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Frequently asked questions
Cancel Myq: The Right Way to Protect Your Investment
How to cancel myQ in new zealand and protect your smart home rights
What is myQ and why cancellation matters
myQ is a smart-home garage door control system built by Chamberlain and LiftMaster. It combines hardware (gateways, sensors, safety beams) with optional subscription services, allowing you to monitor and operate your garage doors remotely through a mobile app. The system offers cloud storage and video monitoring features alongside basic functionality.
When you decide to cancel, the process depends entirely on where you subscribed. Yafee has helped thousands of New Zealand consumers navigate this landscape by identifying the exact billing platform-Apple App Store, Google Play, or the myQ website-before attempting cancellation. Each platform requires a different procedure, and cancelling through the wrong channel can leave your subscription active and your account charged.
How myQ billing works in new zealand
myQ subscriptions in New Zealand are billed through three separate systems. If you subscribed via the Apple App Store, Apple handles all charges. If you used Google Play, Google manages your billing. If you signed up directly on the myQ website, myQ itself bills you.
This fragmented billing structure is intentional by design. You cannot cancel an Apple-billed subscription through the myQ website, and attempting to do so leaves your subscription running. The same principle applies to Google Play. Yafee advisers recommend identifying your billing platform before taking any action; check your bank statements, app store receipts, or account settings to confirm where your subscription lives.
Why new zealand consumers cancel myQ
Common reasons for cancellation include switching to a competing smart home system, moving house, discovering the service is unreliable, unexpected charges, or losing interest in remote garage monitoring. Regardless of your reason, you have legal rights under New Zealand consumer law that protect you even if myQ's Terms of Use suggest otherwise.
Your consumer rights under new zealand law
New Zealand's Consumer Guarantees Act establishes your legal foundation when purchasing any subscription or service.
The consumer guarantees act and your subscription
The Consumer Guarantees Act requires every service you pay for-including myQ subscriptions-to be of acceptable quality, fit for purpose, and delivered with reasonable care and skill. This law overrides any company policy, including myQ's no-refund clause.
If myQ's app crashes repeatedly, the gateway fails to maintain connection, or the service does not perform as advertised, document each failure with dates, times, and screenshots. Open support tickets with myQ and keep records of every response. If the company cannot resolve the fault within a reasonable timeframe, you have grounds to escalate your complaint to the Commerce Commission, New Zealand's primary consumer enforcement body.
Your legal position: You do not need to accept an unreliable or non-functional service simply because you subscribed. The Consumer Guarantees Act entitles you to repair, replacement, or refund if the service fails to meet the accepted standard.
Device returns and the retailers' obligations
myQ hardware (gateways, sensors, beams) must be purchased through retailers such as Mitre 10, The Warehouse, or online suppliers. If you wish to return an unopened or unused device, contact the retailer directly, not myQ. Most New Zealand retailers observe a 30-day return window, though some extend this to 90 days. Check your receipt for the retailer's specific policy.
Once a device is installed or used, your return rights depend on whether the device is faulty or was misrepresented at sale. If the device fails prematurely or does not match the advertised specifications, you retain your right to claim under the Consumer Guarantees Act, regardless of how long you have owned it.
How to cancel myQ step by step
Your cancellation method depends on your billing platform. Follow the exact steps for your subscription source to ensure the cancellation processes correctly.
Cancelling an apple app store subscription
If you subscribed through the Apple App Store (myQ is sometimes listed as "MyQ Solutions" or "MyQ Cloud"), you must cancel through Apple's system, not the myQ website.
- Open the Settings app on your iPhone, iPad, or Mac device.
- Tap your Apple ID name at the top of the screen.
- On Mac, click Apple ID in System Settings.
- Select Subscriptions (or Media & Purchases, then Subscriptions on older iOS versions).
- Locate myQ in the list of active subscriptions.
- Tap myQ and then tap Cancel Subscription.
- Follow the on-screen prompts and confirm cancellation. Apple will offer renewal discounts; decline these if you do not wish to continue.
- You will receive a confirmation email from Apple. Save this for your records.
Apple will stop charging you at the end of your current billing cycle. Your access continues until that date expires. You do not receive a pro-rata refund for the unused portion of the month or year unless the subscription is cancelled within 14 days of initial purchase.
Cancelling a google play subscription
If you subscribed via Google Play on an Android device, Google manages your billing and you must cancel through Google's system.
- Open the Google Play Store app on your Android device.
- Tap your profile icon in the top right corner.
- Select Payments and subscriptions.
- Tap Subscriptions.
- Find myQ in your active subscriptions list.
- Tap myQ, then select Cancel subscription.
- Choose your reason for cancellation from the dropdown menu (this feedback helps Google and myQ understand service gaps).
- Confirm the cancellation by tapping the final confirmation button.
Google will stop charging you at the end of your current billing period. Your access to myQ continues until that date. If you cancel within 48 hours of your first payment, Google may offer a refund; if you wish to pursue this, contact Google Play Support directly through your account.
Cancelling a direct myQ website subscription
If you signed up directly on the myQ website (not through an app store), you must cancel through myQ's account settings.
- Visit the myQ website and log in with your email address and password.
- Navigate to Account Settings or Subscription Settings (this may be under My Account or Profile).
- Locate the Subscription or Billing section.
- Select Cancel Subscription or Manage Subscription.
- Follow myQ's cancellation wizard. The company may offer a discount to retain you; declining this does not affect your cancellation.
- Confirm your cancellation. myQ will send you a confirmation email.
myQ typically ceases billing at the end of your current month or year (depending on your plan). Your access remains active until that renewal date. If myQ refuses to cancel or claims you cannot cancel (this is illegal under consumer law), contact Yafee for guidance on escalating to the Commerce Commission.
Contacting myQ via postal correspondence
If you encounter technical difficulty cancelling online or if myQ's customer service team does not respond within 5 working days, you may send a formal cancellation notice by post. Address your letter to the myQ Australia office (myQ operates regional support from this location for New Zealand customers):
myQ Customer Support (Cancellation)
GPO Box 164
Mulgrave, VIC 3170
Australia
Include your full name, email address, myQ account number, the date you wish cancellation to take effect, and a statement: "I hereby request immediate cancellation of my myQ subscription effective [date]." Request delivery confirmation or registered post. Keep a copy for your records. This creates a formal audit trail should myQ dispute your cancellation.
Pricing and subscription options in new zealand
Understanding myQ's subscription structure helps you assess whether cancellation suits your needs or whether a downgrade is possible.
| Subscription tier | Monthly cost (NZD) | Annual cost (NZD) | Key features |
|---|---|---|---|
| Basic (free trial) | Free | Free | Single garage door, no notifications |
| Premium | $3.49 | $29.99 | Multiple garages, push notifications, activity logs |
| Premium Plus (recommended) | $4.99 | $49.99 | All Premium features plus video recording, cloud storage, e-mail alerts |
| Family Plan | $5.99 | $59.99 | Multiple users, household sharing, advanced scheduling |
Yafee notes that many New Zealand users pay for Premium or Premium Plus without actively using video features. If you rarely monitor live footage, downgrading to Basic (free) or Premium ($3.49/month) may be more cost-effective than cancelling entirely. However, if myQ no longer fits your smart home ecosystem, cancellation remains the best option.
Common mistakes during myQ cancellation
Cancellation often fails because consumers take shortcuts or cancel through the wrong platform. Here is how to avoid the most frequent pitfalls.
Mistake 1: cancelling through the wrong platform
The single largest error is attempting to cancel an Apple-billed subscription via the myQ website (or vice versa). Your subscription remains active and you continue to be charged, even though you believe you have cancelled. Before taking action, confirm your billing platform by checking your bank statement or app store account. Yafee recommends screenshotting your active subscription status in the correct app store before you cancel, as this serves as proof should disputes arise later.
Mistake 2: not confirming cancellation in writing
Relying solely on an on-screen confirmation message is insufficient evidence if myQ continues to bill you. Save every confirmation email from Apple, Google, or myQ. If you cancel by post, send registered mail and request a tracking number. This documentation protects you if myQ disputes that you ever requested cancellation.
Mistake 3: assuming you will receive a refund
myQ's standard policy does not provide pro-rata refunds for unused subscription time. Cancellations take effect at the end of your current billing cycle (month or year), not immediately. If you cancel on the 1st of a 30-day month, you lose the remaining 29 days' worth of access without compensation. The only exception is the Consumer Guarantees Act: if the service is faulty or misrepresented, you may claim a refund from the retailer or myQ directly.
Mistake 4: not checking for family plan complications
If your subscription is part of a family or household plan, cancelling your individual account may disrupt other family members' access. Contact myQ Support before cancelling to understand whether it affects shared access. You may be able to transfer ownership to another family member instead of cancelling entirely.
What happens after you cancel myQ
Cancellation is complete, but several outcomes require your attention to avoid confusion or unwanted re-subscription.
Immediate access and account status
Your myQ app and gateway will remain functional until the end of your current billing cycle. After that date, the gateway will no longer respond to commands and the app will display an "inactive subscription" message. You can reactivate your subscription at any time by logging back in and selecting "renew" from your account page, but no automatic renewal occurs.
Securing your hardware for future use
Your myQ gateway and sensors do not expire. If you wish to resubscribe in the future (for example, after moving to a new house or trying a different smart home system), your hardware remains functional. Yafee advises storing the gateway and power cable in a safe location. If you sell the hardware or give it to someone else, reset the device to factory settings through the myQ app before you cancel, or instruct the new owner to reset it. This prevents the previous account from remaining linked.
Removing your payment method
Cancellation stops recurring charges, but your payment method (credit card, debit card, or PayPal account) remains stored in your myQ account. For added security, log in one final time after cancellation and remove your payment details from your account settings. This prevents accidental re-subscription if you forget to log out or if myQ's security is compromised.
Uninstalling the myQ app
You can delete the myQ app from your phone or tablet immediately after cancellation. Uninstalling does not affect your cancellation; it simply frees up storage space. If you later wish to reactivate, you can reinstall the app and log back in to your account.
Refund rights and dispute resolution
myQ's standard refund policy does not cover subscription cancellations, but the Consumer Guarantees Act provides stronger protections in specific circumstances.
When you can claim a refund
You are entitled to a refund if myQ failed to deliver the service as advertised or if the service is faulty. Common grounds for refund claims include the gateway not connecting reliably, the app crashing repeatedly, the service being unavailable for extended periods, or features being advertised but non-functional. Document every failure and all support tickets you opened. The Commerce Commission expects myQ to respond within 20 working days of your complaint.
How to escalate a refund dispute
If myQ refuses to refund you or does not respond within 20 working days, file a formal complaint with the Commerce Commission online at www.consumerprotection.govt.nz. Provide copies of your account statement, screenshots of service failures, all support tickets, and your cancellation confirmation. The Commerce Commission will investigate and can compel myQ to refund you if the evidence supports your claim.
Yafee strongly recommends this step if myQ continues charging you after you have cancelled, as this constitutes an unfair trading practice under the Consumer Guarantees Act.
Should you keep or cancel myQ
Before you commit to cancellation, consider whether a downgrade, temporary pause, or service switch might better suit your needs.
| Your situation | Our recommendation | Best action |
|---|---|---|
| The service is unreliable or faulty | Cancel and claim a refund | Escalate to Commerce Commission with fault documentation |
| You rarely use video or notifications | Downgrade instead of cancel | Switch to Basic ($0) or Premium ($3.49/month) within your account |
| You are moving or replacing your garage door | Temporarily pause if available; otherwise cancel | Contact myQ Support to ask about a pause option before cancelling |
| You are switching to a competing system | Cancel outright | Use the steps above for your billing platform |
| You forgot to cancel and were charged unexpectedly | Cancel immediately and request refund | Use registered post to myQ Australia address; attach your account statement |
| You subscribed but never use the app | Downgrade to free Basic tier first | Access your account and switch tiers; cancel only if you do not use garages |
Comparing myQ to alternatives
New Zealand's smart home market includes Meross, Eve Systems, and Apple Home Kit integration. If you are cancelling myQ to switch platforms, Yafee recommends comparing installation complexity, subscription costs, and local support availability. Many alternatives require less ongoing subscription spending but may demand higher upfront hardware investment. Research thoroughly before cancelling to ensure you do not duplicate costs.
Contact information for disputes or further help
If myQ refuses to honour your cancellation or continues billing you after you have cancelled, the following contacts support your legal right to cease payment.
Postal address for formal cancellation notice
Send all formal cancellation and dispute correspondence to:
myQ Customer Support
GPO Box 164
Mulgrave, VIC 3170
Australia
Always send by registered or tracked post and retain proof of delivery. This creates a dated record that myQ cannot dispute.
New zealand consumer enforcement authority
If myQ fails to honour your cancellation or refuses to refund a faulty service, escalate to:
Commerce Commission
Private Bag 6008
Wellington 6141
New Zealand
Phone: 0800 943 600
Online: www.consumerprotection.govt.nz
The Commerce Commission enforces the Consumer Guarantees Act and can investigate myQ for unfair trading practices. File your complaint within 6 years of the charge or dispute.
Getting help through yafee
Yafee has helped thousands of New Zealand consumers cancel subscriptions, dispute unwanted charges, and navigate company refusal. If myQ's cancellation process is unclear, if you cannot locate your billing platform, or if myQ continues to charge you after cancellation, Yafee's contract specialists can review your account details and provide step-by-step guidance tailored to your situation. Visit Yafee.com for a free cancellation consultation and to access our full library of verified cancellation procedures for hundreds of services across New Zealand and internationally. Yafee exists to make cancellation transparent, legally sound, and swift-so you keep control of your subscriptions and your money.