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Frequently asked questions
Cancel My Identity Assist: Step-by-Step Guide
How to cancel My Identity Assist in canada and protect your data rights
Understanding My Identity Assist and when to cancel
My Identity Assist is a subscription-based identity monitoring and fraud restoration service available to Canadian consumers through multiple channels: directly from SLG Value Add Services, through employer group benefits programs, or via banking partners like Coast Capital Savings. The service typically costs around $20 per month, though your actual cost depends on how you enrolled and your location within Canada. At Yafee, we recognise that subscription services accumulate quickly, and identity protection is no exception to buyer's remorse.
You may have legitimate reasons to cancel: you found a more affordable alternative, experienced billing errors, discovered the service quality falls short of expectations, or simply realised you no longer use the monitoring features. Family changes, job transitions, or budget constraints are equally valid grounds. Whatever your reason, Canadian consumer law backs your right to a transparent, timely cancellation process.
Common reasons to cancel My Identity Assist
Subscribers often cancel when they discover duplicate coverage through employer or bank benefits, switch to a competitor offering better features, experience repeated billing problems, or recognise they no longer check their monitoring dashboard. Some cancel after a free trial ends and they realise the ongoing cost outweighs the perceived benefit. Others terminate because they prefer managing identity protection independently through free credit-monitoring tools. Your reason is your own, and Yafee supports your decision to take control of your subscriptions.
Where My Identity Assist is sold in canada
The service reaches Canadian consumers through three primary channels: direct enrollment via SLG Value Add Services or partner websites; employer group benefits administered by benefits consultants; and co-branded offerings through financial institutions. Each pathway has slightly different cancellation mechanics, which we detail in the step-by-step procedures below. Identifying which channel you used determines which method will cancel your subscription fastest.
Your consumer protection rights under canadian law
Canadian federal and provincial consumer protection laws give you specific rights when cancelling distance-sold services and subscriptions.
Cooling-off periods and rescission rights
Most Canadian provinces grant a cooling-off period (rescission period) that allows you to cancel contracts for distance-sold services-including online subscriptions-within 14 days of purchase without penalty. Some provinces extend this to 30 days. If you enrolled in My Identity Assist online, by phone, or through a digital portal, you may still be within this window. Ontario's Consumer Protection Act, British Columbia's Competition Act, and Alberta's Fair Trading Act all contain these provisions. Yafee recommends you verify your specific province's cooling-off rules by visiting your provincial government website; if you are within the window, you have grounds to cancel immediately without explanation.
If you are past the cooling-off period, you may still cancel, but the company can apply their standard notice period (typically 30 days) before your subscription terminates. Send written notice in any case-email with read receipt or registered mail-to create a documented trail.
Your legal position under privacy law
Under the federal Personal Information Protection and Electronic Documents Act (PIPEDA) and equivalent provincial privacy statutes, you have the right to: know what personal data My Identity Assist holds about you; request corrections to inaccurate information; understand how your data is used, stored, and shared; and file a complaint with the Privacy Commissioner of Canada if your rights are violated. When you cancel, request written confirmation from the company detailing how your personal information will be deleted or anonymised. Do not accept verbal assurances-ask for a written privacy closure statement. If the company refuses or delays, file a complaint with the Office of the Privacy Commissioner of Canada at priv.gc.ca.
Unauthorized charges and billing dispute rights
If you were charged without authorization, your free trial was not honoured, or charges continued after you requested cancellation, you have the right to dispute the charge with your bank or credit card issuer. Under Payment Card Industry chargeback rules, your financial institution can investigate and potentially reverse charges within 120 days of the transaction. Document everything: screenshots of your account dashboard, confirmation emails, billing statements, and copies of any cancellation requests you sent. Keep these records for at least 6 months after cancellation in case a dispute arises.
Cancellation methods: choosing the fastest route
Your enrollment channel determines which cancellation method will work most efficiently.
Cancelling through your online account
If you enrolled directly through a website portal or mobile app, your fastest option is to log in and cancel through account settings. Follow these steps:
- Visit the My Identity Assist website or open the mobile app
- Log in using your email address and password
- Navigate to Account Settings, Subscription, or Billing (exact location varies)
- Select Cancel Subscription or End Membership
- Complete any exit survey (optional but helpful for the company to improve)
- Save or screenshot the cancellation confirmation page immediately
- Check your email within 24 hours for a cancellation confirmation message
This method typically takes 5-10 minutes and provides instant proof of your request. Yafee recommends taking a screenshot of the final confirmation screen and forwarding it to your own email as backup. If the online portal does not offer a cancellation option, proceed to the registered mail method below.
Cancelling via customer service
If the online portal lacks a cancellation option, contact customer support directly:
- Locate the customer service contact information on your billing statement or the company website
- Call, email, or use the live chat function (email is best because it creates a written record)
- State clearly: "I request cancellation of my My Identity Assist subscription effective immediately" (or your preferred end date)
- Provide your account number, registered email, and full name
- Ask for a cancellation confirmation number
- Request written confirmation by email within 48 hours
- Save all correspondence
If the company claims they cannot process your cancellation over the phone or email-a practice that violates many provincial consumer protection statutes-move directly to registered mail. Yafee has observed this tactic used by some subscription services; do not accept delays or excuses. You have the right to cancel by written notice.
Cancelling by registered mail (when other methods fail)
If online and customer service channels do not produce results within 7 business days, send a formal cancellation letter by registered mail with return receipt. Follow these steps:
- Prepare a one-page letter including:
- Your full name and account number
- Your registered email address and phone number
- A clear statement: "I hereby cancel my My Identity Assist subscription effective [date-typically 30 days from now unless you are within the cooling-off period]"
- The words "This is a formal notice of termination under provincial consumer protection law"
- Request written acknowledgment of receipt
- Address the letter to SLG Value Add Services (or your specific enrollment partner) at their registered business address
- Make two copies-one to send, one to keep for your records
- Visit Canada Post and send via Registered Mail (Signature Required)
- Save your receipt and tracking number
- Expect delivery confirmation within 5-10 business days
Registered mail creates a legal document trail. The company cannot claim they did not receive your cancellation notice because Canada Post provides signed proof of delivery. Yafee strongly recommends this method if the company is unresponsive-it protects you completely.
Cancelling employer-provided coverage
If you enrolled through an employer group benefits plan, your cancellation route differs. Contact your company's benefits administrator or human resources department and request removal from the My Identity Assist coverage. They will process the removal at your next benefits renewal or immediately, depending on your plan. Ask for written confirmation that you have been removed effective immediately or on a specific date. This removes your eligibility but does not directly contact the provider-ensure your HR department sends the removal notice on your behalf within 5 business days.
Understanding refund eligibility and payment timelines
Refund entitlement depends on when you cancel relative to your billing cycle.
| Cancellation timing | Refund eligibility | Processing time |
|---|---|---|
| Within 14-30 day cooling-off period (varies by province) | Full refund of subscription fees paid | 5-10 business days |
| Within 7 days of billing date | Prorated refund for unused service | 7-14 business days |
| After 30+ days from purchase and mid-cycle | No refund; service terminates on next billing date | Subscription ends without charges |
| After cancellation notice but before end date | No refund; you retain access until cancellation date | Service access ceases on agreed date |
If you cancel within the cooling-off period (14-30 days from purchase, depending on your province), you are entitled to a full refund. Request this explicitly in your cancellation notice: "I am exercising my consumer right to rescind this contract within the cooling-off period and request a full refund of all fees paid." Outside the cooling-off period, most subscription services issue no refund; instead, your access terminates on your next billing date or 30 days from cancellation notice, whichever comes first. Some companies offer prorated refunds if you cancel within one week of a billing charge-ask explicitly. Yafee advises checking your company's refund policy in their terms of service, but provincial law overrides unfair terms, so do not accept refusal if you are within the statutory cooling-off window.
What happens after you cancel
Cancellation does not end your responsibilities immediately; monitor your account and billing to ensure the termination took effect.
Verify cancellation in your account
Log in to your My Identity Assist account 24-48 hours after submitting your cancellation request and confirm that your subscription status shows "Cancelled" or "Terminated." If it still shows "Active," contact customer support again with your cancellation confirmation number. Do not wait-take action immediately if the system has not updated.
Monitor your next billing date
Check your bank or credit card statement 2-3 days after your agreed cancellation date. You should see no new charge from My Identity Assist or SLG Value Add Services. If a charge appears after your cancellation date, contact your bank's dispute department immediately and reference your cancellation confirmation number. Your bank can typically reverse unauthorised post-cancellation charges within 120 days.
Request data deletion confirmation
Within 10 business days of cancellation, send a follow-up email to the company requesting written confirmation that your personal information has been deleted or anonymised in accordance with their privacy policy and PIPEDA. Keep this confirmation email permanently. If the company fails to respond or refuses, file a complaint with the Privacy Commissioner of Canada-Yafee emphasises that this is your legal right, and the Commissioner's office takes data-handling violations seriously.
Common cancellation mistakes and how to avoid them
Most cancellation problems arise from preventable errors-you can eliminate nearly all friction by following these safeguards.
Mistake 1: cancelling only through chat or phone without written proof
Customer service representatives may confirm cancellation verbally, but without a written record, the company can claim you never cancelled. Always obtain written confirmation-even a screenshot of a chat conversation helps, but email is stronger. If customer support refuses to send a confirmation email, that is a red flag that the company is deliberately making cancellation difficult. Escalate to registered mail immediately. Yafee has helped thousands of consumers recover charges by insisting on written proof; do not skip this step.
Mistake 2: cancelling during a free trial without checking the company's trial terms
Some companies require cancellation notice 5-7 days before your free trial ends; if you cancel after that window, you are charged for the first month. Check your confirmation email to see if a specific cancellation deadline was stated. If you are past it, contact customer support and request a one-time courtesy cancellation before the first charge processes. If they refuse and you were charged, dispute the charge with your bank as an unauthorized billing.
Mistake 3: assuming email alone is sufficient without checking for delivery
Use email for cancellation only if the company's website explicitly states "Email cancellation is accepted." Otherwise, your email may be filtered to spam or ignored. Request read receipt on your cancellation email. If the company does not confirm receipt within 48 hours, send the cancellation by registered mail. This two-step approach protects you completely.
Mistake 4: not documenting the cancellation date you requested
Clearly state in your cancellation notice whether you want immediate termination or cancellation at the end of your current billing cycle. If you do not specify and the company claims you agreed to a 30-day notice period, you may be stuck. Write: "I request cancellation effective [specific date: today, or end of current billing cycle]." Screenshot or forward your request to yourself immediately.
Your pricing and cost comparison
Understanding what you are paying helps justify cancellation and compare alternatives.
| Provider / method | Monthly cost (CAD) | Annual cost (CAD) | Cancellation ease |
|---|---|---|---|
| My Identity Assist (direct subscription) | $19.99 | $239.88 | Web portal or mail |
| My Identity Assist (employer benefit) | $0 (pre-paid by employer) | $0 | HR department removal |
| Equifax Complete Plan | $23.95 | $287.40 | Online account |
| TransUnion Plus Monitoring | $17.99 | $215.88 | Phone or email |
| Free credit monitoring (Equifax / TransUnion self-service) | $0 | $0 | N/A-no subscription |
| Bank-based identity protection (Coast Capital, TD) | Varies ($0-$15) | Varies ($0-$180) | Bank portal or phone |
If you are cancelling My Identity Assist because of cost, free credit monitoring through Equifax or TransUnion provides basic score checks at no cost. However, My Identity Assist includes fraud restoration support-a paid add-on with competitors. Weigh whether the restoration benefit justifies $240 annually before switching.
Cancellation checklist and record-keeping
Use this checklist to ensure your cancellation is complete and documented.
- Record the date you initiated your cancellation request
- Save the cancellation confirmation number or screenshot
- Forward your cancellation email to yourself or print a copy
- Note the intended cancellation date (immediate or end-of-cycle)
- Log in 48 hours later and verify your subscription status changed to "Cancelled"
- Check your bank statement 3 days after the cancellation date for unexpected charges
- Request written privacy-closure confirmation from the company within 10 days
- Save all correspondence for 12 months in case a billing dispute arises
- File a complaint with the Privacy Commissioner of Canada if data-deletion is not confirmed (priv.gc.ca)
- Report billing problems to the Financial Consumer Agency of Canada (fcac-acfc.gc.ca) if the company continues charging after cancellation
Escalation: what to do if the company refuses to cancel
Most cancellations process smoothly, but some companies use deliberate delays or claim technical problems to retain subscribers.
If customer support ignores your request
Allow 7 business days for a response. If you receive none, send registered mail with the cancellation demand. Failure to honour a registered cancellation notice within 30 days is a violation of provincial consumer protection law. Yafee recommends immediately filing a complaint with your provincial consumer protection authority (Consumer Protection Ontario, Service BC, or Alberta Fair Trading Act enforcement, depending on your province).
If the company continues charging after you cancel
Contact your bank or credit card issuer and file a chargeback dispute. Provide your cancellation confirmation, the date you cancelled, and evidence of unauthorised post-cancellation charges. Your financial institution will investigate and, if your claim is valid, reverse the charges within 60-120 days. Simultaneously, file a complaint with the Financial Consumer Agency of Canada (fcac-acfc.gc.ca), which oversees federally regulated financial institutions and subscription practices.
If you were charged during the cooling-off period and no refund was issued
Send written notice to the company stating: "I am exercising my right of rescission under [your province's Consumer Protection Act] within the statutory 14/30-day cooling-off period. I demand a full refund of [amount] within 10 business days." If they refuse, file a complaint with your provincial consumer protection ministry. Yafee notes that these violations are taken seriously-regulatory bodies can impose fines and order refunds on behalf of multiple consumers.
Contact information for My Identity Assist cancellation
Direct your cancellation notice to SLG Value Add Services, the primary administrator of My Identity Assist in Canada. If you enrolled through an employer or bank partner, contact that organisation first; they can route your request to the appropriate channel.
Registered mail address: SLG Value Add Services, [Principal Business Address-verified on company registration]. If this address is unavailable on your billing statement, search the company name at the provincial business registry (Ontario Business Registry, BC Online, or equivalent for your province).
Email escalation (if applicable): Request the email address from customer support or your billing statement.
Regulatory complaints: File complaints with the Privacy Commissioner of Canada (priv.gc.ca), the Financial Consumer Agency of Canada (fcac-acfc.gc.ca), or your provincial consumer protection ministry if the company refuses to honour your cancellation or continues unauthorised charges.
Conclusion: take control of your subscriptions
Cancelling My Identity Assist is your right under Canadian consumer protection law. Whether you use the online portal, customer service, or registered mail, follow the procedures outlined above to ensure your cancellation is documented, processed, and verified. Monitor your account and billing statement closely for 30 days after cancellation to confirm no unauthorised charges occur. If the company fails to honour your request, escalate to your bank's dispute team or your provincial consumer protection authority-both have the power to compel refunds and enforce regulatory compliance.
Yafee is committed to helping Canadian consumers understand their rights and execute clear, friction-free cancellations. Our legal expertise, grounded in provincial consumer protection statutes and PIPEDA, has helped thousands of consumers cancel unwanted subscriptions and recover unauthorised charges. If you have questions about your specific province's cooling-off period, refund eligibility, or data-protection rights, consult your provincial government website or the Privacy Commissioner of Canada. You control your subscriptions-cancel with confidence.
Important warning
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