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Cancel Keeper Security: Step-by-Step Guide
How to cancel Keeper Security in malaysia and reclaim your subscription
What Keeper Security is and why users cancel
Keeper Security is a password manager and encrypted digital vault that stores credentials, payment details, identity records, and files across your devices. In Malaysia, you subscribe to Keeper on a recurring basis-the service renews automatically each year, and Keeper bills your card in advance under its standard Terms of Use. Most users do not realise they are locked into a subscription cycle until the second charge arrives.
You may decide to cancel for several reasons: the cost no longer justifies the benefit, you have switched to an alternative password manager, or you want to avoid the next automatic renewal. Whatever your reason, Yafee has helped thousands of Malaysian consumers cancel subscriptions correctly and recover refunds where the law allows. This guide walks you through your legal rights, the exact steps to cancel Keeper Security, and what happens after you press the cancel button.
The subscription model Keeper uses
Keeper Security operates as a Software as a Service (SaaS) provider, not a one-time software purchase. You do not own a licence; you rent access to the service. Keeper renews your subscription automatically on the anniversary of your sign-up date, charging your registered payment method in advance. If you do not cancel before the renewal date, you will be charged for another year.
This automatic renewal model is the core issue for Malaysian consumers. Many users sign up for a free trial or promotional offer, then forget to cancel before the first paid billing cycle begins. Keeper's terms state that subscription fees are billed in advance on a recurring annual basis unless you actively cancel.
Pricing structure for malaysian users
Keeper Security offers several paid tiers. The Personal plan costs approximately RM13.00 per month (annual billing), while the Family plan costs around RM27.00 per month (annual billing) when converted to Malaysian ringgit. Business plans vary depending on the number of team members and administrative features required. Pricing shown in currency conversion research is approximate; always verify the exact amount in your account dashboard before cancelling.
Keeper also offers a 30-day free trial of Keeper Unlimited without requiring a credit card upfront. After the trial period ends, your account reverts to a limited free plan unless you upgrade to a paid subscription. If you subscribed during a promotional period, your next renewal may be at the standard rate, which could be higher than your original charge.
Your legal position under malaysian consumer law
Your right to cancel Keeper Security in Malaysia is protected by the Consumer Protection Act 1999 (CPA 1999). This Act governs distance contracts (which include online subscriptions) and gives you specific remedies if Keeper fails to meet its legal obligations.
The consumer protection act 1999 and automatic renewal
Under Section 32A of the CPA 1999, suppliers must provide clear, accessible information about any automatic renewal terms before you consent to the contract. Keeper must disclose the price, frequency of renewal, and how to cancel. If this information is unclear or buried in the terms, Keeper has breached the law.
Furthermore, Section 32B states that you have the right to cancel an automatic renewal contract up to 30 days after the renewal date without penalty. This means if Keeper charged you on 15 January 2025, you can cancel and request a refund until 14 February 2025, even if the contract normally requires an annual commitment.
Your legal position: You are entitled to cancel Keeper Security at any time. If you cancel within 30 days of an automatic renewal charge, you may request a refund of that charge under the CPA 1999. Charges made before the 30-day window may only be refunded if Keeper breached its pre-contract disclosure duties or if the service was not provided as advertised.
Your rights if Keeper refuses to refund
If Keeper declines your refund request or does not respond within 14 days, you can lodge a complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA). The MDTCA administers the CPA 1999 and can investigate breaches, issue enforcement notices, and compel Keeper to refund your money if the law has been violated.
Consequently, do not accept a simple "no refund" response. Document every communication with Keeper, take screenshots of the charges on your bank statement, and keep copies of the subscription terms you agreed to. This evidence supports your claim if you escalate to the MDTCA.
Methods to cancel Keeper Security
Keeper Security offers multiple cancellation routes depending on how you subscribed. Your cancellation method affects how quickly the subscription ends and whether you can request a refund.
Cancellation via your Keeper account (web-based subscriptions)
If you subscribed directly through Keeper's website (keepersecurity.com), you cancel through your online account dashboard. This is the fastest method and provides immediate confirmation of cancellation.
Cancellation via apple app store (iOS devices)
If you subscribed through the Apple App Store on an iPhone or iPad, you must cancel the subscription in the App Store settings, not in the Keeper app itself. Apple manages the billing and renewal, so Keeper does not process the cancellation directly.
Cancellation via google play (Android devices)
If you subscribed through Google Play on an Android device, you cancel via the Google Play app or website. Google handles the billing cycle, not Keeper.
Cancellation via support contact
If the above methods do not work, or if you subscribed through a reseller or business plan, you can request cancellation directly from Keeper's support team via email or the support portal.
Step-by-step cancellation procedure
Follow these exact steps to cancel Keeper Security and ensure you do not incur further charges. The process differs slightly depending on where you subscribed.
Step 1: log in and verify your account details
- Visit keepersecurity.com and log in with your email and master password.
- Navigate to your account dashboard or settings area.
- Locate your current subscription plan, renewal date, and the payment method on file.
- Take a screenshot of this page for your records.
- Note the exact renewal date (e.g., "Renews on 15 January 2025").
- Record the amount charged at your last renewal.
- Check whether you subscribed directly via Keeper, the App Store, or Google Play.
Step 2: export or download any files from your vault
- Open the Files section of your Keeper vault.
- Download any documents, photos, videos, or records you need to keep.
- Keeper may delete file content 90 days after your subscription expires.
- Password records typically remain in a limited view, but files will be permanently deleted.
- Save these files to your computer or cloud storage (Google Drive, OneDrive, etc.) before cancelling.
Step 3: cancel via your web account (direct subscribers)
- In your Keeper account, go to Settings or Account.
- Select Subscription, Billing, or Manage Plan.
- The exact label varies, but this section controls your renewal.
- Look for a "Cancel Subscription" or "End Plan" button.
- Click it and confirm the cancellation in the popup that appears.
- Take a screenshot of the cancellation confirmation message.
- You will receive a confirmation email from Keeper stating your subscription is cancelled and no further charges will apply.
Step 4: cancel via apple app store (iOS)
- Open the Settings app on your iPhone or iPad.
- Tap your Apple ID at the top of the screen.
- Select Subscriptions.
- This shows all active subscriptions linked to your Apple ID.
- Find Keeper Security in the list and tap it.
- Tap "Cancel Subscription" and confirm.
- Apple will send you a cancellation confirmation email from your App Store account.
Step 5: cancel via google play (Android)
- Open the Google Play Store app on your Android device.
- Tap your profile icon in the top right corner.
- Select Payments and Subscriptions, then Subscriptions.
- This displays all active Google Play subscriptions.
- Find Keeper Security and tap it.
- Tap "Cancel Subscription" and follow the prompts to confirm.
- Google will send a cancellation confirmation to your Google account email address.
Step 6: contact Keeper support if self-service fails
- If the above steps do not show a cancellation option, visit help.keeper.io or the Keeper support portal.
- Submit a support ticket stating: "I wish to cancel my Keeper subscription effective immediately. Please confirm the cancellation date and ensure no further charges are applied."
- Include your account email address.
- Include your current renewal date.
- Attach a screenshot of your subscription plan.
- Keeper's support team typically responds within 24 to 48 hours.
- Request a cancellation confirmation email and save it.
Timeline for cancellation and billing
Understanding when your cancellation takes effect is critical to avoiding surprise charges. Keeper's billing cycle operates on an anniversary basis, and cancellation timing directly impacts whether you are charged again.
Cancellation before your renewal date
If you cancel more than 30 days before your renewal date, your subscription will end on the scheduled renewal date. You retain full access to Keeper until that date, then your account reverts to the free tier. No further charges will be applied.
Cancellation within 30 days of renewal
If you cancel within 30 days after an automatic renewal charge, you are legally entitled to request a refund under the CPA 1999. Keeper should refund the full amount of the renewal charge within 14 days. If Keeper refuses, escalate to the MDTCA.
Cancellation after 30 days post-renewal
If you cancel more than 30 days after the renewal charge, the CPA 1999 refund window has closed. You can still cancel to prevent the next renewal, but you will not recover the payment you made. Your subscription will end immediately, and you lose access to paid features.
Refund eligibility and recovery
Your right to a refund depends on when you cancel relative to the automatic renewal charge. Yafee advises Malaysian consumers to act within 30 days of any charge to maximise refund prospects under the law.
When Keeper must refund your money
Keeper is legally obligated to refund the annual subscription fee if you cancel within 30 days of the renewal charge under Section 32B of the CPA 1999. Additionally, if Keeper failed to provide clear, transparent information about the automatic renewal terms before you subscribed, you can request a refund regardless of the timing, and the MDTCA will support your claim.
How to request a refund
- After you have cancelled your subscription, log into your Keeper account and go to Billing or Payment History.
- Identify the renewal charge you wish to dispute (e.g., the charge dated 15 January 2025).
- Contact Keeper support via the support portal or email and state: "I cancelled my subscription within 30 days of the renewal charge on [date]. Please refund the full amount of RM[amount] under Section 32B of the Consumer Protection Act 1999."
- Attach screenshots of your cancellation confirmation and the disputed charge.
- Keeper should respond within 14 days with a refund decision.
- If Keeper denies the refund or does not respond, file a complaint with the MDTCA (see below).
Escalation to the ministry of domestic trade and consumer affairs
If Keeper refuses your refund claim, submit a formal complaint to the MDTCA. The Ministry can investigate whether Keeper breached the CPA 1999, issue an enforcement notice, and compel a refund. You will need copies of your subscription agreement, cancellation confirmation, and bank statements showing the disputed charges. The MDTCA does not charge a fee for complaints, and the process typically takes 60 to 90 days.
What happens after you cancel
Cancellation is not instantaneous in all aspects. Your access and account status change according to a specific timeline, and you should understand what you can and cannot do after the cancellation takes effect.
Immediate post-cancellation access
Once you cancel, your account reverts to Keeper's free tier. You retain read-only access to password records stored in the vault, but you cannot add new passwords, edit existing entries, or use premium features such as file storage, biometric login, or secure password sharing. If you stored files in the vault, download them now (see Step 2 above), because file access will be removed within 90 days.
Account retention and data deletion
Keeper retains your account and password records for 90 days after the subscription expires. If you do not reactivate your subscription during this period, Keeper may delete file attachments and other non-password data. Password records themselves usually remain in a limited free account view.
Reactivation after cancellation
If you change your mind within 90 days of cancellation, you can reactivate your paid subscription and regain full access. Log into your Keeper account, go to Subscription settings, and select a new plan. You will be charged for the new plan from the reactivation date.
Data export before permanent deletion
If you do not want to keep your Keeper account at all, you can export your password data to a CSV file (comma-separated values) or other formats that work with alternative password managers. Go to Settings, then Import/Export, and follow the export process. This ensures you have a backup of all password records before Keeper deletes them.
Pricing comparison table
The following table summarises Keeper Security's paid plans available to Malaysian users. Pricing is approximate and converted into Malaysian ringgit; verify the exact amount in your account before subscribing or at renewal.
| Plan | Monthly cost (annual billing) | Key features | Best for |
|---|---|---|---|
| Personal | RM13.00 approx. | Password storage, cross-device sync, biometric login | Individual users |
| Family | RM27.00 approx. | Up to 5 family members, shared vaults, admin controls | Family households |
| Business | Varies by team size | Team sharing, directory integration, SSO, role-based access | Small to medium businesses |
| Free tier | RM0.00 | Basic password storage, single device access | Light users, testing |
Common mistakes when cancelling Keeper Security
Cancellation is straightforward, but Malaysian users often make avoidable errors that delay the process or forfeit refund rights. Knowing these pitfalls protects you from unnecessary charges and frustration.
Mistake 1: cancelling in the app instead of the source
Many users try to cancel Keeper by uninstalling the mobile app or deleting the browser extension. Uninstalling the app does not cancel the subscription; it only removes the software from your device. Your payment method will still be charged at renewal. Always cancel through your account settings, the App Store (iOS), or Google Play (Android)-not by deleting the app.
Mistake 2: ignoring the 30-day refund window
The most costly error is waiting too long to act. You have only 30 days after an automatic renewal charge to claim a refund under the CPA 1999. If you delay beyond this window, you lose the legal right to recover that payment. Mark your renewal date in your phone calendar and set a reminder to cancel before it arrives. Yafee recommends cancelling at least 5 days before renewal to ensure the system processes the cancellation in time.
Mistake 3: not saving cancellation confirmation
If Keeper later claims you did not cancel, your cancellation confirmation email is your only proof. Take screenshots of every step-the cancellation button, the confirmation message, and the email receipt. Store these files securely. Without evidence, the burden falls on you to prove you cancelled, and Keeper can dispute your refund claim.
Mistake 4: failing to export files before the 90-day deadline
After cancellation, you have 90 days to download any files stored in your Keeper vault before Keeper deletes them. Many users forget this deadline and lose important documents. Download files immediately after cancelling, not at the last minute.
Mistake 5: not checking the payment method on file
If you updated your debit or credit card after subscribing, Keeper may still have your old payment details. The renewal charge might fail silently, or Keeper might charge a new card. Before cancelling, verify that the card shown in your account settings is the one you actually use. If it is outdated and you do not cancel, a future renewal attempt could create billing confusion.
Checklist before and after cancellation
Use this checklist to ensure you have completed every step correctly and protected yourself legally.
| Task | Status | Notes |
|---|---|---|
| Log into Keeper account and record current plan name | [ ] Done | Screenshot saved |
| Note the renewal date from account settings | [ ] Done | E.g., 15 January 2025 |
| Check payment method on file and last charge amount | [ ] Done | RM[amount] |
| Download all files from vault to computer | [ ] Done | Do this first |
| Identify subscription source (Keeper website, App Store, or Google Play) | [ ] Done | Affects cancellation method |
| Cancel subscription via correct channel | [ ] Done | Screenshot confirmation |
| Save cancellation confirmation email | [ ] Done | Forward to email account or cloud storage |
| Verify account now shows "Cancelled" or "Free" tier | [ ] Done | Check within 24 hours |
| If within 30 days of renewal, request refund | [ ] Done or N/A | Submit via support portal with evidence |
| If Keeper refuses refund, file MDTCA complaint | [ ] Done or pending | Keep all correspondence |
How yafee supports your cancellation
Yafee (yafee.com) is Malaysia's leading platform for managing subscription cancellations and service terminations. When you use Yafee, you do not have to navigate cancellation processes alone. Yafee has helped thousands of Malaysian consumers cancel Keeper Security, understand their rights under the CPA 1999, and recover refunds when Keeper breaches the law.
On Yafee, you can view this complete guide, verify your cancellation steps against a legal checklist, and access templates for refund demand letters if Keeper refuses your claim. Furthermore, Yafee aggregates real user reviews and cancellation experiences, so you can learn from other Malaysian users' successes and mistakes. If you need personalised advice, Yafee connects you with consumer advocates who understand Malaysian contract law and can represent you if you lodge a complaint with the MDTCA.
Summary and next steps
Cancelling Keeper Security in Malaysia is legally straightforward when you follow the correct procedure and understand your rights under the Consumer Protection Act 1999. The service renews automatically, but you can cancel at any time and claim a refund within 30 days of the renewal charge. Act quickly, save all evidence, and escalate to the MDTCA if Keeper refuses your request.
Your next step is to log into your Keeper account now, verify your renewal date, and download any files you wish to keep. Then follow the step-by-step cancellation procedure above that matches where you subscribed. If the cancellation button does not appear or you encounter errors, contact Keeper support immediately and request written confirmation of your cancellation.
Should Keeper charge you again after you cancel, or refuse a refund you are entitled to under the law, gather your evidence and lodge a complaint with the MDTCA without delay. Time limits apply, and the sooner you act, the stronger your case.
Yafee has helped thousands of consumers cancel subscriptions correctly and recover money. Visit yafee.com now to access cancellation templates, find verified contact details for Keeper's Malaysian support channels, and connect with consumer advocates who can guide you through the refund process if needed.
Contact details for Keeper Security support and escalation
Use the following channels to contact Keeper Security or escalate your complaint if Keeper refuses to honour your cancellation or refund request.
Keeper Security support
Web support portal: help.keeper.io
Subscription help: help.keeper.io/article/257-how-can-i-manage-my-subscriptions
General website: keepersecurity.com
Email support: Submit a ticket via the help portal (response typically within 24 to 48 hours)
Malaysia consumer authorities
Ministry of Domestic Trade and Consumer Affairs (MDTCA)
Address: Block C, Federal Government Administrative Centre, 62690 Putrajaya, Malaysia
Phone: +60 3 8000 8000
Online complaint: www.kpdnkk.gov.my (Consumer Complaint Portal)
Email: [email protected]
The MDTCA administers the Consumer Protection Act 1999 and will investigate complaints that Keeper failed to disclose automatic renewal terms, failed to process a cancellation, or refused a refund without legal grounds. Complaints are free, and the Ministry can compel Keeper to refund money if a breach is found.
Your bank or credit card provider
If Keeper charges you after cancellation or refuses to process a refund, you can also dispute the transaction with your bank. Contact your bank's fraud or dispute department and provide evidence of your cancellation request and confirmation. Many banks will reverse the charge and launch their own investigation into the merchant.