Manage Multichoice

How to cancel multichoice (DStv and showmax) in south africa: your complete guide

Understanding multichoice and why you might want to cancel

Multichoice operates DStv satellite television and Showmax streaming across South Africa, offering monthly packages that range from entry-level to premium tiers with add-ons and bundle options. You may be considering cancellation because your circumstances have changed, you want to reduce entertainment costs, or you have found alternative services that better suit your needs.

Cancelling with Multichoice does not require you to visit a physical location or navigate complex procedures, though the company does operate multiple cancellation channels. At Stopee, we help thousands of South African consumers understand their subscription rights and execute clean cancellations without hidden charges or billing surprises.

What this guide covers

This guide walks you through every cancellation method available to you, explains what happens to your account and billing after you cancel, clarifies your refund entitlements under South African law, and reveals the common mistakes that delay or complicate the process. You will also find verified contact details, current pricing, and a checklist to confirm your cancellation has taken effect.

Your consumer protections in south africa

The Electronic Communications and Transactions Act (ECTA) grants you a 7-day cooling-off period for certain digital services under specific conditions. Additionally, the Consumer Protection Act (CPA) requires companies to honour cancellation requests in good faith and to cease charging you once your subscription ends. Stopee emphasises that you always have the right to cancel, and the company must stop billing you at the stated cancellation date without imposing exit fees or penalties (unless you have signed a fixed-term contract, which is rare for standard DStv subscriptions).

Multichoice pricing and current plans

DStv satellite plans (effective 1 april 2025)

Multichoice offers six main DStv tiers, each with different channel counts, sports coverage, and Showmax inclusions. The table below reflects the current pricing structure so you can assess the cost of staying versus the savings from cancellation.

Add-ons and showmax standalone pricing

Multichoice also sells optional bolt-ons such as premium movie channels, sports packages, and Showmax subscriptions separately. These add-ons renew alongside your main plan and will be deactivated when your primary subscription ends, unless you cancel them individually. When you decide to cancel with Stopee's guidance, you are cancelling your entire Multichoice account, which includes all active add-ons and bundles.

How to cancel multichoice: all available methods

Cancel via the MyDStv app or web portal

This is the quickest and most documented method, giving you an instant confirmation message and a clear record of your cancellation request. Most customers choose this route because it avoids phone queues and postal delays.

1. Open the MyDStv app on your smartphone or visit the MyDStv web portal on your computer (log in with your customer details).
2. Navigate to "My Account" or "Account Settings" in the main menu.
3. Look for the "Manage Subscription" or "Billing" section.
4. Select "Cancel Subscription" or a similar option (wording may vary slightly).
5. Follow the prompts to confirm your cancellation reason and proceed.
6. Take a screenshot or photograph of your cancellation confirmation screen for your records.

Pro tip: If you cannot find the cancellation button in the app, update to the latest version first. Some older versions hide the cancellation option in secondary menus.

Cancel via USSD on your mobile phone

USSD cancellation works even if you do not have internet access and requires only a few seconds. Dial the code below from the phone number associated with your Multichoice account.

1. Open the dialler on your mobile phone.
2. Dial *120*68584# and press the call button.
3. Follow the automated menu prompts to select "Cancel Subscription" or manage your subscription.
4. Confirm your cancellation when prompted and wait for a final confirmation SMS.
5. Save the SMS confirmation as proof of your request.

Warning: USSD codes can take several minutes to process. Do not disconnect your call or press any other keys while waiting for the system to respond.

Cancel by phone with multichoice customer service

Speaking to a human agent is useful if you have questions about your final bill, want to negotiate a retention offer, or need to cancel urgently. Multichoice customer service operates during business hours.

1. Call Multichoice customer service on 011 289 2222 during business hours (Monday to Friday).
2. Have your customer account number and ID number ready when you call.
3. Tell the agent clearly that you want to cancel your subscription (avoid vague language like "I'm thinking about it").
4. Ask the agent to confirm your cancellation date and final billing date in writing via email.
5. Request a reference number for your cancellation request and note it down immediately.

Pro tip: Call early in the day (before 10:00 AM) to avoid long hold times. Have pen and paper ready to record the agent's name, reference number, and confirmed cancellation date.

Cancel in person at a multichoice service centre

If you prefer face-to-face interaction or want to resolve billing disputes simultaneously, you can visit a Multichoice service centre. The Randburg location and the head office in Johannesburg both handle cancellation requests.

1. Locate the nearest Multichoice service centre (Randburg is the primary location for DStv cancellations in Johannesburg).
2. Bring your customer account number, proof of identity, and any recent billing statements.
3. Ask the service consultant to process your cancellation and provide a written receipt or confirmation letter.
4. Ensure the receipt includes the cancellation date, final billing date, and your customer reference number.
5. Keep this receipt for your records and as proof of cancellation if billing disputes arise later.

Cancel via postal mail

Postal cancellation is the slowest method but creates a documented paper trail. This approach suits customers who want legal proof of intent or who distrust digital confirmation screens.

1. Write a formal cancellation letter on plain paper, including your name, customer account number, and the date you want your subscription to end.
2. Keep the letter brief and clear: state your intention to cancel, your account number, and the date the letter was sent.
3. Photograph or photocopy the letter for your personal records.
4. Send the original letter via registered mail (with proof of delivery) to:
   • Multichoice, P.O. Box 1502, Randburg, 2125, South Africa
5. Alternatively, deliver the letter in person to the head office at 144 Bram Fischer Drive, Randburg, and ask for a receipt from reception.
6. File all postal receipts and proof-of-delivery documentation in a folder for at least 3 months after cancellation.

Warning: Postal cancellation takes 5 to 10 business days to process after Multichoice receives your letter. Your subscription will continue to run during this period, so send your letter well in advance if you have a specific cancellation date in mind. Stopee recommends using registered mail or in-person delivery to avoid letters going missing in standard post.

What happens after you cancel

Service access and billing timeline

Cancellation does not mean instant disconnection. Understanding the post-cancellation timeline helps you manage expectations and avoid billing surprises.

Your DStv service continues until the end of your current billing period. Multichoice does not offer pro-rata refunds for mid-period cancellations, so if you cancel on the 5th of the month, you retain access until the end of that month without a partial refund. Your debit order should cease on the date your subscription officially ends, though you must verify this with your bank to confirm the company has honoured your cancellation.

Pro tip: Monitor your bank statements for 2 to 3 billing cycles after cancellation. If Multichoice continues to charge you, contact your bank immediately to dispute the unauthorized transaction and provide proof of your cancellation request.

Account deactivation and access loss

Once your cancellation date arrives, your decoder box will display a "service not active" message or similar notification. You will no longer be able to log into the MyDStv app or access any DStv content. Any Showmax bundle included in your package will also be deactivated unless you have a separate standalone Showmax subscription (which you must cancel separately).

Bolt-on add-ons such as premium movie channels or sports packages cease on the same date as your main subscription. You do not need to cancel these separately unless you want them to stop before the cancellation date.

Refunds and your consumer rights

Standard multichoice refund policy

Multichoice does not offer pro-rata refunds when you cancel mid-billing-period. If you have paid for a full month, you retain access to that full month without a partial rebate, even if you cancel on day 2. This is Multichoice's standard commercial practice and is not unusual in the subscription industry.

However, the Consumer Protection Act and the ECTA create specific exceptions where you may be entitled to a refund or reversal of charges.

Your legal exceptions under south african law

The Electronic Communications and Transactions Act provides a 7-day cooling-off period for certain digital services. If you signed up for DStv or Showmax in the last 7 days and have changed your mind, you may be entitled to cancel and receive a full refund without penalty. This right applies only to new subscriptions, not to renewals or existing accounts.

The Consumer Protection Act also protects you against unauthorized or continued charges after cancellation. If Multichoice charges you after your cancellation date has passed, you have the right to demand a refund and to escalate a complaint to the National Consumer Commission (NCC) if the company refuses. Stopee advises keeping all proof of cancellation (screenshots, SMS confirmations, receipts, reference numbers) for exactly this reason.

What to do if you were charged after cancellation

If Multichoice deducts money from your account after your cancellation date:

1. Contact your bank immediately and report the unauthorized charge.
2. Provide your bank with proof of your cancellation request (screenshot, SMS, receipt, or email confirmation).
3. Ask your bank to reverse the charge and dispute the transaction.
4. Call Multichoice on 011 289 2222 and formally request a refund, citing the date of the erroneous charge.
5. If Multichoice refuses, lodge a formal complaint with the National Consumer Commission and provide your cancellation proof, billing statements, and bank dispute records.

The NCC investigates consumer complaints free of charge and can compel Multichoice to refund you if the company has acted in breach of the CPA. Stopee has helped many consumers recover erroneous charges through this escalation route.

Common mistakes that delay or complicate your cancellation

Miscommunication and lost confirmations

Cancelling a subscription feels like a simple transaction, but poor communication and missing documentation turn it into a months-long headache. The most common mistake is cancelling without keeping proof.

Many customers cancel via phone or app, receive a confirmation, and then delete the email or lose the screenshot. Later, when a surprise charge appears, they have no proof they ever requested cancellation. Multichoice customer service then claims no cancellation was on file, and the dispute becomes your word against the company's. Take a screenshot of every app cancellation confirmation, save every SMS, and photograph every receipt or letter of confirmation.

Another frequent error is assuming the app confirmation means your billing will stop. Some customers see a confirmation message but the debit order continues because the backend system has not synchronized. Always verify with your bank statement 3 to 5 days after your stated cancellation date that no charge has been deducted.

Forgetting to cancel add-ons and showmax separately

If you have signed up for Showmax as a standalone subscription (separate from a DStv bundle), cancelling your DStv alone does not cancel Showmax. You must cancel both services independently. Some customers realize only after three billing cycles that they are still paying for Showmax without realizing it.

Pro tip: If you subscribe to both DStv and Showmax, check your billing statement to see if they are bundled (one charge) or separate (two charges). If separate, you must cancel each one individually. Stopee recommends cancelling both on the same day to avoid confusion.

Sending cancellation mail without proof of delivery

Posting a cancellation letter is valid, but using standard post without registered mail tracking is risky. Your letter may never reach Multichoice, and you will have no proof you sent it. Always use registered mail with proof of delivery or hand-deliver the letter in person and request a dated receipt from reception.

Checklist before and after you cancel

Before you submit your cancellation

• Confirm your customer account number (on your bill or in the MyDStv app).
• Check the current date and decide your preferred cancellation date (same day or end of month).
• Review your last billing statement to confirm there are no outstanding balances you need to pay first.
• If you have an active bonus or trial period, check whether cancellation will end it immediately or at the end of the period.
• Note down the contact phone number (011 289 2222) and postal address for reference.

After you submit your cancellation

• Save or photograph your cancellation confirmation (app screenshot, SMS, email, or receipt).
• Record the date you submitted your cancellation request and the reference number if provided.
• Mark your calendar with the date your subscription is scheduled to end.
• Check your bank statements 3 to 5 days after the scheduled end date to confirm no charge was deducted.
• If a charge appears, gather all your cancellation proof and contact your bank immediately.
• Keep all proof of cancellation for at least 3 months (SMS, screenshots, receipts, reference numbers).

Reasons to keep or cancel multichoice

Why you might want to keep your subscription

DStv remains the primary satellite television platform in South Africa with exclusive sports coverage (especially soccer and rugby), breaking news channels, and popular international series. If you live in an area without reliable internet, satellite television may be your only broadband-free entertainment option. Premium tiers also bundle Showmax, adding streaming content without an extra subscription.

Why you might want to cancel

Rising monthly costs make DStv expensive for casual viewers. Internet-based alternatives (Netflix, Showmax standalone, Amazon Prime Video) offer greater flexibility and lower entry costs. If you consume most of your entertainment via streaming rather than linear TV, cancelling DStv and subscribing only to streaming services can save you R300 to R900 per month. Additionally, if you are relocating outside South Africa or temporarily reducing discretionary spending, cancellation removes a recurring obligation immediately.

Contact details and postal addresses

Multichoice customer service channels

• Phone: 011 289 2222 (business hours, Monday to Friday)
• USSD: *120*68584# (available 24/7 from any mobile phone)
• MyDStv app and web portal: Available 24/7 for cancellation requests

Physical addresses

• Head office (for in-person cancellation or inquiries): 144 Bram Fischer Drive, Randburg, 2125, South Africa
• Postal address (for cancellation by mail): Multichoice, P.O. Box 1502, Randburg, 2125, South Africa
• Service centre (Randburg): Available for in-person support, including cancellation requests

Pro tip: If you hand-deliver a cancellation letter to the head office reception, ask for a dated receipt and a name of the person who accepted it. This creates an unbreakable paper trail if a dispute arises later.

Final words: your next step

Cancelling Multichoice is straightforward when you know which method suits you best and what to expect afterward. Choose the digital route (MyDStv app or USSD) if you want speed and instant confirmation. Choose the phone option if you want to ask questions or negotiate a retention offer. Choose the postal route only if you want legal documentation and can wait 5 to 10 business days for processing.

Whatever method you select, gather proof of your cancellation immediately and monitor your bank statements for at least 3 billing cycles. Your consumer rights in South Africa are strong: the CPA and ECTA protect you against unauthorized charges and unfair contract terms. If Multichoice refuses to honour your cancellation or continues to charge you, escalate to the National Consumer Commission with your proof of cancellation.

Stopee has helped thousands of South African consumers cancel Multichoice cleanly and without dispute. Our step-by-step guidance removes confusion and protects your wallet. Use this guide, follow the checklist, and take action with confidence. Stopee is here to ensure you stay in control of your subscriptions and your money.