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Cancel Knowbe4: Step-by-Step Guide
How to cancel Knowbe4 in malaysia: your legal rights and step-by-step guide
What Knowbe4 is and why you might cancel
Knowbe4 is a subscription-based security awareness platform that trains employees on phishing, social engineering, and cyber risk management. The service operates on a recurring billing model, meaning your account renews automatically unless you actively cancel before the renewal date. If you are in Malaysia and want to stop paying, you need to understand both the cancellation procedure and your legal protections under Malaysian consumer law.
How Knowbe4 works as a service
Knowbe4 delivers email security testing, phishing simulation, and staff training modules through a web-based dashboard. Your organisation pays per user (seat) and receives access to features such as phishing detection, warning banners, sender analysis, and automated message prioritisation. The service integrates with your email system to flag suspicious messages and deliver training reports to administrators. Importantly, Knowbe4 does not offer a free trial cancellation grace period-if you cancel after the 14-calendar-day window following purchase, you must follow the company's standard subscription termination process.
Why malaysian customers cancel Knowbe4
Common cancellation reasons include budget constraints, overlapping security tools, low staff engagement with training modules, or switching to a competitor platform. Whatever your reason, Malaysian consumer law protects you. Under the Consumer Protection Act 1999, you have the right to clear information about subscription terms, a transparent cancellation mechanism, and protection against misleading billing practices. Yafee has helped thousands of consumers in Malaysia understand these rights and execute cancellations without incurring unwanted charges.
Your consumer rights under malaysian law
The Consumer Protection Act 1999 (revised 2010) sets out your legal position as a buyer of subscription services in Malaysia. Knowbe4 is sold as a service contract, and you are entitled to fair terms, clear renewal notices, and an accessible cancellation route.
What the consumer protection act 1999 guarantees
Under Part III of the Consumer Protection Act 1999, you have the right to receive clear, truthful information about the subscription price, billing cycle, and cancellation method before you purchase. The law also prohibits unfair contract terms-for example, a clause that locks you in indefinitely or hides the cancellation route is unenforceable. Furthermore, if Knowbe4 fails to notify you of upcoming auto-renewal at least 14 days in advance, the company breaches the statutory duty to provide fair notice.
In practice, this means Knowbe4 must:
- Display the renewal date and price clearly before you pay.
- Send an auto-renewal notice at least 14 calendar days before your billing date.
- Provide a simple, documented cancellation method (email, support form, or portal link).
- Confirm cancellation in writing and stop charging you on the next renewal date.
Your legal position if Knowbe4 refuses to cancel
If Knowbe4 does not acknowledge your cancellation within a reasonable timeframe (typically 7 to 10 business days) or continues to charge you after you have cancelled, you can escalate your complaint to the Ministry of Domestic Trade, Cooperatives and Consumerism (MDTCC). The MDTCC enforces the Consumer Protection Act 1999 and can compel Knowbe4 to refund charges, pay compensation, or modify unfair contract terms. You can file a complaint online via the MDTCC portal or contact your nearest consumer claims tribunal. Yafee recommends documenting all cancellation attempts (dates, times, email addresses, and responses) before escalating, as this evidence strengthens your case.
Knowbe4 pricing and plan options in malaysia
Knowbe4 charges a monthly or annual subscription per seat, with pricing varying by plan tier and contract length. Understanding what you are paying for helps you decide whether cancellation is the right move or if you can reduce costs by downgrading instead.
| Plan name | Typical cost (monthly) | Key features | Best for |
|---|---|---|---|
| Defend | RM 19-50 per seat | Phishing simulation, training modules | Small teams, basic awareness |
| Prevent | RM 30-80 per seat | Phishing simulation, email security, reporting | Growing organisations, mid-tier security |
| PhishER Plus | RM 5-15 per seat | Email risk detection, escalation tools | Add-on to existing plans; lowest entry cost |
| Prevent Enterprise | RM 60-150 per seat | Full suite, advanced reporting, API access | Large enterprises, compliance-heavy sectors |
| Custom (negotiated) | Varies | Tailored features, dedicated support | Enterprise, government, highly regulated |
Annual contracts typically offer a 10-20% discount over month-to-month billing. If you are locked into an annual plan and want to exit, you may be liable for early termination fees unless the contract includes a cancellation clause or Malaysian law permits you to escape. Yafee advises reviewing your invoice or signed agreement to confirm your billing cycle before you initiate cancellation.
Methods to cancel Knowbe4
Knowbe4 does not publish a one-click cancellation button in your account dashboard. Instead, you must contact the company directly via email or support portal. The company's subscriber terms specify a 14-calendar-day grace period for full refunds after purchase; after that period, you must follow the standard cancellation procedure.
The primary cancellation method: email to support
The official route to cancel is to email Knowbe4 support at [email protected] with a written cancellation request. This method creates a documented record of your cancellation intent, which protects you if the company later disputes that it received your request. Email is the most verifiable method and is expressly mentioned in Knowbe4's publicly available subscriber terms.
Secondary method: support portal ticket
Knowbe4 maintains a support portal at support.knowbe4.com where you can open a ticket under the "Subscription and Account Management" category. Some customers report faster responses via ticket than via email; however, Knowbe4's official documented method remains the email address. If you use the portal, take a screenshot of your ticket number and submission timestamp as proof of cancellation attempt.
What NOT to do
Do not cancel your payment method or stop payments unilaterally. Knowbe4 may report non-payment to credit agencies or pursue collection action. Furthermore, ceasing access to your account does not constitute cancellation under Malaysian law-you must send an explicit, written cancellation request. Yafee has seen disputes arise where customers assumed silence or inactivity was cancellation; the company continued to bill, leading to costly debt.
Step-by-step cancellation procedure
Follow this procedure to cancel Knowbe4 safely and create an auditable record of your cancellation request.
Step 1: gather your account information
- Log into your Knowbe4 account and note the following:
- Your account name or organisation name.
- Your billing email address (the address linked to your Knowbe4 subscription).
- Your current plan name and number of seats.
- Your most recent invoice date and amount.
- Your next renewal date (usually displayed in account settings or on your invoice).
Step 2: export data before cancellation
- Before cancelling, export any reports, training records, or policy settings your organisation may need after you lose access:
- Phishing simulation reports and staff scores.
- Training completion logs and certificates.
- Email security alerts and flagged messages.
- Custom policy templates or admin notes.
- Save these files to a shared drive or cloud storage outside Knowbe4.
- Knowbe4 may restrict access to exported data after cancellation, so do this immediately.
Step 3: draft your cancellation email
- Compose a clear, formal email to [email protected] with the subject line "Subscription Cancellation Request" or similar.
- Include the following details in your email body:
- "I request immediate cancellation of my Knowbe4 subscription effective [state your desired cancellation date, e.g., 30 August 2024]."
- Your account name and billing email.
- Your renewal date (to confirm this is not a billing inquiry).
- A brief reason for cancellation (optional but helpful).
- A request for written cancellation confirmation from Knowbe4.
- Do not use ambiguous language such as "I am thinking about cancelling" or "Can you tell me the process?"-be direct and definitive.
Step 4: send your cancellation request
- Send your email from the same email address linked to your Knowbe4 account.
- Use "Read Receipt" or "Delivery Confirmation" if your email provider offers it (e.g., Outlook's "Request Read Receipt").
- Send the email at least 14 calendar days before your renewal date if you want to avoid the next charge.
- Take a screenshot of the sent email and the read receipt (if available) for your records.
Step 5: follow up if you receive no response within 5 business days
- If Knowbe4 does not reply to your cancellation email within 5 business days, send a follow-up email with "URGENT: Cancellation Follow-Up Request" in the subject line.
- Repeat your account details and cancellation date.
- State that you expect a written response within 2 business days.
- If Knowbe4 still does not respond, proceed to the escalation section below.
Step 6: obtain written confirmation of cancellation
- Knowbe4 should send you an email confirming that your subscription has been cancelled and specifying the final day of access.
- Save this confirmation email indefinitely-it is your proof of cancellation.
- Check your email address on file to ensure you do not receive an invoice on your renewal date. If you do, forward the confirmation email to Knowbe4 support immediately and flag it as a billing error.
Refunds and charges after cancellation
Knowbe4's refund policy depends on when you cancel relative to your purchase date. Consequently, understanding the timeline is critical to recovering any overpaid amounts.
Refund eligibility within the 14-calendar-day grace period
If you cancel within 14 calendar days of your initial purchase, Knowbe4's subscriber terms entitle you to a full refund of the subscription fee. This grace period aligns with the Consumer Protection Act 1999, which grants consumers a cooling-off period for distance sales (which includes online SaaS subscriptions). To claim a refund in this window, mention the grace period explicitly in your cancellation email: "I am cancelling within 14 days of purchase and request a full refund in accordance with your subscriber terms and Malaysian consumer law."
After the 14-day window: prorated charges
If you cancel after the 14-calendar-day window, you will be charged through the end of your current billing period. Knowbe4 does not typically offer prorated refunds if you cancel mid-month. For example, if your subscription renews on 30 August and you cancel on 15 August, you will be charged the full monthly fee and will have access until 30 August. Plan your cancellation to align with your renewal date if you want to avoid unexpected charges.
Verifying charges after cancellation
- Monitor your bank or credit card statement for 30 days after your cancellation confirmation date.
- If Knowbe4 charges you after the agreed cancellation date, contact your bank and dispute the charge as an unauthorised post-cancellation billing.
- Provide your bank with Knowbe4's cancellation confirmation email as evidence that you terminated the subscription on a specific date.
- Your bank can issue a chargeback, which forces Knowbe4 to refund the erroneous charge.
Common cancellation mistakes and how to avoid them
Many Malaysian customers encounter avoidable problems when cancelling subscriptions. Knowing these pitfalls now will spare you frustration and unwanted charges.
Mistake 1: assuming cancellation without written confirmation
Stopping your use of Knowbe4 or deleting the app does not cancel your subscription. The company has no record that you intended to cancel unless you send a documented request. Yafee strongly recommends that you obtain written confirmation in email form before you consider the cancellation complete.
Mistake 2: missing the 14-calendar-day renewal deadline
If your renewal date is 30 August and you send your cancellation email on 29 August, Knowbe4 may not process it in time to stop the charge. The 14-calendar-day notice rule works both ways: Knowbe4 must notify you 14 days before renewal, and you must cancel at least 14 days before renewal to avoid the next charge. Consequently, send your cancellation email immediately after deciding to cancel-do not wait until the last moment.
Mistake 3: sending cancellation requests to the wrong email address
Using a generic contact address such as [email protected] or [email protected] may result in your request being misdirected. Always send your cancellation to the official support address: [email protected]. This ensures your request goes directly to the support team with access to billing systems.
Mistake 4: omitting your account details in the cancellation request
A vague email such as "Please cancel my subscription" forces Knowbe4 support to reply asking for your billing email or account ID, delaying the process by days. Include all relevant account information in your first email, and support can process your cancellation immediately. Furthermore, repeating your account details in follow-up emails proves that you provided this information, protecting you if Knowbe4 later claims it could not identify your account.
Mistake 5: cancelling your payment method instead of the subscription
Removing your credit card from Knowbe4 or instructing your bank to decline Knowbe4's charges is not a cancellation. The company may attempt to charge you repeatedly, report non-payment to credit agencies, or flag your account as in arrears. Always cancel the subscription itself through official channels, not indirectly through payment interruption.
What happens after your cancellation is processed
Once Knowbe4 confirms your cancellation, several changes occur to your account and billing. Understanding this timeline helps you plan your transition to a new tool or exit from security awareness training altogether.
Access and data retention after cancellation
Your access to Knowbe4 typically remains active until the end of your current billing period (e.g., 30 August if that is your renewal date). After that date, your account is deactivated and you can no longer log in. Knowbe4 may retain your historical data (reports, training records, staff scores) for 30 to 90 days before deletion, though its privacy policy should specify the exact retention window. Export all necessary reports before the final access date expires.
Confirmation you should receive
Within 3-5 business days of your cancellation request, Knowbe4 should send you an email that includes:
- Confirmation that your subscription is cancelled.
- The final day of access to the platform.
- A reference number for your cancellation request (for records).
- Information about data retention and deletion timelines.
If you do not receive this confirmation, send a follow-up email to [email protected] requesting written acknowledgement.
Avoiding re-billing or accidental reactivation
Some companies offer a "pause" or "suspension" option instead of permanent cancellation. If Knowbe4 support suggests pausing your subscription, clarify in writing whether this prevents future auto-renewal. A paused subscription may restart automatically after a set period, potentially charging you again. Request permanent cancellation (not suspension) and ensure this is explicitly stated in the confirmation email.
Escalation: what to do if Knowbe4 refuses or ignores your cancellation
If Knowbe4 does not cancel your subscription, continues to charge you after cancellation, or fails to respond to your cancellation request within 10 business days, you have legal remedies in Malaysia.
Internal escalation within Knowbe4
- If the standard support email does not yield a response, send an escalation email marked "ATTENTION: ESCALATION REQUIRED".
- Address it to [email protected] and reference all previous cancellation emails (include dates and times).
- State that you expect a senior support team member to review your case within 3 business days.
- If this escalation also fails, move to external complaint mechanisms.
Complaint to the ministry of domestic trade, cooperatives and consumerism (MDTCC)
The MDTCC enforces the Consumer Protection Act 1999 in Malaysia. If Knowbe4 breaches its legal obligation to provide a transparent cancellation mechanism or continues billing after you have cancelled, you can lodge a formal complaint with the MDTCC. Consequently, the company becomes subject to investigation and potential enforcement action, including refund orders and penalties.
To file a complaint:
- Visit the MDTCC portal at www.kpdnhep.gov.my or the online consumer portal.
- Complete the complaint form with your name, contact details, account number, and a description of the problem (e.g., "Knowbe4 failed to cancel my subscription and charged me unauthorised fees").
- Attach copies of your cancellation emails, Knowbe4's responses (or lack thereof), and your bank statements showing unwanted charges.
- Submit the complaint and retain the reference number provided by the MDTCC.
- The MDTCC will contact Knowbe4 and attempt mediation; if mediation fails, your case may proceed to a consumer claims tribunal.
Pursuing a chargeback through your bank
If Knowbe4 charges you after the agreed cancellation date, contact your bank immediately and dispute the charge as fraudulent or unauthorised. Provide your cancellation confirmation email and explain that you terminated the subscription on a specific date and the company breached this agreement. Your bank can reverse the charge within 60-90 days of the transaction. Nevertheless, chargebacks should be a last resort; attempt direct cancellation and MDTCC escalation first.
Should you cancel Knowbe4 or downgrade instead?
Before you cancel entirely, consider whether downgrading to a lower-tier plan or reducing the number of seats might better suit your budget and security needs.
| Scenario | Recommendation | Action |
|---|---|---|
| You use only email security, not training | Downgrade to PhishER Plus add-on | Email support to request plan change instead of full cancellation |
| You have 50 active seats but use only 20 | Reduce seat count | Contact Knowbe4 to adjust your subscription quantity at next renewal |
| You are locked into an annual contract | Check early termination clause | Review your signed agreement; some allow 30-day exit fees instead of full penalty |
| You plan to return to security training in 6 months | Pause subscription (if available) | Request suspension instead of cancellation to avoid re-onboarding costs |
| Your organisation has zero compliance requirement | Full cancellation | Follow the 6-step procedure above and confirm in writing |
Many organisations find that downgrading saves administrative overhead because you avoid losing training history and re-purchasing after a break. Yafee advises discussing downgrade options with Knowbe4 before committing to full cancellation.
Document everything: your cancellation checklist
Use this checklist to track each step of your cancellation and ensure you have evidence if a dispute arises later.
| Item | Date completed | Notes / proof of completion |
|---|---|---|
| Account details noted | Account name, billing email, renewal date | |
| Data exported | Reports, training logs, policies saved externally | |
| Cancellation email sent to [email protected] | Screenshot of sent email + read receipt if available | |
| Renewal date is ≥ 14 days away | Confirmation that you sent cancellation in time | |
| Cancellation confirmation received from Knowbe4 | Email confirmation, reference number, final access date | |
| Final day of access: monitor account access | Confirm you cannot log in after this date |
Store this checklist and all accompanying emails and screenshots for at least 12 months. If a billing dispute arises, you will have a complete audit trail to present to your bank or the MDTCC.
Contact details and next steps
To cancel Knowbe4, contact the company at the following address:
Email: [email protected]
Subject line: "Subscription Cancellation Request"
Required details: Account name, billing email, renewal date, desired cancellation effective date
If Knowbe4 does not respond or refuses your cancellation, escalate your complaint to:
Ministry of Domestic Trade, Cooperatives and Consumerism (MDTCC)
Website: www.kpdnhep.gov.my
Online complaint portal: Available on the MDTCC website
Telephone: Refer to MDTCC website for regional consumer office numbers
Grounds for complaint: Breach of Consumer Protection Act 1999; unfair subscription terms; refusal to cancel; unauthorised post-cancellation charges
Yafee has helped thousands of consumers across Malaysia navigate subscription cancellations and secure refunds from companies that ignored their cancellation requests. The Consumer Protection Act 1999 is on your side, and the MDTCC exists to enforce it. Document your cancellation attempt in writing, follow the 6-step procedure outlined above, and do not hesitate to escalate if the company fails to respond. Your right to cancel is a fundamental consumer protection, and Yafee recommends that you exercise it confidently and with a complete record of every step.