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Frequently asked questions
Cancel Explain Everything: The Right Way
How to cancel Explain Everything in malaysia: your legal rights and step-by-step guide
What is Explain Everything and why you might want to cancel
Explain Everything is a subscription-based digital whiteboard application designed for teaching, training, video lessons, and collaborative learning. The service operates under the Explain Everything brand, supported through Promethean's infrastructure, with documentation and support available through its official help centre at help.explaineverything.com.
For Malaysian users, understanding the service structure matters because cancellation procedures depend directly on how you subscribed. You may have signed up through the web platform, the Apple App Store, or Google Play, and each billing channel requires a different cancellation method. This distinction is critical to avoiding failed cancellation attempts and unwanted charges.
Pricing and plan options in malaysia
Explain Everything offers four subscription tiers: Free, Advanced, Pro, and Team. Malaysian pricing is displayed in Ringgit Malaysia (MYR) on the official plans page. The Free tier includes 500 MB of cloud storage, three projects, and three-minute video limits, suitable for basic whiteboarding needs.
| Plan | Storage | Projects | Video length | Price (MYR) | Billing |
|---|---|---|---|---|---|
| Free | 500 MB | 3 | 3 minutes | RM0.00 | Free |
| Advanced | Unlimited | Unlimited | Unlimited | RM69.00 | Annual |
| Pro | Unlimited | Unlimited | Unlimited | RM44.90 | Monthly |
| Team | Unlimited | Unlimited | Unlimited | RM44.90 per user | Monthly |
Users typically upgrade to paid plans because they require unlimited cloud storage, unlimited project creation, longer video recording capabilities, and enhanced collaboration features for classroom or team environments.
Common reasons malaysian users cancel
Malaysian subscribers cancel Explain Everything for several consistent reasons: completion of a teaching contract, transition to alternative whiteboarding software, budget constraints, or insufficient use of advanced features. The service's support team operates Monday to Friday, 9 AM to 5 PM Eastern Time via [email protected], which may create timezone coordination challenges for Malaysian users seeking immediate assistance.
Your legal position under malaysian consumer law
Your right to cancel Explain Everything is protected under the Consumer Protection Act 1999 (Malaysia), administered by the Malaysian Competition Commission (MyCC). This legislation guarantees you the right to withdraw from unfair contract terms and receive transparent notice of cancellation procedures before subscription commencement.
Consumer protection act 1999 and subscription services
The Consumer Protection Act 1999 establishes that service providers must supply clear, written cancellation instructions at or before the point of purchase. Explain Everything complies by publishing cancellation paths in its help documentation and within your account settings. Furthermore, the Act requires that you retain access to your service until the billing cycle ends, even after cancellation confirmation.
The Act also prohibits suppliers from charging you after cancellation confirmation unless you explicitly agreed to continue. Consequently, if you receive an unexpected charge after cancelling, you possess legal grounds to dispute the transaction with your bank or payment provider and lodge a complaint with MyCC.
Your legal position
You have the right to cancel Explain Everything at any time without penalty (except loss of access). You will not receive a refund for unused subscription days. Your access remains active until the end of your current billing period. If Explain Everything continues charging after confirmed cancellation, contact MyCC's Consumer Complaint Bureau at 03-2200 2882 or file a complaint at mycc.org.my. Yafee recommends documenting your cancellation confirmation with a screenshot for dispute resolution.
Cancellation methods: which path applies to you
Cancellation route depends entirely on your original subscription channel.
Web subscription cancellation through Explain drive
If you subscribed directly through explaineverything.com or Explain Drive, you must cancel via your account dashboard. This self-service method is the fastest and provides immediate confirmation.
- Navigate to explaineverything.com and sign in with your email and password
- If you cannot remember your password, select "Forgot password" on the login page and follow the email reset link
- Select your username or profile icon in the upper right corner of the screen
- This opens a dropdown menu with account options
- Click on "My Subscriptions" or "Billing Settings" from the dropdown
- You will see all active subscriptions linked to your account
- Locate the subscription you wish to cancel and select the "Details" tab
- Verify the plan name, renewal date, and billing amount
- In the "Actions" column, click the "Cancel" button
- A confirmation dialog will appear asking you to confirm cancellation
- Select "Yes, I want to cancel" to finalize
- You will see a cancellation confirmation message with the final billing date
- Take a screenshot immediately for your records
Apple app store subscription cancellation
If you subscribed to Explain Everything through the Apple App Store on iPhone, iPad, or Mac, you must cancel via Apple's subscription management system, not through the app itself. Apple manages all App Store billing independently from Explain Everything.
- On your iPhone or iPad, open the Settings app
- Do not open Explain Everything; this must be done in device settings
- Scroll down and select "Apps" or "App Store" (depending on iOS version)
- On older devices, select "iTunes & App Store" instead
- Tap your Apple ID at the top of the screen
- You may need to sign in with your Apple ID password or Face ID
- Select "Subscriptions" from the menu
- This displays all active subscriptions on your Apple account
- Find "Explain Everything" in the list and tap it
- The subscription details page opens, showing your renewal date and plan tier
- Tap "Cancel Subscription" at the bottom
- Apple will ask you to confirm and may offer a retention discount
- Decline any offer and confirm cancellation
- You will receive an email confirmation from Apple within minutes
- Save this email as proof of cancellation
On Mac, use the App Store app, select your account icon in the sidebar, choose "Subscriptions," find Explain Everything, and click "Manage" then "Cancel."
Google play subscription cancellation
If you subscribed through Google Play on Android devices, cancellation must occur through the Google Play Store app or website. Google controls all Play Store subscription billing independently.
- Open the Google Play Store app on your Android device
- Alternatively, visit play.google.com in a web browser on any device
- Tap your profile icon in the upper right corner
- This opens the account menu
- Select "Manage subscriptions" or "Subscriptions"
- You will see a list of all active Google Play subscriptions
- Find "Explain Everything" and tap it
- The subscription details page displays your plan and next billing date
- Tap "Cancel subscription"
- Google Play will confirm that you are cancelling and show the final billing date
- Follow the prompts to complete cancellation
- Confirm your choice if prompted
- Google Play sends a confirmation email immediately
Before you cancel: steps to take now
Taking action before cancellation protects your data and prevents post-cancellation complications.
Export and save your work
After cancellation, your access continues until the billing period ends, but once that date passes, you cannot download new files. Consequently, export any projects, video recordings, or shared links you need immediately.
- Sign in to your Explain Everything account
- Select the project you wish to save
- Click the three-dot menu or "Export" button
- Choose your preferred format (video, PDF, or image sequence)
- Download the file to your computer or cloud storage
- Repeat for every active project you want to keep
Verify your billing details
Before cancelling, confirm where you subscribed and your next billing date.
- Check your email for the original Explain Everything receipt
- This email will specify whether you subscribed via web, App Store, or Google Play
- Search for recent charges on your credit card or bank statement
- Note the exact amount and billing source (Apple, Google, or Explain Everything)
- Take a screenshot of your current Explain Everything plan page
- Capture the plan name, pricing, and stated renewal date
What happens after you cancel
Understanding the post-cancellation timeline eliminates anxiety about sudden access loss or unexpected charges.
Access and data retention after cancellation
Explain Everything maintains your account access for the remainder of your current billing period after cancellation confirmation. You can continue to use all features, create new projects, and export files until the renewal date passes. On the day after your final billing date, your account transitions to the Free tier automatically, and you lose access to any paid features.
Your free-tier projects (up to three) remain accessible indefinitely, but projects created on paid plans are archived and cannot be opened once your paid subscription expires. Furthermore, cloud storage reverts to 500 MB, and any files exceeding that limit become inaccessible (though they are not deleted immediately).
Refund eligibility and dispute process
Explain Everything does not offer refunds for unused subscription days. In accordance with their Terms of Use, all payments are final once the billing cycle commences. Nevertheless, if you believe you were charged in error after cancellation, or if the company continued charging despite your confirmed cancellation, you have grounds to dispute the charge.
- Contact your bank or payment provider (credit card issuer or digital wallet operator) within 60 days of the disputed charge
- Provide your cancellation confirmation screenshot as evidence
- Request a chargeback or refund for the erroneous transaction
- If the dispute is denied, escalate to MyCC (Malaysian Competition Commission) at 03-2200 2882
- File a written complaint with copies of all correspondence and proof of cancellation
Common mistakes that delay or prevent cancellation
Cancellation is rarely complicated, but these preventable errors frustrate users and result in failed attempts. Stay alert to these traps, and you will cancel smoothly.
Cancelling in the wrong location
The single most common mistake is attempting to cancel through the wrong channel. Attempting to cancel a web subscription via Apple or Google Play, or vice versa, never works. The two systems do not communicate, so your cancellation simply does not register. Verify your original subscription method before taking any action.
Closing your account instead of cancelling the subscription
Some users delete their account entirely, believing this stops charges. Account deletion does not cancel your subscription; it merely removes your login credentials. The billing relationship persists, and you continue to be charged until you formally cancel the subscription through the original billing channel.
Relying on in-app cancellation buttons that do not exist
Explain Everything does not provide a "Cancel Subscription" button within the mobile app itself. Users who search the app settings waste time and then abandon the attempt. The correct method is always through device settings (Apple) or the Google Play Store website or app.
Missing the confirmation step
Some users click "Cancel" but then close the page before confirming the final prompt. Consequently, the cancellation is not processed. Always wait for the confirmation message and screenshot it immediately.
Checklist: confirm your cancellation is complete
Use this checklist to verify that your cancellation succeeded and your account is protected.
| Action | Completed | Evidence to keep |
|---|---|---|
| Identified subscription channel (web, App Store, or Google Play) | Yes / No | Receipt email from original sign-up |
| Located cancellation option in correct location | Yes / No | Screenshot of subscription settings page |
| Clicked or tapped "Cancel" and confirmed final prompt | Yes / No | Cancellation confirmation message screenshot |
| Received email confirmation from Explain Everything, Apple, or Google | Yes / No | Confirmation email saved to folder |
| Exported all essential projects and files | Yes / No | Downloaded files stored locally or in backup cloud service |
| Monitored bank statement for 30 days post-cancellation | Yes / No | Bank statement record showing no charges after final billing date |
When to contact Explain Everything directly
Most cancellations complete without support contact, but certain situations require direct communication with the company.
Situations requiring support contact
Contact Explain Everything if cancellation buttons do not appear in your account, if you received unexpected charges after cancellation, or if you need clarification on your final billing date. Send your message to [email protected] with the subject line "Subscription Cancellation Request - [Your Email Address]."
Include in your message: your registered email address, your subscription plan name, the date you attempted cancellation, a description of the issue, and a screenshot of your account subscription page if visible. The support team responds during business hours (Monday to Friday, 9 AM to 5 PM Eastern Time).
Escalation to MyCC if support does not respond
If Explain Everything does not respond within 5 business days, or if you are charged after confirmed cancellation and the company refuses to refund, escalate your complaint to the Malaysian Competition Commission. File a consumer complaint at mycc.org.my or call 03-2200 2882. Provide copies of your cancellation confirmation, any correspondence with Explain Everything, and evidence of disputed charges. MyCC investigates breaches of the Consumer Protection Act 1999 and can compel the company to issue refunds or correct billing errors.
Key takeaways and next steps
Cancelling Explain Everything requires identifying your subscription channel, navigating to the correct account settings, and confirming the cancellation prompt. Web subscriptions cancel via Explain Drive, Apple App Store subscriptions cancel through device settings, and Google Play subscriptions cancel through the Play Store app or website. Your access continues until the end of your billing period, and you will not be refunded for unused days. Export your files before cancellation, save your confirmation email, and monitor your bank statement for 30 days to confirm no further charges occur.
Yafee has guided thousands of Malaysian consumers through subscription cancellations by breaking down the legal framework and translating it into actionable steps. Our contract law specialists at Yafee (yafee.com) understand that cancellation confusion often stems from unclear information, so Yafee ensures you know your rights under the Consumer Protection Act 1999 and your precise cancellation path. Whether you are cancelling Explain Everything or any other software subscription, Yafee's structured guidance and legal transparency remove frustration and protect your payment security. Visit Yafee today to explore your cancellation options, verify your legal position, and execute your cancellation with confidence.
Cancellation notice address for Explain Everything
According to the Explain Everything Terms of Use, cancellation notices for Malaysian users must be sent in writing to the designated UK address (since Malaysia is outside the United States). The notice should include your full name, registered email address, subscription plan, and request for immediate cancellation. Send your written notice to:
Explain Everything / Promethean Ltd
United Kingdom address for non-US cancellations
(Refer to Explain Everything Terms of Use for current mailing address)
Email: [email protected]
In practice, email submission to [email protected] with the subject "Cancellation Notice" is accepted and faster than postal mail. Include all identifying information and retain the email receipt as proof of delivery. Nevertheless, if the company disputes receipt, postal registered mail provides legal evidence of notice delivery under Malaysian consumer protection law.
Important warning
- Yafee cannot guarantee that the recipient will process your request.
- Yafee cannot guarantee the accuracy of content modified by the user.
- Yafee cannot prevent the recipient from disputing the legal scope.
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