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Frequently asked questions
Cancel Maya: The Right Way
How to cancel Maya and stop unwanted charges today
What Maya is and why you might need to cancel
Maya is the Philippines' leading digital finance app that lets you pay bills, send money via QR code, store funds in a wallet, and access savings tools all from one platform. If you've signed up for a Maya service-whether it's a subscription plan, a business tool, or a recurring digital purchase-you're in the right place to understand your cancellation options.
The reality is straightforward: cancelling Maya requires precision because the app processes different charges in different ways. You might hold an auto-renewing business subscription like Maya Terminal, a one-time digital purchase through the platform, or simply want to close your account entirely. Each situation demands a different cancellation path, and Yafee specialises in walking you through these distinctions with clarity and authority.
Common reasons you might cancel Maya
You decide to cancel Maya for many valid reasons. Perhaps you've switched to a competitor like GCash or Coins.ph for everyday transactions. Maybe a monthly business subscription like Maya 123 Grow Bundle stopped delivering value. Or you've discovered an unexpected recurring charge that support hasn't resolved quickly enough. Whatever your reason, cancellation deserves to be straightforward, and at Yafee, we believe you have the right to a clear, hassle-free process.
Why Maya support can feel slow or unclear
User feedback consistently shows that Maya's customer support-available Monday to Friday 8:00 AM to 8:00 PM and Saturday 8:00 AM to 5:00 PM-sometimes takes days to respond to cancellation requests. Support channels include the in-app Help Center, email at [email protected], live chat, and the hotline at +632 8845 7788. The delay itself frustrates, especially when a charge remains active. That is why Yafee walks you through every step: so you stay in control and know exactly what to expect.
Your consumer rights under philippine law
The Consumer Act of the Philippines (Republic Act No. 7394) protects you as a consumer and grants you specific rights when dealing with subscriptions and digital services.
What republic act no. 7394 says about cancellations and refunds
Under the Consumer Act, you have the right to cancel any subscription or recurring service without undue penalty. If Maya has charged you unfairly, charged you after cancellation, or charged you without clear consent, you can demand a refund. Maya must respond to your cancellation request in writing and confirm when your service ends and any refund processes. If Maya refuses to refund or delays cancellation beyond 14 days, you can escalate to the Department of Trade and Industry (DTI) or file a complaint with the Bangko Sentral ng Pilipinas (BSP) if the service involves financial products.
Your legal position
You have the right to cancel any subscription or digital service without penalty under Philippine consumer law. Maya must acknowledge your cancellation within 14 days and stop all charges immediately. If the company ignores your request, continues charging, or refuses a refund without justification, you can file a formal complaint with the DTI Consumer Protection Group or the BSP Financial Consumer Protection Center.
When to involve the DTI or BSP
If Maya ignores your cancellation request after 14 days, continues to charge you after you've cancelled, or refuses a refund without justification, you have grounds to file a formal complaint. The DTI handles general consumer grievances under the Consumer Act, while the BSP oversees financial service providers like Maya. Yafee recommends attempting direct cancellation first, but knowing your escalation rights puts you in a stronger negotiating position when you contact Maya's management.
Methods to cancel Maya and stop charges
You have four main cancellation paths, depending on what you're trying to cancel.
Cancellation via in-app help center
The fastest route for many users is the in-app Help Center. Follow these steps to initiate cancellation through the Maya application:
- Open the Maya app on your smartphone or tablet.
- Navigate to your profile icon or settings menu, typically located in the bottom right corner.
- Select "Help" or "Support."
- If you see "Account Management," select that option.
- If you see "Billing," tap "Billing" instead.
- Choose "Cancel Subscription" or "Close Account" from the menu.
- Follow the on-screen prompts, which will ask you to confirm your request and may ask why you're leaving.
- Take a screenshot of the confirmation screen and save it to your device.
Submitting through the app creates a timestamp record, which proves your cancellation date if you later need to dispute a charge or escalate to the DTI.
Cancellation via email
Email provides a written record of your cancellation request and is the recommended method under Philippine consumer law for formal requests. Follow these steps:
- Compose an email to [email protected] with the subject line "Request to Cancel Maya Account [Your Name] - [Date]."
- Include the following information in the email body:
- Your full name as registered with Maya.
- Your registered mobile phone number.
- Your registered email address with Maya.
- The type of subscription or service you wish to cancel (for example, "Maya Terminal," "Maya 123 Grow Bundle," or "General Account Closure").
- The date you wish cancellation to take effect.
- A brief statement: "I request immediate cancellation of my Maya account and all associated recurring charges, effective [date]."
- Send the email and retain a copy in your sent folder for records.
- Send a follow-up email 7 days later if you do not receive a written confirmation from Maya.
Under the Consumer Act, Maya must respond to your written request within 14 days. Email creates a legally defensible record if the company later disputes whether you cancelled.
Cancellation via phone hotline
The Maya hotline offers real-time communication but requires you to document the conversation. Follow these steps:
- Call +632 8845 7788 during business hours (Monday to Friday 8:00 AM to 8:00 PM, Saturday 8:00 AM to 5:00 PM).
- Request to speak with a customer service representative about account cancellation.
- Provide your full name, registered mobile phone number, and the reason for cancellation when asked.
- Request the representative's name and reference number for the cancellation ticket.
- Ask for a confirmation email to be sent to your registered email address within 24 hours.
- Document the call: write down the date, time, representative name, reference number, and a summary of what was discussed.
Do not rely on verbal confirmation alone. Request written confirmation via email within 24 hours to create a legally binding record.
Cancellation via live chat
The in-app live chat feature allows you to cancel without leaving the app. Follow these steps:
- Open the Maya app and navigate to the Help section.
- Select "Live Chat" or "Chat with Support."
- Type your message: "I request to cancel my Maya account and all subscriptions. Please confirm my cancellation request and provide a reference number."
- Wait for a support representative to respond.
- Provide the information they request (name, phone number, account details).
- Request written confirmation to your email address.
- Take a screenshot of the entire conversation before closing the chat.
Live chat conversations are recorded, but screenshots protect your interests if the company later disputes the cancellation date.
Pricing and subscription types at Maya
Understanding what you're paying for helps you cancel the right service. The table below outlines Maya's common subscription plans and features:
| Service / Plan | Monthly Cost | Type | Cancellation Priority |
|---|---|---|---|
| Maya Basic Account | Free | One-time signup | Low - no charges |
| Maya Terminal (Business) | ₱299-₱999 | Auto-renewing subscription | High - recurring charge |
| Maya 123 Grow Bundle | ₱129 | Auto-renewing subscription | High - recurring charge |
| Digital purchases or add-ons | Variable | One-time or recurring | Medium - verify recurrence |
| Maya Save feature (deposits) | Free | One-time deposits | Low - user-controlled |
| Third-party linked services | Variable | Subscription or one-time | High - verify provider |
If you hold a subscription plan marked "High," prioritise cancellation to stop recurring charges immediately.
Timeline and what to expect after cancellation
The cancellation process follows a clear legal timeline under Philippine consumer law.
Within 24 hours of your cancellation request
You should receive a confirmation email or in-app notification acknowledging your cancellation request. If you do not receive confirmation within 24 hours, send a follow-up email to [email protected] stating your original cancellation date and requesting written proof.
Within 7 to 14 days of your cancellation request
Maya must stop all recurring charges and confirm the cancellation in writing. Your account should transition to a closed or inactive status. Any refunds for unused services or erroneous charges should be processed within this period. If you were charged after submitting your cancellation request, contact Maya immediately and reference the Consumer Act requirement to refund overages.
After 14 days
If Maya has not confirmed cancellation, stopped charges, or processed a refund, you have the right to escalate to the Department of Trade and Industry. At Yafee, we recommend documenting every step (screenshots, emails, reference numbers) so you can present a complete case to the DTI if necessary. The DTI Consumer Protection Group will investigate Maya's compliance with the Consumer Act and can impose penalties or order refunds.
Refunds and recovering unwanted charges
Under Republic Act No. 7394, you have the right to a refund for charges incurred after your cancellation request or charges made without your informed consent.
How to request a refund from Maya
Follow these steps to recover money charged after cancellation:
- Review your bank statement or Maya wallet transaction history for the date of the erroneous charge.
- Send an email to [email protected] with the subject "Refund Request - Charges After Cancellation [Your Name]."
- Include:
- Your full name and registered phone number.
- The date you submitted your cancellation request.
- The date and amount of the unwanted charge.
- A screenshot of your bank statement or wallet showing the charge.
- A statement: "I request a full refund of ₱[amount] charged on [date], which was processed after my cancellation request of [date]."
- Reference the Consumer Act: "Under Republic Act No. 7394, I am entitled to a refund for charges incurred after my cancellation request."
- Set a 14-day deadline: "I expect a refund within 14 days of this email. If you do not process the refund, I will file a complaint with the Department of Trade and Industry."
If Maya refuses to refund
If Maya does not refund within 14 days, file a complaint with the DTI Consumer Protection Group. You can do this online at dti.gov.ph or visit your nearest DTI regional office. Bring all documentation: emails, screenshots, bank statements, and cancellation proof. The DTI can order Maya to refund the charge plus interest, and may impose administrative fines on the company for violating consumer protection law.
Common mistakes to avoid when cancelling Maya
Cancellation is straightforward if you follow the correct procedure, but missteps can delay refunds or leave charges active. Avoid these errors:
Mistake 1: relying on verbal confirmation alone
Phoning the hotline and accepting verbal confirmation is not sufficient under Philippine law. The company can later claim you never cancelled if you do not have written proof. Always request written confirmation via email within 24 hours. Save all emails and screenshots in a folder labelled "Maya Cancellation" on your device.
Mistake 2: not documenting your cancellation date
If a dispute arises, you need to prove when you submitted your cancellation request. Email and in-app submissions create automatic timestamps. Phone calls and live chat require you to document the date and time manually and ask for a reference number. Without this record, the DTI cannot verify your claim if Maya continues to charge you.
Mistake 3: ignoring charges after you cancelled
Do not assume Maya will automatically stop charging. Check your bank statement or wallet weekly for 30 days after cancellation. If a charge appears, contact Maya immediately and cite the Consumer Act. The longer you wait, the harder it is to dispute the charge and recover money under Philippine consumer law.
Mistake 4: cancelling the wrong service
If you hold multiple Maya products (for example, Maya Terminal and a linked savings service), cancelling one does not cancel the others. Specify exactly what you want cancelled in every request. For example, write "Cancel Maya Terminal subscription effective [date]" rather than "Cancel my Maya account." Yafee advises you to list each subscription separately.
Mistake 5: not following up after 7 days
If you do not receive written confirmation of cancellation within 7 days, send a follow-up email to [email protected] referencing your original request and the Consumer Act 14-day response requirement. This creates a second timestamp and shows you are serious about enforcement. If Maya still does not respond, you can file a DTI complaint citing both the original and follow-up request dates.
Escalation: what to do if Maya does not cancel
The Consumer Act gives you a clear escalation path if Maya ignores your cancellation request or refuses to refund.
Step 1: send a formal demand letter
After 14 days without written cancellation confirmation, send a registered letter (or email with read receipt) to Maya's registered office in Mandaluyong stating:
- Your original cancellation request date.
- The 14-day legal response deadline under the Consumer Act.
- That Maya has failed to confirm cancellation and stop charges.
- Your demand for written confirmation of cancellation within 7 days.
- Your threat to escalate to the DTI if Maya does not comply.
Step 2: file a complaint with the department of trade and industry
If Maya does not respond to your demand letter within 7 days, file a formal complaint with the DTI Consumer Protection Group. You can:
- Visit dti.gov.ph and submit an online complaint.
- Call the DTI hotline at 1345 or 1342 (toll-free).
- Visit your nearest DTI regional office in person with all documentation.
Bring copies of:
- Your original cancellation request (email screenshot or chat record).
- All follow-up emails and correspondence with Maya.
- Your bank statements showing unwanted charges.
- Your demand letter and proof of delivery.
- Any reference numbers or ticket numbers from Maya support.
Step 3: file a complaint with the bangko sentral ng pilipinas
If your issue involves payment processing, digital wallet security, or financial product charges (not general subscription services), you can also file a complaint with the BSP Financial Consumer Protection Center. Visit bsp.gov.ph or call the BSP Hotline at 1407 (toll-free). The BSP can compel Maya to refund and may impose stricter penalties on financial service providers.
Cancellation address and official contact information
Use these official channels to submit your cancellation request and escalate if necessary:
| Contact Method | Address / Number | Hours |
|---|---|---|
| Customer Support Email | [email protected] | 24 hours (monitored daily) |
| Customer Support Hotline | +632 8845 7788 | Monday-Friday 8:00 AM-8:00 PM; Saturday 8:00 AM-5:00 PM |
| In-App Help Center | Maya app > Help / Support menu | 24 hours |
| Registered Office (Correspondence) | Maya Ligtas Inc., Mandaluyong, Philippines | Business hours |
| DTI Consumer Protection Group | dti.gov.ph or 1345 / 1342 (toll-free) | Monday-Friday 8:00 AM-5:00 PM |
| BSP Financial Consumer Protection | bsp.gov.ph or 1407 (toll-free) | Monday-Friday 8:00 AM-5:00 PM |
For formal correspondence (demand letters or registered complaints), address your letter to Maya Ligtas Inc., Mandaluyong, and keep proof of delivery.
Checklist: before and after cancellation
Use this checklist to ensure you cancel Maya correctly and protect your legal rights:
Before you cancel
- Review your bank statements for all Maya charges in the last three months.
- Identify the exact subscription or service you want to cancel (for example, Maya Terminal or Maya 123 Grow Bundle).
- Write down your registered name, phone number, and email address with Maya.
- Take a screenshot of your current Maya account settings showing the active subscription.
During cancellation
- Use email or in-app submission to create a written record with a timestamp.
- Request written confirmation of cancellation within 24 hours.
- Save the confirmation email or screenshot in a labelled folder.
- Note the date, time, and reference number of your cancellation request.
After cancellation
- Check your bank statement weekly for 30 days to confirm charges have stopped.
- If a charge appears after cancellation, document it immediately with a screenshot.
- Send a follow-up email to [email protected] within 7 days if you have not received written cancellation confirmation.
- If Maya does not respond within 14 days, prepare a complaint for the DTI with all documentation.
Summary: your path to cancelling Maya safely and legally
Cancelling Maya requires you to follow a specific legal framework under the Consumer Act of the Philippines, but the process is straightforward when you understand your rights. The Consumer Act guarantees you the right to cancel any subscription without penalty, and Maya must respond in writing within 14 days. If the company ignores your request, continues to charge, or refuses a refund, you can escalate to the Department of Trade and Industry or the Bangko Sentral ng Pilipinas.
Your strongest protection is documentation. Submit your cancellation via email or in-app Help Center to create a timestamp record. Request written confirmation within 24 hours. Save all correspondence in a dedicated folder. Check your bank statement weekly for 30 days after cancellation. If a charge appears, contact Maya immediately and reference the Consumer Act. If Maya refuses to respond or refund, file a formal DTI complaint with all your documentation.
Yafee has helped thousands of consumers cancel unwanted digital services, stop recurring charges, and recover refunds from companies that ignored their legal obligations. The process works when you stay organised, persistent, and grounded in your consumer rights. Do not accept delays or unclear responses from customer support. The law requires Maya to confirm cancellation and stop charges within 14 days-no exceptions. Follow the steps in this guide, keep your records safe, and if necessary, escalate to the DTI. Your right to cancel is absolute under Philippine consumer law, and Yafee is here to ensure you know exactly how to exercise it.