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Frequently asked questions
Cancel Keepsafe: Step-by-Step Guide
How to cancel Keepsafe in malaysia and protect your photos
What Keepsafe is and why you might want to cancel
Keepsafe is a cloud-based photo and video encryption app that charges a recurring subscription for premium storage and security features. You purchase access through your Apple App Store, Google Play, or Keepsafe's own web account, and unless you cancel before your renewal date, the charge renews automatically at the end of each billing cycle. In Malaysia, you pay in ringgit (RM), but the cancellation process depends entirely on which platform you used to subscribe.
The Keepsafe subscription model in malaysia
Keepsafe operates as a Software-as-a-Service (SaaS) provider. The company, KeepSafe Software, Inc., does not maintain a physical office or dedicated customer service centre in Malaysia. This means you cannot walk into a branch or ring a local phone line to cancel your subscription. Instead, you manage your account through the app store or web portal where you originally subscribed.
The free version of Keepsafe gives you basic hidden storage, but the paid Premium tier unlocks up to 10,000 photos, PIN lock screens, fingerprint authentication, breach tracking, and deleted file recovery. When you subscribe, Keepsafe automatically collects your payment method and will continue charging you unless you take deliberate action to stop it.
Current pricing and what you are paying for
As of the latest data available, Keepsafe charges Malaysian users through the app stores at the following rates:
| Plan | Monthly cost | Annual cost | Best for |
|---|---|---|---|
| Keepsafe Premium (monthly) | RM42.90 | Recurring monthly | Short-term users |
| Keepsafe Premium (annual) | RM8.58/month | RM102.90 | Long-term users |
| Keepsafe Free | RM0 | Free forever | Basic hidden folder |
If you signed up on impulse or no longer use the app, paying RM42.90 per month can add up quickly. This is why Keepsafe cancellation is such a common search in Malaysia, and why it matters to act before your next billing date.
Your consumer rights and how malaysian law protects you
Malaysia's Consumer Protection Act 1999 (the primary consumer protection statute in Malaysia) gives you specific rights when purchasing digital services online. Under this framework, you have the right to cancel a subscription agreement, provided you act within a reasonable timeframe and follow the supplier's stated cancellation procedure.
What the consumer protection act 1999 means for your Keepsafe subscription
The Consumer Protection Act 1999 applies to all goods and services supplied to a consumer in Malaysia, including digital subscriptions. The law requires suppliers to make their terms clear, to honour cancellation requests made before the renewal date, and not to continue charging you after you have cancelled. Furthermore, if a company deducts money from your account after you have cancelled and provided evidence of cancellation, you have grounds to lodge a complaint with the Ministry of Domestic Trade, Cooperatives and Consumerism (MDTCC).
In practice, this means:
- You have the right to cancel Keepsafe without penalty if you act before the next billing date.
- Keepsafe must honour your cancellation request within a reasonable time, typically within 1 to 3 business days.
- If Keepsafe continues to charge you after you have cancelled, you can demand a refund and escalate the complaint to the MDTCC if Keepsafe refuses.
- You are entitled to a receipt or confirmation of your cancellation for your records.
Your legal position when you cancel Keepsafe
Your legal position: You are a consumer purchasing a digital service. Keepsafe is a supplier. Under the Consumer Protection Act 1999, you have the statutory right to cancel your subscription by submitting a cancellation request through the official channel (app store, web account, or support email). You must cancel before the renewal date to avoid the next charge. If Keepsafe refuses to honour your cancellation or continues to bill you, you have grounds to lodge a formal complaint with the MDTCC at (603) 8882 7000 or online at www.mdtcc.gov.my.
Cancellation methods and which one applies to you
Your cancellation method depends on where you purchased your Keepsafe subscription. You must cancel through the same platform where you subscribed, not through a different one. Yafee advises users to identify their subscription source first, because attempting to cancel through the wrong channel will fail and delay your cancellation.
How to identify where you subscribed to Keepsafe
Open your bank or credit card statement and look for the charge that appears every month. If the charge reads "Apple iTunes" or "App Store", you subscribed through Apple. If it reads "Google Play" or "Google Services", you subscribed through Google Play. If it reads "Keepsafe" or "KeepSafe Software, Inc.", you subscribed directly on the web account. This single detail determines your next step.
Alternatively, open the Keepsafe app, tap your profile icon, and select "Subscription" or "Billing". The screen will usually show which platform is managing your subscription. Take a screenshot of this information so you have proof later.
The three cancellation paths
You have three possible routes, depending on your subscription platform:
- Apple App Store: Cancel directly in the App Store settings on your iPhone or Mac.
- Google Play: Cancel directly in the Google Play app or Google account settings on Android.
- Keepsafe web account: Log in to keepsafe.com and cancel through your account dashboard.
Each route has its own cancellation screen and confirmation email. Yafee recommends completing your cancellation through only one method to avoid duplicate cancellation attempts, which can cause confusion if you do not receive a confirmation email from the first attempt.
Step-by-step cancellation guide for each platform
This section walks you through the exact steps to cancel Keepsafe on each platform, with specific tap sequences and what to expect at each screen.
Cancel Keepsafe through apple app store
If you subscribed via your iPhone, iPad, or Mac, follow these steps to cancel your Keepsafe Premium subscription:
- Open the Apple App Store app on your iPhone, iPad, or Mac.
- Tap or click your profile icon in the top right corner.
- Select "Subscriptions" from the menu.
- Find "Keepsafe" in your active subscriptions list and tap it.
- Read the renewal date and price on the subscription details screen.
- Do not tap "Upgrade" or "Manage Plan" yet.
- Scroll down to find the "Cancel Subscription" button.
- Tap "Cancel Subscription".
- Apple will ask you to confirm why you are cancelling. Select a reason or skip this step.
- Tap "Confirm Cancellation" when prompted.
- You will see a message saying your subscription ends on [date]. This is your confirmation.
- Check your email inbox for a confirmation email from Apple within 5 minutes. If you do not receive one, wait 24 hours and check again, as Apple sometimes delays sending these emails.
Your Keepsafe app will continue to work until the end of your current billing cycle. After that date, your account will revert to the free version and you will lose access to Premium features. Download or export any sensitive photos before the end date if you need them.
Cancel Keepsafe through google play
If you subscribed via Android or through a web browser using your Google account, follow these steps:
- Open the Google Play app on your Android device, or go to play.google.com in a web browser.
- Tap your profile icon in the top right corner.
- Select "Payments and subscriptions".
- Tap "Subscriptions".
- Find and tap "Keepsafe" in your active subscriptions.
- Review the renewal date and monthly or annual charge.
- Do not tap "Upgrade" or "Manage Plan".
- Tap "Cancel subscription".
- Google will present a retention screen offering discounts or plan changes. Ignore these offers unless you want to downgrade instead of cancel.
- Tap "Continue cancelling" or "Cancel subscription" (the exact wording varies by region).
- Select a cancellation reason from the list.
- Tap "Cancel subscription" to confirm.
- You will see a confirmation message. Your subscription will end on [date].
- Check your email for a cancellation confirmation from Google Play within 2 to 5 minutes.
If you see a message saying "Your subscription was cancelled", you have successfully completed the process. Your Keepsafe Premium will stop on the renewal date shown on the screen.
Cancel Keepsafe through your web account
If you subscribed directly on keepsafe.com without using an app store, cancel through your Keepsafe account dashboard:
- Go to keepsafe.com and log in with your email address and password.
- Click or tap your profile icon or account name in the top right corner.
- Select "Subscription" or "Billing" from the menu (wording varies).
- Review your current plan, renewal date, and monthly or annual charge.
- Take a screenshot for your records.
- Do not click "Upgrade" or "Change Plan" at this stage.
- Scroll down to find a button labelled "Cancel Subscription", "Cancel Plan", or "Unsubscribe".
- Click this button.
- Keepsafe may offer a retention incentive such as a discount or pause option. Read these carefully, but if you want to cancel, skip them and look for a "Proceed to cancellation" or "Continue" button.
- Confirm your cancellation when prompted. You may be asked to enter your password again for security.
- You will see a confirmation message on screen. Your subscription will end on [date].
- Check your registered email address for a confirmation email from [email protected] within 1 to 24 hours. If you do not receive one, log back into your account to verify the cancellation took effect.
Yafee advises taking a screenshot of the final confirmation screen, as this is your proof of cancellation if you later dispute a charge.
What happens after you cancel your Keepsafe subscription
Cancelling Keepsafe is not an immediate deletion. Your account and data remain intact until the end of your current billing cycle. Understanding the timeline helps you avoid panic if you do not see an immediate change.
Your account status after cancellation
Once you have cancelled, your Keepsafe account enters a "grace period" until the end of your current billing cycle. During this time:
- Your Keepsafe app continues to work with all Premium features active.
- You can still access and download your photos, videos, and documents.
- No further charges will be applied to your payment method.
- You will not receive a refund for the current billing period (you have paid for access until the renewal date).
On the renewal date (the date your subscription was set to charge next), your Premium features will be automatically downgraded to the free tier. You will lose access to advanced storage, breach tracking, and other Premium tools. Your existing photos will remain in your free account, but you will no longer be able to upload new photos if you exceed the free storage limit.
Protecting your photos before the downgrade
Before your cancellation takes effect on the renewal date, export any sensitive or important photos from Keepsafe to ensure you do not lose them. You can do this by:
- Opening the Keepsafe app on your device.
- Selecting the photos or videos you want to save.
- Tapping the share or export button (usually a square with an arrow).
- Choosing "Save to Photos", "Download", or another local storage option.
- Allowing the app permission to access your device storage.
- Waiting for the files to download or save (this can take several minutes for large batches).
Alternatively, if Keepsafe offers a backup or archive feature, use that to create a standalone copy of your encrypted vault before the downgrade takes effect. This way, you keep your data even after your Premium subscription ends.
Refund eligibility and next steps
Keepsafe does not issue refunds for partial billing periods. If you cancel on 15 June and your next billing date is 30 June, you have paid for access until 30 June and will not receive a refund for the remaining 15 days. This is standard practice for SaaS subscriptions and complies with the Consumer Protection Act 1999, provided the terms were made clear at the point of purchase (which they are, via the app store or web account).
However, if you can demonstrate that you were charged after your cancellation request was submitted (for example, you cancelled on 25 June but were charged on 30 June), you have grounds to demand a refund. In this case, contact Keepsafe support at [email protected] with a screenshot of your cancellation confirmation and your bank statement showing the erroneous charge. If Keepsafe refuses, you can escalate to the MDTCC.
Common mistakes when cancelling Keepsafe
Cancellation is straightforward if you follow the steps, but small missteps can leave you paying for another month. The good news is that these mistakes are easily avoidable if you know what to watch for.
Confusing app deletion with subscription cancellation
The most common error is deleting the Keepsafe app from your device thinking this cancels the subscription. It does not. Deleting the app leaves your subscription active and charges continue. You must formally cancel the subscription through the app store or web account before deleting the app. Yafee has helped thousands of users discover that they were still being charged months after removing the app, simply because they never completed the subscription cancellation step.
Cancelling through the wrong platform
If you subscribed via Apple but attempt to cancel through Google Play (or vice versa), the cancellation will fail silently. You will see no error message, and you may incorrectly assume you have cancelled when you have not. Always verify your subscription source by checking your bank statement or opening the Keepsafe app to see which platform is shown as the billing manager.
Stopping at a retention offer instead of completing cancellation
After you tap "Cancel Subscription", most platforms and services will display a retention screen offering discounts, plan downgrades, or pauses. If you do not actively choose one of these alternatives and then click the final "Confirm Cancellation" button, your cancellation may not go through. Read each screen carefully and ensure you reach the final confirmation page that says "Your subscription has been cancelled" or equivalent language.
Forgetting to save your photos before the renewal date
After cancellation, your Premium features will deactivate on your renewal date. If you have not exported your photos by then, you may lose access to them or find yourself scrambling to retrieve them. Export early and often, and store copies in a local folder or cloud service that you control.
Troubleshooting if Keepsafe continues to charge you
If you have followed the cancellation steps but Keepsafe or the app store still charged you after your cancellation date, take these actions immediately:
Verify that cancellation was recorded
Log back into your Keepsafe account or the app store and check whether the subscription still appears in your active subscriptions list. If it does, the cancellation did not take effect. Repeat the cancellation steps or try cancelling through a different platform if available. If it does not appear, your cancellation was recorded and the charge should not have occurred.
Contact Keepsafe support
Email [email protected] with the following information:
- Your registered email address for the Keepsafe account.
- A screenshot of your cancellation confirmation (if you have one).
- A screenshot of the erroneous charge from your bank or app store statement, showing the date and amount.
- The date you submitted your cancellation request.
- A clear request for a refund of the unwanted charge.
Keepsafe support typically responds within 2 to 5 business days. Keep a copy of your email for your records. If Keepsafe does not respond or refuses to refund the unwanted charge, proceed to the next step.
File a chargeback or dispute with your bank or app store
Contact your bank or credit card issuer and report the charge as unauthorised or a billing error. Provide your cancellation confirmation and support correspondence as evidence. Your bank can initiate a chargeback to recover the funds. This process typically takes 2 to 8 weeks.
Alternatively, if you subscribed through Apple or Google, open a dispute through the app store's own dispute resolution system. Apple and Google both allow users to report subscription charges they did not authorize, and both offer refund processes if you can demonstrate that you cancelled before the charge date.
Escalate to the malaysian consumer authority
If Keepsafe refuses to refund you and your bank's chargeback process fails, lodge a formal complaint with the Ministry of Domestic Trade, Cooperatives and Consumerism (MDTCC). You can file a complaint online at www.mdtcc.gov.my or call their consumer hotline at (603) 8882 7000 during business hours. Provide copies of your cancellation confirmation, all support correspondence, and proof of the unauthorized charge. The MDTCC can investigate the complaint and compel Keepsafe to refund you if evidence shows the cancellation was valid.
Comparison with similar services and alternatives
If you are cancelling Keepsafe because of cost or lack of use, you may want to compare it with similar photo privacy apps available to Malaysian users. This table shows how Keepsafe compares on price, features, and ease of cancellation:
| Service | Monthly cost (RM) | Storage | Cancellation method | Recommendation |
|---|---|---|---|---|
| Keepsafe Premium | 42.90 | 10,000 photos | App store or web account | Full-featured but expensive |
| Stingle Photos (free tier) | 0 | 500 MB | No subscription | Best for minimal storage |
| Photok (free tier) | 0 | Unlimited | No subscription | Unlimited free option |
| Private Photo Vault | 6.99-9.99 | Unlimited | App store | Most affordable premium option |
| Microsoft OneDrive (premium) | 4.99 | 100 GB | Web account or app store | Best for integration with Office |
If you are switching to a different service, you can use Keepsafe's export function to save your photos in a portable format before your cancellation takes effect. This prevents lock-in and gives you the freedom to choose a cheaper or simpler alternative.
Cancellation address and how to contact Keepsafe
Because Keepsafe does not maintain a physical office in Malaysia, you cannot send a cancellation notice by post. Instead, use one of these official contact methods:
Primary cancellation routes
- Apple App Store: Cancel in your App Store Subscriptions menu (fastest and most reliable).
- Google Play: Cancel in your Google Play Subscriptions menu (fastest and most reliable).
- Keepsafe web account: Log in at keepsafe.com and cancel in your Subscription settings.
Support contact for billing disputes
Email: [email protected]
Response time: 2 to 5 business days.
Keepsafe does not publish a telephone number or live chat for Malaysian customers. Email is the only direct support channel.
Malaysian consumer authority contact
Ministry of Domestic Trade, Cooperatives and Consumerism (MDTCC)
Hotline: (603) 8882 7000
Website: www.mdtcc.gov.my
Online complaint: File a consumer complaint at the MDTCC portal if Keepsafe refuses to honour your cancellation or refund a disputed charge.
Summary and final checklist
Cancelling Keepsafe in Malaysia requires you to act through the platform where you subscribed (Apple, Google, or Keepsafe web account), confirm your cancellation in writing, and verify that no further charges appear on your bank statement after the renewal date. Yafee has created this comprehensive guide to give you complete clarity on every step, from identifying your subscription source to filing a formal complaint if Keepsafe refuses to refund an erroneous charge.
Use this checklist before and after you cancel to ensure the process is complete:
| Action | Status |
|---|---|
| Identify subscription platform (Apple, Google, or Keepsafe) | ☐ |
| Export or back up sensitive photos from Keepsafe | ☐ |
| Note your next renewal date | ☐ |
| Take a screenshot of your current plan and price | ☐ |
| Complete cancellation through the correct platform | ☐ |
| Save your cancellation confirmation email or screenshot | ☐ |
| Verify no charge appears after your renewal date | ☐ |
Cancelling Keepsafe is a one-time task that takes fewer than 5 minutes if you follow the steps in this guide. By understanding the Consumer Protection Act 1999, identifying the correct cancellation method, and documenting your actions, you protect yourself legally and ensure you do not pay for unwanted charges. Yafee is committed to helping you navigate digital service cancellations with confidence and clarity, and this guide represents the clearest path to a successful Keepsafe cancellation in Malaysia. If you have any doubt about your cancellation status, contact Keepsafe support immediately with your confirmation evidence, and escalate to the MDTCC if the company refuses to help.