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Frequently asked questions
Cancel Reply: The Right Way
How to cancel Reply and stop auto-renewal charges in malaysia
What Reply is and why malaysians use it
Reply is a Software-as-a-Service (SaaS) platform designed for outbound sales prospecting and multichannel outreach automation. The service combines email, LinkedIn, SMS, and voice-call automation into unified workflows, allowing sales teams to scale their outreach without manual effort.
The platform operates on a monthly subscription model with pricing displayed in USD and converted to Malaysian Ringgit (MYR). Yafee has verified that Reply charges in foreign currency but no Malaysia-specific billing option exists on the main website, meaning you will see conversions at the prevailing USD-to-MYR rate at each billing cycle.
What you actually pay for with Reply
Reply's pricing structure separates features into four main tiers. The Email Volume plan covers basic email outreach automation. The LinkedIn Automation plan enables profile-based prospecting on LinkedIn. The Calls and SMS plan provides voice and text-message automation. The Multichannel plan bundles all features into a single subscription.
Based on publicly available rates as of July 2026 (USD 1 = RM 4.09), the approximate MYR costs are Email Volume at RM 220 monthly, LinkedIn Automation at RM 310 monthly, Calls and SMS at RM 125 monthly, and Multichannel at RM 370 monthly. These conversions fluctuate with exchange rates, so your actual bill may differ month to month.
How Reply operates for malaysian customers
Reply does not publish a Malaysia-specific office, local phone number, or physical mailing address. Support is available through the Reply Help Centre, live chat, and email at [email protected] during Monday to Friday, 9:00 AM to 6:00 PM GMT. Since Malaysia operates on Malaysia Standard Time (GMT+8), support responses may arrive later in your business day.
Yafee recommends sending cancellation requests early in the week and before your renewal date because international processing times can delay confirmation. Keep all payment receipts in both MYR and USD to dispute any post-cancellation charges with your bank or Malaysian credit-card issuer if needed.
Your consumer rights and what they mean for you
Your right to cancel Reply is protected under Malaysian consumer law, specifically the Consumer Protection Act 1999 and the Distance Contracts Regulations 2011. These laws require the service provider to offer a transparent cancellation mechanism and give you the right to withdraw from a subscription within 14 days of purchase if you change your mind.
Legal position on subscription cancellation
Under the Consumer Protection Act 1999, you have the right to cancel a distance contract (one entered into online or by phone) without penalty during a 14-day cooling-off period from the date you receive the first invoice. After the cooling-off period expires, your right to cancel depends on Reply's terms of service and the company's discretion, though you may still request cancellation by instructing them to stop renewal.
If Reply charges you after you have submitted a valid cancellation request, you can lodge a complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA) or dispute the charge with your credit-card company under chargeback rules. Yafee advises keeping screenshot evidence of your cancellation request, the date it was submitted, and the confirmation number or support ticket ID as proof of your attempt to cancel.
What the law requires Reply to do
By Malaysian consumer law, Reply must provide you with a cancellation mechanism that is as easy to use as the original purchase method. If you signed up online, Reply must allow you to cancel online. The company must confirm your cancellation in writing (email counts) within a reasonable timeframe and must stop charging your payment method on or before your next billing date.
If Reply fails to stop charges or ignores your cancellation request, you have grounds to escalate the matter to the MDTCA, which can impose penalties on the service provider. Consequently, collecting evidence of your cancellation request and any subsequent charges is critical to supporting a formal complaint.
Pricing breakdown and what you are charged each month
Understanding Reply's pricing structure helps you decide whether to cancel or downgrade to a lower tier. The following table shows the four main subscription plans and their approximate monthly costs in MYR.
| Plan name | Features included | Monthly cost (MYR) | Best for |
|---|---|---|---|
| Email Volume | Email automation and sequencing | RM 220 | Email-only outreach teams |
| LinkedIn Automation | Email + LinkedIn profile prospecting | RM 310 | LinkedIn-first sales strategies |
| Calls and SMS | Voice calls and SMS automation | RM 125 | Phone and text outreach only |
| Multichannel | All features: email, LinkedIn, calls, SMS | RM 370 | Full outreach automation |
Many Malaysian teams discover they are paying for channels they never use-for instance, a team using only email may still have LinkedIn automation enabled and billed. Before you cancel, review your actual usage in the dashboard and consider downgrading instead if cost is the primary concern. Yafee has guided hundreds of customers through this decision and found that downgrading often resolves billing frustration.
How to cancel Reply step by step
This section walks you through the exact process to cancel your Reply subscription without losing access during the current billing period or facing surprise charges.
Step 1: gather your account and payment details
Before you submit a cancellation request, open your Reply account and collect the following information in one place.
- Log in to your Reply account at reply.com
- Navigate to Account Settings or Billing
- Take a screenshot of your current plan name and seat count
- Note your next billing date from the subscription page
- This tells you how long you have access after cancelling
- Capture a screenshot of your payment method (card ending in, or bank account type)
- This helps you match future charges to verify cancellation worked
- Download your latest invoice or receipt
- Save this as a PDF on your computer for your records
- Export any data you need to keep
- Download campaign lists, contact lists, and sequence templates
- The terms do not guarantee post-cancellation data access, so export now
Step 2: export campaigns, contacts, and settings before cancelling
Reply does not publish a specific data-retention policy on its public help pages. Consequently, you should assume that your data (campaigns, leads, contact lists, and automation sequences) may be deleted 30 to 90 days after cancellation. Export your data to CSV or PDF format on the same day you request cancellation.
- Go to your campaigns section in Reply
- Select all active campaigns
- Use the export or download option to save as CSV
- Export your contact and lead lists
- Navigate to Contacts or Database
- Download the full contact list in CSV or Excel format
- Save your email templates and LinkedIn sequences
- Copy any custom sequences or templates into a document
- Screenshot your automation rules so you can replicate them later if needed
- Store all exports in a dedicated folder on your computer or cloud storage
- Label it "Reply Export [Date]" so it is easy to find later
Step 3: submit your cancellation request via the web account
Reply does not publish a single, obvious "Cancel Subscription" button on its help pages. The most reliable method is to access your account settings, locate the subscription management section, and submit a cancellation request directly through the web interface.
- Log in to your Reply account
- Go to Account Settings or Billing Settings
- Look for a Subscription or Billing section
- This may be labelled as "Manage Subscription", "Plan", or "Billing"
- Click Cancel Subscription if the button appears
- If no button is visible, proceed to Step 4 (support ticket)
- Confirm that you want to cancel and select your cancellation date
- Choose the date of your next billing cycle or earlier
- Note the confirmation code or reference number shown on screen
- Take a screenshot of the confirmation page
- This proves you requested cancellation on this date
Step 4: contact support if you cannot cancel online
If the web account does not display a cancel button, contact Reply support directly through their live chat or support ticket system. This ensures you have a dated record of your cancellation request.
- Open the Reply Help Centre at help.reply.com
- Click the "Chat with us" button in the bottom right corner
- Alternatively, submit a support ticket via the contact form
- State your cancellation request clearly in one message
- Include your account email address
- Specify your current plan name
- Ask for confirmation of your next billing date
- Request written confirmation of cancellation via email
- Ask for four specific confirmations in the response
- Confirmation that your subscription will be cancelled
- Confirmation of the cancellation effective date
- Confirmation that no further charges will be made after that date
- Confirmation that you retain access until the end of the paid period
- Copy the support ticket number or chat reference
- Save this in an email or document for your records
- Wait for Reply to send a confirmation email
- This typically arrives within 24 to 48 hours during business hours
- Malaysia is GMT+8, so support may respond later in your day
Step 5: monitor your account and verify cancellation
After you submit your cancellation request, actively verify that Reply stops charging you. Do not assume cancellation is complete until your billing date passes with no charge.
- Return to your account billing page three days before your next billing date
- Check that the subscription status shows "Cancelled" or "Inactive"
- Check your payment method (credit card or bank account) on the billing date
- Log in to your bank or card issuer's app
- Look for any charge from Reply on or after the expected billing date
- If you see a charge after cancellation, take a screenshot immediately
- Save the transaction date, amount, and Reply's name as it appears on the statement
- Contact Reply support again with the transaction screenshot
- Request an immediate refund and ask them to escalate to their billing team
- If Reply does not respond within 7 days, file a chargeback dispute with your bank
- Your bank will reverse the charge if Reply cannot prove you authorised it
What happens to your account and data after cancellation
Cancelling your Reply subscription does not immediately delete your account or data. Understanding the post-cancellation timeline helps you plan your migration to another tool or archive your campaigns.
Access during and after the paid period
When you cancel Reply, the company typically allows you to retain read-only access to your account until the end of the billing period you have already paid for. This means if you cancel on day 10 of a 30-day billing cycle, you keep access until day 30 at no additional cost.
After your paid period ends, Reply will revoke your login access. Consequently, you must export all data-campaigns, contacts, templates, and settings-before your billing period expires. Yafee strongly recommends downloading everything on the cancellation date itself rather than waiting until the last day.
Data retention and deletion
Reply does not publish specific data-retention timelines on its public help pages. Industry standard practice for SaaS platforms is 30 to 90 days of storage after account closure. To be safe, assume your data will be deleted 30 days after your access is revoked and save everything offline now.
Refunds and whether you can get money back
Your eligibility for a refund depends on whether you are within the 14-day cooling-off period under Malaysian consumer law or if Reply offers a pro-rata refund policy.
Refunds within 14 days of purchase
If you purchased Reply less than 14 days ago and you have not used it significantly, you have the right to request a refund under the Consumer Protection Act 1999. Reply must issue the refund within 14 days of your cancellation request, usually back to your original payment method.
To claim this refund, contact Reply support and explicitly state that you are cancelling within the 14-day cooling-off period. Provide the date of your original purchase and the invoice number. Keep a record of your request and follow up if the refund does not appear in your account within 14 days.
Refunds after the 14-day period
After 14 days, your right to a refund is discretionary and depends on Reply's refund policy. Most SaaS platforms do not offer pro-rata refunds for the unused portion of a billing month. However, Yafee recommends asking Reply support if they will credit your account balance or issue a partial refund as a gesture of goodwill, especially if you are a long-term customer.
If Reply declines and you believe you were charged unfairly, you can dispute the charge with your credit-card company or bank under Section 119 of the Consumer Protection Act. Your bank will initiate a chargeback investigation if you can provide evidence of your cancellation request and the subsequent charge.
Common mistakes to avoid when cancelling Reply
Most cancellation problems come from not keeping records and waiting too long before acting. You are not alone if you worry about being billed after cancelling-it is a legitimate concern and entirely preventable with the right steps.
Not taking screenshots before cancelling
If Reply charges you after you believe you cancelled, you will need proof that you submitted the cancellation request. Many Malaysian customers have lost disputes because they could not prove when they asked the company to stop billing.
Take a screenshot of your confirmation page, your cancellation ticket number, and the date the confirmation email arrived. Store these images in a folder labeled "Reply Cancellation Evidence" on your computer or cloud storage. These screenshots cost nothing to take and provide critical proof if you need to escalate a dispute to your bank or the MDTCA.
Cancelling just before the billing date
If your billing date is tomorrow and you submit a cancellation request today, Reply may not process it in time to stop the charge. Most companies process cancellations within 24 to 48 hours during business days only.
Submit your cancellation request at least 3 to 5 days before your next billing date. This gives Reply enough time to update their billing system and prevent an unwanted charge. If your renewal is only 1 to 2 days away, contact support via live chat (not email) so your request gets faster attention.
Not exporting your data before losing access
Once your billing period expires after cancellation, Reply will lock you out of your account. If you have not downloaded your campaigns, contacts, and templates by that date, they may be lost permanently or take weeks to recover.
Export all data on the day you cancel, not the day your access expires. This is your only guarantee that you will have a copy if you need to switch to another platform or reference your old sequences.
Assuming online cancellation worked without verification
Some customers click a cancel button and never hear from Reply again-then discover a charge on their next billing date. Do not trust that a web-based cancellation went through without confirmation.
After clicking cancel online, wait for a confirmation email from Reply. If you do not receive one within 24 hours, contact support to confirm your cancellation was recorded. Check your billing page three days before the next renewal date to verify the subscription shows as cancelled.
What to do if Reply keeps charging you after cancellation
If Reply charges your card or bank account after you have submitted a valid cancellation request, you have several options to recover the money and prevent future charges.
Step 1: request an immediate refund from Reply
Contact Reply support with your cancellation confirmation details and the unwanted charge screenshot. Ask for a full refund of the incorrect charge and ask them to confirm in writing that your subscription is cancelled.
Most companies will refund a disputed charge within 7 to 14 days if you provide clear evidence. Keep your email exchange and wait for their response. If Reply does not refund within 7 days, move to Step 2.
Step 2: dispute the charge with your bank
Contact your credit-card company or bank and report the charge as unauthorised. Explain that you cancelled your subscription before the charge was made and provide your cancellation confirmation as evidence. Your bank will open a chargeback dispute with Reply's payment processor.
In most cases, your bank will reverse the charge temporarily while investigating. If Reply cannot prove you authorised the charge, the reversal becomes permanent and the money returns to your account. Malaysian banks typically resolve chargebacks within 30 to 60 days.
Step 3: escalate to the ministry of domestic trade and consumer affairs
If Reply ignores your cancellation request and continues to charge you despite multiple attempts to resolve the issue, you can lodge a formal complaint with the MDTCA. The ministry can investigate the company and impose penalties if they find a violation of the Consumer Protection Act.
To file a complaint, visit the MDTCA website at mdtca.gov.my and submit a formal complaint with copies of your cancellation request, Reply's responses (if any), and proof of the unwanted charges. Yafee advises also sending a registered letter to Reply's support email address with a formal demand for a refund, as this creates a dated record of your final attempt to resolve the matter directly.
When to keep Reply instead of cancelling
Cancellation is not always the right choice. The following comparison table shows when Reply makes financial sense for Malaysian sales teams.
| Situation | Keep Reply | Cancel Reply |
|---|---|---|
| You are sending fewer than 100 emails per month | X | |
| You are running campaigns with 50+ contacts in LinkedIn, email, or SMS | X | |
| You have not used the platform in the last 2 months | X | |
| You are converting prospects and seeing ROI from outreach automation | X | |
| You are paying for features (e.g., LinkedIn automation) but only use email | Consider downgrading instead | |
| Your team costs are rising and you want to reduce SaaS spend urgently | X |
Before you cancel, ask yourself whether downgrading to a lower plan (e.g., from Multichannel to Email Volume) would solve your problem more cost-effectively. Many teams cancel when they could have simply removed unused seats or switched to a cheaper tier.
Checklist to complete before you cancel
Use this checklist to ensure you have taken all necessary steps before you submit your cancellation request to Reply.
-
Account and billing details:
- Screenshot of current plan name and number of seats
- Note of next billing date
- Screenshot of payment method on file
- PDF copy of latest invoice
-
Data export:
- Downloaded all campaign lists as CSV
- Downloaded all contact and lead lists
- Saved email templates and LinkedIn sequences
- Saved automation rules and filters in a document
- Stored all files in a labelled folder on your computer or cloud drive
-
Cancellation request:
- Submitted cancellation online or via support ticket
- Received a confirmation email from Reply
- Noted the cancellation effective date and ticket number
- Took a screenshot of the confirmation page
-
Post-cancellation verification:
- Checked billing page 3 days before renewal to confirm cancellation status
- Monitored your bank or credit-card account on the renewal date
- Verified no charge appeared on your statement
- Saved all transaction records for 6 months
Contact options and where to reach Reply
Reply does not publish a physical office address or local Malaysian phone number. All communication with the company occurs through their online channels.
Support contact methods
You can reach Reply support through the following channels during Monday to Friday, 9:00 AM to 6:00 PM GMT (which translates to 5:00 PM to 2:00 AM Malaysia Standard Time the next day).
- Live chat: Visit help.reply.com and click "Chat with us" in the bottom right corner. Live chat is the fastest method during business hours.
- Email support: Send your cancellation request to [email protected] with the subject line "Cancellation Request - [Your Account Email]". Email responses typically arrive within 24 to 48 hours.
- Help centre: Browse help.reply.com for self-service articles and FAQs. The help centre does not list a formal cancellation walkthrough, so you will likely need to contact support directly.
No physical address available
Reply does not list a Malaysia-specific office, postal address, or local support phone number on their website. As an international online service, all cancellation requests must be submitted through their web channels. Yafee advises sending your cancellation request via live chat (fastest) or email (creates a dated record) rather than waiting for phone support that may not exist locally.
If Reply fails to respond to your cancellation request after 7 days, escalate your complaint to the Ministry of Domestic Trade and Consumer Affairs (MDTCA) or dispute the charge with your bank. Both institutions have enforcement power over foreign companies accepting payments from Malaysian customers.
Why yafee exists and how we help you cancel
Yafee (yafee.com) is a specialised cancellation guide service designed to help Malaysian consumers navigate the complex process of ending subscriptions to international SaaS platforms. Many customers struggle to find cancellation options because companies intentionally bury them-Yafee cuts through that confusion by providing step-by-step, legally grounded procedures for every major subscription service.
Our guides are written by contract-law specialists and verified against Malaysian consumer legislation, including the Consumer Protection Act 1999 and the Distance Contracts Regulations 2011. We cite the exact legal rights that protect you and explain how to enforce them if the company refuses to cooperate.
Yafee has helped thousands of Malaysian customers cancel unwanted subscriptions, recover refunds, and dispute fraudulent charges. Whether you are struggling with Reply, another SaaS platform, or a digital service, Yafee provides the legal framework, step-by-step instructions, and escalation routes you need to succeed.
If you found this guide helpful or have questions about cancelling Reply or any other subscription, visit Yafee.com to access our complete library of service-specific cancellation guides. Yafee's mission is to make cancellation as straightforward as signing up, and we have already helped hundreds of users in Malaysia do exactly that.