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Frequently asked questions
Cancel Starnow: Step-by-Step Guide
How to cancel Starnow in malaysia and protect your money
What Starnow is and how it works
Starnow is an online talent marketplace where actors, models, musicians, presenters, dancers, and other creative professionals find auditions and paid work opportunities. The platform is owned by the Backstage group and operates internationally, including in Malaysia, where it offers subscription-based access to casting calls and profile tools.
The subscription model and auto-renewal
Starnow operates on a recurring subscription basis, not a one-time listing fee. When you subscribe, your membership automatically renews at the end of each billing cycle unless you cancel beforehand. The minimum commitment is one billing cycle only, which means you are not locked into a multi-year contract. However, if you joined during a free trial, that trial will convert automatically into a paid plan when it ends unless you cancel before the expiry date. This automatic conversion is stated clearly in Starnow's terms and conditions, and it catches many users who forget their trial end date.
How Starnow works in malaysia
In Malaysia, you can subscribe to Starnow through the App Store, where prices display in Malaysian ringgit (RM). Many Malaysian users subscribe through Apple's App Store or Google Play, which creates an important twist: cancellation must happen through those platforms, not inside your Starnow account itself. Starnow has no local physical office, no phone support number, and no live chat. Your only support channels are the help centre contact form and the email address [email protected]. This means you should expect an online-only process and prepare for response times of several business days.
Your consumer rights when cancelling Starnow
Malaysian law protects you when you cancel a subscription service. Your rights rest on the Consumer Protection Act 1999, which governs unfair contract terms and misleading practices in Malaysia.
The consumer protection act 1999 and your cancellation right
Under the Consumer Protection Act 1999, you have the right to cancel a subscription contract within a reasonable period. Starnow's terms permit cancellation at the end of any billing cycle with no early-termination penalty. Importantly, the Act also prohibits unfair contract terms, including those that make cancellation deliberately difficult or obscure. If Starnow's cancellation process is hidden, unclear, or deliberately obstructed, that may breach the Act. The relevant enforcement body is the Ministry of Domestic Trade and Consumer Affairs (MDTCA), which investigates complaints about subscription services and unfair practices.
Your legal position
You have the right to cancel your Starnow subscription at any time before your next billing date. Once you submit a valid cancellation request through the correct channel (your Starnow account, Apple, or Google Play, depending on where you subscribed), Starnow must not charge you again. If a renewal charge appears after you have cancelled, you can dispute it as an unauthorised transaction with your bank or payment provider. If Starnow refuses to honour a cancellation or continues billing, you can lodge a formal complaint with the MDTCA. Yafee recommends keeping a screenshot of your cancellation confirmation as proof of your request.
Methods to cancel Starnow
The correct cancellation method depends on where and how you subscribed. You must use the same platform or account where you set up the subscription.
Cancellation paths and where to start
Starnow offers three main cancellation channels. If you subscribed directly on the Starnow website, you cancel inside your account settings. If you subscribed through Apple's App Store, you must cancel through Apple's subscription settings on your device or account. If you subscribed through Google Play, you must cancel through Google Play's subscription manager. Attempting to cancel in the wrong place is the most common reason cancellations fail or get delayed. Yafee advises checking your payment method first: open your bank or credit card statement and identify which platform charged you.
Step-by-step cancellation process
Follow the exact steps for your subscription type to ensure your cancellation is processed and you are not charged again.
Cancel a Starnow web subscription
- Log in to your Starnow account on starnow.com using your email and password.
- If you have forgotten your password, use the "Forgot password" link on the login page and follow the email recovery steps.
- Navigate to Account Settings in your user menu (usually the profile icon or gear icon in the top right corner).
- Scroll down until you find the "Subscription" or "Billing" section.
- Locate the "Cancel Subscription" button or link in the subscription area.
- Do not close the page or navigate away until the next step completes.
- Click "Cancel Subscription" and confirm your choice when the system asks you to verify.
- The system may offer a discount or trial extension; ignore these unless you wish to continue.
- Wait for a final on-screen confirmation message stating "Your subscription has been cancelled" or similar wording.
- Screenshot this confirmation immediately for your records.
- Check your email within 5-10 minutes for a cancellation confirmation email from Starnow or Backstage.
- If no email arrives within 24 hours, contact [email protected] with your account email and cancellation date.
Cancel through apple app store
- Open Settings on your iPhone, iPad, or Mac.
- On Mac, open System Preferences or System Settings depending on your macOS version.
- Tap or click your name at the top of the Settings menu to access your Apple ID profile.
- On Mac, look for the Apple ID icon in System Preferences.
- Select "Subscriptions" from the menu.
- A list of all your active subscriptions appears on this screen.
- Find Starnow in the list and tap or click it to open the subscription details.
- If you do not see Starnow listed, it may already be cancelled or you subscribed through a different method.
- Tap or click "Cancel Subscription" at the bottom of the screen.
- Apple will ask you to confirm and may show you a reasons survey.
- Confirm the cancellation by tapping "Confirm" when prompted.
- Your subscription will end at the end of your current billing cycle; Apple will not refund the current period unless you specifically request it.
- Take a screenshot of the cancellation confirmation screen showing "Subscription cancelled" or the date your subscription ends.
- Save this screenshot to your photo library or cloud storage.
Cancel through google play
- Open the Google Play app on your Android device.
- Tap the profile icon in the top right corner of the screen.
- Select "Payments and subscriptions" from the menu.
- This takes you to your Google Play account management area.
- Tap "Subscriptions" to view all active subscriptions on your account.
- You may need to scroll down to find this option if it is not immediately visible.
- Find Starnow in your subscriptions list and tap it to open the details page.
- If Starnow does not appear, check that you are looking at the correct Google account.
- Tap "Cancel subscription" at the bottom of the screen.
- Google Play will ask you to confirm and may ask for feedback about why you are cancelling.
- Confirm the cancellation by tapping "Cancel subscription" again in the popup dialog.
- Your subscription will remain active until the end of your current billing period.
- Screenshot the confirmation screen, which should state that your subscription has been cancelled and show your final access date.
- Keep this screenshot as evidence that your cancellation was processed.
Contact Starnow support if cancellation fails
- Send an email to [email protected] with the subject line "Cancellation Request" or "Cancel My Starnow Subscription".
- Use a clear, professional tone and include all relevant details.
- Include the following information in your email:
- Your full name as it appears on your Starnow account.
- The email address associated with your subscription.
- Your next scheduled billing date.
- The date you attempted to cancel (or when you submitted your cancellation request).
- A description of any error messages or issues you encountered.
- Attachments: screenshots of your cancellation attempt and your account billing page.
- Send the email and note the exact date and time you sent it.
- Keep a copy of your email in your sent folder or take a screenshot of the confirmation.
- Wait 5-10 business days for a response.
- Starnow support does not operate 24/7, and response times can extend to two weeks depending on ticket volume.
- If you do not receive a response within 14 days, send a follow-up email referencing your original support ticket.
- State that you are pursuing a formal complaint under the Consumer Protection Act 1999 if the cancellation is not honoured.
Pricing and subscription tiers
Understanding Starnow's cost structure helps you calculate what you will save by cancelling and confirm you are paying the correct amount.
Starnow subscription costs in malaysia
| Subscription tier | Billing period | Price in RM | Features |
|---|---|---|---|
| Free account | Ongoing | RM 0 | Limited casting view, basic profile, no premium tools |
| Premium monthly | 1 month (auto-renews) | Varies by region (approximately RM 12-15) | Full casting access, profile promotion, direct contact with casting directors |
| Premium quarterly | 3 months (auto-renews) | Varies by region (approximately RM 32-40) | Same as monthly, paid three times per year |
| Premium annual | 12 months (auto-renews) | Varies by region (approximately RM 100-120) | Same as monthly, lowest per-month cost |
| Free trial (if offered) | 7-14 days | RM 0 initially, then converts to premium | Full premium access during trial period |
Exact prices vary depending on currency exchange rates and any active promotions. When you log into your account, your billing section displays your exact subscription cost. Yafee recommends checking this amount before you cancel to confirm you are not being overcharged.
What happens after you cancel Starnow
Cancellation does not end immediately; it takes effect at the end of your current billing cycle. Understanding the timeline prevents confusion about lost access or unexpected charges.
Your access and the final billing date
When you cancel Starnow, your membership access continues until the end of your current billing cycle. For example, if your next billing date is 15 March and you cancel on 1 March, you retain full access until 14 March at 11:59 PM. On 15 March, Starnow will not charge you, and your account access drops to free-tier status. You will lose access to premium features, direct casting contact, and advanced search filters. However, you retain your profile and application history, which you can view on the free tier. If you later change your mind, you can resubscribe at any time without penalty.
Data retention and profile backup
Starnow's privacy policy states that user data may be retained for a period after cancellation, but the exact retention period is not specified in the cancellation help section. To be safe, before your access expires, download or screenshot any information you need: your application history, messages, headshots, or notes about casting directors. You cannot download your entire profile as a single file, so take screenshots of each section you wish to keep. Once your access expires, you can still view your profile on the free tier, but you cannot edit it or send new applications without resubscribing.
Refund eligibility
Starnow does not offer refunds for cancellations made after the billing date has passed. If you cancel before your next billing date, you will not be charged for the upcoming cycle, so no refund is necessary. However, if you were charged and then cancelled, or if a charge appeared after your cancellation confirmation, you have the right to dispute it. Contact your bank or payment provider to file a chargeback or dispute claim. Include screenshots of your cancellation confirmation and any evidence that you did not authorise the renewal charge.
Common mistakes when cancelling Starnow
Most Starnow cancellations succeed, but avoidable errors delay the process or leave you at risk of phantom charges. Here are the pitfalls to avoid.
Mistake 1: cancelling in the wrong place
The most frequent error is trying to cancel inside the Starnow account when you subscribed through Apple or Google Play. The Starnow app shows no subscription management option because the subscription is managed by the app store, not Starnow directly. If you subscribed through an app store, you must cancel there, not in the Starnow app. Double-check your bank statement to see which entity charged you: if it shows Apple Inc. or Google, cancel there. If it shows Starnow or Backstage, cancel in your web account.
Mistake 2: not waiting for confirmation
Some users click "Cancel" and close the page immediately, assuming the cancellation went through. Web servers sometimes fail to process the request if you navigate away too quickly. Always wait until you see a final confirmation message on the screen, usually in green text stating "Your subscription has been cancelled" or "Cancellation confirmed". Only then should you close the page. Within 24 hours, check your email for a confirmation message from Starnow or Backstage. If no email arrives, log back in and check whether the cancellation went through.
Mistake 3: confusing "pause" or "skip" with cancellation
Some subscription platforms offer a "pause subscription" or "skip next billing cycle" option in addition to a full cancellation. Starnow does not clearly advertise this distinction, but if you see such an option, understand that pausing is temporary. Your subscription will resume automatically after the pause period ends, and you will be charged again. If you want to end your membership entirely, select "Cancel Subscription", not "Pause" or "Skip". Read any confirmation text carefully to ensure you are cancelling, not pausing.
Mistake 4: ignoring the trial end date
If you are on a free trial, the conversion to a paid plan happens automatically on the day the trial ends, usually at midnight. Many users assume they have a grace period after the trial ends to decide whether to pay; they do not. Mark your trial end date in your phone calendar and cancel at least 24 hours before that date to avoid an unwanted charge. If you have already been charged after a free trial, contact Starnow immediately at [email protected] with proof of your cancellation attempt, and Yafee recommends requesting a refund of the charge as a goodwill gesture.
Mistake 5: not saving proof of cancellation
If a renewal charge appears on your account after you cancelled, your only defence is a screenshot or email confirmation showing that you cancelled. Without proof, your bank may side with Starnow when you dispute the charge. Take a screenshot of every cancellation confirmation, whether it appears on screen or arrives by email. Store these images in a folder labeled "Cancellations" on your phone or cloud storage. This takes 10 seconds and has saved countless users hundreds of ringgit.
Checklist before and after cancellation
Use this checklist to ensure you have covered every step and protected yourself against billing errors or data loss.
Pre-cancellation checklist
- Check your bank or credit card statement to identify which platform charged you (Starnow, Apple, Google Play, etc.).
- Log into your Starnow account and note your next billing date, plan name, and current subscription status.
- If you are on a free trial, confirm the exact end date and set a phone reminder for one day before.
- Take a screenshot of your account's billing section showing your subscription type and next charge date.
- Review your application history and any messages or notes from casting directors; screenshot or download anything you need to keep.
- Search your email for confirmation emails from Starnow to verify your original subscription details and terms.
Post-cancellation checklist
- Screenshot the on-screen cancellation confirmation message before closing the page.
- Wait 5-10 minutes and check your email inbox (including spam and promotions folders) for a cancellation confirmation from Starnow or Backstage.
- Log back into your Starnow account 24 hours later and confirm that the subscription is marked as "Cancelled" or no longer appears in your subscription section.
- Check your bank or payment provider's website and confirm that no renewal charge has been scheduled for your next billing date.
- Set a calendar reminder for two days after your next scheduled billing date to verify that you were not charged.
- Store all cancellation confirmations (screenshots and emails) in a dedicated folder for future reference.
- If you subscribed through Apple or Google Play, log into those accounts separately and confirm the cancellation status there as well.
What to do if Starnow refuses to cancel or keeps charging you
If you have followed the correct cancellation steps and Starnow refuses to honour your request or continues to bill you, escalate the matter formally.
Step 1: request written proof of your cancellation
Send an email to [email protected] requesting written confirmation that your cancellation was processed and when your access will end. Include your original cancellation screenshot and the date you cancelled. Ask them to confirm in writing that no further charges will occur. Keep a copy of this email for your records.
Step 2: dispute the charge with your bank or payment provider
If a charge appears after your cancellation confirmation, contact your bank or credit card issuer and file a dispute or chargeback claim. Provide them with your cancellation confirmation, the bank statement showing the unauthorized charge, and any correspondence with Starnow. Most banks will refund disputed charges within 7-14 days if you provide clear evidence that you cancelled. The burden then shifts to Starnow to prove the charge was authorised, which they will struggle to do if your cancellation confirmation predates the charge.
Step 3: file a formal complaint with the ministry of domestic trade and consumer affairs
If Starnow does not refund the charge within 30 days or refuses to cancel your subscription, lodge a formal complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA). You can file a complaint online through the MDTCA website (www.kpdnhep.gov.my) or visit a local MDTCA office. Provide details of the service, the subscription cost, your cancellation attempts, and any supporting documents (bank statements, screenshots, emails). The MDTCA can investigate the complaint and instruct Starnow to refund you if the company has breached the Consumer Protection Act 1999. Response times typically range from 4 to 12 weeks depending on case complexity.
Comparison: keep or cancel Starnow
This table summarizes the key reasons to keep or cancel your Starnow subscription, helping you make a final decision.
| Reason to keep | Reason to cancel |
|---|---|
| You actively apply for castings and receive callbacks regularly | You have not received any casting calls in the past 2-3 months |
| Premium tools help you stand out to casting directors in your region | You have found work through other platforms (IMDb, Facebook, local agencies) |
| The monthly cost (RM 12-15) is affordable and fits your budget | You are on a free trial and do not plan to work as an actor or model |
| You are pursuing a full-time acting or modelling career | You took the trial out of curiosity and no longer have time for auditions |
| Direct contact with casting directors is a tangible advantage | Most casting calls on the platform are for unpaid roles or work far from your location |
Starnow contact information and escalation address
Use the following details if you need to contact Starnow directly to cancel, report a billing error, or escalate a complaint. Yafee strongly recommends using email for all formal requests because email creates a written record that protects you if a dispute arises.
Official contact channels
- Email support: [email protected]
- Help centre: help.backstage.com (Starnow cancellation and billing queries are managed through Backstage's help centre because Starnow is part of the Backstage group)
- Website: starnow.com
- Physical address: Starnow does not maintain a public office in Malaysia. The parent company, Backstage, is registered in the United Kingdom; however, for complaints regarding Malaysian consumer rights, direct your escalation to the Ministry of Domestic Trade and Consumer Affairs, not Backstage directly.
Escalation to the ministry of domestic trade and consumer affairs
If Starnow fails to honour your cancellation or refund request within 30 days, file a formal complaint with the MDTCA. The MDTCA enforces the Consumer Protection Act 1999 and can compel Starnow to refund you or cancel your subscription.
- MDTCA website: www.kpdnhep.gov.my
- Complaint method: Online form or in-person at any state MDTCA office
- What to include: Your full name, contact details, subscription dates, amounts paid, cancellation attempts, and all supporting documents (screenshots, bank statements, emails)
- Expected response time: 4-12 weeks
Summary and next steps
Cancelling Starnow is straightforward if you follow the correct method for your subscription platform and keep proof of your cancellation. The Consumer Protection Act 1999 protects you if Starnow refuses to honour your request or continues to charge you after cancellation. Yafee has helped thousands of consumers cancel subscriptions and dispute unauthorized charges by ensuring they use the right cancellation channel, take screenshots, and escalate to the MDTCA if necessary. Your legal position is strong: once you submit a valid cancellation request through the correct platform, Starnow must not charge you again. If it does, your bank will refund you provided you have evidence of your cancellation.
Review the step-by-step cancellation process above, identify your subscription type (web, Apple, or Google Play), follow the exact steps, and take screenshots of your confirmation. If Starnow refuses to cancel or you are charged after cancellation, do not hesitate to dispute the charge with your bank or file a complaint with the MDTCA. Yafee recommends completing your cancellation today if you have decided to end your membership, as early action prevents confusion about billing dates and ensures you have clear documentation. For further help with subscription cancellations, contract rights, or consumer protection matters in Malaysia, Yafee (yafee.com) provides detailed guides and step-by-step support tailored to Malaysian law and local payment platforms.