel Lively if you've found a more affordable plan, switched to another provider, or simply no longer need the service. Whatever your reason, Stopee is here to walk you through every step so you cancel cleanly without surprises.

Who uses lively

Lively primarily serves seniors seeking mobile connectivity with integrated safety features. You may have purchased a device directly from Lively, subscribed through the Apple App Store or Google Play, or signed up via their website at lively.com.

The cancellation process differs depending on where you bought your subscription. Stopee recommends identifying your purchase method first-this single step saves you time and prevents you from cancelling the wrong account.

Key things you should know before cancelling

Lively subscriptions renew automatically on your billing date. Cancelling does not trigger an immediate refund for the current billing period; instead, your service continues until the end of that cycle. You must cancel at least 24 hours before your next billing date to prevent unwanted renewal.

If you purchased a device from Lively within the last 30 days, you remain eligible for their device return policy. Stopee strongly recommends reviewing this window before you cancel, as returning hardware can recover costs beyond the subscription fee alone.

Your consumer rights when cancelling lively

Consumer protection (Fair trading) act in singapore

Singapore's Consumer Protection (Fair Trading) Act protects you when you cancel digital services and subscriptions. The Act requires companies to make cancellation terms clear, to honour cancellation requests promptly, and to refund fees where services were not delivered as promised.

If Lively refuses to cancel your account or delays a refund without valid reason, you can escalate to the Consumers Association of Singapore (CASE). Stopee advises documenting all cancellation requests and responses, as this evidence strengthens any complaint you file.

Right to cancel within the cooling-off period

For direct purchases made via lively.com, you generally have 14 days from purchase to cancel without penalty. If Lively fails to provide clear cancellation instructions at the point of sale, you may extend this right.

For app store subscriptions (Apple App Store or Google Play), the platform's own policies apply. Apple and Google often grant refunds within 14 to 30 days if you request them promptly after purchase. Stopee recommends contacting the app store directly if Lively ignores your refund request.

Right to timely refunds

If Lively accepts your cancellation, they must process any refund owed within 30 days under Singapore law. For device returns, Lively states refunds take up to 21 business days after they receive the returned hardware.

If 30 days pass without a refund, file a complaint with CASE. Include your cancellation confirmation, proof of payment and any correspondence with Lively. Stopee has seen CASE secure refunds in such cases within weeks.

How to cancel lively based on where you subscribed

Cancel a subscription purchased through apple app store

If you bought your Lively subscription directly through Apple's app marketplace, Apple handles the cancellation-not Lively. This is the safest route because Apple's refund process is transparent and well-established.

1. Open the Apple App Store on your iPhone or iPad.
   • Tap your profile icon in the top-right corner of the screen.
   • Select Subscriptions from the menu.
2. Find Lively in your active subscriptions list.
   • Tap the Lively subscription entry.
   • Review the renewal date and the amount you are charged.
3. Tap "Cancel Subscription" at the bottom of the screen.
   • Apple will ask you to confirm cancellation.
   • You remain on Lively until the end of the current billing cycle.
4. Request a refund if eligible.
   • Tap "Report a Problem" under the Lively subscription entry.
   • Select "I'd like a refund for this in-app purchase" and provide your reason.
   • Apple reviews refund requests within 48 hours; most are approved if made within 14 days of purchase.

Pro tip: If Apple denies your refund, Stopee recommends appealing immediately. Mention that the service did not meet your expectations or that the cancellation was not clear at purchase. Apple often approves appeals on the second request.

Warning: Do not delete the Lively app without cancelling the subscription first. Deleting the app does not cancel your subscription; you will continue to be charged.

Cancel a subscription purchased through google play

Google Play subscriptions work similarly to Apple's, and Google (not Lively) controls your cancellation and refunds. The process is straightforward and takes under 2 minutes.

1. Open Google Play on your Android device.
   • Tap your profile icon in the top-right corner.
   • Select "Payments and subscriptions" from the menu.
2. Find and tap Subscriptions.
   • Look for Lively in the active subscriptions list.
   • Tap it to view renewal dates and charges.
3. Select "Cancel subscription" from the options menu.
   • Google Play will show your final billing date.
   • Confirm the cancellation when prompted.
4. Request a refund if you qualify.
   • Return to the Lively subscription entry.
   • Tap "Report a problem" and select "I want a refund."
   • Google processes refunds within 48 hours if made within 14 days of purchase.

Pro tip: Keep your Google Play receipt email. If Google denies a refund, reply to that email with your appeal and reference your receipt. Stopee has found that proof of the original purchase strengthens your case.

Warning: Uninstalling the Lively app does not cancel the subscription. You must cancel through Google Play directly.

Cancel a subscription purchased directly from lively.com or your lively account

Direct cancellations through lively.com give you the most control. You can cancel instantly through your account dashboard or contact Lively's U.S.-based customer care team via email or phone.

1. Sign in to your Lively account at lively.com.
   • Use the email and password associated with your subscription.
   • If you forget your password, use the "Forgot password?" link to reset it.
2. Navigate to your subscription or billing settings.
   • Look for a "Manage Plans," "My Plans" or "Billing" section in your account dashboard.
   • Your current subscription should display with the next renewal date.
3. Locate the cancellation option for your active plan.
   • Select "Cancel Plan" or "Cancel Subscription."
   • Lively will display a confirmation screen and the final date you have access.
4. Confirm your cancellation.
   • Review the cancellation summary and click the final "Confirm Cancellation" button.
   • You should receive a cancellation confirmation email within minutes.
5. Save your confirmation email and cancellation reference number.
   • Stopee recommends taking a screenshot of the confirmation page as well.
   • Keep this evidence for at least 6 months in case a billing dispute arises.

Pro tip: If the cancellation option does not appear in your dashboard, contact Lively customer care directly. Provide your account email and phone number. Their team typically responds within 24 hours via email.

Warning: If you cancel after 24 hours before your billing date, your account may renew one final time. You will then need to cancel again at the end of that period. Always cancel at least one full day before your renewal date.

What happens immediately after you cancel

Your service access during the remaining billing period

Cancelling Lively does not cut off your service instantly. You retain full access to all features, devices and mobile connectivity until the end of the current billing cycle. This grace period lets you explore alternative services without losing coverage mid-month.

For example, if your billing date is the 15th and you cancel on the 1st, you have service through the 14th. Stopee suggests using this window to migrate to your new provider to avoid any gaps.

App and device functionality after cancellation

The Lively app remains installed and functional on your device after cancellation. However, some features tied to active subscriptions (such as cloud backup, emergency alerts or device monitoring) may degrade or disappear after your billing period ends.

If you own a Lively device (safety button, hearing aid or mobile device), the hardware itself is yours to keep. However, cloud services and app connectivity may be limited. Stopee recommends downloading or exporting any important data-such as health records or emergency contacts-before the access cutoff date.

Billing and automatic renewal

Once you cancel, Lively will not charge you again at the next renewal date. However, if you cancelled after your renewal date had already passed (sometimes a billing date can process before you notice), you may see one final charge. Contact Lively within 10 business days of that charge and request a refund.

Stopee advises logging into your payment method (credit card, PayPal or debit account) to confirm that Lively no longer appears in your recurring transactions. This double-check catches errors early.

Refunds: what you can recover and when

Subscription refunds for lively plans

Lively's standard policy treats subscription fees as non-refundable once you have paid and accessed the service during a billing period. However, consumer law in Singapore often overrides this restriction.

You are entitled to a refund if you cancel within the cooling-off period (14 days from purchase), if the service was not delivered as promised, or if Lively failed to disclose cancellation terms clearly. Stopee recommends requesting a refund anyway and referencing the Consumer Protection (Fair Trading) Act if Lively initially denies it.

Device returns and refunds

Lively devices (safety buttons, hearing aids, mobile devices) come with a 30-day return window from the delivery date. You must return the hardware in working condition to be eligible.

To return a device, contact Lively and request a return shipping label. Once Lively receives and inspects the device, refunds are processed within 21 business days. Stopee suggests tracking the return shipment and keeping the carrier tracking number for your records.

Hearing aid trials and the 100-day guarantee

Hearing aids purchased through Lively include a 100-day risk-free trial. If you are unhappy with the hearing aids for any reason during this window, return them for a full refund. This is one of Lively's strongest consumer protections.

To activate a refund, contact Lively, obtain a return shipping label and send the devices back. Stopee recommends doing this within 90 days to ensure your refund is processed before the trial expires.

Common mistakes that delay or prevent cancellation

Cancelling a subscription feels like it should be simple, but missed steps often trap you with unwanted charges for weeks or months longer than necessary. We hear from frustrated customers who made avoidable mistakes, so let Stopee help you avoid the same pitfalls.

Deleting the app instead of cancelling the subscription

This is the number one mistake. Removing the Lively app from your phone does nothing to stop the subscription. Your payment method continues to be charged on the renewal date, and you lose access to any cancellation proof buried in the app.

Always cancel through your account dashboard or the app store first. Only delete the app after you have received a cancellation confirmation email. Stopee emphasises: cancel the subscription, then delete the app-never the reverse.

Cancelling less than 24 hours before your billing date

Lively's billing system processes renewals on a rolling schedule. If you cancel fewer than 24 hours before your renewal date, the system may process your final charge before the cancellation takes effect. You then face a choice: request a refund (which can take weeks) or let the subscription renew one more cycle.

Check your renewal date in your account today. Mark your calendar 2 days before that date and cancel then. Stopee's approach gives you a safe buffer so the system has time to register your cancellation before billing runs.

Forgetting to cancel the app store subscription after leaving the plan

If you originally subscribed through Apple or Google, cancelling directly with Lively does not cancel your app store subscription. You must cancel in two places: once with Lively (if you have a direct account) and once with the app store.

This is easy to miss because Lively and the app stores operate independently. Stopee recommends cancelling with Lively first, then immediately going to your app store subscription list and cancelling there as well. This dual-cancellation approach prevents accidental renewals.

Not requesting a refund within the window

Apple and Google allow refunds for up to 14 to 30 days after purchase, depending on the service. However, they honour refund requests only if you file them during that window. Once the window closes, refunds are much harder to secure.

If you want your money back, request the refund the same day you cancel. Do not wait. Stopee has seen thousands of refund claims denied simply because the customer filed the request 2 weeks too late.

Ignoring cancellation confirmation emails

When you cancel, you receive a confirmation email with your cancellation date and reference number. Many users delete this email immediately. If a billing dispute arises later, you have no proof of when you cancelled.

File these cancellation emails in a dedicated folder and keep them for 12 months. Stopee recommends labelling the folder "Cancellations" and reviewing it quarterly to spot any unwanted charges that slipped through.

Your pre-cancellation checklist

Before you hit the cancellation button, work through this checklist to ensure you do not lose data or miss a refund opportunity.

• Write down your Lively account email and the email address on file for your payment method.
• Check your current billing date and the amount you are charged per cycle.
• Note any device purchase dates (especially within the last 30 days) and device serial numbers.
• Log into your account and review any saved payment methods or device settings you want to export or screenshot.
• Check the Apple App Store or Google Play app store to see if your subscription appears there (some users have both direct and app store subscriptions).
• Identify your cancellation method (app store, direct website, or customer care) based on where you originally purchased.
• Set a reminder on your phone for 2 days before your renewal date if you want to cancel.
• Prepare to save any cancellation confirmation email or reference number for 12 months.

When should you keep your lively subscription

Reasons to stay subscribed

Lively is worth keeping if you or a family member value the integrated safety features, tele-audiology support or the ease of managing a senior's connectivity in one app. The pricing is often competitive for seniors compared to mainstream carriers.

If you are within a device return window and the hardware is faulty, keeping the subscription active while you process the return can simplify the refund claim. Stopping the subscription mid-return sometimes complicates the logistics.

Comparison with other providers

Stopee suggests using this comparison to evaluate whether another provider better matches your needs. If the main appeal of Lively-its integrated safety model-does not apply to you, a cheaper plan elsewhere often makes more sense.

What to do if lively refuses to cancel or delays a refund

Document everything and escalate

If Lively ignores your cancellation request or delays a refund beyond 30 days, escalate the issue formally. Save every email, screenshot, and date you contacted Lively. Write down the name and title of any customer service agent you spoke with.

Send Lively a final email via registered mail (or use certified email) with the subject "Formal Cancellation Notice and Refund Request." Include your account number, the exact amount owed, and the date you originally cancelled. State that you expect resolution within 10 business days or you will file a complaint with CASE (Consumers Association of Singapore).

File a complaint with CASE

Singapore's Consumers Association (CASE) handles disputes between consumers and companies. You can file a complaint free of charge if a company fails to honour cancellation or refund terms.

Visit case.org.sg or call them at 6100 0315. Provide your account details, proof of cancellation, and proof of payment. CASE will contact Lively on your behalf. Stopee has found that CASE intervention resolves most disputes within 4 to 8 weeks.

Escalate to financial regulators if payment is involved

If Lively charged your credit card or debit account after you cancelled, contact your bank or card issuer immediately. Request a chargeback (reversal) of the unauthorized charge. Most banks process chargebacks within 30 to 60 days.

Provide your bank with your cancellation confirmation email and any correspondence from Lively. The bank may reverse the charge on your behalf even if Lively disputes it.

Key takeaway and next steps

Cancelling Lively is straightforward if you follow the right path for your subscription type. Whether you subscribed through Apple, Google or directly on lively.com, Stopee has provided step-by-step instructions tailored to each method.

Before you cancel, save your cancellation confirmation and note your final access date. If you purchased a device within 30 days, explore the return option-it often recovers more money than the subscription refund alone.

If Lively refuses to honour your cancellation or withholds a refund, CASE is your escalation point. Consumer law in Singapore protects you, and Stopee's approach ensures you have the evidence and documentation to back up any claim.

Cancellation should not be stressful. Stopee has helped thousands of consumers cancel subscriptions cleanly, recover refunds and move on to better-fitting services. Use this guide, follow the step-by-step instructions, and take control of your billing today.

Lively cancellation address and contact information

How to reach lively customer care

Lively's primary customer service team is based in the United States. For most cancellations, you can use the online dashboard at lively.com or contact their team directly.

Lively does not publish a Singapore-based mailing address for cancellation notices. However, under consumer law in Singapore, you may send a formal cancellation notice to Lively's registered U.S. address or use certified email. Stopee recommends contacting Lively through their website's help centre first before resorting to formal written notice.

Visit shop.lively.com/blogs/help-center for links to email support and phone lines. Have your account number and registered email ready when you contact them.

Document your cancellation formally

If you need to send a formal cancellation notice via mail, address it to Best Buy Health (Lively's parent company) at their corporate headquarters in the United States. Include your full name, account email, phone number, account number and the exact date you want the cancellation to take effect. Send it via registered mail so you have proof of delivery.

Stopee recommends doing this only if Lively fails to process your online cancellation within 48 hours or if you are disputing a charge. For routine cancellations, the online dashboard is faster and cleaner.