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Frequently asked questions
Cancel Ezviz: The Right Way to Secure Your Footage
How to cancel your Ezviz subscription and retain your cloud footage in singapore
What Ezviz is and why cancellation matters
Ezviz manufactures home and small-business video security hardware-indoor and outdoor cameras, video doorbells, and cloud storage subscriptions-that you manage through a mobile app. You purchase cameras and doorbells once from local Singapore retailers, then subscribe separately to CloudPlay or Ezviz Drive for continuous cloud recording. Your subscription renews automatically at the end of each billing period unless you cancel. At Yafee, we help you understand the distinction between hardware (which requires no cancellation) and cloud services (which do), so you avoid unexpected charges and retain control of your data.
Main Ezviz products available in singapore
Ezviz sells pan and tilt cameras, battery-powered models, dual-lens variants, and 2K to 4K video doorbells through retailers across Singapore. You control all devices via the Ezviz mobile app rather than a web dashboard. Cloud subscriptions (CloudPlay or Ezviz Drive) are sold separately and managed within the same app-this is where most cancellations occur. Hardware requires no subscription and operates independently once purchased.
When you should cancel your Ezviz subscription
You might cancel because you no longer need cloud recording, you are switching to a competitor platform, or you prefer to save costs by relying on local SD-card storage instead. Understanding your options prevents unnecessary spending and ensures you retain access to footage during your notice period. Yafee's guidance on this distinction prevents most cancellation delays and disputes.
Your consumer rights under singapore law
Singapore's Consumer Protection (Fair Trading) Act protects you when you purchase goods or services from Ezviz or its authorized retailers.
What the consumer protection (Fair trading) act covers
The Consumer Protection (Fair Trading) Act requires that goods and services be of merchantable quality, fit for purpose, and accurately described. If Ezviz's cloud service fails to meet these standards, or if you cancel within a cooling-off period defined by the retailer or Ezviz's own terms, you may be entitled to a refund or replacement. Most retailers in Singapore offer a 7- to 14-day return window for unopened hardware; subscriptions are often non-refundable unless they are faulty or misrepresented. Yafee recommends keeping your receipt and screenshots of the subscription terms in case you need to dispute a charge later.
Your legal position
Under the Consumer Protection (Fair Trading) Act, you have the right to cancel a subscription service if it is not fit for purpose or is misrepresented. If Ezviz fails to provide uninterrupted cloud storage as promised, or if the service is unavailable during your paid term, you can claim a refund. If Ezviz refuses, you may escalate to the Consumers Association of Singapore (CASE) or the Competition and Consumer Commission of Singapore (CCCS). Document all communications, order confirmations, and evidence of service failure to strengthen your position.
Escalation and formal dispute resolution
If Ezviz refuses a legitimate refund claim, lodge a complaint with the Consumers Association of Singapore (CASE) or the Competition and Consumer Commission of Singapore (CCCS). Provide evidence-order confirmations, screenshots of subscription terms, emails, and proof of payment-showing why you are entitled to a refund. Yafee has observed that disputes are resolved faster when consumers escalate formally with documented proof and clear timelines.
How to cancel your Ezviz CloudPlay or Ezviz drive subscription
Cancelling your cloud subscription stops automatic renewal at the end of your current billing period; you retain access to recorded footage until your paid term expires.
Step one: open the Ezviz mobile app and sign in
Launch the Ezviz mobile app on your smartphone or tablet. Enter your account email and password. If you forget your password, tap "Forgot password?" and follow the reset email link immediately. Ensure you have access to your registered email address before proceeding.
Step two: navigate to your connected device
On the home screen, select the camera or doorbell device connected to your active CloudPlay or Ezviz Drive subscription. If you have multiple devices, each may have its own subscription; you must repeat these steps for each one. Tap the device tile to open its control panel.
Step three: access device settings and cloud storage options
Tap the device settings icon (usually a gear or wrench symbol in the top-right corner). Scroll down and look for "Cloud storage", "CloudPlay", or "Ezviz Drive"-the exact label depends on your subscription type and app version. Tap this section to expand it.
Step four: locate and select your subscription details
Tap "Manage plans" or "Subscription details" within the cloud storage section. The app displays your current plan, next renewal date, and billing price. Review these details carefully to ensure you are cancelling the correct subscription.
Step five: confirm cancellation and note your end date
Select "Cancel subscription" or "Stop auto-renewal" and confirm your choice. The app may prompt you to confirm again or offer a discount to retain you; declining these offers confirms your cancellation. The app will display your final access date-this is the last day you can view recorded footage. Screenshot this confirmation for your records.
Step six: verify cancellation via your account
After cancelling, return to the home screen and check that the subscription status no longer shows an active renewal date. Some app versions display "Subscription cancelled" or "Access until [date]" after the cancellation is processed. If the status does not update within 24 hours, restart the app and sign in again to refresh.
What happens after you cancel your subscription
Cancelling your subscription does not delete your existing footage-you retain access to all recorded clips until your paid billing period ends. After that date, your footage becomes inaccessible unless you renew your subscription. Ezviz does not permanently delete cloud-stored footage immediately after cancellation; your data remains secure on Ezviz servers during the notice period and for a grace period thereafter (typically 30 days). During this grace period, you can reactivate your subscription and restore access without losing footage.
If you purchased an annual plan, your cancellation takes effect at the end of that annual term-not immediately. Monthly subscriptions cancel at the end of the current calendar month. Yafee advises checking your confirmation email for the exact cancellation date and setting a reminder to download critical footage before access expires if you do not plan to renew.
Refund entitlements and billing corrections
Subscriptions purchased directly from Ezviz or via its app are generally non-refundable once active, except where the service has failed or been misrepresented. If you cancel a monthly subscription on day 5 of your billing cycle, Ezviz will not refund the remainder of that month; your access continues until the cycle end. If you cancel an annual plan, you typically forfeit the unused portion unless you can demonstrate a service failure or breach of contract.
If you were charged twice in one month, or if your subscription was renewed after you cancelled, contact Ezviz support immediately with proof (bank statement or app billing history). Yafee has found that billing errors are corrected fastest when you provide transaction dates, amounts, and screenshots of your cancellation confirmation. Request a refund or credit in writing and allow 5-7 business days for processing.
Common mistakes that delay or prevent cancellation
Most cancellation issues are avoidable with the right approach. We address the most frequent traps below.
Mistake one: cancelling the wrong device or subscription tier
If you have multiple cameras, each may have a separate CloudPlay or Ezviz Drive subscription. Cancelling one device's subscription does not cancel others. Before confirming cancellation, check the device name, plan type (CloudPlay vs. Ezviz Drive), and renewal date to ensure you are cancelling the correct one. If you accidentally cancelled the wrong subscription, reactivate it immediately via the app.
Mistake two: assuming hardware cancellation is required
Your physical camera or doorbell requires no cancellation. Ezviz does not "deactivate" hardware once purchased. If you no longer use a device, simply remove it from the Ezviz app via the device settings menu-this unpairs the hardware but does not trigger a refund. Cancelling the cloud subscription stops recurring charges; the hardware remains yours to resell or repurpose.
Mistake three: missing the cancellation confirmation deadline
Some app versions ask you to confirm cancellation within 24 hours of initiating the request. If you do not confirm, your cancellation request expires and your subscription continues. Check your email for a confirmation link and complete the verification step immediately to avoid this delay.
Mistake four: not downloading or backing up critical footage before the access date expires
Once your subscription ends, footage is no longer accessible via the app. If you need to preserve video clips, download them to your phone or computer before your final access date. Ezviz does not provide bulk export tools; you may need to save clips individually. Plan this task at least one week before cancellation takes effect.
Pricing and subscription options overview
Understanding Ezviz's pricing structure helps you decide whether to cancel or switch plans. The following table outlines typical subscription costs in Singapore.
| Plan type | Billing cycle | Storage capacity | Typical price (SGD) | Best for |
|---|---|---|---|---|
| CloudPlay Basic | Monthly | 7 days | SGD 4.99 | Single device users wanting short-term history |
| CloudPlay Plus | Monthly | 30 days | SGD 9.99 | Homeowners needing one month of footage |
| Ezviz Drive Monthly | Monthly | 30 days (multi-device) | SGD 12.99 | Multiple devices requiring extended storage |
| Ezviz Drive Annual | Annual | 30 days (multi-device) | SGD 99.99 | Multi-device homes seeking best annual value |
| No cloud subscription | N/A | SD-card local storage only | SGD 0 | Users with SD-card equipped devices and local backup |
When to keep your Ezviz subscription instead of cancelling
Before you cancel, consider whether keeping your subscription delivers ongoing value. Yafee advises evaluating whether your current plan matches your actual needs. If you use your cameras for security verification, legal evidence (in case of theft or incident), or remote monitoring while away from home, maintaining cloud storage protects your investment. The cost of a monthly plan (SGD 4.99-12.99) is often less than a single physical hard drive replacement and provides off-site backup that protects against device loss or damage.
If you own multiple cameras, switching to Ezviz Drive (SGD 12.99/month) instead of separate CloudPlay subscriptions often reduces your total monthly cost while increasing storage. Review your current spend and device count before deciding to cancel entirely.
Addressing your consumer protection after cancellation
Cancellation does not waive your rights under the Consumer Protection (Fair Trading) Act. If Ezviz fails to delete your personal data within a reasonable timeframe after cancellation, or if your subscription is renewed without consent, you retain the right to lodge a formal complaint. Keep all cancellation confirmations, email receipts, and app screenshots for at least 12 months after the cancellation date. If a dispute arises, these records demonstrate your timeline and intent to cancel.
If you discover that Ezviz continued charging your account after cancellation, request a chargeback from your bank or credit card company within 60 days of the unauthorized charge. Provide your bank with the cancellation confirmation and proof that the charge occurred after your final access date. This formal dispute often resolves within 30 business days.
Contact information and escalation address for Ezviz in singapore
Ezviz International Pte. Ltd. operates from Paya Lebar Square in Singapore. If you need to send formal cancellation correspondence or escalate a billing dispute, address all letters to:
Ezviz International Pte. Ltd.
Paya Lebar Square
Singapore
Include your account email, device serial numbers, subscription plan details, and the date you initiated cancellation. Request a signed acknowledgment of receipt. Allow 10-14 business days for a response. If you receive no reply, escalate to the Consumers Association of Singapore (CASE) with copies of all correspondence.
For urgent support, use the Ezviz app's in-app chat or email [email protected] with your account details and issue description. Yafee recommends sending formal cancellation requests in writing (via email with read receipt enabled) to create a documented record that protects you legally if Ezviz disputes the cancellation date later.
Key takeaways and your next steps
Cancelling your Ezviz subscription is straightforward once you know which section of the app to access and what happens to your footage afterward. The process takes five minutes, your access continues until the end of your paid term, and your consumer rights under Singapore's Consumer Protection (Fair Trading) Act remain intact. Yafee has helped thousands of consumers cancel subscriptions cleanly, avoid billing disputes, and protect their data-whether they move to a competing platform or switch to local SD-card storage instead.
Start by opening the Ezviz app, navigating to your device's cloud storage settings, and selecting "Cancel subscription". Confirm the cancellation immediately, screenshot your confirmation, and note your final access date. Download any critical footage within one week of cancellation, then verify on the cancellation date that your account no longer shows active renewal. If any charges appear after your final access date, contact Ezviz support with your cancellation confirmation and request a refund. Escalate to CASE or CCCS if Ezviz refuses. Yafee's framework ensures you retain control of your data and your wallet-cancel today with confidence.