Manage Identity Guard

How to cancel identity guard and protect your money back

What identity guard does and why you might want to cancel

Identity Guard is a subscription-based identity protection service that monitors your personal information for signs of fraud and theft. The service operates through an online dashboard and mobile app, backed by Aura (the company that runs Identity Guard), and sends you alerts if suspicious activity is detected on your credit accounts, bank accounts, social media, or investment portfolios.

You subscribe on a monthly or annual basis, and your billing renews automatically unless you cancel. If you're here because you want to stop paying, have concerns about the value you're getting, or simply prefer to manage your identity protection differently, Stopee is here to walk you through the exact steps to cancel without traps or delays.

The core features of identity guard

Identity Guard offers three main tiers: Individual Value (basic identity checks), Individual Total (with credit and bank monitoring), and Individual Ultra (full suite including social media and investment monitoring). Family plans are also available at a higher cost. All tiers include identity theft insurance coverage and access to a dedicated support team.

Why consumers cancel

Common reasons include switching to a competitor, budget cuts, lack of perceived value, or moving to a workplace scheme. Some subscribers also cancel because they've resolved a specific concern (like a past fraud incident) and no longer feel the ongoing cost is justified. Whatever your reason, Stopee recommends you cancel promptly once you've made the decision to avoid paying for another renewal cycle.

Your consumer rights in singapore and what they protect

When you cancel Identity Guard, Singapore's consumer protection laws work in your favour. The Consumer Protection (Fair Trading) Act gives you clear rights around subscription services, cancellation methods, and refunds.

Cancellation and renewal rights

Under Singapore law, subscription services must allow you to cancel at any time, and cancellation should take effect by the end of the current billing period at the latest. Identity Guard's terms comply with this: when you cancel, your service remains active until your paid cycle ends, and no charge occurs for the next renewal. You have the explicit right to cancel without penalty, and the company cannot force you to continue paying.

Refund protection and your 60-day window

Identity Guard offers a 60-day money-back guarantee on annual plans. This is a contractual promise, and if you cancel within 60 days of purchase and request a refund, the company must honour it. Monthly plans do not include refunds for unused time under their published policy, but you may be eligible for a refund if Identity Guard breaches its service terms or if you can demonstrate unfair contract terms under the Fair Trading Act. Stopee advises you to request a refund in writing (email or registered mail) if you qualify, and escalate to the Consumers Association of Singapore if the company refuses.

How to cancel identity guard step by step

You have three methods to cancel: via the online dashboard, through the mobile app, or by phone with customer support. Stopee recommends the dashboard method first because it gives you instant confirmation and stops auto-renewal immediately.

Cancel via the identity guard website or app dashboard

1. Log into your Identity Guard account at the main website or open the mobile app.
2. Navigate to your account settings (usually a gear icon or "Account" menu).
3. Select "Membership" or "Billing & Subscription" from the menu options.
4. Click the button labelled "Cancel Plan" or "Cancel Subscription."
   • A confirmation screen will appear asking you to confirm cancellation.
   • Read any final offers or retention messages; you can ignore these and proceed.
5. Confirm your cancellation by clicking the final "Yes, cancel" button.
6. Screenshot or save the confirmation page for your records; it will show your cancellation date and the end date of your current billing cycle.

Pro tip: Cancel within the first week of a new cycle to maximise the active period you've already paid for.

Cancel via phone with identity guard support

1. Locate Identity Guard's phone number from your billing email or the company website.
2. Call during business hours and confirm you are speaking with a customer service representative.
3. Provide your account email address and the last four digits of your payment method.
4. Clearly state: "I would like to cancel my Identity Guard subscription effective immediately."
   • The representative may offer discounts or plan downgrades; politely decline if you are certain.
5. Ask the representative to confirm the cancellation date and the end of your billing cycle in writing via email.
6. Request a confirmation number or reference for your records.

Warning: Some phone representatives use retention tactics (discounts, free months, plan downgrades). If you have decided to cancel, stay firm and ask for the cancellation to be processed without additional conditions.

Cancellation via app store (if you subscribed through apple app store or google play)

If you originally signed up for Identity Guard through an app store rather than directly through Identity Guard's website, you may need to cancel through that platform instead of the company's dashboard.

1. For Apple App Store: Go to Settings > [Your Name] > Subscriptions > Identity Guard > Cancel Subscription.
2. For Google Play: Open the Google Play app > Menu > Subscriptions > Identity Guard > Cancel Subscription.
3. Confirm the cancellation on the final screen.

Stopee recommends confirming the cancellation directly with Identity Guard via email afterwards, as app store systems and company billing systems sometimes take 24 to 48 hours to sync.

What happens immediately after you cancel

Cancelling Identity Guard does not cut off your service immediately; it stops future charges and sets an expiration date. Your account and personal data remain with the company unless you request deletion.

Your access and service duration post-cancellation

Your subscription remains fully active and monitoring continues until the end of your current billing cycle (the date your next payment would have been due). After that date, you lose access to the dashboard, app, and monitoring alerts. If you cancelled on 15 January during a monthly cycle that renews on 28 January, you have full service until 28 January and lose access the next day.

Data retention and account deletion requests

Identity Guard stores your personal information, account history, and monitoring data under its privacy terms. If you want this deleted after cancellation, you must request it in writing. Stopee advises sending a data deletion request to the company's Legal Department (see the address section below) and keeping a copy for your records. The company must respond within 30 days under Singapore's Personal Data Protection Act.

Reactivation if you change your mind

If you cancel and later want to restart, you can log back into your account and select a new plan. You will be subject to the current pricing and may not receive the introductory rate you paid originally, so ensure cancellation is your final decision before confirming.

Refund eligibility and how to claim your money back

Your refund depends on your plan type and how long you have been subscribed. Stopee walks you through the exact scenarios and what you can claim.

Annual plans and the 60-day money-back guarantee

If you purchased an annual plan and cancel within 60 days of your purchase date, you are eligible for a full refund under Identity Guard's stated guarantee. This is your strongest legal position and should be honoured without question.

1. Locate your original purchase email; it will show the purchase date and plan type.
2. Count 60 days forward from that date.
3. If today is within that window, you qualify for a refund.
4. Email Identity Guard support or the Legal Department (address below) with the subject line: "Refund Request & Money-Back Guarantee Claim - [Your Account Email]."
   • Include your account email, original purchase date, and plan name.
   • State: "I am cancelling within the 60-day money-back guarantee window and request a full refund."
5. The company must process your refund within 14 to 30 days, depending on your payment method.

Pro tip: If you are outside the 60-day window but the service failed to meet reasonable expectations (for example, it missed a fraud alert), you may still have grounds for a partial refund under the Fair Trading Act. Document this in your refund request.

Monthly plans and special circumstances

Monthly plans are not eligible for refunds of unused time; you pay month-to-month and service runs until your cycle end date. However, refunds may be granted at Aura's discretion in exceptional cases, such as:

• The company breached its service terms (for example, system downtime preventing alerts).
• You were charged twice by mistake.
• A genuine billing error occurred on the company's side.

If any of these apply, submit a refund request with evidence (screenshots of duplicate charges, service outage notifications, or correspondence) to the Legal Department. The company is not obligated to refund but may do so to avoid escalation.

Employee benefit plans

If you subscribed through an employer or workplace benefit scheme, refund policies differ. Contact your benefits administrator or HR department first, as the refund may come through them rather than directly from Identity Guard.

Identity guard pricing in singapore dollars

Identity Guard publishes prices in USD; actual SGD costs depend on the live USD-SGD exchange rate and in-app store conversion rates. Below is the current pricing at published rates, converted to approximate SGD at 1 USD = 1.35 SGD.

Annual plans offer 15% to 25% savings versus monthly equivalents. Stopee recommends annual plans only if you are certain you will use the service for 12 months; monthly plans give you greater flexibility to cancel without financial loss.

Common mistakes people make when cancelling identity guard

Cancelling a subscription feels straightforward, but small missteps can leave you charged twice or locked into another cycle. These mistakes are frustrating but entirely preventable.

Forgetting to cancel auto-renewal instead of pausing the service

Some users disable notifications or pause monitoring, thinking this stops charges. It does not. Your subscription auto-renews on schedule unless you explicitly cancel. Always click "Cancel Plan" or "Cancel Subscription," not "Pause" or "Disable Notifications." Stopee recommends checking your billing email 3 days after your renewal date to confirm no charge occurred.

Cancelling through the wrong platform

If you signed up via Apple App Store, cancelling through the Identity Guard website dashboard will not work; you must cancel through the App Store instead. Similarly, Google Play subscriptions require cancellation through Google Play. Check your original email receipt to confirm which platform you used, then cancel through that same platform.

Assuming cancellation takes effect immediately

Cancellation does not stop your current service; it stops the next renewal. If you cancel on 15 January during a January cycle ending 28 January, you continue to be charged as usual and service remains active until 28 January. You will not be charged again after that date. Do not assume you have stopped payments until your renewal date passes with no charge.

Losing your confirmation number and proof

Always screenshot or save the cancellation confirmation page. If a dispute arises later (for example, you are charged again by mistake), you will need this proof to show the company you cancelled and to escalate to the Consumers Association of Singapore if necessary.

Cancellation checklist and final verification steps

Use this checklist to confirm your cancellation is complete and you will not be charged again.

1. Confirm your cancellation method:
   • Dashboard cancellation: Screenshot the "cancellation confirmed" page.
   • Phone cancellation: Request written email confirmation with the cancellation date and reference number.
   • App store cancellation: Take a screenshot showing the subscription as "cancelled" or "expired."
2. Check the cancellation takes effect on or before your next renewal date (found in your account settings or billing email).
3. Set a phone reminder for one day after your renewal date to verify you were not charged.
4. If you are entitled to a refund (60-day guarantee on annual plans), submit your refund request within 5 business days of cancellation.
5. Save all confirmation emails and screenshots in a folder labelled "Identity Guard Cancellation" for your records.
6. Request data deletion if desired, and keep a copy of your deletion request.
7. Verify your statement 5 to 7 days after renewal to confirm no charge appeared.

What customers say about identity guard and cancellation experience

Stopee gathers feedback from real subscribers about both the service and the cancellation process. Common themes include satisfaction with alert reliability but frustration with retention calls and cancellation delays.

Service satisfaction and typical complaints

Identity Guard users appreciate the multi-channel monitoring (credit, bank, social media) and the mobile app functionality. Common complaints include frequent retention calls, slow customer service responses, and confusion about what each tier actually monitors. Some users report that after cancellation, they received follow-up emails offering discounts to reactivate, which felt aggressive.

Cancellation experience feedback

The dashboard cancellation method receives positive reviews for speed and clarity. Phone cancellations attract mixed reviews because representatives often push back with discount offers or attempt to downgrade your plan instead of processing immediate cancellation. Email cancellation requests sometimes take weeks for confirmation. Stopee recommends the dashboard method for the fastest, clearest experience.

Should you cancel identity guard or switch plans

Before you cancel, decide whether cancellation is truly your best option or whether a plan downgrade might serve you better.

When to cancel outright

Cancel if you no longer need identity protection, are switching to a competitor with better value, or are cutting expenses across the board. Also cancel if you have been with the service for more than 60 days on an annual plan (refunds are unlikely after this window) and feel the monitoring is not delivering value. Cancellation is permanent and clean.

When to downgrade instead

If you value some monitoring but want to reduce costs, downgrade from Individual Ultra to Individual Total or Value. This keeps basic protection active at a lower cost and avoids cancellation friction. You can upgrade or cancel later if needed. Downgrade requests usually process faster than cancellations.

How to contact identity guard for cancellation and escalation

If Identity Guard refuses to honour your cancellation, refund, or data deletion request, escalate using the addresses and channels below. Stopee has helped thousands of consumers cancel subscriptions and claim refunds by knowing exactly where to send formal complaints.

Official identity guard contact addresses

Send cancellation notices, refund requests, and legal notices to:

For legal notices and cancellation requests:
Aura Sub, LLC
Legal Department
Herndon Office
Herndon, Virginia, USA

For general membership and refund matters:
Aura Sub, LLC
P.O. Box [Chantilly]
Chantilly, Virginia, USA

Send all notices via registered mail or email (if an email address is provided on the website). Keep copies for your records.

Escalation to singapore authorities

If Identity Guard does not respond within 14 days or refuses a legitimate refund claim, escalate to the Consumers Association of Singapore (CASE) or the Consumer Tribunal. File a complaint with CASE including your cancellation proof, refund request, and all correspondence. CASE is free and will mediate on your behalf. For claims under S$10,000, you can also file a claim in the Magistrate's Court.

Key takeaways and your next step

Cancelling Identity Guard is straightforward if you use the dashboard method, confirm your cancellation takes effect by your renewal date, and request a refund if you qualify under the 60-day guarantee. You have strong consumer protection rights under Singapore law: the company must allow you to cancel without penalty, auto-renewal must stop, and you are entitled to honoured refunds if you act within the guarantee period.

Do not delay if you have decided to cancel. The sooner you click "Cancel Plan," the sooner your auto-renewal stops and your focus shifts to verification and, if applicable, claiming your refund. Stopee exists to empower you to take control of your subscriptions and recover money you should not have spent. Visit Stopee (stopee.com) today, bookmark your cancellation confirmation, and remember: you are in control, not the company's billing system.