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Frequently asked questions
Cancel Hum: The Right Way to Do It
How to cancel Hum in malaysia: your guide to stopping the verizon car subscription
What is Hum and why malaysian users struggle to cancel
Hum is a connected-car subscription service operated by Verizon that bundles hardware and monthly recurring charges. The service delivers vehicle diagnostics, emergency crash response, location tracking, and roadside assistance features. Many Malaysian users sign up believing they are purchasing a simple app, but Hum operates on a binding subscription model that requires formal cancellation through your account-deleting the mobile application alone will not stop your charges.
The core challenge for Malaysian consumers is that Hum is officially available only in the United States. This creates friction when you attempt to cancel: support response times are slower, billing inquiries may reference U.S. time zones, and no Malaysia-specific cancellation address or local help desk exists in the publicly available sources. Consequently, your cancellation request must navigate Verizon's U.S. infrastructure, which is why understanding the correct procedure at the outset matters.
The subscription structure and commitment period
Hum offers multiple subscription tiers, each with different commitment lengths and pricing. The two primary plans are Hum+ and Humx, both of which historically carried a two-year contractual term. In accordance with Hum's published terms, if you cancel before the commitment period ends, you face an Early Termination Fee starting at approximately USD 120 (RM 566.40), reduced by around USD 5 (RM 23.60) per completed month.
A critical exception exists: Hum permits cancellation within 30 days of account acceptance without penalty if you return any supplied equipment within the applicable return window. This window is your most cost-effective exit route. After 30 days, Early Termination Fees apply unless you qualify for a specific exemption (such as service failure in your region or a documented equipment defect).
Pricing overview for Hum subscriptions
| Plan | Monthly price (USD) | Monthly price (RM) | Core features |
|---|---|---|---|
| Hum+ | USD 9.99 | RM 47.15 | Diagnostics, crash response, location |
| Humx | USD 14.99 | RM 70.75 | All Hum+ features, plus in-car Wi-Fi hotspot and wireless speaker |
| Early Termination Fee | Starting USD 120 | Starting RM 566.40 | Reduced by USD 5 (RM 23.60) per month completed |
| 30-day return window | No charge | No charge | Available if equipment returned on time |
These rates are approximate and subject to change. Before cancelling, log into your Hum account to confirm your exact billing amount and renewal date, as promotional rates or bundled pricing may apply to your account.
Your legal position as a malaysian consumer
Malaysia's Consumer Protection Act 1999 grants you baseline rights when cancelling subscription services. This legislation establishes that traders (including Verizon and its subsidiaries) must provide clear cancellation terms at the point of purchase and must honour cancellation requests without unreasonable delay.
Under the Consumer Protection Act 1999, you have the right to cancel a distance contract (which includes online subscription services) within 10 calendar days of receipt of goods or acceptance of the service, provided the cancellation is submitted in writing. However, Hum's own terms permit a 30-day cancellation window without penalty, which exceeds the statutory minimum and is therefore more favourable to you. Consequently, you should prioritize Hum's 30-day window if you are within it.
Furthermore, if Hum has misrepresented service availability, compatibility, or billing transparency to Malaysian users, you may file a complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA), which enforces consumer protection law. The MDTCA has power to investigate unfair contract terms and misleading conduct. Yafee maintains a detailed resource on your statutory rights under the Consumer Protection Act 1999, which you can reference if Hum refuses to process your cancellation or disputes a refund.
What happens if Hum refuses to cancel
If Hum does not acknowledge your cancellation request within 10 business days, or if you are charged after submitting a valid cancellation, you have grounds to escalate. Document every communication: screenshots of your cancellation request, confirmation emails, and billing statements showing post-cancellation charges. Send a formal demand letter (in English or Malay) to Hum's parent company, Verizon, requesting cancellation and a refund of unauthorised charges. Reference the Consumer Protection Act 1999 in your letter.
If Verizon does not respond within 14 days, lodge a complaint with the MDTCA. The MDTCA operates a consumer complaints portal and can compel traders to cease unfair billing practices. Yafee has assisted thousands of consumers in similar scenarios, and the escalation to the MDTCA almost always triggers a swift response from the trader's legal team.
Methods to cancel your Hum subscription
Hum offers multiple cancellation routes, though availability and responsiveness vary by region. As a Malaysia-based user, your primary method is the web account portal; however, you may also escalate to direct phone contact if the online method fails.
Cancel via the Hum web portal
This is the fastest and most documented cancellation method. Log into your Hum account on hum.com, navigate to account settings, and locate the subscription management or cancellation option. The system will prompt you to confirm your reason for cancellation and will show your Early Termination Fee (if applicable) before you submit. Once confirmed, Hum will process the cancellation and send a confirmation email. This method typically takes 3 to 7 business days to take full effect.
Cancel by telephone
If you cannot cancel online or receive an error message, contact Hum's support line at (800) 711-5800. This is a U.S.-based number, so you may incur international calling charges from Malaysia. When you call, have your account number, phone number associated with the account, and billing ZIP code (if you provided one) ready. Inform the representative that you wish to cancel your subscription, and request written confirmation of the cancellation via email. Telephone cancellations may take 5 to 10 business days to process, and you should still receive a confirmation email within 48 hours of the call.
Cancel by email (escalation route)
If the web portal is unavailable or you do not receive a response from the phone line within 48 hours, send a cancellation email to Hum support. In the absence of a Malaysia-specific email address, use the contact form on hum.com or reply to any account or billing email from Hum. State clearly: "I request cancellation of my Hum subscription effective immediately" and include your account number, the email address on file, and the phone number associated with your account. Send this email via registered mail or a platform that provides read receipts (such as Gmail's delivery confirmation) so you have proof of submission. Yafee recommends sending this email twice with a 5-day interval if you do not receive a response after the first attempt.
Step-by-step cancellation procedure
Follow this structured process to cancel without delay or unexpected charges.
Step 1: check your eligibility for the 30-day window
- Log into your Hum account on hum.com and navigate to your account overview or billing section.
- Locate the date you accepted the subscription agreement or the date of your first billing cycle.
- Count 30 calendar days forward from that date.
- If today's date falls within that 30-day window, you can cancel without an Early Termination Fee, provided you return any hardware (the Hum device itself, not just the app) within the applicable return period.
- If you are past 30 days, calculate the Early Termination Fee: USD 120 minus (USD 5 multiplied by the number of complete months you have been subscribed).
- Take a screenshot of your billing page showing the subscription start date and current status.
Step 2: gather your account and payment information
- Save your account number (visible in account settings or on billing emails).
- Note the phone number and email address registered to the account.
- Write down the billing ZIP code you provided during signup (if applicable).
- If you purchased hardware from Hum (the vehicle device, not the app), note the serial number or activation code displayed in your account.
- Screenshot your current subscription plan, renewal date, and any promotional codes applied.
Step 3: submit your cancellation request via the web portal
- Log into hum.com with your account credentials.
- Navigate to Settings, Account Management, or Subscription Management (the exact label varies by account type).
- Locate and click the "Cancel subscription" or "End service" option.
- Review the cancellation summary, which will display your Early Termination Fee and the effective cancellation date.
- If you are within 30 days and returning equipment, confirm that the fee is zero or waived.
- If a fee is shown and you believe you should not pay it, do not submit yet; proceed to Step 4 instead.
- Confirm the cancellation by clicking the final confirmation button.
- Screenshot the confirmation page and save the confirmation number if one is displayed.
Step 4: obtain written confirmation
- Within 24 hours of submitting your cancellation, Hum will send a confirmation email to the address on file.
- Save this email and the confirmation number it contains.
- If you do not receive an email within 48 hours, call (800) 711-5800 and request verbal confirmation of the cancellation, then ask for a confirmation email to be resent.
- If the phone line does not respond within 24 hours, send an email to Hum support (via hum.com contact form) stating: "I submitted a cancellation request on [date]. Please confirm receipt and processing."
Step 5: return hardware if within the 30-day window
- If you are within 30 days and purchased a Hum device, you must return it to avoid an Early Termination Fee.
- Hum will provide return shipping instructions in your cancellation confirmation email or account page.
- Some plans include prepaid return labels; others require you to pay return postage.
- Pack the device, accessories, and documentation securely and send to the address specified by Hum.
- Request a return receipt or tracking confirmation from the carrier so you have proof of return.
- Keep the tracking number until Hum confirms receipt of the returned item (typically 10 to 14 days after Hum receives the package).
Step 6: monitor your billing to confirm cancellation
- Check your credit or debit card statement on the date Hum originally charged you.
- If a charge appears after the cancellation confirmation date, this is an error and must be disputed.
- Contact your card issuer and file a chargeback claim, citing your Hum cancellation confirmation number.
- Send the cancellation confirmation email to your card issuer as evidence.
- After two complete billing cycles without a charge, your subscription is fully terminated.
What happens after you cancel
Once your cancellation is confirmed, Hum will disable your account on the effective date specified in the confirmation email. You will lose access to vehicle diagnostics, crash response, and location services on the date listed. Any hardware you own (such as the Hum device) will cease to function as a Hum subscriber tool, though it may retain basic vehicle information locally.
If you returned hardware within the 30-day window, Hum will credit your account once the return is received and verified. This credit typically appears as a reversal of the Early Termination Fee, not as a separate refund payment. Check your next billing statement to confirm the credit has been applied. If the refund does not appear within 30 days of Hum's confirmation that it received your returned equipment, contact your card issuer and ask them to investigate the missing credit, citing the return tracking number.
Your Hum app will remain downloadable from your phone's app store, but it will no longer sync with your vehicle or display active service data. You can safely delete the app at any time after the effective cancellation date; doing so does not affect your account status.
Refund timeline and payment recovery
Hum's refund schedule depends on whether you are within the 30-day grace period or liable for an Early Termination Fee.
Refunds within 30 days (no early termination fee)
If you cancel and return equipment within 30 days, Hum will not charge an Early Termination Fee. Any subscription charges paid during your trial period are typically non-refundable under Hum's standard terms, unless you can demonstrate a service failure (such as the service being unavailable in your region). However, you will not be charged further after the effective cancellation date, and you save the USD 120 (RM 566.40) Early Termination Fee entirely.
Refunds after 30 days (Early termination fee applies)
If you cancel after 30 days, Hum will charge the Early Termination Fee calculated above. This fee is deducted from your account immediately or charged to your card as a final bill. Hum does not refund subscription charges already paid; the Early Termination Fee is a separate charge for breaking the contract early. Consequently, you should expect an additional charge on your next statement, not a refund.
Disputing a charge you believe is incorrect
If Hum charges you after the effective cancellation date or levies an Early Termination Fee you believe does not apply, do not pay it immediately. Instead, contact your card issuer and initiate a dispute (also called a chargeback in credit card terms). Provide your cancellation confirmation email and the confirmation number as evidence. Your card issuer will contact Hum and demand explanation; if Hum cannot provide a valid reason for the post-cancellation charge, your card issuer will reverse it. This process typically takes 30 to 90 days but protects you from paying twice.
Common mistakes to avoid when cancelling Hum
Many Malaysian users inadvertently delay their cancellation or worsen their position by missing a single step. The good news is that these traps are entirely preventable once you know what they are.
Deleting the app instead of cancelling the account
This is the single most common error. Removing the Hum app from your phone does nothing to the underlying subscription account. Hum will continue to charge your card every month, and you will not receive notifications because you no longer have the app installed. You must cancel the account itself, not just the app. Return to hum.com, log in, and follow the cancellation steps in this guide. If you have already deleted the app, reinstall it, log in with your credentials, and cancel immediately.
Missing the 30-day return window for hardware
If you purchased a Hum device and are within 30 days, you must return it to the address Hum provides to avoid the Early Termination Fee. If you miss the return window, you lose the right to cancel without penalty. Mark the return deadline on your calendar and prioritize posting the device back with tracking confirmation. Do not wait until day 29; aim to ship on day 15 to give the carrier time.
Failing to obtain written confirmation
A verbal cancellation or a screenshot of your request is not sufficient proof if Hum later claims they never received it. Always insist on a confirmation email with a confirmation number. If Hum does not send one within 48 hours, escalate to the phone line or email support and request written confirmation explicitly. Yafee advises that written proof is essential if you later need to dispute a charge with your card issuer or file a complaint with the MDTCA.
Not calculating the early termination fee before cancelling
If you are past 30 days, the Early Termination Fee will shock you unless you calculate it first. Write down the fee now (using the formula: USD 120 minus USD 5 per month completed). If you cannot afford it, explore whether you qualify for an exemption (service failure, hardware defect, or documented billing error). Only then submit your cancellation. Yafee can advise on exemption arguments if you believe one applies to you.
Assuming the cancellation is instant
Hum's system processes cancellations in 3 to 10 business days, not immediately. You will see the effective date in your confirmation email. If Hum charges you on your normal billing date before the effective date, this is not an error; the charge covers service delivered up to that date. However, if Hum charges you on or after the effective cancellation date, you should dispute it with your card issuer immediately.
Checklist before you cancel Hum
| Action | Completion status |
|---|---|
| Calculate if you are within 30 days of signup | ☐ Yes / ☐ No |
| Screenshot your account overview showing subscription start date | ☐ Done |
| Write down your Hum account number and associated email address | ☐ Done |
| Calculate Early Termination Fee if past 30 days | ☐ Done |
| Check if you purchased hardware and have it available for return | ☐ Yes / ☐ No |
| Log into hum.com and locate the cancellation option in account settings | ☐ Done |
| Submit cancellation and take screenshot of confirmation page | ☐ Done |
| Receive and save cancellation confirmation email with confirmation number | ☐ Done |
| If within 30 days: pack and mail returned hardware with tracking | ☐ Done |
| Monitor credit card statement on next normal billing date for any charges | ☐ Done |
Contact details for escalation and support
If you encounter resistance or errors during cancellation, use these official channels to escalate.
Hum direct support
Phone: (800) 711-5800 (U.S.-based; international charges apply from Malaysia)
Web: hum.com (account management and contact form available)
Note: There is no Malaysia-specific phone number or physical address published by Hum. All cancellation requests are processed through the U.S. headquarters.
Malaysian consumer protection authority
If Hum fails to process your cancellation, charges you after confirming cancellation, or refuses to honour the 30-day grace period, file a complaint with:
Ministry of Domestic Trade and Consumer Affairs (MDTCA)
Address: Aras 1-3, Blok D, Kompleks Kementerian, 62668 Putrajaya, Malaysia
Phone: (603) 8000 8000
Email: [email protected]
Website: mdtca.gov.my
The MDTCA investigates breaches of the Consumer Protection Act 1999 and can compel traders to cease unfair billing or cancellation practices. Submit your complaint with copies of your cancellation confirmation email, any post-cancellation charges, and correspondence with Hum. The MDTCA typically acknowledges complaints within 5 business days and investigates within 30 days.
Your credit card issuer (chargeback and dispute)
If Hum has charged you after the effective cancellation date, contact the bank or card company that issued your credit or debit card. Provide them with your cancellation confirmation number and email, and request a dispute or chargeback. Your issuer will investigate and typically reverse the charge within 30 to 90 days if Hum cannot justify the post-cancellation billing.
Summary: your path to cancelling Hum
Cancelling a Hum subscription requires formal account termination, not merely deleting the app. You have the right under Malaysia's Consumer Protection Act 1999 to cancel a distance contract, and Hum permits penalty-free cancellation within 30 days if you return equipment on time. If you are past 30 days, an Early Termination Fee applies unless you qualify for an exemption (service failure or documented error).
The fastest route is the web portal at hum.com: log in, navigate to account settings, and submit your cancellation request. You will receive a confirmation email within 48 hours. If hardware was purchased, return it promptly with tracking confirmation. Monitor your billing statement two cycles after the effective cancellation date to confirm charges have stopped.
If Hum does not honour your cancellation, escalate to the Ministry of Domestic Trade and Consumer Affairs or dispute the charge with your card issuer. Yafee has helped thousands of consumers cancel unwanted subscriptions across multiple platforms, and your situation is entirely manageable with the correct process and documentation. Start today: log into your Hum account and begin the cancellation steps outlined above. You will regain control of your billing within days.