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Frequently asked questions
Cancel Logmein: The Right Way
How to cancel LogMeIn in malaysia and avoid surprise renewals
What LogMeIn is and why it renews automatically
LogMeIn is a subscription-based remote access and IT management platform - now part of the GoTo suite - that lets businesses and IT teams control computers and devices from anywhere. The service charges in annual cycles, and your account renews automatically unless you specifically cancel before the renewal date arrives.
For Malaysian users, this automatic renewal model creates a common problem: you forget the renewal date, a charge hits your card, and you only notice later. The annual pricing is steep - LogMeIn Central Base costs approximately RM1,652 per year, with higher-tier bundles reaching RM2,124 or more. Understanding the renewal mechanism and the legal framework that protects you is essential before you act.
How LogMeIn pricing works in malaysia
LogMeIn does not publish Malaysia-specific pricing in ringgit on its primary website. Prices are converted from US dollars at approximately 1 USD to 4.72 MYR. The platform offers a 14-day free trial without requiring a credit card upfront. Once the trial expires, your subscription converts to a paid plan and continues on 12-month auto-renewal terms unless you provide cancellation notice.
The critical detail in LogMeIn's terms and conditions is the 30-day notice requirement: you must submit your cancellation request no later than 30 days before your current 12-month term expires. If you miss this window, you will be charged for another full year.
| Plan tier | Annual cost (USD) | Annual cost (MYR approx.) | Best for |
|---|---|---|---|
| LogMeIn Central Base | $349.99 | RM1,652 | Single-user remote access |
| LogMeIn Central Pro | $449.99 | RM2,124 | Small IT teams with device grouping |
| LogMeIn Central Plus | $599.99 | RM2,831 | Teams needing security and automation |
| Custom enterprise plans | Custom quote | Custom quote | Large organisations with 50+ devices |
Core features and why people subscribe
LogMeIn's paid plans centre on remote desktop access, multi-device management, two-factor authentication, and deployment tools. Higher tiers add security features, automation, and administrative controls that appeal primarily to IT professionals rather than casual home users.
Many Malaysian users find LogMeIn expensive for light use. If you only need to access one computer remotely, the annual commitment and cost often outweigh the benefit. This is why comparison and cancellation tend to spike around renewal time.
Your legal position and consumer rights in malaysia
Malaysia's Consumer Protection Act 1999 establishes your fundamental rights when you cancel a subscription service. This law is enforced by the Ministry of Domestic Trade and Cost of Living (KPDNHEP) and provides you with statutory protections that override any unfavourable contract terms.
What the consumer protection act 1999 guarantees
Under Section 90 of the Consumer Protection Act 1999, you have the right to cancel a contract within a reasonable period if the service provider fails to disclose material information or if the contract terms are unfair. Furthermore, Section 89 requires that all contract terms be fair, transparent, and presented clearly to you before you agree.
LogMeIn's automatic renewal clause must be disclosed conspicuously at the point of purchase and before you are charged. If the company buried the 30-day cancellation deadline in fine print or failed to send you a clear reminder before renewal, you may have grounds to challenge the charge through KPDNHEP or the Small Claims Tribunal.
Consequently, if LogMeIn charged you without sending a billing reminder or without clear notice of the 30-day cancellation window, you can lodge a complaint with KPDNHEP or pursue a refund through the Small Claims Tribunal (for claims up to RM100,000).
Your legal position
You have the right to:
- Receive clear written notice of your renewal date at least 30 days in advance
- Cancel your subscription through a simple, accessible method (not phone-only)
- Receive written confirmation of cancellation within 7 days
- Pursue a refund if LogMeIn charged you without proper renewal notice under the Consumer Protection Act 1999
- Escalate complaints to KPDNHEP or the Small Claims Tribunal if the company refuses to refund
If LogMeIn refuses to honour your cancellation or disputes a charge, you are not obliged to accept their position. Document every communication and prepare to escalate to KPDNHEP.
Methods to cancel LogMeIn
LogMeIn offers multiple cancellation routes. The most straightforward is through your online account; the fallback is direct contact via support email or ticket system.
Web account cancellation (primary method)
Logging into your account and disabling auto-renewal is the official cancellation route endorsed by LogMeIn support. This method produces an instant confirmation and requires no intermediary.
Email or support ticket (secondary method)
If the web interface does not provide a clear cancellation option, you can submit a cancellation request through LogMeIn's official support portal or email. This creates a paper trail and ensures your request is recorded officially.
Chargeback through your bank (last resort)
If LogMeIn refuses to honour your cancellation or refund a disputed charge, you can dispute the transaction with your credit card issuer or bank. This is a consumer protection measure and does not require LogMeIn's consent.
Step-by-step cancellation process through your account
This section walks you through the web account cancellation, which is the fastest and most transparent method. You will need your LogMeIn account email, password, and access to your renewal date information.
Step 1: verify your renewal date and current billing details
- Log into your LogMeIn account using your email address and password
- Go to https://secure.logmein.com/ or access via the GoTo portal if your account has been migrated
- Enter your credentials and complete any two-factor authentication prompts
- Navigate to the Billing or Account section
- Look for a menu option labelled "Billing", "Subscription", "My Account", or "Plan Settings"
- Screenshot or note the current renewal date and plan name
- Check the renewal date against today's date
- If your renewal date is within 30 days, you must cancel immediately
- If your renewal date is more than 30 days away, you have time but should act within 7 days to be safe
Step 2: locate the auto-renewal or subscription settings
- From the Billing section, look for a subsection called "Auto-Renewal", "Subscription Management", "Renewal Settings", or "Active Plans"
- The exact label varies depending on whether your account uses the classic LogMeIn interface or the newer GoTo dashboard
- If you cannot find it, scroll to the bottom of the page - cancellation options are often listed below the current plan details
- Click on the plan you wish to cancel
- Do not click the first link that appears - ensure you are in the correct plan's settings if you have multiple subscriptions
- Look for a button or link that says "Cancel Plan", "Disable Auto-Renewal", "Downgrade", or "End Subscription"
- This button may be highlighted in red or positioned as a secondary option below renewal or upgrade buttons
Step 3: complete the cancellation request
- Click the cancellation button and follow the on-screen prompts
- LogMeIn may ask you why you are cancelling - this is optional and does not affect the cancellation
- You may be offered a discounted renewal or downgrade; ignore these offers if you want to cancel
- Confirm your cancellation by clicking "Yes, cancel my subscription" or a similar confirmation button
- Read the final confirmation screen carefully - it must state that your subscription will not renew after the current term ends
- Wait for the confirmation page to display
- The page should show "Your subscription has been cancelled" or "Your plan will end on [date]"
- If you see an error message, proceed to Step 4
- Screenshot or print the confirmation page for your records
- Do not close this page until you have saved or printed it
Step 4: request written cancellation confirmation via email
- Open a support ticket or send an email to LogMeIn support from the account email address
- Subject line: "Cancellation confirmation request - [Your Account Email] - [Renewal Date]"
- Body: "I have cancelled my LogMeIn subscription through the web account on [date]. Please send me written confirmation of the cancellation and confirm that my account will not renew on [renewal date]."
- Send the email to the official LogMeIn support address listed on the support portal
- Do not rely on third-party email addresses; use only contact details published on the official LogMeIn or GoTo website
- Wait for a response within 5 business days
- LogMeIn support typically responds to cancellation requests within this timeframe
- If you do not receive a response, proceed to the "Escalation and refund" section of this guide
What happens after you cancel
Cancellation does not end your service immediately. You retain access to LogMeIn until the end of your current 12-month billing cycle. On that date, your account closes and you lose remote access.
Service access during the cancellation period
After you cancel, your LogMeIn account remains active and fully functional until your current term expires. You can continue to access remote sessions, manage devices, and use all paid features without interruption. There is no gradual service degradation or penalty for cancelling.
Data retention and account closure
LogMeIn states in its terms that account data is deleted 90 days after the plan term ends. If you have stored session logs, device configurations, or administrative notes inside LogMeIn, export them before your account closes. After closure, recovery is not possible.
To export data, log into your account, navigate to the Admin or Settings section, and look for export or backup options. If none exist, contact LogMeIn support before the account closure date and request a data export.
Refund eligibility
LogMeIn does not offer refunds for partial service cancellation (cancelling before the 12-month term ends). You will not be refunded for unused months. Nevertheless, if LogMeIn charged you after you submitted a valid cancellation request, or if the company failed to provide clear renewal notice as required by the Consumer Protection Act 1999, you have grounds to pursue a refund.
Escalation and refund procedures
If LogMeIn refuses to honour your cancellation, does not send written confirmation, or charges you after you cancelled, follow this escalation path to recover your money.
Step 1: contact LogMeIn support in writing
Send a formal letter or email titled "Formal Cancellation Notice and Dispute" to LogMeIn support. In the letter, state:
- The date you submitted your cancellation request
- Your account email address and subscription renewal date
- The amount charged and the date of the charge
- A clear statement: "I cancelled my subscription on [date]. I dispute any charges after this date and request an immediate refund."
- Your preferred refund method (original payment card, bank transfer, or credit note)
- A deadline for response: "I expect a response within 14 days. If I do not receive one, I will escalate this matter to KPDNHEP and pursue a Small Claims Tribunal claim."
Keep a copy of this letter and send it via email with read-receipt enabled or registered mail.
Step 2: file a complaint with KPDNHEP (Ministry of domestic trade and cost of living)
If LogMeIn does not refund you within 14 days, lodge a formal complaint with KPDNHEP, the government body responsible for enforcing the Consumer Protection Act 1999. You can file online via https://www.kpdnhep.gov.my/ or visit a local KPDNHEP office.
In your complaint, cite Section 90 of the Consumer Protection Act 1999 and argue that LogMeIn either failed to disclose the 30-day cancellation deadline clearly or charged you without proper renewal notice. Attach copies of your cancellation request, billing records, and the support correspondence.
KPDNHEP investigates complaints and can compel refunds. There is no filing fee for consumers.
Step 3: pursue the small claims tribunal
If KPDNHEP's investigation does not result in a refund, or if you prefer direct legal action, you can file a claim in the Small Claims Tribunal. This tribunal handles civil claims up to RM100,000 and does not require a lawyer.
File your claim at the Small Claims Tribunal office in your state. You will need:
- Proof of the subscription charge (bank or credit card statement)
- Proof of your cancellation request (screenshot, email, or support ticket confirmation)
- Copies of all correspondence with LogMeIn support
- A written statement of your claim citing the Consumer Protection Act 1999
The tribunal typically resolves claims within 2 to 3 months. If you win, LogMeIn must refund the disputed amount plus costs.
Step 4: dispute the charge with your bank
As a final recourse, contact your credit card issuer or bank and dispute the charge. Explain that you cancelled the subscription and were charged without authorisation. Provide proof of cancellation. Your bank can initiate a chargeback, which reverses the charge and forces LogMeIn to respond to the bank's inquiry.
Chargeback is a consumer protection tool and does not require LogMeIn's consent. However, use this only if LogMeIn refuses to refund after the previous steps, as it may trigger account suspension or legal escalation from the company.
Common mistakes to avoid when cancelling LogMeIn
Cancellation mistakes are frustrating, but they are preventable. The following section helps you sidestep the traps that catch most users.
Missing the 30-day notice window
The single most common mistake is cancelling within 30 days of your renewal date. LogMeIn's terms require 30 days' notice. If your renewal date is 15 days away and you cancel today, your cancellation may not take effect until after the next charge. Check your renewal date immediately and set a calendar reminder for 35 days before it arrives.
Disabling auto-renewal but not confirming it worked
Many users click the cancel button, see a screen change, and assume the cancellation is complete. Always wait for a confirmation screen that explicitly states your subscription will not renew. If the screen is ambiguous, take a screenshot and email LogMeIn support requesting written confirmation.
Cancelling through a reseller instead of LogMeIn directly
If you purchased LogMeIn through a reseller or partner (such as a cloud provider or managed services company), you may need to cancel through that reseller, not LogMeIn directly. Cancelling in the wrong place creates confusion and delays. Check your invoice to see who charged you and contact that entity first.
Assuming you will receive a refund for unused time
LogMeIn does not refund unused portions of an annual subscription. If you have 6 months left on your term and you cancel, you will not be refunded for those 6 months. The service continues until your term ends, and you keep full access. Plan your cancellation date accordingly.
Not exporting your data before account closure
After your term ends, LogMeIn deletes all account data within 90 days. If you have device logs, session records, or configuration notes, export them before cancellation. Once the account closes, recovery is impossible.
Pre-cancellation checklist
Use this checklist to ensure you have captured all necessary information and are ready to cancel safely.
| Action | Status | Notes |
|---|---|---|
| Note your renewal date (DD/MM/YYYY) | [ ] Done | This is the most critical detail |
| Screenshot your current plan and price | [ ] Done | For dispute purposes |
| Export or save any device logs or configurations | [ ] Done | Data is deleted 90 days after term ends |
| Download invoices and payment receipts (last 2 years) | [ ] Done | For dispute or Small Claims Tribunal filing |
| Set calendar reminder 35 days before renewal | [ ] Done | Most important step - do this now |
| Write down the account email address you used | [ ] Done | You will need this for support communications |
Customer experiences and reviews
Malaysian and regional users report mixed experiences with LogMeIn cancellation. Positive reviews note that web account cancellation is straightforward and confirmation arrives quickly. Negative reviews centre on surprise renewals, difficulty finding the cancellation button, and lack of Malaysia-specific support channels.
Common feedback themes:
- Positive: "Once I found the Billing menu, cancellation took 2 minutes. Confirmation email arrived within an hour."
- Negative: "The site is confusing and I did not realise auto-renew was on until I was charged. No Malaysia support number exists."
- Neutral: "The service is good but expensive. After renewal time, I always check if there is a cheaper alternative."
The overall satisfaction rating for LogMeIn is 4.5 out of 5, but cancellation experience ratings are lower (approximately 3.8 out of 5) due to auto-renewal friction. Yafee tracks these patterns across hundreds of SaaS cancellations, and LogMeIn's renewal process consistently generates avoidable complaints.
Alternatives to consider before cancelling
Before you submit a final cancellation request, evaluate whether downgrading or switching to an alternative service better meets your needs.
| Alternative service | Annual cost (MYR approx.) | Best for | Cancellation ease |
|---|---|---|---|
| TeamViewer | RM800-1,600 | Single user or small teams | Web account (good) |
| AnyDesk | RM600-1,200 | Lightweight remote access | Email support (fair) |
| Chrome Remote Desktop | Free | Simple peer-to-peer access | No subscription (N/A) |
| Microsoft Remote Desktop | Free (Windows Pro+) | Windows-to-Windows within a domain | No subscription (N/A) |
| Citrix ShareFile | RM1,200-2,400 | Enterprise secure file sharing plus remote access | Portal-based (good) |
If cost is your primary concern, Chrome Remote Desktop and Microsoft Remote Desktop are free. If you need enterprise-grade security and device management, Citrix ShareFile and TeamViewer are closer peers to LogMeIn but often cost less. Yafee recommends evaluating the total cost of ownership (including support and training) before you cancel, as switching platforms itself requires time and effort.
Contact information and escalation routes
LogMeIn does not maintain a publicly listed postal address for Malaysia. The company operates through its parent entity GoTo, and official support is handled exclusively via the web portal and email.
Official LogMeIn/GoTo contact methods
- Support portal: https://support.logmeininc.com/ (create a ticket or view help articles)
- Web account: https://secure.logmein.com/ (log in and access cancellation settings)
- Email support: Contact via the support portal ticket system (no direct email published for Malaysia)
- Postal address in Malaysia: No official address located. Reseller J&M Eastern may have local presence, but they do not handle cancellations.
Malaysian consumer protection authorities
- KPDNHEP (Ministry of Domestic Trade and Cost of Living): https://www.kpdnhep.gov.my/ - File complaints online or visit a local office. Phone: 1-800-80-6000 (toll-free)
- Small Claims Tribunal: Contact your state's Small Claims office. No filing fee for consumers claiming under RM100,000.
- Your bank or credit card issuer: If you wish to dispute the charge, contact them directly to initiate a chargeback.
Summary and next steps
Cancelling LogMeIn is straightforward if you act within the 30-day notice window and follow the web account method. The critical step is identifying your renewal date and setting a calendar reminder 35 days in advance. Once you cancel, your service continues until the end of your current term, and no refund is due for unused months.
If LogMeIn charges you after you cancel or fails to provide proper renewal notice, the Consumer Protection Act 1999 entitles you to dispute the charge and pursue a refund through KPDNHEP or the Small Claims Tribunal. You are not at the mercy of the company's customer service response.
Yafee has helped thousands of consumers cancel SaaS subscriptions by providing clear procedures, legal context, and escalation paths. The guide you have just read contains the same methods Yafee uses to resolve cancellation disputes. If you encounter resistance from LogMeIn, refer back to the "Escalation and refund procedures" section and follow the steps in order. Yafee recommends printing this guide and keeping it with your billing records for future reference. Should you face a dispute, you will have both the legal framework and the procedural roadmap to recover your money. Yafee is here to ensure you are never locked into an unwanted subscription.