Manage Truebill

How to cancel truebill and take control of your subscriptions

Understanding truebill and why you might want to cancel

Truebill, now rebranded as Rocket Money, is a subscription and bill-management platform that scans your linked bank accounts to identify recurring charges, track upcoming renewals, and help you cancel unwanted subscriptions. It integrates with payment processors and works across web, iOS, and Android platforms. Many South African users discover that while Truebill promises financial clarity, the service may not suit everyone's needs or budget. If you've decided Truebill isn't delivering the value you expected, Stopee has developed this guide to help you cancel smoothly and recover any funds you're entitled to.

What truebill does

Truebill scans linked financial accounts to uncover hidden subscriptions, displays upcoming bill renewals, and offers you the option to negotiate or cancel certain bills directly through the platform. The service supports cancellations for subscriptions billed through its website and provides insights into your recurring spending patterns.

Why customers cancel

Users typically cancel Truebill because they've found free or cheaper alternatives, feel the premium features don't justify the cost, or prefer to manage subscriptions manually. Others discover that the service doesn't integrate with their South African bank or payment method, or they've simply paid for a trial and want to exit before renewal. Whatever your reason, Stopee is here to walk you through the cancellation process step by step.

Your consumer rights under south african law

Before you cancel, understand the legal protections available to you as a South African consumer.

Consumer protection act safeguards

The Consumer Protection Act 68 of 2008 (CPA) grants you the right to cancel a distance transaction (which includes online services) within 14 calendar days of conclusion, provided you notify the supplier in writing. This cooling-off period applies to Truebill if you purchased a paid plan online.

You may request a full refund within this 14-day window for any reason, without penalty. Truebill must process your refund within 40 business days of receiving your cancellation notice. If Truebill fails to refund you, you can escalate your complaint to the National Consumer Commission (NCC).

Key protections you hold

Under the CPA, Truebill must supply clear terms and conditions before purchase. You have the right to cancel recurring subscriptions with written notice, and the supplier must confirm cancellation in writing. If Truebill claims there is no refund policy, the CPA still entitles you to a refund if you cancel within 14 days of purchase. For disputes, the NCC (ncc.org.za) is your escalation point if Truebill refuses your refund claim.

Methods to cancel truebill

You have three primary routes to cancel: through the Truebill website, via mobile app platforms, or by contacting customer support directly.

Cancel through the truebill website

This is the fastest method for subscriptions purchased directly on Truebill's site or the Andro.io platform. Log in to your account, navigate to the Subscriptions tab, select the subscription you wish to cancel, and confirm. Website payments are processed through Stripe, so Truebill handles refund requests for web charges directly.

Cancel via apple app store (iOS)

If you subscribed through your iPhone, you must cancel through Apple's system, not the Truebill app itself. Access your subscription settings, find Truebill, and tap "Cancel Subscription." Refunds for App Store purchases are issued by Apple alone; Truebill cannot process these. You will need to contact Apple directly if you want a refund.

Cancel via google play (Android)

Android users who subscribed through Google Play must cancel via the Play Store app or website, not within Truebill. Open your Play Store profile, select "Payments and subscriptions," find Truebill, and confirm cancellation. Like App Store refunds, any money back comes from Google, not from Truebill.

Cancel by contacting customer support

You can also email Truebill's support team at support@truebill.com to request cancellation. This method is particularly useful if you encounter technical issues or want written proof of your cancellation request. Always keep a copy of your email and any confirmation Truebill sends in return.

Step-by-step cancellation process

Follow these detailed instructions to cancel your Truebill subscription safely and ensure you receive confirmation.

How to cancel via the truebill website

1. Visit truebill.andro.io or the official Truebill website and log in with your email and password.
   • If you've forgotten your password, use the "Forgot password?" link to reset it before proceeding.
2. Navigate to the Subscriptions tab in your account dashboard.
   • Look for a tab labeled "Subscriptions," "Billing," or "Account Settings" depending on the current interface.
3. Find the Truebill premium subscription or the specific subscription you want to cancel.
   • The page should display your subscription name, renewal date, and amount charged.
4. Click "Cancel Subscription" or a similar button next to your active subscription.
   • You may be asked why you're cancelling; this feedback is optional but helps Truebill improve.
5. Confirm your cancellation when prompted.
   • The system should display a confirmation message stating your cancellation is effective immediately or at the end of your current billing period.
6. Screenshot or save your confirmation page as proof of cancellation.
   • Email this to yourself or store it in a safe folder for your records.

How to cancel via iOS (Apple app store)

1. Open the Settings app on your iPhone or iPad.
   • Look for the grey gear icon typically found on your home screen.
2. Tap your Apple ID at the top of the Settings menu.
   • You should see your name, email, and photo if logged in.
3. Select "Subscriptions" from the menu.
   • This displays all active and past subscriptions linked to your Apple ID.
4. Find Truebill (or Rocket Money) in the list and tap it.
   • You'll see your renewal date and the amount charged per renewal period.
5. Tap "Cancel Subscription" and confirm.
   • Apple will ask you to confirm; proceed with the cancellation.
6. Check for a cancellation confirmation message.
   • Your subscription access typically ends at the end of your current billing period, not immediately.

How to cancel via android (Google play)

1. Open the Google Play Store app on your Android phone.
   • Tap your profile icon in the top right corner.
2. Select "Payments and subscriptions" from the menu.
   • This takes you to your subscription management page.
3. Tap "Subscriptions" to view all active subscriptions.
   • You'll see a list of all services you're paying for through Google Play.
4. Find Truebill in the list and tap it.
   • Review the renewal date and the amount you're charged.
5. Tap "Cancel subscription" and confirm when prompted.
   • Google will ask you to verify before finalising cancellation.
6. Look for a confirmation message confirming your cancellation is effective.
   • Access typically ends at the end of your current billing cycle.

How to cancel by email

1. Compose a clear email to support@truebill.com with the subject line "Request to cancel Truebill subscription."
   • Include your full name, email address linked to your Truebill account, and account username if available.
2. State clearly that you want to cancel your subscription effective immediately.
   • Example: "I request cancellation of my Truebill subscription effective immediately. Please confirm this cancellation in writing."
3. Request written confirmation of cancellation in response.
   • Ask Truebill to email you confirmation within 5 business days.
4. Send the email using a method that provides proof of delivery (read receipt or Gmail's "Request read receipt" feature).
   • Keep this proof along with Truebill's response for your records.
5. Wait for Truebill's confirmation email and save it permanently.
   • If you don't receive confirmation within 7 business days, follow up with a second email referencing your first request.

What happens after you cancel

Cancelling Truebill doesn't automatically erase your account or linked financial data, and it's important to understand what changes and what remains.

Access and features

Once you cancel, your access to premium features typically ends at the end of your current billing period unless your cancellation takes effect immediately. You may retain limited free-tier access to view your account and past data, or your account may be suspended entirely depending on Truebill's policy at the time of cancellation.

Future recurring charges for that subscription path (whether web, App Store, or Google Play) will stop. However, cancelling a subscription through one platform (for example, the web) does not affect subscriptions purchased through a different platform (such as the App Store). You must cancel each separately.

Your account and data

Your Truebill account, linked bank connections, transaction history, and any saved notes typically remain in Truebill's database after cancellation unless you explicitly request account deletion. If you want complete removal of your data, contact Truebill support and request account deletion in writing; keep a record of this request and any responses.

Warning: Deleting the Truebill app from your phone does not cancel your subscription. You must follow the steps above through the website, App Store, Google Play, or email to complete cancellation.

Refund eligibility and how to claim

Your refund rights depend on which platform you used to subscribe and how long you have owned the subscription.

Refunds for website (Stripe) payments

If you purchased a Truebill subscription directly on the website (processed through Stripe), refunds are handled by Truebill on a case-by-case basis. There is no published automatic 14-day refund policy, meaning refunds are discretionary and assessed individually by Truebill's support team.

However, under South Africa's Consumer Protection Act, you have the right to cancel and receive a full refund if you do so within 14 calendar days of purchase. If Truebill refuses a refund within this window, escalate your complaint to the National Consumer Commission at ncc.org.za.

To request a refund for a Stripe payment, email support@truebill.com with your full name, account email, the date of purchase, the amount charged, and the reason for your refund request. Request a response within 5 business days.

Refunds for app store and google play purchases

Truebill cannot issue refunds for subscriptions purchased through Apple or Google. You must request refunds directly from the platform that charged you.

To request a refund from Apple: Open the Settings app, tap your Apple ID, select "Purchases" or "Transaction History," find the Truebill charge, and tap "Report a Problem." Select "I'd like a refund for this purchase" and submit your reason. Apple typically responds within 48 hours.

To request a refund from Google: Open Google Play Store, tap your profile icon, select "Payments and subscriptions," go to "Billing history," find the Truebill charge, tap the three dots next to it, and select "Refund." Google processes refund requests within 24 to 48 hours.

Truebill pricing and subscription plans

Pricing information for South Africa varies, and there is no confirmed ZAR pricing available for 2024 or 2025.

Available plans

Currency and payment note for south africa

Global pricing is listed in US dollars (USD). South African users should expect currency conversion fees and potential bank or payment processor charges when paying in ZAR. Contact Truebill directly at support@truebill.com to inquire about ZAR pricing options or available payment methods for South African residents.

Common mistakes to avoid when cancelling

Cancellation delays and refund denials often stem from avoidable errors; protect yourself by understanding these pitfalls.

Deleting the app instead of cancelling the subscription

The single most common mistake is deleting the Truebill app from your phone and assuming the subscription has ended. Your subscription remains active and will continue to renew, even without the app installed. You must explicitly cancel through the website, App Store, Google Play, or email as outlined in this guide.

Cancelling on one platform when you subscribed on another

If you signed up via the App Store but attempt to cancel on the Truebill website, your subscription remains active. You must cancel through the same platform where you purchased. Check your email receipts or bank statements to confirm which platform charged you, then cancel through that specific channel.

Not requesting refunds within the legal window

Under the Consumer Protection Act, you have only 14 days from purchase to claim a refund. If you wait longer, refunds become discretionary. Act immediately after deciding to cancel, especially if you purchased within the last two weeks.

Failing to document your cancellation request

If you cancel by email but don't receive confirmation, Truebill may dispute that you ever requested cancellation. Always send emails using read receipt verification, screenshot confirmation pages from the website, and save Apple or Google confirmation emails. These become essential if you need to escalate to the National Consumer Commission.

Ignoring unexpected charges after cancellation

After cancelling, monitor your bank statement for the next 30 days to ensure no further charges appear. If Truebill charges you after cancellation, contact your bank to dispute the charge and request a chargeback. Simultaneously notify Truebill support and the NCC if the charge is not reversed within 10 business days.

Checklist for a successful cancellation

Use this checklist to ensure you've completed every step and protected your interests.

• Confirm the platform where you subscribed (website, App Store, or Google Play) by checking your email receipts or bank statement.
• If within 14 days of purchase, note this date for potential Consumer Protection Act refund eligibility.
• Complete cancellation through the correct platform using the steps provided above.
• Screenshot or save the cancellation confirmation page.
• If cancelling by email, send from an account with read receipt enabled and retain proof of delivery.
• Wait for Truebill's written confirmation of cancellation and save it permanently.
• Verify no further charges appear on your bank or credit card statement within 30 days of cancellation.
• If you purchased within 14 days and want a refund, submit your refund request in writing within this window.
• Keep all receipts, confirmation emails, and bank statements for at least 12 months as evidence if disputes arise.
• If Truebill refuses your refund, file a complaint with the National Consumer Commission at ncc.org.za.

Stopee's recommendation and next steps

Cancelling Truebill is straightforward once you understand your options and avoid common traps. Whether you're leaving due to cost, lack of integration with South African banks, or simply finding the service unhelpful, Stopee empowers you to exit cleanly and claim any refunds you deserve.

The key is acting within 14 days if you want a refund, cancelling through the platform where you subscribed, and documenting every step. If Truebill resists your refund or continues charging you after cancellation, the Consumer Protection Act and the National Consumer Commission are your allies.

Stopee has helped thousands of consumers cancel unwanted subscriptions and recover their money. Visit Stopee.com for guides on cancelling hundreds of other services and protecting your financial interests. Your peace of mind is just a few clicks away.

Contact information and support

Truebill customer support

South african consumer protection escalation

National Consumer Commission (NCC)
Website: ncc.org.za
Email: complaints@ncc.org.za
Use the NCC if Truebill refuses your refund or fails to respond to cancellation requests within 5 business days.

Stopee remains your trusted guide for cancelling any subscription service. Visit Stopee.com today and discover how to take control of your recurring charges and protect your money.