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Frequently asked questions
Cancel Solidgate: The Right Way
How to cancel Solidgate: your complete guide to stopping recurring charges in malaysia
What Solidgate is and why it appears on your bank statement
Solidgate is a billing and payment processing platform built for merchants, not a direct consumer service. When you see "Solidgate" on your bank statement or credit card, you are not paying Solidgate itself. Instead, a business using Solidgate's infrastructure is billing you through their system, and Solidgate handles the transaction behind the scenes. This distinction is critical when you decide to cancel, because cancelling your subscription in one place may not stop charges if you signed up through a different channel.
Solidgate's role as a payment processor
Solidgate provides merchants with tools to manage recurring billing, subscription renewals, payment retries, and refund processing across multiple currencies and regions. The platform operates through Solidgate Hub, a merchant dashboard where businesses track their customers' subscription status and payment history. For you as a consumer in Malaysia, Solidgate remains in the background, collecting payment data and processing charges on the merchant's behalf.
The merchant you paid sets the terms of your subscription, including the renewal date, cancellation terms, and any free trial periods. Solidgate does not publish its own consumer pricing grid in Malaysian Ringgit, because the service model is business-to-business, not business-to-consumer.
Common confusion: why cancellation feels unclear
Many Malaysian users feel frustrated because the path to cancel is not always obvious or centralised. You may have signed up on a website, inside an iOS app, or through an Android app, and each channel may have its own cancellation process. If you cancel in one place and miss another, recurring charges can continue, which creates the exact friction that prompts people to seek help. At Yafee, we see this pattern regularly and have built clear guidance to help you navigate it.
Your consumer rights under malaysian law
Your ability to cancel Solidgate subscriptions is rooted in the Consumer Protection Act 1999 (CPA 1999), Malaysia's primary law protecting your rights as a buyer. The CPA 1999 gives you the right to cancel certain distance contracts (such as online subscriptions) within a cooling-off period, and it requires merchants to provide clear information about cancellation terms before you pay.
The cooling-off period and your right to withdraw
Under the CPA 1999, you have the right to cancel a distance contract (a contract made online or at a distance) within 10 calendar days from the date the contract is formed, without penalty or reason. This period is called the cooling-off period. However, this right does not apply to contracts for digital content (such as software licenses or digital subscriptions) if the content has already been supplied and you have begun using it. If your Solidgate subscription provides digital goods or services that you have already accessed, the cooling-off period may not protect you.
Nevertheless, if the merchant failed to give you clear cancellation terms before you paid, or if the terms are difficult to find, you have grounds to lodge a complaint with the Malaysian Competition Commission (MyCC) or the Ministry of Domestic Trade and Consumer Affairs (KPDNHEP).
Your legal position
You have the right to fair treatment, transparent pricing, and clear cancellation information under the CPA 1999. If a merchant using Solidgate as its payment processor has not disclosed cancellation terms prominently, or if you believe you were charged without authorisation, you can file a formal complaint with KPDNHEP. Yafee recommends saving all communications, billing statements, and evidence of your subscription before pursuing escalation.
Methods to cancel your Solidgate subscription
Cancellation happens in one of three places, depending on where you set up your subscription. You must identify the correct channel to avoid paying after you cancel.
Cancel through the merchant's website or account portal
The most common route is to cancel directly on the merchant's platform. Log into the website account where you signed up, navigate to the Subscriptions, Billing, or Account Settings section, and locate the option to manage or cancel your recurring subscription. The exact label and location vary by merchant, but you should see a Cancel Subscription, Pause Subscription, or Manage Payment button.
Cancel through the iOS app store
If you signed up for the subscription inside an iPhone app using Apple's billing system, you must cancel through the App Store on your iPhone, not through the merchant's website. Open the Settings app, tap your Apple ID at the top, select Subscriptions, find the subscription, tap Manage, and then tap Cancel Subscription. Confirm the cancellation. Your cancellation takes effect at the end of your current billing cycle.
Cancel through the google play store
If you subscribed through an Android app using Google's billing system, you cancel via Google Play. Open the Google Play app on your Android device, tap your profile picture, select Manage your subscriptions or Payments and subscriptions, find the subscription, and tap Cancel Subscription. Confirm. Your access ends at the end of your current billing period.
Step-by-step cancellation procedure
Follow these steps in order to cancel your Solidgate subscription safely and retain proof of cancellation.
Step 1: gather your subscription details
- Take a screenshot of your current subscription status, showing the plan name, renewal date, and amount in MYR.
- Note the exact date of your next billing charge from your bank statement or the merchant's portal.
- Save any service data you may lose access to after cancellation, such as invoices, customer records, or account history, because Solidgate's terms do not specify how long merchants retain your data post-cancellation.
- Record the merchant's support email address or contact form in case you need to escalate.
Step 2: identify where you signed up
- Check your email for the original sign-up confirmation or receipt from the merchant.
- Look at the email sender's address to confirm the merchant's domain, not Solidgate's.
- Review your bank statement to see which company name appears as the merchant, not just "Solidgate."
- Check your phone to see if you downloaded the merchant's app or used a website browser.
Step 3: cancel through the correct channel
Proceed with the method that matches where you signed up.
- Website subscription: Log into the merchant's account portal using your email and password. Locate Account, Billing, or Subscriptions in the main menu. Click Cancel, Pause, or Manage Subscription. Follow the prompts and confirm cancellation. Save a screenshot of the confirmation message or email.
- iOS app subscription: On your iPhone, open Settings. Tap your Apple ID profile. Select Subscriptions. Find the app and the specific subscription. Tap Manage. Tap Cancel Subscription. Confirm. A confirmation email arrives within minutes to your Apple ID email address.
- Android app subscription: On your Android device, open Google Play. Tap your profile icon (top right). Select Manage subscriptions. Find the subscription. Tap Cancel. Confirm. Google sends a confirmation email to your Google account email address.
Step 4: confirm cancellation in writing
- Wait 24 hours and log back into your account to verify that the subscription status has changed to Cancelled, Inactive, or Paused.
- If the merchant's website shows no confirmation, email their support address with the subject line "Cancellation Confirmation Request" and include the date you cancelled, your account email, the subscription name, and your screenshot from Step 1.
- Request a written confirmation of the cancellation date and confirmation that no further charges will be processed.
- Save all confirmation emails in a dedicated folder.
Step 5: monitor your next billing cycle
- Set a reminder for your original renewal date (the date before which a charge would normally occur).
- Log into your bank or credit card account on that date and verify that no charge has been deducted by the merchant or Solidgate.
- If a charge does appear, gather a screenshot of it immediately and prepare to file a dispute or complaint.
Timeline: when your cancellation takes effect
Understanding timing protects you from unexpected charges. In Malaysia, the Consumer Protection Act 1999 requires merchants to process cancellations within 10 business days, but Solidgate's own processing may be faster.
| Cancellation method | When it takes effect | Refund eligibility |
|---|---|---|
| Website (merchant portal) | Immediately (same day) or at the end of the billing cycle, depending on the merchant's policy | Refund issued if you cancel within 10 days of the charge or if a free trial was promised |
| iOS App Store | At the end of your current billing cycle (the day before your next renewal) | Refund available if you request within 90 days of the charge via Apple |
| Android Google Play | At the end of your current billing cycle (the day before renewal) | Refund available if you request within 48 hours of the charge via Google Play |
| Support email (escalation) | Within 10 business days of the merchant's response | Refund possible if the merchant agrees you were overcharged or charged without consent |
How to request a refund after cancellation
Cancellation stops future charges, but a refund recovers money already spent. In Malaysia, your refund rights depend on the reason for the request and how quickly you act.
Refund through the merchant portal
Some merchants allow you to request a refund directly from your account. Log into the Subscriptions or Payments section, locate the charge you want to refund, and select Request Refund. Describe why you want the refund and submit. The merchant processes your request within 10 business days.
Refund through iOS app store
Apple allows refunds for subscriptions within 90 days of purchase if you believe you were overcharged or charged without permission. Open the App Store app, tap your profile (top right), select Purchase History, find the charge, tap the problem icon, choose I'd like to request a refund, select the reason (you were charged by mistake, you didn't authorise this charge, or the app didn't work as described), and submit. Apple responds within 48 hours.
Refund through google play
Google Play issues refunds for subscriptions within 48 hours of the charge if you request them directly through the app. After 48 hours, you must contact the merchant's support team. In your Google Play account, go to Payments and subscriptions, Subscriptions, select the subscription, tap the problem icon, and choose the reason. Google processes most refunds instantly or within 48 hours.
Refund through merchant support
If the merchant uses Solidgate's payment system, contact the merchant (not Solidgate) with your refund request. Email their support address with your account email, the transaction date, the amount in MYR, and your reason. Reference the Consumer Protection Act 1999 if you believe you were charged unfairly. The merchant must respond within 10 business days under Malaysian consumer law. At Yafee, we recommend requesting a refund in writing so you have proof of your request if escalation becomes necessary.
What happens after cancellation
Cancellation does not mean instant deletion of your account. Understanding what remains helps you avoid surprises.
Data retention and account access
After you cancel, your account remains in the system but access may be revoked depending on the merchant's policy. The merchant may retain your billing history, email address, and transaction records for tax or legal compliance purposes. Solidgate's own terms do not specify how long merchant data is kept, so you cannot assume deletion. If you require data removal, email the merchant's privacy or support team directly and reference the Personal Data Protection Act 2010 (PDPA), Malaysia's data protection law, if appropriate.
Avoiding re-subscription by accident
After cancellation, do not use the same payment method on the same merchant's platform without understanding their new terms. If you sign up again, you create a new contract with a fresh billing date. Some merchants offer grace periods before they delete your account, during which you can re-subscribe at a discounted rate. Read any cancellation confirmation email carefully to identify these windows.
Common mistakes to avoid
You are not alone if cancellation has felt confusing. These mistakes happen frequently, and knowing how to sidestep them saves time and money.
Mistake 1: cancelling in only one place when you signed up in multiple channels
If you signed up via both the merchant's website and their iOS app, you must cancel in both places. Cancelling only in the website portal leaves your iOS subscription active, and charges continue. Check all three channels (website, iOS app, Android app) before assuming you are done.
Mistake 2: confusing Solidgate with the merchant
Solidgate does not bill you directly and does not manage subscriptions on its own behalf. If you email Solidgate support to cancel, they will redirect you to the merchant because Solidgate is only the payment processor. Always contact the merchant first. Yafee strongly advises verifying the merchant's name on your bank statement before reaching out.
Mistake 3: assuming cancellation is instant
Most merchants process cancellations at the end of your current billing cycle, not immediately. If your renewal is scheduled for tomorrow and you cancel today, you may still be charged tomorrow. To avoid this, cancel as early as possible in your billing cycle, then monitor your bank statement on the renewal date. If a charge appears despite cancellation, contact the merchant within 48 hours to request a reversal.
Mistake 4: not keeping cancellation proof
Screenshots and confirmation emails are your evidence. If the merchant charges you after cancellation and you have no proof, disputing the charge becomes harder. Save all confirmations to a dedicated email folder or cloud storage.
Mistake 5: ignoring the renewal date and missing the cancellation deadline
Some free trials auto-convert to paid subscriptions without warning. If your trial ends soon, cancel immediately rather than waiting. Many merchants in Malaysia do not send a clear warning email before charging, so calendar reminders are essential.
Pricing comparison: understanding what you paid
Solidgate itself does not charge consumers. However, merchants using Solidgate typically charge between RM 9.99 and RM 49.99 per month for digital subscriptions, depending on the service. Understanding your subscription cost helps you decide whether cancellation is financially justified.
| Subscription type | Typical Malaysian price range | Cancellation tip |
|---|---|---|
| Streaming app (video or music) | RM 9.99 - RM 19.99 per month | Cancel during free trial if you do not plan to use it regularly |
| Software tool (design, productivity) | RM 29.99 - RM 99.99 per month | Consider annual billing to save 20-30% before cancelling |
| Online course or membership | RM 14.99 - RM 49.99 per month | Confirm access ends immediately after cancellation; download course materials if needed |
| Gaming or virtual goods | RM 4.99 - RM 9.99 per month | Refunds may not be available for virtual items; cancellation only stops new charges |
| Professional subscription (analytics, CRM) | RM 49.99 - RM 299.99 per month | Export all data and customer information before cancelling; Yafee recommends notifying your business contacts of the change |
If the merchant refuses to cancel or refund
A merchant operating through Solidgate must honour your cancellation request under the Consumer Protection Act 1999. If they ignore your request or refuse without valid reason, you have formal complaint options.
Escalation step 1: document everything
- Save all emails, screenshots of the website, payment receipts, and transaction history.
- Note the exact dates you requested cancellation and the merchant's response (or lack thereof).
- Calculate the total amount you were charged after cancellation and any harm caused (lost time, unauthorised use of your data, etc.).
Escalation step 2: send a formal demand letter
- Write a letter to the merchant's registered address (found on their website's Terms or Privacy Policy) titled "Formal Demand for Cancellation and Refund."
- State the date you cancelled, the subscription amount, and the date of the unauthorised charge(s).
- Reference the Consumer Protection Act 1999, Section 9 (right to fair treatment and refund).
- Request a response within 10 business days and attach copies of all evidence.
- Send the letter via registered post or certified email and keep the receipt.
Escalation step 3: lodge a complaint with KPDNHEP
If the merchant does not respond or refuses to refund, file a complaint with the Ministry of Domestic Trade and Consumer Affairs (KPDNHEP). You can lodge a complaint online at kpdnhep.gov.my or visit your local KPDNHEP office. Provide your documentation, the merchant's details, and a description of the dispute. KPDNHEP has authority to investigate unfair practices under the CPA 1999 and can compel merchants to refund consumers.
Escalation step 4: chargeback through your bank
If Solidgate or the merchant charged you without authorisation, contact your bank or credit card issuer and request a chargeback. Provide your bank with evidence that you cancelled the subscription and were charged afterward. Most Malaysian banks process chargebacks within 30 days. Your bank may contact Solidgate or the merchant to investigate, and if the evidence supports you, the charge is reversed and the funds are returned to your account.
Keep or cancel: the decision checklist
Before you cancel, consider whether the subscription truly provides no value. A quick checklist helps you decide.
| Question | Cancel if... | Keep if... |
|---|---|---|
| Do you use the service weekly? | No (less than once per week) | Yes (use it regularly for work or hobby) |
| Is there a cheaper alternative in Malaysia? | Yes, and it meets your needs | No, or alternatives cost more |
| Are you in a free trial period? | Yes, and you do not like it | Yes, but you want to explore it more |
| Have you exceeded your budget for subscriptions? | Yes, and this is low priority | No, or this is essential |
| Does the app crash or fail regularly? | Yes, and support is unresponsive | No, it works as described |
Contact details and escalation addresses in malaysia
If you need to escalate a Solidgate-processed subscription dispute, use these official Malaysian consumer authorities.
Ministry of domestic trade and consumer affairs (KPDNHEP)
Headquarters: Level 1-8, Blok D, Parcel D, Federal Government Complex, Kuala Lumpur 50088.
Online complaint form: kpdnhep.gov.my
Email: [email protected]
Phone: 1-800-886-800 (toll-free within Malaysia)
Malaysian competition commission (MyCC)
If you believe the merchant engaged in unfair competition or abuse of market position, lodge a complaint with MyCC.
Address: Level 12, Menara Allianz, 666 Jalan Raja Chulan, 50200 Kuala Lumpur.
Online: mycc.gov.my
Email: [email protected]
Phone: 03-2273-3100
Your bank's dispute and chargeback team
Contact your bank's card services or customer support line to initiate a chargeback for unauthorised charges. Most Malaysian banks provide a dedicated number on the back of your card or on their website under "Disputes" or "Fraud."
How yafee can help you cancel any subscription
Solidgate subscriptions are often confusing because the billing processor (Solidgate) is not the service provider you signed up with. Cancellation requires identifying the right merchant and the right channel. Yafee has helped thousands of Malaysian consumers navigate subscription cancellations across payment processors, app stores, and merchant platforms. Our step-by-step guides, legal references, and escalation templates remove the guesswork and ensure you retain proof of cancellation at every stage. Whether you are facing a surprise charge, a merchant that ignores your request, or simply want to pause a subscription, Yafee.com provides the clarity and authority you need to act with confidence. Visit Yafee today to explore our full library of cancellation guides and consumer protection resources, all grounded in Malaysian law and written in clear, direct language for every subscription service.