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Frequently asked questions
Cancel Digi: The Right Way to Protect Your Money
How to cancel your Digi subscription and recover your money in singapore
Understanding Digi and why you might want to cancel
Digi is a regional mobile telecommunications provider offering prepaid roaming passes, postpaid plans and bundled device contracts across Southeast Asia. If you hold a Digi subscription in Singapore, you face a specific cancellation process shaped by both Digi's terms and Singapore's consumer protection framework. This guide walks you through every cancellation method, refund eligibility and your legal rights under the Consumer Protection (Fair Trading) Act.
Yafee has created this resource because many Singapore users lose refunds by cancelling through the wrong channel or at the wrong time. We explain exactly where to submit your cancellation, what happens next, and how to escalate if Digi refuses to cooperate.
What Digi offers in singapore
Digi primarily serves Singapore-based customers on three product categories: short-term roaming passes (3 to 30 days), recurring postpaid mobile plans, and bundled device contracts with minimum terms of 12 to 24 months. Many users purchase roaming passes for temporary travel data access. Others commit to postpaid plans with automatic monthly renewal. Device bundles combine a phone subsidy with a locked service contract, and early termination attracts substantial penalties.
Why cancellation matters
A roaming pass expires naturally and requires no active cancellation. A recurring postpaid plan, however, continues to renew and charge your payment method unless you cancel explicitly. Bundled device contracts impose termination fees if you exit before the contract end date. Without knowing your product type and cancellation deadline, you risk unwanted charges, damaged credit standing, or forfeited device payments.
Digi pricing and plan structure
Before you cancel, understand what you pay for and whether a refund applies to your situation.
Representative Digi plans and SGD pricing
The table below shows typical Digi pricing for Singapore customers. All amounts are approximate conversions based on published regional rates. Always verify current pricing in the Digi app or at the point of purchase before committing.
| Plan type | Price (SGD) | Duration | What's included | Auto-renewal |
|---|---|---|---|---|
| 3-day 4GB roaming pass | $7.94 | 3 days | 4GB data roaming | No |
| 7-day 10GB roaming pass | $15.88 | 7 days | 10GB data roaming | No |
| 30-day postpaid plan | $25.00-$40.00 | 30 days (recurring) | Talk, text, data | Yes |
| Device bundle (24-month contract) | $50.00-$150.00/month | 24 months locked | Phone + plan | Yes (locked) |
Understanding plan variation and hidden charges
Digi may publish different pricing locally versus regional conversion rates. Always check the Digi app directly before purchase to confirm your local SGD rate. Device bundle contracts often include administrative termination fees, device payment forfeiture, or early exit penalties. These charges are disclosed in your contract terms but frequently overlooked at purchase. Calculate the remaining contract value and early termination cost before you cancel a bundled plan.
Should you cancel your Digi subscription
Cancellation is not always the right choice. Evaluate your situation against these factors.
Reasons to cancel
Cancel your Digi subscription if you no longer use the service, you have moved out of Digi coverage, you are switching to a competitor with better rates, or you have detected unauthorised charges on your bill. Temporary roaming passes expire naturally and do not require cancellation. Recurring postpaid plans and device contracts, however, renew automatically and must be cancelled actively to prevent future charges.
Reasons to retain your plan
Retain your subscription if you depend on it for regular mobile access, if you are locked into a device contract and the early termination penalty exceeds the remaining contract value, or if you are temporarily reducing usage but plan to resume service. Early exit from a 24-month device bundle can trigger termination fees of $200 to $500 or more, depending on months remaining. Always calculate whether cancellation saves money or costs it.
Your legal position under singapore consumer law
Singapore consumer protection law gives you specific rights when you cancel a subscription or service contract.
Consumer protection (Fair trading) act framework
The Consumer Protection (Fair Trading) Act (CPFTA) is the primary statute governing your cancellation rights in Singapore. This law requires Digi to provide clear, truthful information about contract terms, automatic renewal, and termination procedures at the point of purchase. When you cancel, Digi must honour your request within a reasonable timeframe and cease all charges related to that subscription. The CPFTA also protects you against unfair contract terms, such as unreasonably high early termination penalties.
Furthermore, the CPFTA applies a "cooling-off period" to distance contracts (contracts concluded remotely, such as through the Digi app or website). If you purchased your Digi plan online without face-to-face interaction, you typically have 5 business days to withdraw without penalty. This period applies only if Digi did not provide clear disclosure of your cancellation right at the time of purchase.
Your rights if Digi refuses to cancel
If Digi ignores your cancellation request, fails to stop charges, or imposes terms that contradict its published policy, you can escalate to the Consumers Association of Singapore (CASE). CASE is the independent statutory body empowered to investigate consumer complaints and mediate disputes. You can lodge a complaint with CASE if Digi's conduct breaches the CPFTA, engages in misleading or unconscionable conduct, or breaches the terms you agreed to.
Yafee recommends documenting all cancellation communications-screenshots, email confirmations, phone records, and billing statements-before you contact CASE. This evidence strengthens your complaint and accelerates resolution.
How to cancel your Digi subscription step by step
Follow these steps in order to cancel correctly and protect your refund eligibility.
Step 1: locate your subscription details
Open the Digi app and navigate to your account section. Identify your plan type (roaming pass, postpaid, or device bundle), your current billing date, and any active auto-renewal settings. Take a screenshot of this information for your records. Note also whether your payment method is a credit card, debit card, or direct debit mandate. This detail matters when you later dispute any unauthorised charges with your bank.
Step 2: review your contract terms before cancelling
Locate the cancellation policy in your Digi contract or terms and conditions. Device bundles often impose 30-day notice requirements before the final billing date. Postpaid plans may allow cancellation at any time, but you remain liable for charges until the end of the current billing cycle. Roaming passes typically do not require cancellation; they expire automatically. Understanding these terms protects you from surprise fees.
Step 3: cancel via the Digi app (preferred method)
- Open the Digi app and sign in to your account.
- Navigate to "Settings" or "Account Management" and select "Manage Subscriptions" or "Billing."
- Locate your active subscription and select "Cancel Subscription" or "Turn Off Auto-Renewal."
- Read the cancellation confirmation screen carefully. Digi will display your final billing date and any remaining charges.
- Confirm the cancellation. Digi will send you an email confirmation within minutes to your registered email address.
- Save this email and the in-app confirmation screen as proof of cancellation.
Step 4: cancel by contacting Digi customer service (if app cancellation fails)
If you cannot cancel through the app, contact Digi's customer service team by phone or written correspondence.
- Call Digi customer service at the number listed in your latest bill or in the Digi app.
- Provide your account number, full name, and registered phone number.
- Explicitly state: "I request immediate cancellation of my subscription effective [today's date or end of current billing cycle, as applicable]."
- Ask the representative to confirm your cancellation in writing and provide a reference number.
- Request the representative send you a written confirmation email within 24 hours.
- If the representative refuses or claims the app method is mandatory, ask to speak with a manager and repeat your cancellation request in writing (email or postal letter).
Step 5: cancel by written notice (for device bundles or disputed cancellations)
If Digi does not honour your in-app or phone cancellation, submit a formal cancellation notice in writing. This creates a dated record and triggers Digi's obligation to respond within a statutory timeframe under the CPFTA.
- Compose a brief letter on your letterhead (or plain paper) stating:
- Your full name and account number
- Your registered phone number and email address
- The phrase: "I hereby cancel my Digi subscription effective [date]. Please cease all charges and confirm cancellation in writing within 5 business days."
- Attach a copy of your most recent bill and any app screenshots proving your cancellation attempt
- Send this letter by registered mail or email to:
- Digi customer care (Subang Jaya office) - the registered address for written cancellation notices in Digi's published contact information
- Send a copy also to your payment card issuer's dispute team in case you later need to dispute the charge
- Keep your registered mail receipt or email read receipt as proof of delivery.
- Allow 5 to 10 business days for Digi to respond in writing.
What happens after you cancel
Cancellation is not instant. Understand the timeline and what to expect.
Immediate steps (day of cancellation)
Digi will send you a confirmation email or in-app notification within minutes of your cancellation request. This confirmation states your cancellation effective date, your final billing date, and any charges still outstanding. Roaming passes expire at the end of their term and generate no further charges. Postpaid plans typically allow service to continue until the end of the current billing cycle, then stop automatically.
Final billing and refund window (1 to 14 days after cancellation)
Digi may charge your payment method one final time for any unused portion of your billing cycle or any overage charges incurred before cancellation took effect. Check your bank or credit card statement 5 to 10 days after your cancellation to confirm the final charge matches Digi's stated amount. If the final charge exceeds what Digi promised, dispute it immediately with your payment card issuer.
Service continuity after cancellation
Do not assume your service stops immediately. Digi typically allows existing mobile service to continue until the end of the current billing period. After that date, your number is suspended. Data and calling functionality cease, and inbound calls may redirect to voicemail. If you need backup mobile access, arrange a new plan with a competitor before your cancellation takes effect.
Refund eligibility and recovery
Refunds depend on your plan type and cancellation timing.
Roaming pass refunds
Roaming passes are non-refundable once activated. If you purchased a 7-day pass, used it for 1 day, and then cancelled, you do not recover the cost of the remaining 6 days. However, if you cancelled within 5 business days of purchase and never activated the pass, the CPFTA cooling-off period may entitle you to a full refund. Request this in writing if applicable.
Postpaid plan refunds
Postpaid plans are typically non-refundable for the current month once Digi has provisioned your service and sent your invoice. However, if you cancel before the billing period ends and Digi allows mid-cycle cancellation, you may receive a prorated refund for unused days. Yafee recommends asking Digi explicitly: "Am I entitled to a prorated refund for unused days in my current billing cycle?" and requesting the answer in writing.
Device bundle refunds and early termination
Device bundles impose an early termination fee if you cancel before the contract end date. This fee is designed to recover the phone subsidy Digi gave you at purchase. If you cancel after 12 months of a 24-month contract, the early termination fee is typically lower than if you cancel after 6 months. You do not receive a refund of the device subsidy, but you are released from future monthly charges once the early termination fee is paid.
Disputing charges after cancellation
If Digi continues to charge your card after your cancellation effective date, you have the right to dispute the charge with your payment card issuer (your bank). Contact your bank or credit card provider within 60 days of the unauthorised charge and request a chargeback. Provide your bank with your cancellation confirmation email and screenshots as evidence. Your bank will investigate and typically reverse the charge within 10 to 20 business days.
Common mistakes to avoid during cancellation
Cancellation is rarely complicated, but missteps can cost you money or delay your exit.
Assuming your service stops immediately
Many users believe cancellation is instantaneous. In reality, Digi allows service to continue until the end of your paid billing cycle, then suspends it. You cannot assume your number is inactive on the day you click "cancel." Plan accordingly if you need uninterrupted mobile service.
Cancelling without documenting the request
If you cancel by phone and do not save the call recording or the representative's name and reference number, you have no proof of your cancellation attempt if Digi disputes it later. Always insist on a written confirmation email, take screenshots of in-app cancellations, and keep these records for at least 12 months.
Failing to check for auto-renewal before cancelling
Postpaid and device bundle plans often have auto-renewal enabled by default. If you cancel the plan but do not disable auto-renewal in the app settings, Digi may attempt to reactivate your subscription at the next billing date. Always verify that auto-renewal is switched "Off" in your account settings after you cancel.
Cancelling a device bundle without understanding early termination fees
Device contracts often impose 30-day notice requirements and substantial early exit fees. If you cancel on day 1 of a 24-month contract, you may owe $300 to $500 in early termination fees plus forfeited device payments. Calculate the cost before you cancel. Sometimes it is cheaper to keep the plan and let it expire naturally.
Overlooking the cooling-off period
If you purchased your Digi plan through the app or website, you have 5 business days to withdraw without penalty, provided Digi did not display your cancellation rights at purchase. If Digi fails to disclose this right, you can invoke it up to 5 days after purchase and recover your full payment. Check your purchase confirmation email for any mention of cooling-off; if it is absent, you may have a claim.
Comparison of cancellation methods
The table below summarises the speed, evidence trail, and best use case for each cancellation method.
| Method | Speed | Evidence | Best for |
|---|---|---|---|
| Digi app | Instant | Email + in-app confirmation | Standard postpaid and roaming cancellations |
| Phone to customer service | Same day | Call recording (if you request it) + email confirmation | Urgent cancellations or app access issues |
| Registered mail letter | 5-10 business days | Registered mail receipt + dated letter | Disputed cancellations, device bundles, escalations |
| Email to customer care | 1-3 business days | Email read receipt + reply confirmation | Secondary method if app fails; useful for documentation |
If Digi refuses to cancel your subscription
Refusal to cancel is a breach of the CPFTA. Know your escalation options.
Step 1: escalate internally within Digi
If Digi's frontline customer service refuses your cancellation or claims you are locked in, request to speak with a manager or supervisor. State your request clearly in writing (email or letter): "I formally request cancellation of my subscription as of [date]. If this request is denied, please provide the specific contract clause or legal justification in writing." Often, supervisors honour cancellation requests that frontline staff incorrectly denied.
Step 2: lodge a complaint with CASE
If Digi continues to refuse after your internal escalation, lodge a complaint with the Consumers Association of Singapore (CASE). CASE is the statutory body responsible for enforcing the CPFTA and mediating disputes. You can file a complaint online at case.org.sg or by phone at +65 6100 0820. Provide CASE with:
- Your account number and contract documents
- Screenshots of your cancellation attempts
- Copies of all correspondence with Digi (emails, letters, phone records)
- Your bank statements showing unauthorised charges after your cancellation request
- Proof that Digi's refusal violates its published cancellation policy or the CPFTA
CASE will investigate at no cost to you. If CASE finds Digi in breach, it will attempt to mediate a settlement. If mediation fails, CASE can refer your case for enforcement action by the Ministry of Trade and Industry (MTI).
Step 3: dispute charges with your bank
While CASE investigates, you can protect your money by disputing any unauthorised charges with your payment card issuer. Contact your bank and explain that you cancelled your Digi subscription but Digi continues to charge your card. Your bank will freeze the disputed amount and open a chargeback investigation. Provide your bank with your cancellation confirmation and all correspondence with Digi. Most chargebacks resolve within 30 to 60 days in your favour if you have clear evidence of your cancellation request.
Checklist before and after cancellation
Use this checklist to ensure you cancel correctly and protect your refund.
| Task | Before cancellation | After cancellation |
|---|---|---|
| Gather account information | Take screenshots of account details, plan type, billing date | Save all cancellation confirmations |
| Review contract and early termination fees | Calculate cost of cancellation versus keeping the plan | Confirm final charge matches Digi's estimate |
| Arrange backup mobile access | Purchase a new plan with competitor before cancellation takes effect | Test new service activation |
| Verify auto-renewal status | Check that auto-renewal is set to "Off" in app | Re-check auto-renewal status 24 hours after cancellation |
| Document cancellation | Prepare registered letter or email as backup | Store all confirmations for 12 months |
| Monitor for unwanted charges | Provide alternative payment method if cancelling immediately | Check bank statement 5-10 days after cancellation for final charge |
Contact information for Digi cancellation and escalation
Use these contact details to submit your cancellation request and escalate if needed.
Digi customer service contacts
For cancellation by phone, call the Digi customer service number displayed on your latest invoice or in the Digi app. For written cancellation (recommended for device bundles and disputed cancellations), send your letter to:
Digi customer care
Subang Jaya corporate office
(Exact address available in Digi's terms and general contact information at your account settings or on Digi's published contact page)
Include your full name, account number, phone number, and explicit statement: "I hereby cancel my Digi subscription effective [date]."
Escalation to CASE
If Digi refuses to cancel or continues charging after your request, escalate to the Consumers Association of Singapore:
CASE (Consumers Association of Singapore)
Phone: +65 6100 0820
Website: case.org.sg
Email: (available via CASE website)
Lodge your complaint online or by phone. Provide all documentation of your cancellation attempts and Digi's refusal.
Summary and next steps
Cancelling your Digi subscription is straightforward when you follow the correct channel and understand your legal rights. The fastest method is the Digi app, which generates instant confirmation. If the app fails or Digi refuses, escalate by email or registered letter, then to CASE if Digi ignores your request. The Consumer Protection (Fair Trading) Act protects you, and CASE will investigate for free if Digi violates it.
Yafee has guided thousands of Singapore users through subscription cancellations across every major telecommunications provider. Our step-by-step framework-documenting your request, using registered channels, and escalating to CASE if necessary-works equally well for Digi as for other services. Save your confirmation email, monitor your bank statement, and dispute any unauthorised charges within 60 days. You are in control of your subscription, not Digi.
Start your cancellation today by opening the Digi app and following Step 3 above. If you encounter resistance, return to this guide and escalate through CASE. Yafee remains your trusted resource for consumer protection throughout the entire process.
Important warning
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- Yafee cannot prevent the recipient from disputing the legal scope.
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