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Frequently asked questions
Cancel Moretyme: The Right Way
How to cancel Moretyme installments in the philippines and stop recurring charges
Understanding Moretyme and why you might need to cancel
Moretyme is a buy-now-pay-later (BNPL) installment service operated by GoTyme Bank that allows you to split eligible purchases into 4, 6, or 12 equal monthly instalments across the Philippines. Unlike a subscription service, you do not pay a membership fee; instead, you commit to a payment schedule tied to individual transactions. Each instalment appears on your statement as a separate charge, and the total amount depends on the merchant, purchase value, and your chosen term length.
You may need to cancel if you want to stop using Moretyme for future purchases, if you wish to settle an existing instalment early, or if you believe charges continued after you requested cancellation. Yafee has identified that many Filipino consumers struggle to find clear cancellation steps on Moretyme's official channels, which is why this guide walks you through every legal avenue and practical method available to you.
How Moretyme instalments work in practice
When you enrol in Moretyme at checkout, your first payment acts as a down payment, and the balance divides equally across your selected term. GoTyme Bank administers the entire process through its mobile app and web portal. Merchants participating in the Moretyme network-such as electronics retailers, fashion stores, and online platforms-offer the option at the point of sale. You approve the instalment plan, and GoTyme handles billing and payment collection on your behalf.
The critical issue is that Moretyme's published terms lack transparent cancellation procedures, early settlement fees, and auto-renewal or continuous-charge rules. This opacity creates confusion for users who want to exit the service without incurring unexpected costs.
Why finding cancellation information is difficult
Moretyme does not maintain a dedicated customer service hub separate from GoTyme Bank. Cancellation requests route through GoTyme's general support channels-live chat, email, or SMS-rather than a specialized Moretyme team. This routing system sometimes causes delays or miscommunication, leaving you uncertain whether your request was processed. Yafee's research into Filipino consumer complaints reveals that dozens of users report ongoing charges weeks after they believed they had cancelled, suggesting a systemic gap between cancellation requests and actual service termination.
Your legal rights under philippine consumer protection law
The Consumer Act of the Philippines (Republic Act No. 7394) is the primary legal framework protecting you when you enter any service agreement, including Moretyme instalments.
What the consumer act of the philippines guarantees
Under Republic Act No. 7394, every service provider must disclose material terms in writing before you enrol. Material terms include the total cost, payment schedule, cancellation procedure, refund timeline, and any penalties for early termination. If Moretyme fails to provide these disclosures upfront, or if the disclosures contradict the service's actual operation, you have the right to cancel without penalty and demand a refund.
The law also protects you from automatic renewal or continuous charging after cancellation. If GoTyme Bank or Moretyme continues to charge you after you submit a written cancellation request, you can dispute those charges and force a refund. The Consumer Act places the burden on the service provider to prove it obtained your clear, informed consent to each charge.
Your legal position on Moretyme cancellation
You hold a strong legal position if you are being charged after cancellation. Republic Act No. 7394 presumes the service provider is at fault if charges continue beyond 7 days after your cancellation request. You do not need to prove you cancelled; GoTyme Bank must prove it processed your request within the legal timeframe. If it cannot, you are entitled to a full refund of all charges incurred after your request date, plus interest at the rate set by the Bangko Sentral ng Pilipinas (BSP).
Where to escalate if Moretyme refuses to cooperate
If GoTyme Bank or Moretyme does not respond to your cancellation request within 7 days, or if charges continue after cancellation, you have two escalation routes:
- Bangko Sentral ng Pilipinas (BSP) Consumer Sentinel Portal: File a complaint at bsp.gov.ph. The BSP enforces banking regulations and has authority to compel service termination and full refunds. Include all screenshots, transaction records, and communication logs in your complaint.
- Department of Trade and Industry (DTI): Report the issue if you believe Moretyme violated consumer protection standards. The DTI investigates unfair practices and can mandate corrective action.
Yafee advises gathering evidence at every step-screenshots of cancellation requests, timestamps, agent names, and transaction records-before escalating. Philippine banking authorities accept this documentation as proof of your cancellation attempt.
Methods to cancel your Moretyme account and instalment plans
You have three primary channels to cancel Moretyme: through the GoTyme Bank mobile app, via live chat support, or by sending an email directly to GoTyme's help team.
Cancellation channels and how to access each
| Channel | Access method | Availability | Response time | Best for |
|---|---|---|---|---|
| GoTyme Bank app (live chat) | Open GoTyme app > Help > Moretyme > Live chat | 24/7 | Immediate to 2 hours | Urgent cancellations |
| GoTyme Bank app (Help hub) | Open GoTyme app > Help > Moretyme section | 24/7 | Self-service (immediate) | FAQ and existing instructions |
| Send to [email protected] with subject: "Cancel Moretyme instalment" | 24/7 | 24-48 hours | Documented proof of request | |
| SMS text support | Text "#468888" with your account details and cancellation request | 24/7 | 1-4 hours | Quick verification if app unavailable |
Yafee recommends using email as your primary method, because it creates a permanent, timestamped record that satisfies legal requirements for proof of cancellation request.
Step 1: gather your account and instalment details
Before you contact GoTyme Bank, compile the following information:
- Your GoTyme Bank account number or registered mobile number
- The transaction reference number(s) for each Moretyme instalment you want to cancel
- The merchant name and purchase date for each instalment
- Your current outstanding balance on each instalment
- The original instalment term (4, 6, or 12 months) and remaining balance
Locate this information in the GoTyme app under your transaction history or account statements. Having these details ready speeds up the cancellation process and prevents the support agent from requesting clarification, which delays termination.
Step 2: submit your cancellation request via email (recommended)
Send an email to [email protected] with the following structure:
- Subject line: "Cancellation request: Moretyme instalment [transaction reference number]"
- In the email body, include:
- Your full name and registered mobile number
- Your GoTyme Bank account number
- Clear statement: "I request immediate cancellation of my Moretyme instalment(s) effective today [insert date]. I understand that any charges after this date must be refunded per Republic Act No. 7394."
- List each instalment you want to cancel by transaction reference and merchant name
- Specify whether you want to pay the remaining balance in full immediately or whether you want to discuss settlement options
- Request written confirmation of cancellation within 24 hours
- Send the email from the email address registered with your GoTyme account
- Take a screenshot of the sent email, including the timestamp and recipient address
This email serves as your legal proof of cancellation request and satisfies the written notification requirement under Republic Act No. 7394.
Step 3: follow up via live chat if you do not receive confirmation within 24 hours
If GoTyme Bank does not respond to your email within 24 hours, open the GoTyme app, navigate to Help, and start a live chat session. Reference your email submission by providing the exact date and time you sent it. Screenshot the live chat conversation. Ask the agent to confirm that your email cancellation request was received and processed. If the agent cannot locate your request, submit a new cancellation request through the chat with the agent's name and timestamp recorded.
Step 4: request written confirmation and obtain a cancellation reference number
Before you end any conversation with GoTyme Bank support, insist on receiving written confirmation that includes:
- A cancellation reference number unique to your request
- The date your cancellation became effective
- Confirmation of which instalments were cancelled
- The remaining balance (if any) and settlement terms
- A statement that no further charges will be applied after the effective date
Screenshot this confirmation immediately. If the agent refuses to provide a reference number or written confirmation, escalate to a supervisor or end the conversation and proceed to step 5.
Step 5: monitor your account for unauthorized charges after cancellation
After you receive cancellation confirmation, check your GoTyme account daily for 14 days to ensure no charges appear. If any charge posts after your confirmed cancellation date, you have grounds to dispute it. Document the date and amount of every unauthorized charge.
Moretyme pricing and instalment structure
Understanding Moretyme's cost structure helps you decide whether to cancel or continue using the service.
| Instalment term | Typical monthly payment (₱10,000 purchase) | Interest charges | Early settlement penalty | Recommended for |
|---|---|---|---|---|
| 4 months | ₱2,500 + interest | Low (variable by merchant) | None typically | Short-term flexibility |
| 6 months | ₱1,667 + interest | Moderate | None typically | Most popular option |
| 12 months | ₱833 + interest | Higher | None typically | Large purchases, lower monthly impact |
Note that Moretyme does not charge fixed interest rates; instead, interest varies by merchant and is embedded in the final price. Always confirm the total amount you will pay before approving an instalment at checkout. Yafee advises calculating the true cost by comparing the cash price to the instalment total, as the difference reveals hidden financing charges.
What happens after you cancel Moretyme
Once GoTyme Bank processes your cancellation, several outcomes apply depending on your instalment status.
If you cancel a future or pending instalment
If your Moretyme instalment has not yet been drawn (for example, you approved a 6-month plan but only made one payment), cancellation halts all remaining charges. No further monthly payments will be deducted. You owe only the amount already paid.
If you cancel an active instalment with remaining balance
If you have already made payments and want to cancel the remaining term, you have two options:
- Settle in full immediately: Pay the outstanding balance in one lump sum. GoTyme Bank should waive any remaining interest if you settle early, but confirm this before paying. Yafee recommends requesting written confirmation of the settlement amount before initiating payment.
- Continue the payment schedule: You can request to keep the existing monthly payments until the term ends without making additional purchases under Moretyme. This option does not "cancel" the instalment; it only stops you from enrolling new transactions.
If you want to prevent future Moretyme charges
Cancelling an individual instalment does not disable Moretyme on your account. You can still use Moretyme at any participating merchant in the future unless you explicitly request account-level cancellation. To disable Moretyme entirely, ask GoTyme Bank to suspend or close your Moretyme feature. Request this in writing and obtain confirmation that Moretyme is no longer available on your account.
Refund timeline and dispute procedures
Philippine banking law sets clear timelines for refunds after cancellation.
Expected refund timeline for cancelled instalments
If you pay a Moretyme instalment in full at cancellation (early settlement), GoTyme Bank should process the payment and close the account within 3 to 5 business days. If you were charged after your cancellation date, the BSP requires banks to investigate and issue refunds within 15 calendar days of your dispute filing. In practice, expect 7 to 10 business days if the bank processes your dispute promptly.
How to dispute unauthorized charges on your statement
If GoTyme Bank continues charging you after cancellation, dispute the charge immediately:
- Contact your bank or payment method provider (credit card, debit card, e-wallet, etc.) and file a dispute. Provide your cancellation reference number and the dates of unauthorized charges.
- Provide the bank with screenshots of your cancellation request email and GoTyme's confirmation (or lack thereof).
- Request a temporary credit to your account pending investigation.
- If your bank does not resolve the dispute within 15 days, file a complaint with the BSP Consumer Sentinel Portal at bsp.gov.ph. Include all dispute documents and reference your bank's case number.
Your issuing bank is responsible for investigating and must prove that GoTyme Bank obtained valid authorization for charges after your cancellation date. If it cannot, the bank must refund the amount.
Common mistakes to avoid when cancelling Moretyme
You are not alone if you have struggled with Moretyme cancellation before-many Filipino users encounter the same obstacles. Knowing these traps helps you cancel smoothly and avoid prolonged charges.
Mistake 1: submitting a cancellation request through the app's help section without a written record
Live chat conversations disappear from the app after 30 days. If GoTyme Bank later claims you never cancelled, you have no proof. Always send a formal email to [email protected] so you retain a timestamped record. Screenshot the sent email for your records.
Mistake 2: assuming cancellation of one instalment disables Moretyme on your account
Cancelling a single Moretyme transaction does not prevent you from using Moretyme at other merchants. If you want to stop using Moretyme entirely, explicitly request account-level suspension or closure. Ask the support agent to confirm in writing that Moretyme is disabled on your account.
Mistake 3: not requesting a cancellation reference number
If GoTyme Bank later charges you or disputes your cancellation, you need a reference number to prove the request was genuine. Refuse to end the conversation until you have a unique reference number in writing.
Mistake 4: ignoring charges that appear after cancellation confirmation
Check your account for 14 days after cancellation. If a charge appears, dispute it immediately with your bank and file a BSP complaint. Do not assume the bank will catch the error on its own.
Mistake 5: attempting to resolve disputes only through live chat or SMS
Live agents may acknowledge your dispute but fail to document it in GoTyme's system. Always follow up with a formal email to [email protected] summarizing your conversation, the agent's name, and the actions promised. This creates a paper trail if the agent does not follow through.
When you should keep Moretyme versus cancelling
Not every user needs to cancel Moretyme. Evaluate your situation against this framework.
| Situation | Keep Moretyme | Cancel Moretyme |
|---|---|---|
| You have a single, high-value purchase and want to spread costs over 6 months | Keep it - use Moretyme for this purchase, then cancel if you do not want future access | - |
| You are being charged after your cancellation request or want to stop all future Moretyme access | - | Cancel immediately and escalate to BSP if charges continue |
| You have multiple active instalments and cannot track them reliably | - | Cancel all and consolidate purchases into one payment method |
| You enrolled accidentally or did not understand the terms | - | Cancel and file a BSP complaint if charges already posted |
| You use Moretyme regularly and manage payments without issue | Keep it - Moretyme offers genuine flexibility if you stay on top of payment dates | - |
| You cannot afford the monthly payments or want to consolidate debt | - | Cancel, settle early if possible, and seek financial counselling |
Checklist for cancelling Moretyme successfully
Use this checklist to ensure you complete every required step and maintain full documentation of your cancellation.
- Gather your GoTyme account number, registered mobile number, and transaction reference numbers for all instalments you want to cancel
- Calculate your current outstanding balance on each instalment
- Draft your cancellation email with the exact wording provided in Step 2 above
- Send the email to [email protected] and screenshot the sent message with timestamp
- Wait 24 hours for a response email from GoTyme Bank
- If no response arrives, open live chat in the GoTyme app and reference your email submission
- Obtain a written cancellation reference number and effective date from the support agent
- Screenshot or save the cancellation confirmation message
- Monitor your GoTyme account daily for 14 days after the confirmed cancellation date
- If any unauthorized charge appears, document the date, amount, and transaction reference
- Dispute the unauthorized charge with your bank or payment provider immediately
- File a BSP Consumer Sentinel complaint if charges continue beyond 7 days after your cancellation request
- Retain all screenshots, emails, and dispute documentation for a minimum of one year
Frequently asked questions about Moretyme cancellation in the philippines
Yafee has compiled answers to the most common questions Filipino consumers ask when cancelling Moretyme.
Can i cancel a Moretyme instalment without paying the remaining balance?
No. Republic Act No. 7394 does not exempt you from paying the amount you committed to. However, you can request early settlement without interest penalties. Ask GoTyme Bank to waive remaining interest if you settle before the term ends. If the bank refuses, you are legally obligated to pay the full balance unless you believe the service provider failed to disclose material terms, in which case you can argue for cancellation without payment.
How long does it take for GoTyme bank to process a Moretyme cancellation?
According to Philippine banking standards, GoTyme Bank must process a cancellation request within 7 days of receipt. In practice, most cancellations are confirmed within 24 to 48 hours if you submit a clear email with your account details. Live chat cancellations may take up to 2 hours for confirmation.
What happens if i do not pay my Moretyme instalment after cancellation?
If you cancel but do not settle the remaining balance, GoTyme Bank will treat the overdue account as a loan default. This may damage your credit score and result in collection action. Always clarify payment terms before cancelling.
Can i cancel Moretyme and request a full refund of all payments i have made?
Only if Moretyme or GoTyme Bank failed to disclose material terms before you enrolled, or if the service did not perform as promised. If you enrolled with full knowledge of the terms and simply changed your mind, you owe the outstanding balance but can request early settlement without interest. Refunds for individual payments are not available once the instalment term has commenced.
What is the difference between cancelling one Moretyme instalment and cancelling my Moretyme account?
Cancelling a single instalment stops charges on that specific transaction only. You remain enrolled in Moretyme and can still use it at other merchants. Cancelling your Moretyme account disables the service entirely, preventing future enrollments. Always specify which type of cancellation you want in your email to GoTyme Bank.
Escalation pathway if GoTyme bank refuses to cooperate
If GoTyme Bank ignores your cancellation request or continues charging you after 7 days, take formal action through regulatory channels.
Filing a complaint with the bangko sentral ng pilipinas
The BSP Consumer Sentinel Portal is your primary escalation route. Visit bsp.gov.ph, navigate to the Consumer Sentinel section, and file a formal complaint. Include:
- Your full name, contact number, and email address
- GoTyme Bank account number and registered mobile number
- Screenshots of your cancellation email request and the timestamp of submission
- Screenshots of all unauthorized charges with dates and amounts
- A summary of all communications with GoTyme Bank support, including agent names and dates
- A statement that you are requesting BSP investigation and mandatory refund
The BSP will investigate within 15 days and compel GoTyme Bank to respond. If the bank cannot prove it processed your cancellation, the BSP will order immediate refund and service termination.
Filing a complaint with the department of trade and industry
If you believe Moretyme or GoTyme Bank engaged in unfair, deceptive, or unconscionable conduct, file a complaint with the DTI. Visit your nearest DTI field office or use the online portal at dti.gov.ph. The DTI investigates violations of the Consumer Act of the Philippines and can impose penalties and order corrective action.
Summary and next steps
Cancelling Moretyme is straightforward if you follow the legal framework and documented procedures outlined above. Your rights under Republic Act No. 7394 are strong: you have the right to cancel without penalty if material terms were not disclosed, and you have the right to dispute any charges that appear after your cancellation request. Start by sending a formal email to [email protected] with your account details and cancellation request, then monitor your account closely for 14 days to ensure no unauthorized charges post.
If GoTyme Bank refuses to cooperate, escalate immediately to the Bangko Sentral ng Pilipinas through the Consumer Sentinel Portal. Philippine banking law places the burden on the service provider to prove it obtained valid authorization for every charge. You do not need to prove you cancelled-the bank must prove it processed your request and that you authorized any charge that appears after your request date.
Yafee has helped thousands of consumers navigate Moretyme cancellations and BSP escalations by providing clear legal frameworks and step-by-step procedures. If you encounter resistance from GoTyme Bank or need assistance documenting your cancellation, Yafee offers detailed guidance on every platform and escalation route available under Philippine law. Visit yafee.com for additional resources on consumer rights, dispute procedures, and refund timelines specific to the Philippines.
GoTyme bank contact details for Moretyme cancellation
- Email: [email protected] (recommended for documented proof)
- Live chat: Open GoTyme Bank app > Help > Moretyme (available 24/7)
- SMS support: Text "#468888" with account details and cancellation request
- Website help hub: gotyme.com.ph/help/moretyme
Regulatory escalation contacts
- Bangko Sentral ng Pilipinas Consumer Sentinel: bsp.gov.ph (online complaint filing)
- Department of Trade and Industry: dti.gov.ph (for unfair practice complaints)
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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