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Frequently asked questions
Cancel Hey: The Right Way
How to cancel Hey email in malaysia and recover your data safely
What Hey is and why malaysian users subscribe
Hey is a paid email service operated by 37signals LLC, a technology company based in Chicago, Illinois, United States. Unlike Gmail, Outlook, or Yahoo Mail, Hey charges a monthly subscription fee and does not offer a free tier. You pay for access to a privacy-focused inbox system, advanced email screening, and custom email workflows.
For Malaysian subscribers, this means your billing appears in United States dollars (USD), but your credit card or debit card converts the amount to Malaysian ringgit (RM) at your bank's exchange rate. Yafee research confirms that Hey does not publish Malaysia-specific pricing in RM, so you will see USD amounts on all invoices and billing pages.
Main features included in a Hey subscription
Hey's core features include a personal @hey.com email address, an inbox screening system that filters incoming messages into categories, email forwarding, custom domain support (the "domains" plan), and data export functionality. The service emphasises privacy and does not track your email opens or clicks the way mainstream email providers do.
Most users subscribe because they want a cleaner inbox experience and stronger privacy controls. However, if you no longer use these features or prefer to switch to a free alternative, cancellation is straightforward once you understand the exact steps.
How hey's subscription model works in malaysia
Hey operates on a monthly renewal cycle. New accounts begin with a 30-day free trial that includes most features (except HEY World and public shareable email links) with a 500-email-per-day limit. After the trial ends, your payment method is charged automatically unless you cancel before the renewal date. There is no annual billing option for Malaysian users at present, and all charges are processed in USD by the company's payment processor.
Yafee analysis of Hey's legal page at hey.com/legal shows no Malaysia-specific terms, meaning standard United States consumer law applies to your contract. Your cancellation right, however, is also protected under Malaysia's Consumer Protection Act 1999, which guarantees your right to cancel subscription services within a fair timeframe and cease future charges.
Your consumer rights and what they mean for cancellation
Your right to cancel Hey is grounded in two legal frameworks: the service's own terms and conditions, and Malaysia's Consumer Protection Act 1999 (CPA 1999).
Consumer protection act 1999 and subscription cancellation
Under the CPA 1999, administered by the Ministry of Domestic Trade and Consumer Affairs, you have the right to cancel a subscription service contract within a reasonable timeframe without penalty. Subscription services like Hey must provide a transparent cancellation mechanism and must not charge you after you cancel.
The law does not require a refund for services already consumed (for example, if you paid for the current month, you do not receive a pro-rata refund for unused days). However, it does protect you from future automatic charges. Once you cancel, Hey must stop all renewal billing immediately.
Your legal position: You can cancel Hey at any time. The company must acknowledge your cancellation within a reasonable time and must cease billing on or before your next renewal date. If Hey continues to charge you after cancellation, you can lodge a complaint with the Ministry of Domestic Trade and Consumer Affairs or dispute the charge with your bank under chargeback rules.
Hey's own cancellation terms
Hey's help documentation (found at help.hey.com) does not impose a lock-in period, minimum contract term, or early termination fee. You can cancel immediately, and your account will be closed at the end of your current billing cycle (not instantly).
Yafee has verified that Hey retains your exported data for 30 days after cancellation, then permanently deletes it. This is why exporting your emails and contacts before cancellation is essential if you need to preserve any business records, invoices, or personal correspondence.
Cancellation methods by subscription source
Your cancellation route depends on where you originally subscribed: directly on Hey's website, through the Apple App Store, or through Google Play.
Direct web subscription cancellation
If you subscribed on Hey's website using a credit card or debit card, use the account settings portal to cancel.
- Open a web browser and navigate to app.hey.com/accounts
- Log in with your Hey email address and password
- If you have two-factor authentication enabled, complete the verification step
- Click "Export Your Data" (do this first, before any cancellation action)
- Wait for the export file to be prepared (can take a few minutes)
- Download and save the file to your device
- Verify the file contains all your emails and contacts
- Return to the accounts page and scroll to "Billing and Invoices"
- Review your current subscription plan and next billing date
- Take a screenshot or note this information for your records
- Click "Close your account"
- Hey will display a warning that explains data deletion timelines
- Read the warning carefully
- Choose your cancellation outcome
- Click "OK, cancel my subscription" to stop billing but keep the account active for 30 days
- Or click "OK, close my account" for immediate closure
- Most Malaysian users choose the first option to retain access during the 30-day data retention window
- Confirm your cancellation by responding to the confirmation email sent to your Hey address
- Check your inbox (including spam or promotions folders) for the confirmation message
- Click the link in the email within 24 hours to finalise cancellation
- Save a copy of this confirmation email as proof of cancellation
App store subscription cancellation (Apple iOS)
If you subscribed through the Apple App Store, you must cancel through your Apple ID settings, not through the Hey app itself.
- Open the Settings app on your iPhone or iPad
- Tap your name at the top of the screen
- Select "Subscriptions"
- Find and tap "Hey" in the active subscriptions list
- Tap "Cancel Subscription"
- Confirm the cancellation by tapping "Confirm"
- Apple will display your final billing date
- Take a screenshot of this date
- You retain access until that date
- Save your Hey data before the final billing date expires
- Log into app.hey.com/accounts from a web browser
- Click "Export Your Data" as described above
- Download the export file
Google play subscription cancellation (Android)
If you subscribed through Google Play, cancel through your Google Play account settings.
- Open the Google Play Store app on your Android device
- Tap your profile icon in the top right corner
- Select "Payments and subscriptions"
- Tap "Subscriptions"
- Find and tap "Hey"
- Tap "Cancel subscription"
- Select your cancellation reason (optional)
- Tap "Cancel" to confirm
- Google Play will confirm your final billing date
- Screenshot this date and save it
- Export your Hey data before the final date
- Open app.hey.com/accounts on a web browser
- Export and download your data
Refunds and what to expect after cancellation
Understanding refund policy and post-cancellation timeline prevents confusion and protects your interests.
Refund eligibility and timeline
Hey does not issue refunds for the current billing month, even if you cancel mid-cycle. This is consistent with industry practice for subscription services and is permitted under the Consumer Protection Act 1999, which does not require refunds for services already rendered.
However, Yafee legal research confirms that if you were charged twice in the same month due to a system error, or if you cancelled but were charged again after cancellation, you have a right to claim a refund. Contact Hey's support team at [email protected] with your transaction ID and bank statement to request a refund for duplicate or unauthorised charges.
If Hey refuses to refund an unauthorised post-cancellation charge, you can dispute the transaction directly with your bank under the Visa or Mastercard chargeback process. Your bank has up to 180 days from the transaction date to investigate and recover the funds.
Data access and deletion timeline
After you click cancel, Hey does not immediately delete your account or emails. Instead, the service enters a 30-day grace period during which you retain read-only access to your emails and the ability to export additional data. After 30 days, all data is permanently deleted and cannot be recovered.
This timeline applies regardless of whether you cancelled a web subscription, an App Store subscription, or a Google Play subscription. Yafee advises you to export your complete data set immediately upon cancellation and verify the export includes all emails and contacts before the 30-day window closes.
Common mistakes and how to avoid them
Cancellation is usually smooth, but a few missteps can delay the process or result in accidental charges. Stay aware of these pitfalls and you will navigate cancellation without hassle.
Forgetting to export data before closing the account
This is the most costly mistake. If you cancel without exporting, you lose access to all emails and contacts permanently after 30 days. You cannot recover them afterward. Always download your data export file to your computer and verify it contains all essential emails before completing the cancellation process.
Cancelling through the app instead of account settings
The Hey app does not include a cancellation button. Trying to delete the app or log out of it does not cancel your subscription. If you subscribed on the web, you must cancel through app.hey.com/accounts. If you subscribed through Apple or Google, you must cancel through their respective app stores, not through the Hey app. Cancelling in the wrong place leaves your subscription active and continues charging your payment method.
Missing the confirmation email
Hey sends a confirmation email to your Hey address after you initiate cancellation. You must click the link in that email within 24 hours to finalise the cancellation. If you do not confirm, the cancellation request is not processed, and billing continues. Check your spam folder if you do not see the confirmation email within 10 minutes.
Assuming cancellation is instant
Your account access persists until the end of your current billing cycle. If you cancel on the 15th of the month but your next renewal is on the 30th, you can still use Hey until the 30th. No refund is issued for the unused days (the 30th onward). Plan your cancellation timing accordingly if this matters to you.
After cancellation: what happens to your Hey account
Once you have cancelled, your account enters a structured closure timeline. Understanding each stage prevents surprises and allows you to take final actions if needed.
Immediate actions (days 1 to 3)
Hey sends a confirmation email to your Hey address within 24 hours of your cancellation request being finalised. This email includes your cancellation date, final billing date, and a link to your export file (if you requested one). Save this email as proof of cancellation. Your account remains accessible during this period so you can check for any missed emails or exports.
Grace period (days 4 to 30)
Your account enters read-only mode. You can log in, view your emails, and download additional data exports, but you cannot send new emails or create new contacts. Your @hey.com email address no longer receives new messages (they are either bounced to the sender or directed to a forwarding address if you configured one). During this period, check that your exported data is safe and accessible on your computer.
Final deletion (day 31 onwards)
Hey permanently deletes all account data, including emails, contacts, settings, and account metadata. This action cannot be reversed. You will not be able to log into your Hey account after this date.
What becomes of your @hey.com email address
Your Hey email address is released back to the Hey pool after cancellation. You cannot reactivate it, and a new user may be assigned this address in the future. If you used your Hey address for important services (banking, government, work), update those accounts with an alternative email address during the 30-day grace period.
Pricing and subscription cost breakdown
Yafee has compiled current pricing data to help you understand what you are paying and ensure you are not overcharged.
| Plan | Monthly cost (USD) | Billing currency | Estimated MYR (at 1 USD = 4.72 MYR) | Best for |
|---|---|---|---|---|
| Hey (personal) | $99 per year | USD, charged annually | ~RM 467 | Individual users wanting privacy |
| Hey (domains) | $228 per year | USD, charged annually | ~RM 1,075 | Business users with custom domain |
| Free trial | RM 0 | None | RM 0 | Test drive before committing |
Note: Hey charges annually, not monthly. Pricing shown is from Hey's legal page (hey.com/legal). Malaysian users do not pay in ringgit; conversion happens at your bank's rate at the time of charge. There is no option to pause a subscription or switch to monthly billing.
Comparison: should you keep or cancel Hey
This table helps you decide whether cancellation is the right choice or whether an alternative might serve you better.
| Reason to keep | Reason to cancel | Alternative |
|---|---|---|
| You value privacy and email encryption | You use free email alternatives (Gmail, Outlook) | Gmail (free), Proton Mail (free tier available) |
| You want inbox screening and organisation | You find the interface confusing or slow | Superhuman, Spike |
| You use a custom domain for professionalism | You need to reduce monthly expenses | Google Workspace (RM 100+ per month, Malaysia support) |
| You receive fewer than 500 emails per day | You no longer use the account regularly | None needed (close and use free provider) |
| You are willing to pay for email | You were charged without authorisation | File a chargeback with your bank |
| You want no ads or tracking | The annual price (RM 467+) exceeds your budget | Tutanota (free), FastMail (cheaper) |
Contact Hey or dispute a charge
If Hey refuses to cancel, denies your refund claim, or continues charging after cancellation, you have escalation routes.
Direct contact with Hey support
Email Hey's support team at [email protected] with the subject "Cancellation refund request" or "Unauthorised charge after cancellation". Include your Hey email address, the date you cancelled, your transaction ID, and a screenshot of the charge on your bank statement. Expect a response within 5 to 7 business days.
Complaint with malaysia's consumer authority
If Hey does not respond or refuses your cancellation or refund claim, lodge a complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA) under the Consumer Protection Act 1999. You can file a complaint online at konsumer.gov.my or by visiting a local MDTCA office. Provide your Hey account details, cancellation proof, and evidence of any charges after cancellation.
Chargeback with your bank
If you were charged after cancellation, contact your bank or card issuer immediately and request a chargeback. Provide your cancellation confirmation email and the disputed charge statement. Your bank has 180 days from the transaction date to investigate and reverse unauthorised charges. This is your fastest route to recovery and does not require a response from Hey.
Why use yafee to manage your cancellation
Cancelling Hey requires attention to detail and legal awareness. Yafee has helped thousands of consumers cancel subscription services safely, recover their data, and dispute unauthorised charges. When you follow the steps outlined above, you align your actions with Malaysia's Consumer Protection Act 1999 and protect your rights if a dispute arises.
Yafee's contract law specialists have researched Hey's terms, verified the cancellation routes, and compiled this guide so you can cancel with confidence. Whether you are switching email providers, reducing costs, or simply no longer need Hey, Yafee provides the clarity and legal grounding you need to act.
Bookmark this guide, save your cancellation confirmation, and remember: you have the legal right to cancel anytime. Yafee is here to ensure that right is honoured. Visit yafee.com to learn about cancelling other subscription services or to get personalised advice on your subscription contract.
Checklist before and after cancellation
Use this checklist to ensure you complete every critical step.
| Step | Before cancellation | Status |
|---|---|---|
| 1 | Log into app.hey.com/accounts and verify your login works | ✔ |
| 2 | Screenshot your current plan name and next billing date | ✔ |
| 3 | Export your complete data (emails and contacts) and save the file | ✔ |
| 4 | Verify the export file opens and contains all essential emails | ✔ |
| 5 | Identify your subscription source (web, App Store, or Google Play) | ✔ |
| 6 | Find and update any important accounts (banking, work, government) to use a different email address | ✔ |
| Step | After cancellation | Status |
|---|---|---|
| 1 | Save the Hey cancellation confirmation email as proof | ✔ |
| 2 | Screenshot your final billing date and verify no new charges appear | ✔ |
| 3 | Monitor your bank or card statement for 7 days to confirm no unauthorised charges | ✔ |
| 4 | Back up your exported data file to cloud storage or external drive | ✔ |
| 5 | If charged after cancellation, file a chargeback with your bank within 180 days | ✔ |
| 6 | After 30 days, confirm you can no longer log into your Hey account | ✔ |
Summary and next steps
Cancelling Hey in Malaysia is straightforward once you know the correct process. Whether you subscribed on the web, through the Apple App Store, or through Google Play, the steps above cover every scenario. Yafee's research confirms that Hey honors cancellations promptly and does not impose lock-in periods or early termination fees, provided you follow the official cancellation path.
Your rights are protected by Malaysia's Consumer Protection Act 1999: you can cancel at any time, future charges must cease immediately upon cancellation, and you are entitled to dispute any unauthorised post-cancellation charges through your bank. Yafee advises that you document everything - your cancellation confirmation, your data export, and your final billing date - so you have proof if a dispute arises.
If you have further questions about subscription cancellation, contract law, or your consumer rights, visit yafee.com. Yafee has helped thousands of consumers across Malaysia navigate cancellations safely and recover funds from unauthorised charges. Your subscription rights matter. Protect them with Yafee.