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Frequently asked questions
Cancel Metrofax: Step-by-Step Guide
How to cancel Metrofax in the philippines and protect your fax records
What Metrofax is and why you might cancel
Metrofax is a cloud-based fax service that eliminates the need for physical fax machines or dedicated phone lines. You subscribe to a monthly plan, receive a dedicated fax number, and manage all incoming and outgoing faxes through an online portal. The service charges your payment method every month on a recurring billing cycle unless you actively cancel. If your business no longer requires fax capabilities or you have found a more cost-effective alternative, cancelling promptly prevents unnecessary charges. Yafee has prepared this guide to help you navigate the cancellation process while safeguarding your fax records.
Who uses Metrofax and what you are paying for
Small offices, medical clinics, legal firms, and sales teams rely on Metrofax to receive faxes from clients and partners without maintaining physical fax infrastructure. Your subscription covers a dedicated fax number, monthly page capacity (the total number of pages you can send and receive), email and mobile faxing capabilities, delivery confirmations, and an account management dashboard. You pay a base monthly fee determined by your plan tier. Critically, if you exceed your plan's page limit, Metrofax charges overage fees at ₱1.65 per additional page, which can substantially increase your monthly bill beyond the advertised price.
Metrofax payments and billing in the philippines
Metrofax does not accept local Philippine payment methods such as GCash or Maya. You must pay in USD using a credit card processed through an international payment gateway. This means exchange rate fluctuations directly affect your actual PHP charges each month. The service operates under Metrofax's standard terms of service and is subject to the Consumer Act of the Philippines (Republic Act No. 7394), which grants you specific protections as a consumer. Metrofax offers 24/7 customer support via phone at +1 (888) 321-3121, live chat, and email at [email protected]. Save all email confirmations and support tickets as proof of your cancellation request.
Understanding Metrofax pricing plans
Review your current plan and monthly costs before deciding whether to cancel or downgrade.
| Plan name | Monthly price (USD) | Monthly price (PHP) | Included pages | Best suited for |
|---|---|---|---|---|
| Essential | $9.95 | ₱550 | 550 pages | Solo practitioners, minimal fax volume |
| Professional | $12.95-$13.95 | ₱700-₱750 | 1,050 pages | Small teams and growing businesses |
| Premium | $35.95 | ₱2,000 | 3,000 pages | High-volume clinics and law offices |
| Overage charge | $0.03 per page | ₱1.65 per page | Pages beyond plan limit | Additional charges if you exceed monthly cap |
Log into your Metrofax account and review your last three invoices to identify your current plan and actual monthly charges. Many users discover they have been paying overage fees without realising it, which often prompts cancellation decisions.
Should you cancel or downgrade your Metrofax account
Evaluate whether complete cancellation is necessary or whether switching to a lower-cost plan better serves your needs.
Reasons to cancel Metrofax
You should cancel if you no longer receive faxes from clients or partners, if you have migrated to a competing service with lower rates, if you consistently exceed your monthly page limit and face substantial overage fees, or if faxing has become obsolete for your business operations. Additionally, if you are paying in USD and exchange rate fluctuations have made the service unaffordable in PHP terms, cancellation may be financially prudent.
Reasons to downgrade instead of cancelling
If you use faxing occasionally but do not require your current plan's capacity, downgrading to the Essential plan (₱550 per month) preserves your fax number and account history while reducing costs. This approach is particularly useful if you anticipate future fax requirements but want to reduce immediate expenses. Contact Metrofax support at [email protected] to request a downgrade, which typically takes effect on your next billing cycle without penalty.
Your consumer rights under philippine law
The Consumer Act of the Philippines (Republic Act No. 7394) protects you as a consumer purchasing Metrofax services.
Your legal position when cancelling
You have the right to cancel a subscription service provided you follow the service provider's stated cancellation procedure and provide clear written notice. Under the Consumer Act of the Philippines, Metrofax must honour your cancellation request without unreasonable delay. The law does not impose a mandatory cooling-off period for subscription services purchased online, but Metrofax's terms may specify a grace period. You are entitled to a refund of any advance payment if you cancel before the service period is delivered. If Metrofax fails to process your cancellation or continues charging you after you have cancelled, you can file a complaint with the Department of Trade and Industry (DTI) Consumer Protection Group, which enforces consumer rights across the Philippines.
Documentation and proof of cancellation
Always request written confirmation of your cancellation. Save email receipts, support ticket numbers, and chat transcripts. This evidence protects you if Metrofax disputes your cancellation or continues billing your card. If the company refuses to cancel despite your clear request, send a formal cancellation letter via email to [email protected] with a read receipt. Yafee recommends retaining all correspondence for at least 12 months.
How to cancel your Metrofax account
Follow these steps to cancel your account through the official online portal and confirm your cancellation in writing.
Step 1: log into your Metrofax account and access settings
- Open your web browser and navigate to the Metrofax login page.
- Enter your registered email address and password.
- Once logged in, click on "Settings" or "Account" in the left-hand navigation menu.
- Select "Subscription" or "Billing" to view your current plan details.
Step 2: locate and initiate the cancellation option
- In the Subscription section, look for a button or link labelled "Cancel Subscription" or "Downgrade Account".
- Click this option to begin the cancellation workflow.
- Metrofax may display a survey asking why you are cancelling; this is optional but providing feedback helps the company improve.
- Review the final billing date and confirm you understand when your account will be deactivated.
Step 3: confirm your cancellation request
- Click the confirmation button to submit your cancellation.
- You should receive an on-screen confirmation message with a cancellation reference number or ticket ID.
- Screenshot or copy this confirmation for your records.
Step 4: save your fax records before final deactivation
- Before the cancellation takes effect, log back into your account immediately.
- Navigate to "Fax History" or "Message Archive" in your account dashboard.
- Export or download all incoming and outgoing fax records in PDF or CSV format if Metrofax provides this option.
- Email these files to yourself or store them in cloud storage (Google Drive, OneDrive) to preserve them permanently.
- Note that Metrofax typically retains archived faxes for 30 days after cancellation; retrieve them within this window.
Step 5: request written cancellation confirmation via email
- Send an email to [email protected] with the subject line: "Cancellation Confirmation Request-Reference [Your Ticket ID]".
- Include your full name, email address, account number, and the cancellation reference number from Step 3.
- Request that Metrofax confirm your cancellation in writing and specify the exact date your account will be deactivated.
- Request a copy of your final invoice showing a zero balance or credit.
- Use "Read Receipt" or "Delivery Confirmation" when sending this email to prove it reached their servers.
Step 6: monitor your payment account
- Check your credit card or bank statement on your next scheduled billing date to ensure Metrofax has stopped charging you.
- If a charge appears after your cancellation date, contact your bank immediately and dispute the transaction as unauthorised.
- Simultaneously, email Metrofax support again with evidence of the erroneous charge.
Cancellation methods and contact details for Metrofax
Yafee recommends using the online portal cancellation as your primary method because it creates an immediate digital record.
Online account portal (recommended)
Log into your account at the Metrofax website, navigate to Settings > Subscription, and click Cancel Subscription. This method generates an instant confirmation and is the fastest way to stop recurring charges.
Phone cancellation
Call Metrofax customer support at +1 (888) 321-3121. This line operates 24 hours per day. Request to speak with a cancellation specialist, provide your account email and fax number, and ask the representative to process your cancellation immediately. Request a verbal confirmation number and ask them to email you a written confirmation. Note the date, time, and representative's name for your records.
Email cancellation request
Email [email protected] with the subject "Request to Cancel Metrofax Subscription". Include your full name, email address, account number, and fax number. State clearly: "I request cancellation of my Metrofax account effective immediately. Please confirm this cancellation in writing and provide a final invoice." Expect a response within 24 to 48 business hours.
Live chat support
Visit the Metrofax website and click the live chat icon. Explain your cancellation request to the agent, provide your account details, and ask for a transcript of the chat to be emailed to you. Save this transcript as proof of your cancellation request.
Refunds and final billing after cancellation
Understand how Metrofax calculates refunds and when your final invoice will arrive.
Prorated refund eligibility
If you cancel before the end of your current billing cycle, Metrofax may issue a prorated refund for unused days. For example, if you paid ₱700 for a month on the Professional plan but cancel 10 days into a 30-day cycle, you may receive a refund for the remaining 20 days (approximately ₱467). The exact refund calculation depends on Metrofax's refund policy, which you should request in writing.
Timeline for refund processing
Metrofax typically processes refunds within 5 to 10 business days of your cancellation. The refund will be credited back to the original payment method (your credit card or bank account). Check your bank statement or credit card portal within 14 days of cancellation to verify the refund has been processed.
Final invoice and zero-balance confirmation
Request a final invoice from Metrofax confirming your account balance is zero and no outstanding charges remain. This document protects you if the company later attempts to claim you owe money. Yafee advises retaining this invoice for your records indefinitely.
Common mistakes to avoid when cancelling Metrofax
Cancellation is straightforward when you follow the correct procedure; most problems arise from incomplete communication or failure to verify that the service has stopped charging.
Mistake 1: cancelling without saving your fax records
Metrofax deletes archived faxes permanently after 30 days of cancellation. If you do not export your fax history before this deadline, you lose access to all records. Download or export your complete message archive in Step 4 of the cancellation process.
Mistake 2: assuming cancellation is complete without written confirmation
A confirmation message on the website is helpful but not conclusive proof. Send a follow-up email requesting written confirmation. This protects you if Metrofax later disputes whether you actually cancelled.
Mistake 3: not monitoring your next billing statement
The most common problem is discovering that Metrofax continued charging your card weeks after you cancelled. Review your credit card or bank statement on the date your next payment was due. If Metrofax charged you after cancellation, immediately dispute the transaction with your bank and escalate the issue to Metrofax support.
Mistake 4: cancelling by phone without email follow-up
Phone conversations do not create a permanent written record. If you cancel by phone, always send a confirmation email to [email protected] within one hour, stating: "This is to confirm that I cancelled my Metrofax subscription via phone on [date] at [time] with [representative's name]. Reference number: [number provided by representative]."
Mistake 5: failing to contact your bank if unauthorised charges continue
If Metrofax charges you after cancellation, your credit card company can reverse the transaction within 60 days of the charge. Report the unauthorised charge to your bank immediately; do not delay, as the window closes after two months.
What happens after you cancel Metrofax
Your account closure follows a predictable timeline once you have submitted your cancellation request.
Immediate effects of cancellation
Your fax number becomes unavailable to receive new incoming faxes on the cancellation date. Any faxes sent to your number after this date will bounce back to the sender. Your login access to the Metrofax portal may be restricted immediately or after a grace period, depending on Metrofax's policy. Yafee recommends downloading all fax records before the cancellation takes effect to avoid losing access.
Account retention period
Metrofax typically retains your archived fax records for 30 days after cancellation. After this period, all messages are permanently deleted. You cannot retrieve deleted faxes, so export your complete history before the 30-day window closes.
Final billing cycle
Your final charge will appear on your credit card or bank account on or before the cancellation effective date. No further charges should appear after this date. If a charge appears on a subsequent billing date, contact your bank and file a dispute for an unauthorised transaction.
Customer support access after cancellation
You may lose access to Metrofax customer support once your account is deactivated. If you encounter issues retrieving your fax records or need clarification on your final invoice, contact support immediately after cancellation, while your account is still active or within a brief grace period.
Protecting your data and records before cancellation
Your fax archive contains important business communications and may include confidential client information, medical records, or legal documents.
Exporting your complete message history
Log into your Metrofax account, navigate to "Message History" or "Fax Archive", and select all messages for export. Metrofax may offer options to export as PDF, CSV, or ZIP file. Choose the format that best suits your storage and retrieval needs. A CSV export is machine-readable and allows you to import messages into other systems if necessary.
Secure storage of exported records
Store your exported fax records in at least two separate locations: one on your local computer or external hard drive, and one in cloud storage (Google Drive, OneDrive, Dropbox). This redundancy protects against data loss if one storage method fails. Consider encrypting sensitive documents before uploading to cloud storage.
Informing clients of your fax number change
If your business fax number changes because you are cancelling Metrofax, notify all regular contacts and business partners of your new contact method. Update your business website, email signature, and printed materials to reflect the change. This prevents lost communications from clients attempting to reach you via the deactivated fax number.
Comparison of Metrofax alternatives in the philippines
Before you finalise your cancellation, consider whether an alternative fax service better meets your current needs.
| Service | Starting price (PHP) | Local payment support | Best for |
|---|---|---|---|
| Metrofax | ₱550 (USD billing) | No (USD only) | Established users with high volume |
| eFax (J2 Global) | ₱450-₱900 | Limited (requires international card) | Small teams, variable fax volume |
| Google Fax (third-party apps) | ₱0-₱300 | Accepts GCash and Maya via app | Occasional users, minimal cost |
| Local Philippine providers | ₱600-₱1,200 | Yes (GCash, bank transfer, cash) | Businesses requiring local support and payment flexibility |
| Email-only communication | ₱0 | N/A | Organisations phasing out fax entirely |
Research alternatives before submitting your cancellation to ensure you have a replacement solution in place. Many businesses discover that a local Philippine fax provider offers superior payment flexibility and customer support aligned with local time zones.
If Metrofax refuses to cancel your account
Escalate your complaint formally if Metrofax fails to honour your cancellation request or continues charging you without authorisation.
Formal complaint to Metrofax management
Send a registered letter (or certified email with read receipt) to Metrofax's billing department stating: "I have requested cancellation of my Metrofax account [account number] on [date]. Despite this request, you have continued charging my card. I demand immediate cancellation and a full refund of all charges incurred after my cancellation request. Please respond within 7 days." Include copies of your cancellation confirmation, email requests, and bank statements showing unauthorised charges.
Dispute with your credit card company
Contact your bank or credit card issuer and dispute all charges that occurred after your cancellation date. Provide your bank with written evidence of your cancellation request (email receipts, support ticket numbers, and Metrofax communications). Your bank can reverse unauthorised charges within 60 days, and the dispute process protects you while the matter is investigated.
Escalation to the department of trade and industry (DTI)
If Metrofax refuses to respond or continues billing you, file a formal complaint with the Department of Trade and Industry Consumer Protection Group. The DTI enforces consumer rights under the Consumer Act of the Philippines (Republic Act No. 7394) and investigates unauthorised billing practices. You can file a complaint online at the DTI website or visit your regional DTI office in person. Yafee recommends including all written evidence and a clear timeline of events.
Chargeback through your bank
If Metrofax does not respond to your cancellation request or your DTI complaint within 30 days, your bank may initiate a chargeback (reversal) of the disputed transactions. A chargeback is a formal dispute mechanism that forces the merchant (Metrofax) to prove that your charges were authorised. Most chargebacks result in refunds if you can demonstrate that you requested cancellation and the charges continued without your consent.
Final checklist before you cancel Metrofax
Use this checklist to ensure you have completed all necessary steps and protected your interests.
| Task | Status | Evidence to retain |
|---|---|---|
| Review your last three Metrofax invoices and confirm plan type and costs | Checkbox | Saved invoice PDFs with dates and amounts |
| Evaluate whether downgrading is a better option than cancelling | Checkbox | Comparison of plans and cost projections |
| Export and save all fax records and message history | Checkbox | Downloaded CSV or PDF files stored in two locations |
| Submit cancellation request via the online account portal | Checkbox | Screenshot of confirmation page with reference number |
| Send written cancellation confirmation email to [email protected] | Checkbox | Email receipt with read/delivery confirmation |
| Monitor your bank statement on the next scheduled billing date for charges | Checkbox | Bank statement showing zero new charges after cancellation date |
Metrofax cancellation address and contact information
Retain this contact information for all cancellation communications and future correspondence.
Primary contact methods
Email: [email protected]; Telephone: +1 (888) 321-3121 (24 hours, 7 days per week); Live Chat: Available on the Metrofax website during business hours; Web Portal: Account settings at Metrofax.com.
For billing and refund inquiries
Address all refund disputes and billing questions to [email protected] with the subject line "Billing Inquiry-Account [Your Account Number]". Request a written response and confirmation of your refund status within 10 business days.
Escalation contact (DTI consumer protection group)
If Metrofax does not respond to your cancellation request, file a complaint with the Department of Trade and Industry Consumer Protection Group. The DTI website (www.dti.gov.ph) provides an online complaint portal and contact details for regional offices across the Philippines. Include your Metrofax account details, all email correspondence, and proof of payment in your formal complaint.
Conclusion
Cancelling your Metrofax account is a straightforward process when you follow the steps outlined in this guide. Log into your account, submit your cancellation through the online portal, request written confirmation via email, download your fax records within 30 days, and monitor your bank statement to confirm charges have stopped. The Consumer Act of the Philippines (Republic Act No. 7394) protects you as a consumer and grants you the right to cancel subscription services provided you follow the correct procedure. If Metrofax refuses to honour your cancellation or continues charging you, dispute the charges with your credit card company or escalate the matter to the Department of Trade and Industry. Yafee has helped thousands of consumers cancel unwanted subscriptions safely and recover unauthorised charges by following this exact methodology. Save all documentation, verify that your final invoice reflects a zero balance, and ensure at least one month passes without charges before you consider the cancellation complete. Your fax records are yours to keep; export them before the 30-day retention period expires. If you have further questions about your cancellation or your consumer rights, contact Metrofax support directly or consult the DTI Consumer Protection Group for guidance specific to your situation.