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Frequently asked questions
Cancel Crashplan: The Right Way
How to cancel CrashPlan in malaysia and protect your backup data
What CrashPlan is and why malaysian users subscribe
CrashPlan is an automated cloud backup service that stores copies of your files online so you can recover them after device failure, theft, ransomware attack, or accidental deletion. The service operates on a recurring subscription model, and you pay a monthly or annual fee to keep your data protected and accessible across your devices.
For Malaysian users, CrashPlan functions like any standard software-as-a-service subscription. If you signed up directly through crashplan.com, your billing renews automatically each term unless you disable renewal in your account dashboard or cancel the subscription explicitly. CrashPlan's Terms of Service state that subscriptions continue "for consecutive terms at the then-current pricing" unless you take action to stop them.
The three pricing tiers in malaysia
CrashPlan offers three main plan levels, each designed for different backup needs and user types.
| Plan name | Monthly price (MYR) | Annual equivalent | Best for |
|---|---|---|---|
| Essential Edition | RM12.00 | RM144 per year | Personal device backup, lighter users |
| Professional Edition | RM32.00 | RM384 per year | Business users, multiple devices, admin features |
| Enterprise Edition | RM40.00 | RM480 per year | Large organisations, full admin controls, compliance tools |
What you are actually paying for
You do not pay CrashPlan for casual file sharing or temporary storage. You pay for continuous automated backup, encrypted cloud storage, admin controls for team management, and recovery options that suit business or heavy personal use. The service backs up your devices in the background and keeps multiple versions of your files so you can restore them whenever you need.
Common reasons Malaysian users cancel include slow upload speeds due to local internet constraints, support that is difficult to reach during Malaysia time zones (support hours often follow Central Standard Time), or simply deciding the backup strategy does not fit their workflow. If you are considering cancellation, Yafee recommends you export or restore any critical files before submitting your cancellation request, because data deletion happens automatically and is irreversible.
Your legal position and consumer rights in malaysia
Your right to cancel CrashPlan is protected under Malaysian consumer law. The Consumer Protection Act 1999 sets out your entitlements as a consumer entering a subscription contract.
Consumer protection act 1999 and your cancellation rights
Under the Consumer Protection Act 1999, you have the right to cancel a distance contract (any contract entered online or by phone) within 14 days of purchase, provided you have not yet used the service substantially. This is known as the cooling-off period. However, CrashPlan's Terms of Service state that subscriptions are non-refundable, including unused periods, which may limit your refund entitlement once the service has commenced.
The key distinction is timing. If you cancel within the first 14 days and have not downloaded or accessed backup files significantly, the Consumer Protection Act 1999 may entitle you to a full refund. If you cancel after the cooling-off period expires, CrashPlan's non-refund policy typically takes precedence, and you may lose the remainder of your subscription payment. Yafee advises you to check your order confirmation email to confirm your purchase date and whether you fall within the 14-day window.
Your legal position if CrashPlan refuses cancellation or keeps charging
If CrashPlan continues to charge your credit card or refuses to cancel after you have submitted a cancellation request, you have recourse under consumer protection law. The Federation of Malaysian Consumers Associations (FOMCA) and the Ministry of Domestic Trade and Consumer Affairs (MDTCA) are the official bodies that investigate complaints against service providers.
You can lodge a complaint if CrashPlan:
- Continues billing after you cancel and request a stop to payments.
- Refuses to process a cancellation request submitted through the official channels.
- Fails to honour a 14-day cooling-off refund you are entitled to claim.
- Does not respond to your cancellation request within a reasonable timeframe.
Yafee recommends you keep copies of all cancellation emails, payment receipts, and correspondence with CrashPlan support as evidence if you need to file a complaint with MDTCA or pursue a chargeback through your bank.
How to cancel CrashPlan without getting charged again
The cancellation process depends on where you originally purchased your subscription. You must follow the correct path for your purchase channel to ensure CrashPlan stops billing you at the next renewal date.
Check your purchase channel before cancelling
You must first confirm whether you subscribed directly through CrashPlan's website, via the Apple App Store, through Google Play, or through a reseller. Each channel has a different cancellation procedure, and using the wrong one may leave your subscription active.
- Direct website purchase: cancellation via your CrashPlan account dashboard.
- Apple App Store: cancellation via your iTunes/Apple ID settings.
- Google Play: cancellation via your Google Play account settings.
- Reseller or bundle deal: contact the reseller or platform directly.
Cancel through the CrashPlan web account (direct website purchase)
If you signed up directly on crashplan.com, this is your official cancellation route.
- Log in to your CrashPlan account at crashplan.com using your email and password.
- Navigate to your account settings or billing section (usually found in the top-right menu or under "Account").
- Locate the "Subscription" or "Billing" tab and select it.
- Find the option that reads "Cancel subscription" or "Manage renewal" and click it.
- CrashPlan will ask you to confirm the cancellation and may offer a discount or pause option. Select the full cancellation option if you want to exit completely.
- Verify on screen that your cancellation has been processed. You should receive a confirmation email within minutes to the address registered on your account.
- Save this confirmation email as evidence of your cancellation date.
Cancel via apple app store (iOS devices)
If you subscribed through Apple's App Store, you must cancel through your Apple ID settings, not through CrashPlan directly.
- Open the Apple App Store app on your iPhone or iPad.
- Tap your profile icon in the top-right corner.
- Select "Subscriptions" from the menu that appears.
- Find "CrashPlan" in your active subscriptions list and tap it.
- Tap "Cancel Subscription" at the bottom of the screen.
- Apple will display your cancellation date and confirm that your subscription will end on that date. Take a screenshot as proof.
- You will receive a confirmation email from Apple confirming the cancellation.
Cancel via google play (Android devices)
If you subscribed through Google Play, cancel through your Google Play account settings.
- Open the Google Play app on your Android device.
- Tap your profile icon in the top-right corner and select "Payments and subscriptions".
- Tap "Subscriptions" to view your active subscriptions.
- Find "CrashPlan" in the list and tap it.
- Tap "Cancel subscription" at the bottom of the screen.
- Google will ask you to confirm the cancellation. Confirm that you want to proceed.
- You will see a screen confirming the date your subscription ends. Take a screenshot for your records.
Contact CrashPlan support if the web cancellation fails
If you cannot locate the cancellation option in your dashboard or the online process does not work, contact CrashPlan support directly. Send an email to [email protected] with the subject line "Request to cancel subscription" and include your CrashPlan account email address and the date you wish the cancellation to take effect (ideally immediately or on your next renewal date).
Yafee recommends you keep a copy of this support email for your records. Request a written confirmation of your cancellation from the support team and ask them to confirm the exact date your access will end and billing will stop. Support response times may be delayed due to time zone differences, so follow up within 5 business days if you do not hear back.
Important actions to take before your access ends
Once you cancel, your countdown to data deletion begins. CrashPlan's Terms state that all backed-up data is permanently deleted within 90 days of subscription termination, and you will no longer have access to your files after the service ends.
Export or restore your data immediately
Before you cancel, download or restore all files you may need in the future. CrashPlan allows you to restore files through the web console or directly to your devices.
- Log in to your CrashPlan account and navigate to the "Restore" or "Files" section.
- Select the files or folders you want to keep and download them to your computer or external drive.
- Verify that all downloaded files are complete and readable before cancelling.
- For large backup sets, allow several hours for downloads to complete, especially on Malaysian internet speeds.
Document your cancellation confirmation
Save the following before you log out:
- A screenshot of your account dashboard showing the cancellation status.
- The cancellation confirmation email from CrashPlan or from your payment platform.
- Your final billing date and the date access will terminate.
- Your payment method details (last four digits of card) and the subscription amount for refund tracking.
Refunds and what to expect after cancellation
CrashPlan's refund policy is restrictive, and most cancellations result in no refund for the current or remaining subscription period.
Refund eligibility under CrashPlan's terms
CrashPlan explicitly states that all subscriptions are non-refundable, including unused periods. This means if you cancel on day 30 of a 30-day month, you forfeit the unused balance. However, this policy does not override consumer protection law in Malaysia, which may entitle you to a refund under specific circumstances.
| Situation | Refund entitlement | Action to take |
|---|---|---|
| Cancelled within 14 days of purchase (cooling-off) | Likely eligible for full refund | Request refund from CrashPlan immediately citing Consumer Protection Act 1999 |
| Cancelled after 14 days, within current billing month | No refund under CrashPlan policy | Cancellation is free but no reimbursement of current period |
| Annual subscription cancelled mid-term | No refund under CrashPlan policy; may dispute via chargeback | Contact CrashPlan to confirm no further charges; file chargeback if charged again |
| Service failure or unavailability | Potentially eligible for partial refund | Request refund from MDTCA if CrashPlan refuses to compensate |
| Billing error or duplicate charges | Full refund of erroneous charges | Contact CrashPlan support and request immediate reversal; file chargeback if needed |
How to request a refund
If you believe you are entitled to a refund, contact CrashPlan support in writing. Send an email to [email protected] with the subject "Refund request" and include:
- Your account email address and subscription start date.
- The reason for your refund request (e.g., cancellation within 14 days, service failure, billing error).
- A copy of your invoice and payment confirmation.
- Reference to the Consumer Protection Act 1999 if your request falls within the 14-day cooling-off period.
Yafee advises you to expect a response within 5-10 business days. If CrashPlan denies your refund, you can escalate the complaint to the Ministry of Domestic Trade and Consumer Affairs or file a chargeback dispute with your bank or credit card company.
Common mistakes that trap users in unwanted subscriptions
Many Malaysian users discover they have been charged repeatedly because they made an error during cancellation. Here are the pitfalls to avoid.
Mistake 1: cancelling through the wrong platform
The most common error is cancelling through CrashPlan's website when you originally subscribed via the App Store or Google Play, or vice versa. Cancelling in one location does not cancel in the other. If you subscribed via Apple, you must cancel via Apple; if you used Google Play, you must cancel via Google Play. Verify your original purchase channel by checking your email receipts before you start the cancellation process.
Mistake 2: mistaking "pause" for "cancel"
CrashPlan and many app stores offer a "pause subscription" option that temporarily suspends billing but leaves your subscription active. After the pause period expires (typically 3 months), billing resumes automatically. If you want to exit permanently, select "cancel", not "pause". Yafee has helped thousands of consumers avoid this trap by ensuring they select the full cancellation option, not a temporary freeze.
Mistake 3: not waiting for confirmation before closing your account
Do not close your email account or delete the CrashPlan app immediately after cancelling. Wait at least 3-5 business days to receive a written confirmation of your cancellation. If the confirmation does not arrive, log back in or check your dashboard to confirm the cancellation was processed. Premature account deletion can make it harder to prove you cancelled if a dispute arises.
Mistake 4: failing to restore data before the 90-day deletion window
After cancellation, CrashPlan deletes all your backed-up data within 90 days. If you procrastinate on file restoration and the 90-day window closes, your data is gone permanently and CrashPlan will not restore it. Export or restore all critical files within the first 30 days of cancellation to avoid losing irreplaceable data.
Mistake 5: not checking your credit card statements for 2-3 months
Occasionally, CrashPlan or payment platforms fail to process a cancellation correctly and continue charging your card. Most credit card companies will only reverse fraudulent charges if you report them within 120 days of the transaction. Monitor your statements for at least 3 months after cancellation and report any unauthorised charges to your bank immediately.
Checklist for a clean and final cancellation
Use this step-by-step checklist to ensure your cancellation is complete and you will not face unexpected charges.
- Confirm purchase channel: Check your original purchase receipt or email to identify whether you subscribed via CrashPlan website, Apple App Store, or Google Play.
- Note next billing date: Log into your account and record the exact date of your next renewal. Cancel on or before this date.
- Back up all files: Download or restore all critical files from CrashPlan to your computer or external drive before cancelling.
- Take account screenshots: Capture your current subscription details, billing amount, and renewal date as proof of your account status.
- Proceed with cancellation: Use the correct cancellation method for your purchase channel (website, App Store, or Google Play).
- Save confirmation: Keep the confirmation email or screen showing that your cancellation was processed and your cancellation date.
- Verify within 3 days: Log back into your account to confirm the subscription status now shows "cancelled" or "inactive".
- Monitor your credit card: Check your statement 5-7 days after your renewal date to ensure no charge was applied.
- Follow up with support: If you are still charged after cancellation, contact CrashPlan support with your cancellation confirmation and request an immediate refund.
- Escalate if necessary: If CrashPlan refuses to stop billing, file a complaint with MDTCA or dispute the charges with your bank.
How to compare CrashPlan with alternative backup services in malaysia
If you are cancelling because CrashPlan is not meeting your needs, you may want to compare it with other cloud backup options available to Malaysian users.
| Service name | Monthly price (approx.) | Key features | Best for |
|---|---|---|---|
| CrashPlan | RM12-40 | Unlimited storage, admin controls, multiple devices | Business backup, heavy users |
| Backblaze | RM9-15 | Unlimited storage, simple interface, 30-day free trial | Personal computer backup, simplicity |
| Google One | RM7.99-119.99 | Google Photos integration, device protection, family sharing | Android users, cloud storage and backup combo |
| Microsoft OneDrive | RM9-39.90 | Office 365 integration, 1TB-6TB tiers, version history | Microsoft ecosystem users, office document backup |
| Acronis True Image | RM10-25 | Full disk backup, ransomware protection, fast restore | Windows users, system-level backup security |
Address for formal complaints if CrashPlan refuses to cancel or refund
If CrashPlan continues to charge you after cancellation or refuses to process your refund request, you can file a formal complaint with Malaysia's consumer protection authority.
Ministry of domestic trade and consumer affairs (MDTCA)
Post: Jalan Duta, 50622 Kuala Lumpur, Malaysia
Email: [email protected]
Phone: 1-800-88-5151 (toll-free hotline)
Website: www.kpdnhep.gov.my
Federation of malaysian consumers associations (FOMCA)
Post: 23-2 Jalan SS22/23, Damansara Jaya, 47400 Petaling Jaya, Selangor, Malaysia
Phone: 03-7726 9887
Website: www.fomca.org.my
Include your CrashPlan account email, cancellation confirmation, proof of payment, and copies of all correspondence with CrashPlan when you submit your complaint.
Final summary: your path to a successful CrashPlan cancellation
Cancelling CrashPlan in Malaysia is straightforward if you follow the correct procedure for your purchase channel and act before your next billing date. You have legal rights under the Consumer Protection Act 1999, and Yafee is here to ensure you understand them. Remember that data deletion is permanent, so export your files before you cancel, and keep evidence of your cancellation for at least three months in case billing disputes arise.
If CrashPlan charges you after cancellation or refuses to honour a refund within the 14-day cooling-off period, do not accept it silently. File a chargeback with your bank or escalate to MDTCA. Yafee has helped thousands of consumers cancel unwanted subscriptions, recover erroneous charges, and reclaim their data by following these steps carefully and documenting every interaction. Your subscription belongs to you, and you have the right to stop it at any time without penalty or confusion.