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Frequently asked questions
Cancel Keeper: The Right Way
How to cancel Keeper in malaysia and protect your data before you go
What Keeper is and how it charges you
Keeper is a subscription-based password manager and digital vault that encrypts your login details, sensitive files, and secure notes across all your devices. The service syncs automatically and lets you share records securely with family members or team members, depending on your plan tier. In Malaysia, Keeper is sold directly through its website at keepersecurity.com, and subscription terms are governed by the Terms of Use published there.
The critical point for Malaysian users is this: Keeper operates on auto-renewal. Once your subscription begins - whether after a free trial or as a paid plan from day one - Keeper will charge your registered payment method on every billing anniversary unless you cancel before that date arrives. Your legal right to cancel before the next charge is established under Malaysia's Consumer Protection Act 1999, which requires vendors to honor cancellation requests made before a recurring charge is processed.
Keeper pricing and plan types in malaysia
Keeper offers personal, family, and business subscription tiers. Personal plans cost RM 4.03 per month and include unlimited password storage, multi-device sync, biometric login, and secure record sharing. Family plans cost RM 8.57 per month and add five private vaults, 10GB of file storage, breach monitoring, and family account administration.
Business subscriptions are priced per user per month. Business Starter costs RM 2.00 per user, Business costs RM 4.00 per user, and Enterprise costs RM 6.00 per user. Higher tiers unlock team sharing, single sign-on (SSO), directory integration (LDAP/Active Directory), and developer APIs. Many users sign up during a free trial and forget to cancel before conversion to a paid plan, which is a common trigger for unexpected charges.
| Plan type | Monthly cost (MYR) | Key features |
|---|---|---|
| Personal | RM 4.03 | Unlimited passwords, unlimited devices, biometric login |
| Family | RM 8.57 | 5 private vaults, 10GB storage, breach monitoring, family sharing |
| Business Starter | RM 2.00 per user | Team sharing, admin controls, delegated administration |
| Business | RM 4.00 per user | SSO/SAML, directory integration, team controls |
| Business Enterprise | RM 6.00 per user | SCIM provisioning, advanced API access, dedicated support |
Where Keeper subscriptions are sold and how billing works
Keeper subscriptions can originate from three different channels: the Keeper website (keepersecurity.com), the Apple App Store (iOS), or Google Play (Android). Your cancellation path depends entirely on which channel processed your purchase. If you subscribed through the Keeper website, you must cancel through your Keeper account dashboard. If you subscribed through App Store or Google Play, deleting the Keeper app from your phone will not stop the charge; you must cancel the subscription through the app billing interface itself.
This distinction is crucial because many Malaysian users delete the app and assume they have cancelled, only to discover three months later that their card has been charged repeatedly. Yafee has documented this issue across multiple subscription services, and the pattern is always the same: the billing relationship exists separate from the software installation.
Your consumer rights and what malaysian law guarantees
Malaysia's Consumer Protection Act 1999 (CPA 1999) is the primary legal framework protecting your right to cancel subscription services. Under the CPA 1999, any trader who supplies goods or services on a recurring basis must provide you with a clear mechanism to cancel before the next billing cycle. Furthermore, any charge that occurs after you submit a valid cancellation request is considered a breach of your consumer rights, and you may seek a refund through the trader or escalate to the Malaysian Ministry of Domestic Trade and Consumer Affairs (MDTCA).
Your legal position as a malaysian consumer
You have three core rights under Malaysian consumer law:
- Right to cancel at any time. Unless the Terms of Use stipulate a minimum contract period (and Keeper's do not), you may cancel your subscription at any point without penalty or additional fees.
- Right to be charged only once per billing cycle. If you cancel before your renewal date, Keeper must not charge your payment method. Any charge after a valid cancellation request is a breach of the CPA 1999.
- Right to escalate to the MDTCA. If Keeper refuses to honor your cancellation or disputes a charge after you submit proof of cancellation, you may lodge a complaint with the MDTCA, which has enforcement power to compel refunds and impose penalties on non-compliant traders.
In practice, this means that if you cancel Keeper today and a charge appears on your card tomorrow, you are entitled to demand a refund. Yafee recommends saving all cancellation confirmations and correspondence, because the MDTCA will ask for written evidence of your cancellation request if a dispute arises.
How to cancel Keeper step by step
Your cancellation process varies depending on where you subscribed. Follow the path that matches your purchase channel to avoid the common trap of cancelling in the wrong place.
Step one: gather your account details and save your data
Before you cancel, export or manually note all the passwords, secure notes, and shared records you intend to keep. Keeper does not delete your vault data immediately upon cancellation, but upon cancellation your access will end once the current billing period closes. To retrieve your data safely, log in to your Keeper account now and take these actions:
- Open your Keeper account on keepersecurity.com or in the Keeper app.
- Navigate to your vault and identify records you need to preserve.
- Export passwords and notes to a local document or alternative password manager (Bitwarden, 1Password, or NordPass are common choices).
- Take a screenshot of your current plan name, subscription renewal date, and payment method. This screenshot serves as proof if a dispute arises later.
- Record the email address linked to your Keeper account.
Step two: cancel through the Keeper website (if you subscribed online)
If your subscription was created at keepersecurity.com or auto-renewed via the Keeper website, cancel through your account dashboard:
- Visit keepersecurity.com and log in with your email and master password.
- Navigate to Account Settings or Subscription Settings (this label varies by interface version).
- Locate the "Manage Subscription" or "Billing" section.
- Select your active subscription and click "Cancel Subscription."
- Keeper may present a survey or retention offer; you may skip these prompts and proceed to confirm cancellation.
- You will receive an on-screen confirmation and an email confirmation. Save both.
- Verify that the cancellation confirmation email states your exact cancellation date and confirms no further charges will occur.
Your subscription will remain active until the end of your current billing period. After that date, your access to Keeper ends and no further charges will be assessed. Yafee advises marking your calendar with the final access date so you do not attempt to use the service unexpectedly.
Step three: cancel through the apple app store (if you subscribed on iPhone or iPad)
If you subscribed to Keeper through the Apple App Store, you must cancel the subscription through your Apple ID settings. Deleting the Keeper app alone will not cancel the subscription:
- Open the Settings app on your iPhone or iPad.
- Tap your name at the top of the screen.
- Select "Subscriptions" or "iTunes and App Store."
- Locate "Keeper" in your active subscriptions list.
- Tap "Keeper" and select "Cancel Subscription."
- Confirm the cancellation when prompted.
- You will see on-screen confirmation. Screenshot this confirmation for your records.
- Check your email for an Apple cancellation confirmation (sent to your Apple ID email address).
Your subscription access through the App Store continues until the end of the current billing period. After that date, you will not be able to unlock the paid features in the Keeper app (though you may still view exported data stored locally).
Step four: cancel through google play (if you subscribed on android)
If you subscribed to Keeper through Google Play, cancel the subscription in the Google Play Store app or Google Play website:
- Open the Google Play Store app on your Android device or visit play.google.com on your browser.
- Tap the profile icon (top right) and select "Payments and subscriptions."
- Choose "Subscriptions" and locate "Keeper" in the list.
- Tap "Keeper" and select "Cancel subscription."
- You will be asked to confirm; select "Cancel subscription" again.
- Screenshot the confirmation screen.
- Check your email (associated with your Google account) for a cancellation confirmation from Google Play.
Your Keeper subscription through Google Play remains active until the end of the current billing cycle. Yafee recommends setting a phone reminder for one day before that date so you can ensure your data has been exported.
Step five: contact Keeper directly for cancellation disputes or confirmation
If you are unable to cancel through the above channels, or if you wish to obtain written confirmation that your cancellation has been processed, contact Keeper's Malaysian support representative directly:
- Email: [email protected]
- Phone: +6012 569 4577
- Keeper Help Centre: help.keeper.io/article/257-how-can-i-manage-my-subscriptions
In your cancellation email, include:
- Your Keeper account email address.
- The date you subscribed or the subscription plan name.
- Your current renewal date (from your account screenshot).
- A clear statement: "I hereby request cancellation of my Keeper subscription effective immediately."
- Your preferred contact email and phone number.
Request a written cancellation confirmation and keep a copy of both your email and Keeper's reply. This correspondence becomes vital evidence if a disputed charge appears later.
What happens after you cancel and how to verify
Cancellation does not mean your data disappears at once. After you submit a cancellation request, Keeper will honor access through the end of your current billing period. Once that period closes, your account access terminates permanently, and you cannot recover passwords or files from Keeper.
Confirming your cancellation has taken effect
To verify that your cancellation has been processed correctly, perform these checks:
- Log in to your Keeper account one week after cancellation. You should see a message confirming that your subscription will end on a specific date (your final billing date).
- Check your registered payment method's transaction history. No new Keeper charge should appear after your renewal date.
- If you cancelled through App Store or Google Play, open the Subscriptions section again and confirm "Keeper" no longer appears in the active subscriptions list.
- Retrieve the cancellation confirmation email from Keeper and store it permanently (in an email folder or printed document).
What to do if you see a charge after cancellation
If a charge appears on your card after your cancellation was confirmed, this indicates an error or, in rare cases, a failure by Keeper to honor your cancellation request. Take these actions immediately:
- Do not assume the charge will reverse automatically; initiate a dispute actively.
- Gather all proof of cancellation: screenshots, confirmation emails, and correspondence with Keeper.
- Contact your bank or card issuer and explain that you cancelled a subscription before the charge date. Provide your cancellation confirmation email. Request a chargeback or reversal.
- Simultaneously, email Keeper at [email protected] with the subject line "Unauthorized charge after cancellation" and attach your cancellation confirmation and the charge screenshot from your bank statement. Demand a refund within 7 days.
- If Keeper does not respond or refuses a refund within 7 days, lodge a complaint with the Malaysian Ministry of Domestic Trade and Consumer Affairs (MDTCA) at 03-8000 8000 or online at www.kpdnkk.gov.my. The MDTCA has the power to compel refunds and fine traders who breach the Consumer Protection Act 1999.
Under the CPA 1999, you are entitled to a full refund of any charge incurred after a valid cancellation request. Yafee has documented successful MDTCA interventions in cases where traders refused refunds, so do not hesitate to escalate if needed.
Refunds, retention, and final charges
Keeper does not typically issue refunds for partial months. If you cancel mid-billing-cycle, your account access continues until the next renewal date, and no proration or refund is applied. This is standard across most subscription services in Malaysia.
When a refund is due to you
You are entitled to a refund in these situations:
- Unauthorized charge after cancellation. If Keeper charges your card after you submitted a valid cancellation request, the charge must be reversed in full.
- Billing error. If you were charged twice in one billing cycle, the duplicate charge must be refunded.
- Service failure. If Keeper was inaccessible for an extended period and you cancelled as a result, you may claim a pro-rata refund for the affected period. (This is rare and requires escalation to the MDTCA.)
- Retention incentive not honored. If Keeper offered a discount or credit to retain you and failed to apply it, demand the refund before cancellation takes effect.
To claim a refund, email [email protected] with a detailed explanation, the transaction ID from your bank statement, and the date of cancellation. Allow 7 business days for a response. If Keeper refuses, contact the MDTCA.
Common mistakes that cost malaysian users money
Cancellation is straightforward once you know the right steps, but a few traps catch users repeatedly. These mistakes are entirely avoidable with the right information.
Mistake one: deleting the app instead of cancelling the subscription
This is the single most common error. Removing Keeper from your phone, tablet, or computer does not cancel the subscription. The billing relationship remains active with Apple, Google, or Keeper directly, and your card will be charged on the renewal date. You must explicitly cancel the subscription through the billing platform, then delete the app. The app deletion is optional and secondary.
Mistake two: cancelling in the wrong location
If you subscribed through the App Store but attempt to cancel through the Keeper website, the cancellation will not take effect. The subscription and the billing relationship exist only in the channel where you purchased. You must cancel in the exact channel where you subscribed. If you are unsure, contact [email protected] with your subscription channel, and Keeper can guide you to the correct cancellation path.
Mistake three: not saving your vault data before cancellation
Once your billing period ends and access terminates, you cannot recover data from Keeper. If you have not exported your passwords and notes to another password manager or a secure local file, you will lose them permanently. Spend 10 minutes exporting before you cancel. Bitwarden and 1Password both offer straightforward import functions that accept Keeper exports.
Mistake four: not documenting your cancellation
If a dispute arises weeks later, you will need proof that you cancelled. Screenshot your cancellation confirmation, save the confirmation email, and note the cancellation date in a personal record. Yafee recommends storing all subscription-related emails in a dedicated folder labeled "Cancellations - 2024" so you can retrieve them quickly if needed.
Mistake five: ignoring a charge after cancellation
If you see a charge from Keeper on your card after your stated cancellation date, assume it is an error and dispute it immediately. Do not wait to see if it reverses. Contact your bank and Keeper in parallel, and escalate to the MDTCA if Keeper does not refund within 7 days. The Consumer Protection Act 1999 is on your side, and early action prevents repeated unauthorized charges.
Alternatives to Keeper for malaysian users
If you are cancelling Keeper because you prefer a different password manager or want to reduce subscription costs, several alternatives offer competitive features in Malaysia.
| Password manager | Starting price (approximate) | Key advantage |
|---|---|---|
| Bitwarden | Free tier available; premium RM 2-3/month | Open-source, transparent, lowest cost, easy export |
| 1Password | RM 4-5/month | Polished interface, excellent family plans, strong security |
| NordPass | RM 3-4/month | Integrated VPN option, password generator, user-friendly |
| Dashlane | RM 4-6/month | Built-in password breach monitoring, dark web scanning |
| RoboForm | RM 2-3/month | Affordable, strong autofill, offline access available |
If you are switching from Keeper, most of these services accept Keeper's export format. Most password managers can import your Keeper vault directly or via a CSV file. Contact the alternative service's support team to confirm the import process before cancelling Keeper, so you can perform the migration smoothly.
Summary: your cancellation checklist
Use this checklist to ensure your Keeper cancellation is complete and final:
- Export all vault data to an external file or alternative password manager.
- Take a screenshot of your current Keeper plan name and renewal date.
- Identify your subscription channel: Keeper website, App Store, or Google Play.
- Cancel in the correct channel using the step-by-step guide above.
- Save your cancellation confirmation email and screenshot.
- Log in to your Keeper account one week later to verify cancellation status displays correctly.
- Check your bank statement on your renewal date to confirm no charge appears.
- If a charge appears, contact your bank and email [email protected] immediately with proof of cancellation.
- If Keeper refuses a refund, escalate to the MDTCA at 03-8000 8000.
How yafee helps you cancel subscriptions with confidence
Cancelling Keeper should not require legal expertise or weeks of troubleshooting. Yafee is a contract-law specialist service designed to guide Malaysian consumers through subscription cancellation step by step. Our guides cover the legal framework (Consumer Protection Act 1999), the precise cancellation steps for each platform, and the escalation path if a dispute arises.
Yafee has helped thousands of consumers cancel Keeper and dozens of other subscription services without losing data or paying unauthorized charges. We translate legal rights into plain procedures, cite Malaysian law directly, and provide contact details and templates you can use immediately.
When you use Yafee to cancel, you are not guessing or hoping the cancellation works. You follow documented procedures grounded in your legal rights as a Malaysian consumer. If a problem arises, you have proof of your cancellation request and know exactly which authority to contact (the MDTCA) and what law supports your claim (the Consumer Protection Act 1999).
Visit Yafee at yafee.com to access cancellation guides for Keeper and hundreds of other subscription services sold in Malaysia. Every guide includes the vendor's contact details, cancellation steps per platform, refund procedures, and escalation contacts. Yafee is free to use and available in English (Malaysia).
Keeper contact details and cancellation address
If you need to contact Keeper directly to confirm your cancellation or dispute a charge, use these details:
- Malaysia local contact (sales and billing): Tan Jui Hang ([email protected]) | Phone: +6012 569 4577
- Keeper support email: [email protected]
- Keeper Help Centre: help.keeper.io/article/257-how-can-i-manage-my-subscriptions
- Keeper website: keepersecurity.com
In the event of a billing dispute that Keeper does not resolve within 7 days, escalate your complaint to the Malaysian Ministry of Domestic Trade and Consumer Affairs (MDTCA):
- MDTCA phone: 03-8000 8000
- MDTCA website: www.kpdnkk.gov.my
- Complaint email: (Available on the MDTCA website)
Cancelling Keeper is a straightforward process when you follow the correct channel for your subscription type and document every step. Your rights are protected under Malaysian consumer law, and Yafee is here to ensure you know them. Cancel with confidence.
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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