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Frequently asked questions
Cancel Lasting: The Right Way
How to cancel Lasting and stop recurring charges in malaysia
What Lasting is and why you might want to cancel
Lasting is a subscription-based relationship support app that delivers guided exercises, couple therapy content, and mental wellness resources through an online platform. The service operates internationally, including Malaysia, but does not maintain a physical office or local support desk in your country. Instead, Lasting handles all customer support through email and its help centre, both managed by Talkspace, the parent company. Understanding what you have paid for is the first step toward cancelling successfully without unnecessary charges.
How lasting's subscription model works
When you subscribe to Lasting, you are purchasing recurring access to a library of guided sessions, workshops, and personalised content for couples. This is not a one-off purchase; it is an ongoing subscription that renews automatically at the end of each billing cycle. Lasting typically offers a 7-day free trial before your first paid period begins, which means you must cancel before that trial ends if you do not wish to be charged.
The pricing structure in Malaysia includes multiple tiers. Based on current conversion rates, Lasting's standard plans are approximately RM122.99 monthly, RM245.34 every 3 months, and RM368.91 every 6 months. Your actual charge may vary slightly depending on whether you subscribed through the app store (Apple or Google), your card issuer's currency conversion, or exchange rate fluctuations on the day of billing.
Why cancelling matters before your next renewal
Many Lasting subscribers delay cancellation and end up charged for another cycle because they assume deleting the app stops the subscription. This is incorrect. Deleting the app does not cancel your recurring payment. Furthermore, if you subscribed through Apple App Store or Google Play Store, your subscription exists in that store's system, not just in the Lasting app itself. Consequently, you must cancel through the correct channel, or the company will bill your payment method automatically on the renewal date.
Yafee recommends you take action within seven days of signing up if you are unhappy with the service, especially if you entered the free trial. Once that trial expires, you move into a paid billing cycle, and cancelling becomes more complex if the company refuses a refund. The Malaysian Consumer Protection Act 1999 does protect you against unfair contract terms, but acting early is always simpler than disputing a charge after it posts.
Your consumer rights under malaysian law
Your legal position as a Lasting subscriber in Malaysia is governed primarily by the Consumer Protection Act 1999, which sets out your rights and the company's obligations when selling services to you.
What the consumer protection act 1999 guarantees you
Under section 9 of the Consumer Protection Act 1999, the supplier (in this case, Lasting or Talkspace) must ensure that services are rendered with due care and skill. If Lasting fails to provide the service it promised, or if your subscription was sold to you under misleading terms, you have the right to complain and seek a remedy. Furthermore, section 22 of the same Act prohibits unfair contract terms, meaning Lasting cannot impose unreasonable cancellation fees, lengthy lock-in periods, or hidden charges without your explicit agreement in writing.
If Lasting offers you a free trial, the company must make the cancellation process clear before the trial ends. If the company makes cancellation deliberately difficult to find or uses dark patterns (confusing design that hides the cancel button), this may breach section 22. Additionally, if Lasting charges your card without your clear consent to renew, this may constitute an unfair practice under section 10 of the Act.
Your right to cancel and claim a refund
The Consumer Protection Act 1999 does not automatically grant you a 14-day cooling-off period for subscriptions purchased online, unlike some other jurisdictions. However, Lasting's terms of service typically define your cancellation rights independently. You have the right to request a refund if you cancel during a free trial, and many subscription services offer a pro-rata refund if you cancel mid-cycle, though this is not mandated by law in Malaysia.
If Lasting refuses to honour your cancellation or disputes a charge, you can escalate your complaint to the Ministry of Domestic Trade and Consumer Affairs (MDTCA), which enforces consumer law in Malaysia. Yafee advises keeping all email correspondence, screenshots of billing statements, and cancellation confirmation messages, as these form your evidence if you need to lodge a formal complaint.
Where to cancel Lasting: methods and platforms
Lasting does not publish a single, universally clear cancellation method for all users, because your subscription may exist in one of three separate systems: the Lasting app account itself, the Apple App Store subscription service, or the Google Play Store subscription service. Identify which system you used to subscribe, then follow the method that matches.
Cancellation through the Lasting app or website
This is the primary method if you subscribed directly through Lasting's website or in-app payment system. You will access your account settings within the app, navigate to your subscription or billing section, and select the option to cancel or turn off automatic renewal. The exact button labels may vary, but common labels include "Cancel subscription," "Turn off renewal," "Manage membership," or "Pause subscription."
Visit the official Lasting help centre at getlasting.com/help and sign in with the email address you used when you created your account. Look for a section labelled "Subscription," "Billing," "Account settings," or "Membership." Once you locate your active plan, you should see an option to cancel or stop automatic renewal. Click that option and follow any on-screen confirmation prompts. Take a screenshot of the cancellation confirmation page as proof that you cancelled.
If you cannot find a cancellation option in the app or on the website, or if the system does not display your subscription details, send a cancellation request by email to [email protected]. Write a short, clear message that includes your full name, the email address associated with your Lasting account, your subscription plan (e.g., "RM122.99 monthly"), and your next renewal date. Request written confirmation of cancellation. Yafee advises sending this email from the same address you used to register, and keep a copy of your sent message and any reply.
Cancellation through apple app store (iOS users)
If you subscribed to Lasting through your iPhone or iPad using your Apple ID, your subscription is managed by Apple, not directly by Lasting. You must cancel it through Apple's system.
Open the Settings app on your iPhone or iPad, tap your name at the top, select "Subscriptions," find "Lasting," and tap "Manage subscription." On the next screen, tap "Cancel subscription" or "Edit." Follow Apple's prompts to confirm the cancellation. Apple will show you the date your subscription will terminate (typically the end of your current billing cycle). Take a screenshot of this confirmation page.
If you do not see Lasting in your active subscriptions list, it may already be cancelled, or you may have signed up using a different payment method or app store account. Check the email address associated with your Apple ID to confirm it matches the email you used for Lasting.
Cancellation through google play store (Android users)
If you subscribed to Lasting on an Android device via Google Play, your subscription is managed by Google, not by Lasting directly. You must cancel through Google's system.
Open the Google Play Store app on your Android phone or tablet, tap your profile icon (usually in the top right corner), select "Manage my subscriptions," find "Lasting," and tap it. On the subscription details page, tap "Cancel subscription." Google will ask you to confirm your reason for cancelling (optional) and then show you a cancellation date. Verify that the cancellation is confirmed and take a screenshot.
If you do not see Lasting listed, verify that you are signed in to the correct Google account and that the email address matches the one you used to create your Lasting account.
Step-by-step cancellation process
Follow this structured sequence to cancel Lasting and ensure you have proof of cancellation to protect against unwanted charges.
Step 1: gather your account and billing information
- Open your email and search for messages from "Lasting," "Talkspace," "Apple," or "Google Play."
- Note the email address you registered with.
- Record the date and amount of your most recent charge.
- Write down your next renewal date (usually shown in the receipt or in your account settings).
- Log in to your Lasting account (via app or website) if you are able to do so.
- Take a screenshot of your current plan and renewal date.
- Note whether you are on a free trial or a paid cycle.
- Check which platform processed your subscription.
- If you signed up on your phone via App Store or Play Store, note that down.
- If you signed up via a web browser or directly in the app, note that as well.
Step 2: choose your cancellation route
- If you subscribed through Apple App Store, follow the iOS cancellation steps outlined above.
- Do this even if you also have the Lasting app open on your phone.
- Apple App Store subscriptions are controlled by Apple, not by Lasting.
- If you subscribed through Google Play Store, follow the Android cancellation steps outlined above.
- Do this even if you have the Lasting app on your phone.
- Google Play subscriptions are managed by Google, not by Lasting.
- If you subscribed directly through the Lasting website or app (not via an app store), use the in-app or web cancellation method.
- Log in to getlasting.com/help or open the Lasting app.
- Navigate to "Account," "Settings," "Subscription," or "Billing."
- Look for "Cancel," "Turn off renewal," or "Manage subscription."
Step 3: complete the cancellation and document it
- Click the cancel or turn off renewal button in your chosen system.
- The system may ask you why you are cancelling (optional to answer).
- The system may offer you a discount to stay (ignore this if you want to cancel).
- Wait for the on-screen confirmation message.
- This message should state your subscription will end on [specific date].
- Note that date carefully.
- Take a full-page screenshot of the confirmation.
- This screenshot is your primary proof that you cancelled.
- Save it to your phone and email it to yourself so you have a backup copy.
- If you cancelled via email instead, keep the sent copy of your cancellation request and any reply from support.
- Yafee strongly recommends sending via email with read receipts or sending it from your email provider's "send later" feature so you have a timed record.
Step 4: verify cancellation and monitor your payment method
- Wait 24 hours, then log back in to your account and check the subscription status.
- It should say "cancelled," "no active subscription," or show no renewal date.
- Check your email for a cancellation confirmation message from Lasting, Apple, or Google.
- If you do not receive one within 2 days, send a follow-up email to [email protected] with your screenshot attached and ask them to confirm cancellation in writing.
- Monitor your payment method (credit card or bank account) for the next 30 days.
- If a charge appears after your cancellation date, this is evidence that the cancellation failed or the company ignored your request.
- Do not ignore this charge; report it to your bank and to Yafee's cancellation support team for escalation advice.
What happens after you cancel
Once you successfully cancel Lasting, your subscription does not end immediately in most cases. Instead, you retain access to the service until the end of your current billing cycle, after which your premium features become unavailable.
Your access after cancellation
Lasting typically allows you to continue using the service you have paid for until your current billing period expires. For example, if you cancelled on 15 February and your renewal date was 28 February, you would retain access until 28 February, after which the app may show a message asking you to resubscribe. This is standard practice and is not unusual. You do not lose access mid-cycle; you simply stop paying for future cycles.
If you want immediate access to all your relationship therapy content or session history, download or screenshot any important materials before your cancellation date, as post-cancellation access may be limited or removed entirely.
Refunds and pro-rata credits
Malaysian consumer law does not automatically entitle you to a refund if you cancel during a paid cycle. However, many subscription apps, including Lasting, offer a pro-rata refund if you cancel within a certain window (e.g., within 7 days of the charge or before using the service significantly). Check your confirmation email or the help centre at getlasting.com/help to see if a refund is available to you.
If you cancel during a free trial, you are entitled to pay nothing, and no charge should appear on your payment method. If a charge does appear after you cancelled a trial subscription, report it immediately to your bank as an unauthorised transaction and email [email protected] with your cancellation screenshot. Yafee advises keeping your free trial cancellation evidence for at least 60 days in case a dispute arises.
Pricing overview for malaysian users
This table summarises Lasting's subscription pricing as it applies to users in Malaysia, converted from USD at standard exchange rates. Your actual charge may vary slightly due to currency fluctuations, payment processor fees, or app store adjustments.
| Plan type | Billing cycle | Approximate MYR cost | Cost per month (effective) | Free trial? |
|---|---|---|---|---|
| Standard monthly | Every 1 month | RM122.99 | RM122.99 | 7 days |
| Standard quarterly | Every 3 months | RM245.34 | RM81.78 | 7 days |
| Standard biannual | Every 6 months | RM368.91 | RM61.49 | 7 days |
The quarterly and biannual plans offer better value per month but require a larger upfront payment. If you are unsure about the service, start with the monthly plan, cancel during the free trial if unsatisfied, and avoid being charged at all. Yafee recommends setting a calendar reminder 2 days before your free trial ends, so you have time to cancel if you are not happy.
Common mistakes that lead to failed cancellations
You are not alone if your first attempt to cancel Lasting does not work as expected. Many users stumble because subscription services intentionally obscure the cancellation process or store subscriptions in unexpected places.
Deleting the app without cancelling the subscription
This is the most common mistake. Deleting the Lasting app from your phone does absolutely nothing to stop your recurring charge. The app and the subscription are separate systems. Your payment method remains linked to your account in Lasting's database, and you will be billed on the renewal date regardless of whether the app exists on your device. Always cancel the subscription first through the app settings, website, or app store, then delete the app if you wish.
Forgetting to cancel in the right place
If you subscribed via Apple App Store but you try to cancel by opening the Lasting app and looking for a cancel button, you will not find it (or if you do, it may not work). This is because Apple controls Apple App Store subscriptions, not Lasting. You must cancel through Apple Settings on your device, not through the Lasting app. The same applies to Google Play subscriptions. Identify where you subscribed first, then cancel in that system.
Cancelling via email but never following up
Email cancellation requests sometimes go unanswered or get lost, especially during busy periods. If you send a cancellation email to [email protected], set a 3-day reminder to follow up. If you have not received a written confirmation by then, send a second email, reference your first email (include the date and time you sent it), and ask for immediate confirmation. Keep a folder of these emails. Yafee recommends taking screenshots of your email sent folder as backup proof if the company later claims they never received your request.
Not noting the renewal date before cancelling
Many users cancel but do not record the exact date their subscription is supposed to end. Consequently, they forget to verify cancellation actually worked until a charge appears two weeks later. Before you start the cancellation process, write down your renewal date from your billing email or account settings. After you cancel, verify in the confirmation screen that it shows your subscription ending on that date or earlier. This single step prevents most failed-cancellation disputes.
After cancellation: what to do if charges keep appearing
If you followed all the steps above and a charge still appears after your cancellation date, do not panic and do not ignore it. Take immediate action following this procedure.
Disputed charge procedure
- Stop payment at your bank or card issuer.
- Contact your bank within 24 hours of noticing the unauthorised charge.
- Tell your bank you cancelled the subscription and have proof, but the company charged you again.
- Ask your bank to block future charges from Lasting / Talkspace.
- Request a chargeback or dispute credit if the charge has already posted.
- Send a formal dispute email to Lasting.
- Email [email protected] with the subject line "Dispute: Charge after cancellation."
- Include your full name, account email, the charge date, amount, and your cancellation screenshot.
- Demand a refund and ask them to acknowledge your cancellation in writing.
- State that you have already reported this to your bank and expect their prompt response.
- Escalate to the Ministry of Domestic Trade and Consumer Affairs (MDTCA) if Lasting ignores you.
- Visit the MDTCA website (mdtca.gov.my) and lodge a formal consumer complaint.
- Attach all evidence: cancellation screenshots, billing statements, emails, and your bank's dispute notice.
- The MDTCA will investigate Lasting's conduct under the Consumer Protection Act 1999.
Evidence to keep on file
Yafee advises retaining all of the following documentation for at least 90 days after cancellation, and up to 1 year if a dispute arises:
- Screenshots of your cancellation confirmation (including date, time, and subscription end date).
- Email confirmations from Lasting, Apple, or Google confirming cancellation.
- All billing emails and charge notifications from your payment method.
- Bank statements or credit card statements showing the charge (or the absence of a charge).
- Copies of any cancellation or dispute emails you sent, with timestamps.
Store these in a dedicated folder on your phone or computer, and email yourself a copy so you have it in your email archives as well. If you ever need to file a complaint with the MDTCA, this documentation will be your strongest evidence.
Comparison: Lasting vs other relationship therapy apps in malaysia
If you are still deciding whether to cancel Lasting or want to compare it to alternatives, this table outlines key features and pricing across common relationship-focused digital services available in Malaysia.
| Service | Focus | Approx. monthly cost (MYR) | Free trial | Cancellation ease |
|---|---|---|---|---|
| Lasting | Couple exercises, guided sessions, wellness | RM122.99 | 7 days | Medium (web, app, or email) |
| Talkspace | Live therapist access, messaging therapy | RM180-250 | First week reduced | Medium (account settings, email support) |
| BetterHelp | Live therapist, messaging, video sessions | RM160-200 | 7 days (reduced rate) | Easy (account settings) |
| Headspace | Mindfulness, meditation, some relationship content | RM79-99 | 7 days | Easy (web or app) |
| Local counselling (private Malaysian therapist) | Face-to-face or video, personalised | RM150-400 per session | None (initial consultation may be free) | N/A (no recurring subscription) |
Lasting is mid-range in price but positions itself as couple-focused rather than individual therapy. If you prefer live interaction with a licensed therapist, services like Talkspace or BetterHelp may suit you better. If you want a non-therapy wellness app, Headspace is more affordable. Yafee recommends comparing the free trial experience of two or three options before committing to a paid plan. This way, you avoid locking yourself into a subscription you do not actually want.
Contact information and next steps
Lasting does not maintain a local Malaysian office, support phone line, or postal address. All support is handled through the following channels:
- Email support: [email protected] (monitored by Talkspace, Lasting's parent company).
- Help centre: getlasting.com/help (self-service articles, cancellation guidance, FAQ).
- Payment disputes: Contact your bank or app store (Apple / Google) for immediate action on unauthorised charges.
- Consumer complaints (Malaysia): Ministry of Domestic Trade and Consumer Affairs, mdtca.gov.my, for enforcement of the Consumer Protection Act 1999.
If you have cancelled and have questions or concerns, Yafee recommends contacting Lasting's email support within 48 hours for a direct response. If the company does not reply or refuses your cancellation, escalate immediately to your payment provider (bank or app store) and then file a complaint with the MDTCA. Yafee has helped thousands of consumers cancel subscriptions, manage disputes, and recover unauthorised charges by following these structured steps and keeping clear documentation. Follow the procedure outlined above, stay organised, and you will retain full control of your billing.