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Cancel Heygen: Step-by-Step Guide
How to cancel HeyGen and protect your credits in malaysia
What HeyGen is and why malaysian users subscribe
HeyGen is a cloud-based AI video creation platform that lets you generate, edit, and export videos using artificial intelligence avatars and text-to-speech technology. The service runs on a freemium model, meaning you can start at no cost and upgrade to a paid plan only when you need more features or processing capacity.
For Malaysian users, HeyGen operates entirely online. There is no local office, but the platform accepts Ringgit (RM) payments and provides email support in English. The service is particularly popular among content creators, corporate training teams, and small business owners in Malaysia who need video assets without expensive production equipment.
How HeyGen's pricing structure works in malaysia
HeyGen offers four subscription tiers. The Free plan costs RM0.00 and includes limited monthly credits, standard avatar options, and up to three videos per month. Paid plans renew monthly until you cancel, and unused credits expire at the end of each billing cycle-they do not roll over to the next month.
| Plan | Monthly cost (MYR) | Monthly credits | Best for |
|---|---|---|---|
| Free | RM0.00 | 10 credits | Testing the platform |
| Creator | RM120.00 | 100 credits | Individual creators |
| Pro | RM180.00 | 300 credits | Active content teams |
| Business | RM600.00 | 1,000 credits | Enterprises and agencies |
Pricing may fluctuate slightly due to exchange rates. If you subscribed through the Apple App Store or Google Play Store instead of HeyGen's website, your renewal and cancellation must happen in that same billing channel. This is a critical point that many Malaysian users overlook.
Why malaysian users cancel HeyGen
The most common reasons for cancellation include reaching the end of a project, switching to a competing video tool, budget constraints, or discovering that monthly credits exceed actual usage. Some users cancel after realizing that unused credits disappear-a policy that frustrates those expecting credit carryover.
Others cancel because they subscribed via impulse and never fully integrated HeyGen into their workflow. Whatever your reason, the cancellation process in Malaysia is entirely digital and takes fewer than five minutes if you know the correct steps.
Your legal position as a malaysian consumer
Your rights to cancel HeyGen are protected under the Consumer Protection Act 1999 (CPA 1999), Malaysia's primary consumer legislation. Under this framework, HeyGen must provide you with a clear, straightforward method to cancel your subscription, and must not impose hidden barriers or charges for doing so.
What the consumer protection act 1999 guarantees you
The CPA 1999 mandates that service providers must state the contract terms clearly before you pay. For HeyGen, this includes the renewal date, the monthly cost, and the cancellation method. Furthermore, the Act requires that any automatic renewal must be confirmed explicitly by you before the first charge is made.
Under Section 12 of the CPA 1999, suppliers must not engage in misleading or false representations about goods or services. If HeyGen's cancellation process is deliberately obscured or the renewal terms are not clearly displayed at purchase, you may have grounds to lodge a complaint with the Malaysian competition and consumer authority.
Your legal position: You have the right to cancel HeyGen at any time. The company must process your cancellation without penalty, and you retain access to your paid plan until the current billing cycle ends. Unused credits and unused time are not refundable under HeyGen's standard terms, but this must be disclosed in writing at purchase. If it was not, you may escalate the matter to the authorities.
Which authority enforces your cancellation rights in malaysia
The Ministry of Domestic Trade and Cost of Living (formerly the Ministry of Consumer Affairs) oversees consumer complaints in Malaysia. If HeyGen refuses to cancel your account, delays the cancellation, or charges you after you have cancelled, you may file a formal complaint with this authority. Their enforcement body can compel the company to refund unauthorised charges.
Additionally, the Malaysian Communications and Multimedia Authority (MCMC) can intervene if HeyGen's digital practices breach data protection or consumer standards online. Yafee recommends documenting all cancellation attempts, rejection emails, and unexpected charges before escalating to these bodies.
Methods to cancel HeyGen from malaysia
HeyGen offers three cancellation routes: via your web account settings, through the Apple App Store, or through Google Play Store. Your cancellation method must match the platform where you originally subscribed. Consequently, if you signed up on the web but try to cancel in the App Store, your cancellation will fail.
Cancelling HeyGen directly on the website
This is the simplest and most direct route for users who subscribed via heygen.com.
- Log in to your HeyGen account using your email and password.
- If you have multiple accounts, confirm you are logged into the one with the active paid plan.
- Click your account name or profile icon in the bottom-left corner of the dashboard.
- This opens a dropdown menu with account options.
- Select Settings from the menu.
- You will be taken to your account settings page.
- Click on the Plan & Billing tab.
- This displays your current plan, renewal date, and billing history.
- Locate the arrow or dropdown next to the Upgrade button and select Cancel Plan.
- Some versions of the interface show a red "Cancel" link instead.
- Follow the on-screen prompts to confirm your cancellation.
- HeyGen may ask why you are cancelling or offer a discount to retain you.
- You are under no obligation to accept a retention offer.
- Verify your cancellation by returning to Plan & Billing and confirming that your plan now shows Free.
- Save a screenshot of this confirmation for your records.
Cancelling HeyGen via apple app store
If you subscribed through the App Store on iPhone or iPad, you must cancel in the App Store itself, not in your HeyGen account settings.
- Open the Apple App Store app on your iPhone, iPad, or Mac.
- Tap or click the account icon (usually your profile picture) in the top-right corner.
- Select Subscriptions from the menu.
- Find HeyGen in your active subscriptions list.
- Tap or click Edit Subscription.
- Select Cancel Subscription and confirm by tapping or clicking Confirm Cancellation.
- The App Store will show your access end date.
- Save a screenshot of the cancellation confirmation from the App Store.
Cancelling HeyGen via google play store
If you subscribed through Google Play on an Android device, cancel your subscription through the Google Play app or website.
- Open the Google Play Store app on your Android device or visit play.google.com in your browser.
- Tap or click your profile icon in the top-right corner.
- Select Payments and subscriptions from the menu.
- Tap or click Subscriptions.
- Find and select HeyGen.
- Tap or click Cancel subscription and confirm the cancellation.
- Google Play will display your final access date.
- Take a screenshot of the confirmation page for your records.
Timeline and what happens after you cancel
Understanding the post-cancellation timeline helps you avoid confusion and ensures you use your remaining access and credits before they expire.
Immediately after you cancel
HeyGen will send you a cancellation confirmation email to the address registered with your account, usually within 24 hours. This email will state your plan end date (the last day you retain paid access) and confirm that no further charges will be made.
Your access level does not change immediately. You continue to have full access to all features of your paid plan until your billing cycle ends. For example, if you cancel on 15 March and your renewal date was 20 March, you retain Pro access until 19 March at 23:59 (your timezone).
Near the end of your access period
HeyGen does not send automatic reminders when your paid plan is about to expire, so mark your calendar with your plan end date. Three days before your plan reverts to Free, use any remaining credits on videos you want to keep. Download all finished projects as MP4 files and save them to your computer or cloud storage.
After your plan expires, any unused credits vanish. This is non-negotiable under HeyGen's terms. If you have 50 credits remaining on 19 March and your plan ends on 20 March, those credits will be deleted on 20 March at midnight. Yafee advises all Malaysian subscribers to check their credit balance weekly in the weeks before cancellation.
When your plan reverts to free
On your plan end date, HeyGen automatically downgrades your account to the Free tier. You will be able to log in and access the platform, but your monthly credit allowance drops to 10, and you can create a maximum of three videos per month. No refund is issued, and you cannot recover deleted credits.
From this point forward, no charges appear on your bank statement or billing method. If a charge does appear, contact HeyGen support immediately and request a refund. This would constitute an unauthorised charge in breach of the CPA 1999.
Refund policy and what you cannot recover
HeyGen's standard refund policy is restrictive and aligns with many software-as-a-service providers globally. You are entitled to know the key limits before you cancel.
What you will not be refunded for
Unused time in the current billing cycle is not refunded. If you cancel on the 10th of a month with a 15th renewal date, you lose access to five days of paid service without compensation. Unused monthly credits are not refunded and expire immediately upon plan downgrade. Monthly subscriptions cannot be prorated (split and refunded for partial months).
HeyGen does not offer refunds for videos you created using the platform, even if you cancel the day after subscribing. The videos are yours to keep, but the platform cost is not recoverable.
When you may be entitled to a refund despite the policy
The Consumer Protection Act 1999 may override HeyGen's no-refund clause if specific conditions apply. First, if HeyGen failed to disclose the refund policy or the renewal terms clearly before you paid, you may have grounds to request a refund. Second, if HeyGen processed a charge after you cancelled and before your plan end date, you are entitled to a refund of that duplicate charge.
Third, if the platform was unavailable for a substantial period during your billing month (more than 48 consecutive hours) and HeyGen did not offer compensation, you may request a pro-rata refund. Yafee recommends documenting downtime with screenshots and timestamps, then contacting support before escalating to the authorities.
To request a refund outside the standard policy, email [email protected] with your invoice number, cancellation date, and reason for the refund claim. Keep copies of all correspondence. If HeyGen declines your claim unreasonably, you may file a complaint with the Ministry of Domestic Trade and Cost of Living.
Common mistakes that delay or prevent cancellation
Cancellation confusion is frustrating but preventable. Learning from others' mistakes protects your payment method and ensures your cancellation goes through on the first attempt.
Mistake 1: cancelling in the wrong platform
You subscribed on the HeyGen website but logged into the App Store hoping to cancel there. Consequently, your cancellation request fails silently, and HeyGen charges you the following month. This is the single most common cancellation error among Malaysian users. Before you attempt to cancel, confirm where your payment method is linked and where your original invoice is stored.
Mistake 2: cancelling too close to the renewal date
You cancel on 19 March, but your renewal date is 20 March. Depending on HeyGen's processing time and your timezone, the system may process your renewal charge before your cancellation request is verified. If this happens, you will be charged for another month. To avoid this, cancel at least three business days before your renewal date.
Mistake 3: assuming credits roll over after cancellation
You cancel with 75 credits remaining and believe they will carry over to the Free plan. They do not. All unused credits are forfeited. Before cancelling, use your credits to generate and export videos, or accept that they will be lost.
Mistake 4: not confirming cancellation in writing
You click Cancel in your account settings but never save the confirmation email or screenshot. Later, HeyGen charges you again, and you have no proof that you cancelled. Always save confirmation emails and account screenshots showing your plan is now Free. These documents are essential if you need to dispute a charge with your bank or escalate to the authorities.
Pricing comparison and when to stay versus cancel
Before you commit to cancellation, compare the cost of staying subscribed to HeyGen against switching to a competitor or downgrading to the Free plan. This analysis helps you make a financially sound decision.
| Scenario | Monthly cost (MYR) | Monthly videos | Best choice |
|---|---|---|---|
| Inactive creator | RM0.00 (Free) | 3 | Downgrade now, cancel later |
| Part-time content creator | RM120.00 | 8-12 | Stay on Creator plan |
| Active team | RM180.00 | 20-30 | Stay on Pro plan |
| High-volume production | RM600.00 | 100+ | Stay on Business plan or negotiate custom rate |
| Switching to competitor | Variable | Variable | Download all videos first, then cancel |
If your usage has dropped but you are still producing occasional videos, downgrading to the Creator plan (RM120.00 per month) is often cheaper than cancelling entirely and paying a competitor. Nevertheless, if you are not opening HeyGen more than once a month, cancellation and downgrade to Free makes financial sense.
Checklist before and after cancellation
Use this checklist to ensure your cancellation is successful and all your work is preserved.
Before you cancel
- Note your current plan name, monthly cost, and renewal date.
- Screenshot your Plan & Billing page for records.
- Check your remaining monthly credits and plan expiration date.
- Confirm which platform you originally subscribed through (web, App Store, or Google Play).
- Download and save all finished video projects to your computer.
- Export any videos you are still editing and save them as backups.
- Create a new invoice PDF for your accountant or records.
- Note the date and time you plan to cancel.
After you cancel
- Save your cancellation confirmation email from HeyGen.
- Screenshot your Plan & Billing page showing Free plan status.
- Mark your calendar with your plan end date (the last day of paid access).
- Check your bank or payment method statement five days after cancellation to confirm no charge is pending.
- On your plan end date, log in and confirm your account has downgraded to Free.
- Keep all cancellation documentation for 12 months in case a dispute charge appears.
- If you are charged after cancellation, contact support immediately with your cancellation confirmation email.
Contacting HeyGen support and escalation routes
HeyGen provides support entirely through digital channels. There is no Malaysia office or local phone line, and the company does not publish a mailing address for cancellation requests.
HeyGen's support channels
Email support is available at [email protected]. Response times typically range from 24 to 72 hours, depending on your query complexity. Live chat is available on the HeyGen website during business hours (Pacific Time, US), which may not align with Malaysian daytime hours.
If you are unable to cancel through your account settings or if HeyGen refuses your cancellation request, email [email protected] with the following information:
- Your HeyGen account email address.
- Your full name as it appears on the account.
- Your current subscription plan and renewal date.
- A screenshot of your failed cancellation attempt (if applicable).
- Your request: "I request immediate cancellation of my HeyGen subscription effective today."
- A copy of your most recent invoice.
Send this email from the address registered with your HeyGen account. Keep a copy for your records and note the date you sent it.
Escalation to malaysian consumer authorities
If HeyGen does not respond to your cancellation request within seven business days, or if the company refuses to cancel without valid legal reason, you may escalate your complaint to the Ministry of Domestic Trade and Cost of Living. Yafee recommends filing a formal complaint if HeyGen:
- Charges you after you have cancelled.
- Refuses to process your cancellation request.
- Delays your cancellation beyond five business days.
- Does not refund duplicate charges or fees resulting from their error.
To file a complaint, visit the ministry's official website or visit their office in person. Bring copies of all cancellation requests, confirmation emails, screenshots, and bank statements showing the disputed charges. The ministry will investigate and may compel HeyGen to refund unauthorised charges or correct your account status at no cost to you.
Why you should use yafee to manage your subscriptions
Cancelling HeyGen is straightforward once you know the steps, but managing multiple subscriptions across different platforms becomes complex fast. Yafee is a subscription management platform that helps you track all your digital services in one place, monitor upcoming renewal dates, and process cancellations with confidence.
Yafee's service includes reminders before your renewal date, clear guidance on each platform's cancellation method, and legal support if a company refuses your request or charges you after cancellation. Thousands of Malaysian consumers use Yafee to avoid surprise charges and reclaim control of their subscriptions. Yafee also stores copies of all your cancellation confirmations so you have proof if a dispute arises months later.
By using Yafee, you eliminate the risk of forgetting a cancellation date, cancelling in the wrong place, or losing documentation of your cancellation request. The platform has helped thousands of consumers cancel unwanted subscriptions and dispute fraudulent charges with regulatory authorities.
Summary and your next steps
Cancelling HeyGen in Malaysia is simple if you follow the correct procedural steps. You have the right to cancel at any time under the Consumer Protection Act 1999, and HeyGen must process your request without penalty or hidden charges. Unused credits are forfeited, and no refund is issued for the remaining billing cycle-but this must be stated clearly at purchase.
Cancel directly in your HeyGen account settings (Settings > Plan & Billing > Cancel Plan), or in the app store where you originally subscribed. Save your confirmation email and screenshot your account status. If you subscribed through the web, cancel on the web. If you subscribed through the App Store or Google Play, cancel in that same platform only.
Before you cancel, download all finished videos, use remaining credits, and note your plan end date. After cancellation, monitor your bank statement for any unexpected charges. If HeyGen charges you after your cancellation, contact support immediately with your cancellation confirmation, and escalate to the Ministry of Domestic Trade and Cost of Living if the company does not refund the charge within 14 days.
Start your cancellation today by logging into your HeyGen account and navigating to Plan & Billing. If you manage multiple subscriptions and want to avoid cancellation confusion in the future, Yafee has helped thousands of consumers manage, track, and cancel their digital services with complete transparency and legal protection.