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Cancel Vidio: The Right Way
How to cancel Vidio in malaysia and avoid charges
What is Vidio and how it works in malaysia
Vidio is an Indonesian streaming platform that delivers television shows, films, live sports, and local channels to viewers across Southeast Asia, including Malaysia. The service operates on a recurring subscription model, meaning you pay a monthly or annual fee that renews automatically unless you take action to cancel. At Yafee, we help thousands of consumers understand their streaming commitments, and Vidio cancellations rank among the most common requests because users forget about auto-renewal charges.
Who operates Vidio and where support is based
Vidio is operated by PT Vidio Dot Com, an Indonesian company headquartered at SCTV Tower, 14th Floor, Senayan City, Jl. Asia Afrika Lot.19, Central Jakarta 10270, Indonesia. Although you access the service from Malaysia and may see pricing in Malaysian Ringgit (RM), the company's support, terms of service, and billing systems remain Indonesia-focused. Consequently, you must use the self-service cancellation method within your Vidio account or contact the support email address, as no Malaysian office or telephone support line exists for this service.
The pricing structure and subscription tiers
Vidio offers three primary paid subscription tiers for Malaysian users, all charged monthly:
| Plan name | Monthly price (RM) | Key benefits |
|---|---|---|
| Vidio Platinum | RM14.90 | Premium TV shows and films |
| Vidio Platinum Extra | RM19.90 | Platinum content plus live sports |
| Vidio Ultimate | RM24.90 | All content, exclusive channels, international programming |
These charges repeat every month unless you cancel before the next billing date. Many users subscribe for a single event or series, then overlook the recurring debit. At Yafee, we recommend you set a calendar reminder immediately after signing up so you do not miss your cancellation window if you intend to stop after one month.
Your consumer rights and what the law protects
Malaysian law establishes clear protections for consumers who purchase subscription services, and these protections apply to your Vidio account.
The consumer protection act 1999 and your cancellation right
The Consumer Protection Act 1999 (CPA 1999) is the primary legal framework governing consumer transactions in Malaysia, including digital services and streaming subscriptions. Under the CPA 1999, you have the right to cancel a subscription service within a reasonable timeframe without incurring a cancellation penalty, provided the company has not already supplied the service for the current billing period.
Vidio's terms of service do not impose a cancellation fee, which aligns with this consumer protection principle. However, you must initiate cancellation before your next billing date; if the charge processes, you may need to request a refund separately. The CPA 1999 also requires the company to provide clear, accessible cancellation instructions, which Vidio delivers through its in-app account settings and email support channel.
Your legal position on automatic renewal
Under the CPA 1999 and the Consumer Rights (Distance Contracts) Regulations 2001, companies that operate on automatic renewal must:
- Obtain your clear, affirmative consent before billing you for the first charge.
- Provide you with a straightforward mechanism to cancel that is just as easy as signing up.
- Send you a confirmation or reminder before each renewal charge occurs.
- Refund any charges that breach these requirements.
In accordance with these regulations, Vidio must allow you to cancel through the same platform where you subscribed (whether the Vidio website, app, or a third-party store such as Apple App Store or Google Play). If you discover that Vidio has charged you after you cancelled, or if the cancellation mechanism is deliberately obscured, you may lodge a complaint with the Malaysia Domestic Trade and Consumer Affairs Ministry (KPDNKK) or pursue a chargeback through your payment provider. At Yafee, we advise all users to document their cancellation step with a screenshot so you have proof if a dispute arises.
Where you subscribed determines how you cancel
The cancellation method depends entirely on the billing channel you originally used, and this is the single most common mistake that leads to continued charges.
Identify your original payment channel
Before you cancel, you must confirm where your subscription began. Log into the account linked to your Vidio profile and review the payment method. Check your email inbox for the first transaction receipt. Search your bank statement for the merchant name. The answer falls into one of three categories:
- Vidio direct: You signed up on vidio.com or the Vidio app and provided a credit card, debit card, or online banking details directly to Vidio.
- Apple App Store: You downloaded the Vidio app on iPhone or iPad and subscribed through the App Store billing system.
- Google Play Store: You downloaded the Vidio app on Android and subscribed through Google Play billing.
If you subscribed through the App Store or Google Play, you must cancel through that same store, not through the Vidio website. Cancelling in the wrong location is why many users continue to be charged after they believed they had cancelled. Yafee recommends you treat this identification step as mandatory before proceeding to the cancellation process.
How to cancel Vidio via the app (Paket saya menu)
If you subscribed directly to Vidio through the mobile app, the self-service cancellation menu is the fastest route.
Step 1: open the Vidio app and log in
- Open the Vidio app on your Android or iOS device.
- Tap the profile icon or menu button in the top-left or bottom-right corner (layout varies by app version).
- Enter your email address and password if you are not already logged in.
Step 2: navigate to paket saya (My packages)
- From the main menu, look for "Paket Saya" (My Packages) or "Akun Saya" (My Account).
- Tap "Paket Saya" to view your active subscription details, including the plan name, next billing date, and remaining days of access.
Step 3: select your active plan and stop the subscription
- Under your active plan, tap the option labeled "Stop Berlangganan" (Stop Subscription) or "Batalkan Paket" (Cancel Package).
- The system may display a confirmation prompt or ask you to select a cancellation reason (this is optional feedback; your cancellation will proceed regardless).
- Tap "Confirm" or "Ya" (Yes) to finalise the cancellation.
Step 4: capture proof and check your access
- Immediately screenshot the cancellation confirmation screen showing the date and time.
- Open your email and check for a cancellation confirmation message from Vidio (check spam if you do not see it in your inbox within 5 minutes).
- Return to "Paket Saya" and verify that the plan now shows as "Inactive" or displays an expiration date matching your original next billing date.
Your access will remain active until the end of the current billing cycle. You will not be charged again after that date. Consequently, if you cancelled on 15 November and your next charge was scheduled for 20 December, you retain full access until 20 December, then the account becomes inactive.
How to cancel Vidio through the website account page
If you subscribed on vidio.com using a web browser, you can cancel through the website directly.
Step 1: visit Vidio and log in to your account
- Go to vidio.com in any web browser.
- Click "Login" or the account icon in the top-right corner.
- Enter your registered email address and password.
Step 2: navigate to account settings and subscriptions
- Click your profile icon or name in the top-right corner and select "Akun Saya" (My Account) or "Settings".
- In the left sidebar, locate "Paket Saya" (My Packages) or "Langganan" (Subscriptions).
- Click this option to display your current subscription plan and billing information.
Step 3: cancel the subscription
- On the subscription details page, find the button labeled "Stop Berlangganan" (Stop Subscription) or "Batalkan" (Cancel).
- Click this button to proceed to the cancellation confirmation.
- Review the cancellation summary, which shows your final access date, then click "Confirm" to complete the cancellation.
Step 4: record confirmation and verify
- Screenshot the confirmation page and save it to your device or email it to yourself.
- Check your email for a cancellation acknowledgement from [email protected] or a no-reply address.
- Return to Vidio within the next 24 hours, log in, and confirm that your subscription status has changed to "Inactive" or displays the final access date.
How to cancel Vidio if you subscribed through apple app store
If you initially subscribed through the Apple App Store on iPhone, iPad, or Mac, you must cancel through Apple's system, not through Vidio.
Step 1: open settings on your apple device
- On iPhone or iPad, open Settings (the grey gear icon on your home screen).
- Tap your name at the very top of the Settings menu to access your Apple ID profile.
Step 2: navigate to subscriptions
- Tap "Subscriptions" (you may need to scroll down to find it).
- A list of all your active App Store subscriptions will appear.
- Find "Vidio" in the list and tap it.
Step 3: cancel the subscription
- On the Vidio subscription card, tap "Cancel Subscription" or "Edit".
- Apple will display a final confirmation message with your last billing date and final access date.
- Tap "Confirm Cancellation" or "Yes, Cancel" to complete the process.
Step 4: verify through Vidio
- Open the Vidio app and log into your account to confirm that your subscription now shows as inactive.
- Save the cancellation confirmation screen from Apple as proof.
Furthermore, Apple will send you a confirmation email to the address linked to your Apple ID. Your access to Vidio will end on the final billing date shown in the confirmation. You will not be charged again after that date.
How to cancel Vidio if you subscribed through google play
If you initially subscribed through the Google Play Store on Android, cancellation must occur through Google, not through Vidio directly.
Step 1: open google play on your android device
- On your Android phone or tablet, open the Google Play Store app (the coloured triangle icon).
- Tap the profile icon in the top-right corner of the screen.
Step 2: navigate to subscriptions
- From the menu, select "Subscriptions" or "Manage subscriptions".
- A list of all your active subscriptions will display.
- Find and tap "Vidio" in the list.
Step 3: cancel the subscription
- On the Vidio subscription details page, tap "Cancel subscription".
- Google Play will display a confirmation screen showing your final billing date and the date your access will end.
- Tap "Yes, cancel subscription" or "Confirm" to finalise the cancellation.
Step 4: confirm cancellation in the Vidio app
- Open the Vidio app and navigate to "Paket Saya" to verify that your subscription now shows as inactive.
- Screenshot the confirmation from Google Play and the Vidio app for your records.
Google will send a confirmation email to your registered Google account address. Your access will remain active until the final date shown in the confirmation, and no further charges will occur.
What happens after you cancel and when you lose access
Understanding the post-cancellation timeline helps you make the most of your remaining access and confirms that no further billing will occur.
Your access period after cancellation
Once you cancel, your subscription enters a "pending termination" state. You retain full access to all content in your current plan for the remainder of the current billing cycle. This means if you cancel on 10 November and your next billing date was 25 November, you can continue watching until 24 November at 23:59. On 25 November, the system automatically deactivates your account, and you lose access to premium content (free tiers may remain available, depending on Vidio's settings).
Consequently, there is no grace period or extended access after the billing cycle ends. Plan your cancellation accordingly if you want to use the service up to its final day.
Confirmation emails and billing records
Within 5 to 30 minutes of cancellation, Vidio sends a confirmation email to your registered address. This email typically includes:
- Cancellation date and time.
- Your final access date and time.
- Confirmation that no further charges will apply.
- A link to reactive your subscription if you change your mind within a certain period (usually 7 to 30 days).
Save this email permanently. At Yafee, we strongly advise clients to forward this confirmation to a personal email address or archive it so you have proof if a dispute arises. If Vidio charges you after the cancellation date, you can present this email to your bank or payment provider as evidence of your cancellation request.
Reactivating your subscription after cancellation
Some users cancel and then decide they want to reactivate later. Vidio typically permits reactivation through the same account for up to 30 days after cancellation. To reactivate, log into your account, navigate to "Paket Saya", and select "Reactivate" or select a new plan. Your billing will resume on the date you choose, and the system may retain your viewing history and watch list.
Refunds and disputed charges
Understanding your refund rights is essential if Vidio charges you after you cancelled or if an unexpected charge appears.
Refund eligibility and timing
Vidio does not offer automatic refunds for cancellations made before the billing cycle ends. This is standard practice for streaming services. However, you are entitled to a refund under the Consumer Protection Act 1999 if:
- Vidio charged you after you had successfully cancelled.
- You did not receive the service for the period you paid for.
- The cancellation mechanism was deliberately hidden or non-functional.
- You cancelled within 14 days of first purchase and are exercising a cooling-off period (though Vidio may argue this is digital content and falls outside the 14-day window).
If any of these circumstances apply, you have the right to request a refund. In accordance with consumer protection rules, Vidio must process your refund within 30 days of your request.
How to request a refund if you are charged incorrectly
- Gather proof: your cancellation confirmation screenshot, the confirmation email from Vidio, and your bank statement showing the disputed charge.
- Email Vidio support at [email protected] or [email protected] with the subject "Refund Request - Unauthorised Charge After Cancellation".
- In your email, include: (a) your account email address, (b) the date you cancelled, (c) the date the unauthorised charge appeared, (d) the amount in RM, and (e) your attached proof documents.
- Request a refund and state that the charge violates the Consumer Protection Act 1999.
- Set a calendar reminder to follow up after 21 days if you have not received a response.
Escalation through your bank or payment provider
If Vidio does not respond to your refund request within 30 days, you can escalate the dispute through your bank or payment provider. Most Malaysian banks and online payment services offer a dispute resolution process for unauthorised charges. Contact your bank directly and provide the same documentation (cancellation proof, confirmation email, and the disputed charge receipt). Your bank will open an investigation and, in most cases, reverse the charge within 60 to 90 days while the investigation proceeds.
Furthermore, if the dispute involves a credit card, you can file a chargeback claim with your card issuer, which offers additional consumer protection under Malaysian financial regulations.
Common mistakes that lead to continued charges
Most Vidio users who are charged after cancellation made one of these preventable errors. Recognising them now helps you avoid frustration and wasted money.
Mistake 1: cancelling in the wrong location
The most frequent error is cancelling through the Vidio app or website when the original subscription came through the Apple App Store or Google Play. Cancelling in Vidio does not stop the store from billing you. You must cancel through the store itself. Always verify your original payment method before taking action.
Mistake 2: forgetting to confirm the cancellation went through
Some users tap "cancel" but do not wait for the confirmation screen or check their email. Consequently, they believe they have cancelled when the system never processed the request. Always watch for the confirmation page and verify that your subscription status changed to "Inactive" within the app or website.
Mistake 3: ignoring the final access date
Users sometimes assume they lose access immediately after cancelling. In reality, you keep access until the end of the current billing cycle. If you do not know when that cycle ends, you may be surprised by a final charge or confused about when your access should expire. Yafee recommends you document the final access date from your cancellation confirmation and set a calendar reminder.
Mistake 4: not saving proof of cancellation
If a dispute arises later, you need evidence that you cancelled. Screenshots of the confirmation page and the confirmation email are your legal proof. Without these, resolving a chargeback or refund claim becomes much harder. Save your proof immediately after cancelling, not weeks later when you notice a charge.
Pricing comparison and when to cancel
Understanding Vidio's pricing structure and subscription term helps you decide whether to cancel or continue, and lets you assess whether you are receiving good value.
| Plan name | Monthly cost | Annual cost (if available) | Best for |
|---|---|---|---|
| Vidio Platinum | RM14.90 | Not listed | TV shows and films only |
| Vidio Platinum Extra | RM19.90 | Not listed | Sports fans wanting premium TV |
| Vidio Ultimate | RM24.90 | Not listed | All content, international channels |
| Vidio Free | RM0 | N/A | Ad-supported basic access |
At Yafee, we note that Vidio pricing is competitive for Southeast Asia. If you are consuming multiple sports events or international shows each month, the higher tiers justify the cost. However, if you subscribed for a single match or series, cancel immediately after viewing to avoid unwanted renewals. Monthly billing is standard for Vidio; no annual discount appears to be offered at this time.
A checklist to confirm you have cancelled successfully
Use this final checklist to ensure your cancellation is complete and you will not face surprise charges.
- [ ] I identified the original payment channel (Vidio direct, Apple App Store, or Google Play).
- [ ] I cancelled through the correct channel matching my original subscription method.
- [ ] I saw a cancellation confirmation screen on the app or website.
- [ ] I received a cancellation confirmation email within 30 minutes (checked spam folder).
- [ ] I screenshotted both the app confirmation and the email confirmation.
- [ ] I verified that my subscription now shows as "Inactive" in "Paket Saya" or account settings.
- [ ] I noted the final access date (the date when I will lose access).
- [ ] I set a calendar reminder for the day after the final access date to confirm the charge did not process.
- [ ] I saved the confirmation email to a permanent folder or forwarded it to a backup email address.
- [ ] I confirmed the next expected charge date and amount in my bank statement to ensure it does not appear.
Contact details and escalation
If you need to contact Vidio for support or to resolve a cancellation dispute, use the following details.
Vidio support channels
Vidio operates an email-only support system for international customers, including Malaysia. No telephone support, live chat, or office address in Malaysia is publicly listed.
| Support channel | Contact details | Typical response time |
|---|---|---|
| Email support (primary) | [email protected] or [email protected] | 5-14 business days |
| Billing address (Jakarta HQ) | SCTV Tower, 14th Floor, Senayan City, Jl. Asia Afrika Lot.19, Central Jakarta 10270, Indonesia | N/A (physical mail) |
| Website help section | support.vidio.com | Self-service articles |
Malaysia consumer protection authorities
If Vidio fails to respond to your refund or cancellation complaint within 30 days, you may escalate to the Malaysia Domestic Trade and Consumer Affairs Ministry (KPDNKK). You can file a formal complaint through the following channel:
- Organisation: Kementerian Perdagangan Dalam Negeri dan Hal Ehwal Pengguna (Ministry of Domestic Trade and Consumer Affairs)
- Complaint portal: mycomplaints.my or in-person at your nearest KPDNKK office.
- Basis for complaint: Alleged breach of Consumer Protection Act 1999 (automatic renewal without clear cancellation mechanism, unauthorised charges after cancellation, failure to refund).
Filing a complaint with KPDNKK is free and does not require a lawyer. The ministry will investigate and may compel Vidio to refund you or change its practices.
Final summary and next steps
Cancelling Vidio is straightforward once you identify your original subscription channel and complete the self-service steps in the correct location. Nevertheless, the most common error is cancelling in the wrong system (for instance, cancelling in the app when you subscribed through Apple App Store). Your cancellation takes effect immediately, but you retain access until the end of the current billing cycle. Save your confirmation email and screenshot; these are your proof if a dispute arises.
Under the Consumer Protection Act 1999, Vidio cannot charge you after you have cancelled, and if it does, you have the right to request a refund or escalate through your bank. At Yafee, we have helped thousands of consumers cancel streaming subscriptions and recover unwanted charges by following these exact steps and documenting their cancellation. Your subscription rights are protected by law, and Yafee is here to ensure you understand and exercise them.
Begin your cancellation today by identifying your payment channel, then follow the steps for your specific platform (app, website, Apple App Store, or Google Play). Save your proof immediately. If you encounter resistance or are charged after cancellation, contact Vidio support with your documentation, and if they do not respond within 30 days, file a complaint with KPDNKK or your bank.
Important warning
- Yafee cannot guarantee that the recipient will process your request.
- Yafee cannot guarantee the accuracy of content modified by the user.
- Yafee cannot prevent the recipient from disputing the legal scope.
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