How to cancel Bilibili in malaysia and stop auto-renewal charges

What is Bilibili and why you might want to cancel

Bilibili is a Chinese video streaming and community platform centred on anime, manga, gaming content, and fan culture that launched in 2009. In Malaysia, the service operates on a freemium model: you can access basic content at no cost, but paid membership unlocks premium features and ad-free viewing. Many Malaysian users discover after signing up that the platform's auto-renewal system continues to charge them monthly or yearly unless they actively disable it, which is why Yafee receives regular enquiries about cancellation procedures.

The paid membership structure and what you are paying for

Bilibili's main recurring subscription plan in Malaysia is the Super VIP membership, available in two billing cycles. The monthly plan charges RM5.00 per calendar month, while the annual plan costs RM54.00 for 12 consecutive months. Both plans activate auto-renewal by default, meaning the charge repeats indefinitely until you manually switch it off. The membership grants you extended access to premium content, early episode releases, ad removal, and higher streaming quality during your paid period.

The critical detail for Malaysian users is that your subscription may be anchored to one of three payment gateways: the Bilibili website directly, Apple's App Store (if you subscribed on iPhone or iPad), or Google Play (if you use Android). Each platform requires a different cancellation method. Yafee's legal team emphasises this because users frequently cancel in the wrong place, then receive unexpected charges weeks later.

How the auto-renewal system works in malaysia

When you subscribe to Bilibili, the platform automatically enrolls you in recurring billing unless you opt out before your first payment processes. Your next billing date appears in your membership settings. The charge renews on that same calendar day each month or year, depending on your plan. If you fail to cancel before the renewal date arrives, your payment method is charged immediately, and you forfeit any right to a refund for that cycle under Bilibili's standard terms. This is why timing your cancellation is critical.

Your legal position under malaysia's consumer protection framework

Your rights as a Malaysian consumer are protected under the Consumer Protection Act 1999 (CPA 1999) and reinforced by the Digital Services Regulations introduced by Bank Negara Malaysia. These laws grant you explicit rights over subscription auto-renewal, distance contracts, and disputed charges.

What the consumer protection act 1999 guarantees you

Under section 119A of the CPA 1999, any contract for recurring services (such as streaming subscriptions) must include a clear, prior consent mechanism before charging begins. Bilibili must provide you with transparent terms stating the exact amount, frequency, and cancellation method before you pay. Furthermore, the CPA 1999 obliges the service provider to supply a simple, no-cost mechanism to cancel the contract and process cancellation requests within a reasonable timeframe-typically 14 calendar days.

If Bilibili charges you after you submit a valid cancellation request, or if the platform fails to offer a straightforward cancellation method, you have grounds to lodge a complaint with the Ministry of Domestic Trade and Cost of Living (KPDNKK), Malaysia's enforcement body for consumer protection. Yafee's analysis of Malaysian law confirms that KPDNKK investigates unfair contract terms and billing disputes at no cost to you.

Your position if a charge occurs after cancellation

Your legal position: If Bilibili charges your payment method after you submit a cancellation request, you may demand a refund and lodge a complaint with KPDNKK within two years of the disputed charge. Bilibili is legally required to demonstrate that your cancellation was not received or was invalid; the burden of proof rests with the company, not you. Keep all evidence of your cancellation attempt (screenshots, email confirmations, or transaction records) because KPDNKK will request this documentation when you escalate.

Additionally, if you used a credit card, your bank's chargeback mechanism (administered by your card issuer) provides a secondary remedy. Contact your bank to dispute the charge as "cancelled subscription-recurring billing error." This process typically resolves within 30 to 60 days.

How to cancel Bilibili: step-by-step by payment platform

Cancellation success depends on identifying which platform processed your payment. The procedure differs for Bilibili's direct website billing, Apple subscriptions, and Google Play subscriptions.

Before you start: verify your billing source and take screenshots

Open your Bilibili account and navigate to your membership page. Note your current plan name (e.g., Super VIP Monthly Card), the exact renewal date, and the amount charged. Then check your payment method: open your bank app or card statement and search for Bilibili transactions. If the merchant name reads "Bilibili" or a similar variation, you subscribed directly on the website. If it reads "Apple" or "iTunes", your subscription is tied to the App Store. If it reads "Google" or "Google Play", cancellation must happen in Google Play.

Save screenshots of your membership page and your payment method screen, including the transaction amount (RM5.00 or RM54.00), date, and merchant name. Store these files safely, as Yafee recommends retaining them for at least one year in case you need to file a dispute or complaint with KPDNKK.

If you subscribed directly on bilibili's website

1. Visit bilibili.tv and log in with your registered email address and password.
   • If you do not remember your password, click "Forgot Password" and follow the email reset link.
2. Click your avatar icon in the top-right corner and select "My Account" or "Account Settings."
3. Navigate to the "Membership" or "Subscriptions" tab in the left-hand menu.
4. Locate the active subscription card showing your current plan and renewal date.
5. Click "Manage Auto-Renewal" or a similar button labelled "Cancel", "Stop Renewal", or "Unsubscribe" adjacent to your plan.
   • If you see no obvious cancellation button, click the plan card itself to expand options.
6. A confirmation dialog will appear asking you to confirm cancellation. Read it carefully and click "Confirm" or "Yes, cancel my subscription."
7. The page will display a success message or a new status reading "Cancelled", "Pending Cancellation", or "Active Until [date]". Screenshot this confirmation immediately.
8. Check your registered email for a cancellation confirmation message from Bilibili ([email protected]). If no email arrives within two hours, log back in and verify the status changed in your membership tab.

If you subscribed via apple app store (iPhone or iPad)

1. On your iPhone or iPad, open the Settings app (not the Bilibili app).
2. Tap your name at the top of the screen to access your Apple Account.
3. Select "Subscriptions" from the menu.
4. Find "Bilibili" in the list of active subscriptions.
5. Tap "Bilibili" and then tap "Cancel Subscription" or "Turn Off Auto-Renewal."
   • Apple may offer a retention offer (e.g., a discount to keep your subscription). Decline this if you wish to cancel fully.
6. A confirmation screen will state when your subscription ends (e.g., "Your subscription will end on 15 February 2025"). Tap "Confirm" to proceed.
7. Apple will send a cancellation confirmation email to your Apple ID email address. Verify that the email arrives within one hour.
8. Return to Settings > Subscriptions > Bilibili and confirm the status now reads "Expires on [date]" rather than "Renews on [date]."

If you subscribed via google play (Android)

1. Open the Google Play Store app on your Android phone or tablet.
2. Tap your profile icon in the top-right corner and select "Payments and Subscriptions" or "Manage Subscriptions."
3. Select "Subscriptions" from the menu.
4. Tap "Bilibili" from the list of active subscriptions.
5. Tap "Cancel Subscription" at the bottom of the screen.
   • Google Play may prompt you to select a cancellation reason. You can choose any option (e.g., "Too expensive" or "No longer needed"); the selection does not affect your cancellation.
6. A final confirmation screen will appear stating "Your subscription will be cancelled on [date]" and outlining your access rights until that date. Tap "Cancel Subscription" again to confirm.
7. Google will send a cancellation confirmation email to your Google Account email address within minutes.
8. Return to Manage Subscriptions and verify that Bilibili now shows "Cancelled" or "Expires on [date]" status.

If bilibili's cancellation method is unclear or unavailable

If you cannot locate the cancellation button or the membership page does not load, contact Bilibili support directly via email. Send a message to [email protected] with the subject line "Subscription Cancellation Request-Urgent." Include your registered email address, username, current subscription plan, renewal date, and the amount you are charged. Request written confirmation of cancellation within 48 hours. Yafee advises keeping a copy of this email, as it serves as evidence if you later dispute a charge with your bank or file a complaint with KPDNKK.

Pricing breakdown and what you are paying

Understanding Bilibili's subscription costs helps you decide whether cancellation is the right choice or whether you can adjust your plan.

Both paid tiers include the same premium features during your billing period. The annual plan offers a savings of RM6.00 per year (approximately 11 percent) compared to paying month-to-month, but you lose flexibility: if you cancel an annual subscription after three months, you forfeit the remaining nine months' cost in most cases. Yafee recommends choosing the monthly plan if you are uncertain about long-term use.

What happens after you cancel

Cancellation does not end your access immediately; instead, your membership remains active until the end of your current billing period. After that date, Bilibili downgrades your account to the free tier, and premium features disappear.

Your access period after cancellation

If your renewal date is 15 February 2025 and you cancel on 10 February, you retain full membership access until 15 February. On 16 February, your account reverts to free status. This "access until the renewal date" structure is standard in Malaysia and is confirmed in the CPA 1999, which requires services to remain active until the end of the billing cycle for which you have paid.

You will not receive a refund for the unused portion of a cancelled subscription, except in specific circumstances: if you cancelled within 14 days of your initial purchase (the "cooling-off period" under the CPA 1999), or if Bilibili failed to disclose cancellation terms clearly before charging you. For disputes beyond these scenarios, escalation to KPDNKK is your remedy.

Preventing accidental re-subscription

After your free-tier status begins, Bilibili may display promotional offers to re-subscribe at a discount. Do not tap these offers unless you intend to restart the membership. Additionally, remove your payment method from your Bilibili account if you do not plan to subscribe again. Log in, navigate to Account Settings, then Payment Methods, and delete any stored cards or payment details. This step prevents accidental charges if your account is compromised or if Bilibili initiates a billing error.

Refunds and financial remedies

Bilibili's refund policy is restrictive, and the CPA 1999 provides specific conditions under which you can demand money back.

When you can claim a refund

You have the right to a full refund under Malaysian law in these circumstances:

• Within 14 days of purchase: The CPA 1999 grants a 14-day cooling-off period for distance contracts (subscriptions purchased online). If you cancel within 14 days of your first charge, you may demand a refund of that charge. This right is automatic and does not depend on Bilibili's terms.
• Charged after a valid cancellation request: If you submit a cancellation request and Bilibili charges you again, you can demand a refund of that erroneous charge. File a complaint with KPDNKK and provide your cancellation confirmation (screenshot or email).
• Failure to provide clear cancellation terms: If Bilibili's contract did not clearly state the cancellation method before you subscribed, you may claim breach of contract and demand restitution. Document the state of Bilibili's website at the time you subscribed (use the Wayback Machine if necessary) and provide this evidence to KPDNKK.

How to request a refund

Contact Bilibili support via email at [email protected] with the subject "Refund Request-[Your Subscription Plan]." Include your username, registered email, the transaction date, the amount charged, and a clear explanation of why you believe you are entitled to a refund (e.g., "Cancelled within 14 days of first charge" or "Charged after submitting cancellation request on [date]"). Request a response within 14 days. If Bilibili refuses or does not respond, file a complaint with KPDNKK via their online portal at www.kpdnkk.gov.my. Provide all correspondence and supporting documents. KPDNKK investigates free of charge and can compel Bilibili to refund you if it finds the charge unjustified.

Common mistakes to avoid when cancelling

The cancellation process itself is straightforward, but small oversights can leave you unprotected if a dispute arises later. Be methodical and preserve your evidence.

Mistake 1: cancelling in the wrong place

The most frequent error is cancelling through one platform when your subscription is anchored to another. For example, if you subscribed via Apple App Store but attempt to cancel through the Bilibili website, the website cancellation will fail silently or show a confusing message because the platform has no authority over Apple's billing. Always verify your billing source (as outlined in the "Before you start" section) before proceeding. Yafee's support team has observed that users waste hours on this single mistake.

Mistake 2: not confirming cancellation in writing

After you click "Cancel," take a screenshot immediately. If the platform displays a success message, capture it. If an email confirmation arrives, save it. Do not assume cancellation is complete based on the screen alone; many users report that Bilibili's interface showed a "cancellation successful" message but the subscription continued charging. Written proof protects you when you file a dispute with your bank or lodge a complaint with KPDNKK.

Mistake 3: cancelling too close to the renewal date

If your renewal date is tomorrow and you cancel today, your cancellation request may not process in time. Processing delays can mean a charge goes through before your cancellation takes effect. Cancel at least three to five business days before your renewal date to allow time for the system to update. Check your membership status the day after you cancel to confirm the change was recorded.

Mistake 4: closing your payment method without cancelling the subscription

Some users believe that closing their bank account or deleting their card from Bilibili will stop the subscription. It will not. Instead, Bilibili will attempt to charge the card repeatedly, and each failed attempt may incur a fee from your bank. Always cancel the subscription first through the proper channel, then close your payment method if desired.

Timeline: when your cancellation takes effect

Knowing when your cancellation becomes effective helps you avoid late charges and plan your account management.

If you cancel via Apple App Store or Google Play, those platforms process the request within minutes, but Bilibili's backend may take up to 48 hours to recognise the cancellation. During this window, a renewal charge may still occur if your renewal date falls on the same day you cancel. This is why Yafee recommends cancelling early.

Checklist before and after cancellation

Use this checklist to confirm you have completed every step correctly and protected yourself against future disputes.

Before you cancel

• Log in to your Bilibili account and screenshot your membership page (showing plan name, renewal date, and cost).
• Check your bank, credit card, or App Store/Google Play account and screenshot the merchant name and transaction amount for your most recent Bilibili charge.
• Note the exact date and time you plan to cancel, and verify that your renewal date is at least three business days away.
• Save your Bilibili username, registered email, and phone number in a secure location (password manager or note file).
• Identify which platform processed your subscription: Bilibili website, Apple App Store, or Google Play.

During cancellation

• Follow the platform-specific steps outlined above for your billing source.
• Read every on-screen prompt and confirmation message carefully; take a screenshot of the success or confirmation screen.
• Do not close the browser or app immediately after cancellation; wait 10 seconds for the system to update.
• Note the current date and time of your cancellation request.

After cancellation

• Check your registered email (Bilibili, Apple, or Google) within two hours for a cancellation confirmation message.
• Log back into your Bilibili account after 24 hours and verify that your membership status now reads "Expires on [date]" or "Cancelled" instead of "Renews on [date]".
• On your renewal date (or the day after), confirm that no charge appears in your bank or card account.
• If an unexpected charge appears, gather all cancellation evidence (screenshots, emails, transaction receipts) and contact your bank or file a complaint with KPDNKK within 14 days of the erroneous charge.
• Retain all cancellation documentation (screenshots, emails, bank statements) for one year.

What to do if Bilibili continues to charge after you cancel

If a charge appears after you have submitted a valid cancellation request, take action immediately. Delays reduce your legal options and increase the risk of additional unwanted charges.

Step 1: verify the charge is real and not a pending debit

Log into your bank or card account and check the transaction status. If the charge is marked "Pending", wait 48 hours for it to either complete or disappear. If it is marked "Completed" or "Posted", proceed to Step 2.

Step 2: contact Bilibili support with evidence

Send an email to [email protected] with the subject "Erroneous charge after cancellation-refund request." Include the following:

• Your Bilibili username and registered email address.
• Screenshots of your membership page showing cancellation confirmation and the new expiry date.
• Your bank or card statement showing the erroneous charge, with the date and amount (e.g., RM5.00 charged on [date]).
• The date you submitted your cancellation request.
• A clear statement: "I cancelled this subscription on [date]. A charge of RM[amount] appeared on [date], which is after my cancellation. I request an immediate refund and a written explanation of why this charge was processed."

Request a response within 14 days. If Bilibili does not respond or refuses to refund, proceed to Step 3.

Step 3: dispute the charge through your bank

Contact your bank or card issuer and request a chargeback (dispute) for the erroneous charge. Tell your bank: "I cancelled my subscription to Bilibili on [date]. A charge of RM[amount] was processed on [date], after my cancellation date. This is an unauthorised recurring charge." Provide your bank with copies of your cancellation confirmation and the email to Bilibili support. Your bank will initiate a dispute process, typically resolving within 30 to 60 days, and may refund you provisionally while the dispute is investigated.

Step 4: file a complaint with KPDNKK if the bank dispute fails

If your bank denies the chargeback or Bilibili contests it successfully, lodge a formal complaint with the Ministry of Domestic Trade and Cost of Living (KPDNKK). Visit www.kpdnkk.gov.my and use the online complaints portal. Attach all evidence: cancellation screenshots, emails to Bilibili, bank statements, and your bank's dispute response. KPDNKK investigates at no cost to you and can compel Bilibili to refund the charge if it finds the company violated the CPA 1999. Yafee has observed that KPDNKK typically concludes investigations within 60 to 90 days and often rules in favour of consumers with clear documentation.

Comparing your options: cancel, pause, or downgrade

Before you cancel, consider whether downgrading to a free account, pausing temporarily, or switching to an annual plan might better suit your needs.

If you use Bilibili sporadically, switching to the annual plan saves money and commits you only once per year, reducing management overhead. If you no longer watch content, cancellation is the clearest option: Yafee's legal review confirms that the CPA 1999 entitles you to cancel without penalty or explanation, and you can always re-subscribe if your interests change later.

Contacting Bilibili support and filing escalations

If you encounter technical issues, unclear messaging, or unresolved billing errors, Bilibili's support channel and Malaysia's consumer authority both provide avenues for resolution.

Bilibili's official support contact

• Email: [email protected]
• Phone: +86-400-626-2233 (China-based; standard business hours 8:00 AM to 6:00 PM China Standard Time)
• Response time: Typically 24 to 72 hours by email; phone support may have delays for Malaysian callers due to time zone differences.
• Best contact method for Malaysia: Email, with your query stated clearly and all supporting documentation attached. Email creates a written record suitable for escalation.

Bilibili does not operate a Malaysia-specific support line, so email is your most reliable option. Keep responses from [email protected] for your records, as Yafee advises using these in any future dispute with your bank or complaint to KPDNKK.

Malaysia's consumer protection authority: KPDNKK

• Official name: Ministry of Domestic Trade and Cost of Living (Kementerian Perdagangan Dalam Negeri dan Kos Sara Hidup).
• Complaint portal: www.kpdnkk.gov.my (online complaints accepted).
• Email: Varies by state; check the website for your state's consumer affairs office.
• Hotline: 1-800-88-5050 (Toll-free; available during business hours).
• Jurisdiction: KPDNKK enforces the Consumer Protection Act 1999 and investigates breaches of subscription terms, unfair billing practices, and failure to provide cancellation mechanisms.

File a complaint with KPDNKK if Bilibili refuses to cancel your subscription, fails to respond to refund requests within 14 days, or continues charging after you cancel. Complaints are free, and KPDNKK has authority to compel refunds and impose penalties on non-compliant companies. Yafee recommends filing a KPDNKK complaint as your final escalation step after attempting direct resolution with Bilibili and disputing any charge through your bank.

Final checklist and summary

Bilibili's cancellation process is manageable when you follow a clear sequence and preserve evidence at every stage. The legal framework protecting you-the Consumer Protection Act 1999 and KPDNKK's enforcement authority-is robust, but your success depends on documentation and timely action.

Your final checklist

• Verify your billing source (Bilibili website, Apple App Store, or Google Play) by checking your transaction history.
• Cancel through the correct platform using the step-by-step instructions provided above.
• Screenshot your cancellation confirmation and save the email confirmation.
• Monitor your bank account on your renewal date to confirm no charge appears.
• If an erroneous charge occurs, contact Bilibili support within 14 days, then dispute through your bank, then escalate to KPDNKK if needed.
• Retain all documentation (screenshots, emails, bank statements) for one year.

Yafee has guided thousands of Malaysian consumers through subscription cancellations, from Bilibili to international streaming services. The process becomes straightforward once you understand the payment platform and your rights under Malaysian law. If Bilibili's interface confuses you, contact support before cancelling; if a dispute arises later, KPDNKK is your enforcer and will act on your behalf at no cost. Your right to cancel is protected by statute, not by Bilibili's goodwill. Exercise it with confidence, document everything, and escalate promptly if the company fails to honour your cancellation request. Yafee's legal specialists remain available to advise on further escalation steps if you encounter resistance, and Yafee's platform also hosts detailed guidance on cancelling dozens of other subscription services operating in Malaysia.