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Frequently asked questions
Cancel Identity Guard: The Right Way
How to cancel Identity Guard and protect your money back
Why you might want to cancel Identity Guard
Identity Guard is a subscription-based identity protection service operated by Aura that monitors your personal information for signs of fraud and theft. The platform monitors your credit accounts, bank accounts, social media, and investment portfolios through an online dashboard and mobile app, sending you alerts if suspicious activity emerges. Your subscription renews automatically each month or year unless you cancel.
You may be here because you want to stop paying, feel the service no longer delivers value, or prefer to manage your identity protection differently. Whatever your reason, Yafee walks you through the exact cancellation steps without confusion or delay.
What Identity Guard offers
Identity Guard provides three main membership tiers: Individual Value (basic identity checks), Individual Total (credit and bank monitoring), and Individual Ultra (full suite including social media and investment oversight). Family plans are also available at a higher cost. All tiers include identity theft insurance coverage and access to a dedicated support team, so you are protected beyond monitoring alone.
Common reasons to cancel
Subscribers frequently cancel after switching to a competitor, facing budget constraints, questioning perceived value, or enrolling in a workplace identity protection scheme. Others cancel once they have resolved a specific fraud concern and no longer feel the ongoing cost is justified. The moment you decide to cancel, act promptly to avoid paying for another renewal cycle.
Your legal position under singapore consumer law
Singapore's Consumer Protection (Fair Trading) Act grants you clear rights when cancelling subscription services, and Identity Guard must comply with this framework.
Your cancellation and renewal rights
Under Singapore law, subscription services must permit you to cancel at any time, with cancellation taking effect by the end of your current billing period. When you cancel Identity Guard, your service remains active until your paid cycle expires, and no charge applies to your next renewal. You have the explicit legal right to cancel without penalty, and the company cannot force continued payment or impose hidden termination fees.
Your legal position: The Consumer Protection (Fair Trading) Act protects you from unfair contract terms and requires subscription businesses to honour cancellation requests within a reasonable timeframe. If Identity Guard refuses to cancel or continues charging after you have requested cancellation, you may escalate your complaint to the Consumers Association of Singapore, which enforces consumer protection standards across the sector.
Refund entitlements and the 60-day guarantee
Identity Guard offers a 60-day money-back guarantee on annual plans. This is a binding contractual promise, and if you cancel within 60 days of purchase and request a refund, the company must honour it. Monthly plans do not include refunds for unused time under their published terms, but you remain eligible for a refund if Identity Guard breaches its service obligations or if you can demonstrate unfair contract terms under Singapore law. Document any service failures (missed alerts, system outages, inaccurate monitoring) and submit your refund request in writing via email or registered mail to strengthen your position.
How to cancel Identity Guard step by step
You have three methods to cancel: via the online dashboard, through the mobile app, or by phone with customer support. The dashboard method is fastest because it delivers instant confirmation and stops auto-renewal immediately.
Cancel via the Identity Guard website dashboard
- Log into your Identity Guard account at the main website using your email and password.
- Navigate to your account settings, typically marked by a gear icon or "Account" menu in the top navigation bar.
- Select "Membership" or "Billing and Subscription" from the dropdown menu options.
- Click the button labelled "Cancel Plan" or "Cancel Subscription."
- A confirmation screen will appear asking you to verify your cancellation request.
- Read any retention offers or reasons the company provides to keep your subscription.
- Confirm your cancellation choice by clicking the final "Confirm Cancellation" button.
- Take a screenshot of the confirmation page displaying your cancellation completion and the effective date.
- Check your email within 10 minutes for a cancellation confirmation message from Identity Guard, which should include your cancellation reference number.
Cancel via the Identity Guard mobile app
- Open the Identity Guard app on your iPhone or Android device and log in with your credentials.
- Tap the menu icon (three horizontal lines) in the bottom right corner or top left, depending on your app version.
- Select "Account Settings" or "Settings" from the menu.
- Tap "Manage Subscription" or "Billing."
- Review your current plan tier and renewal date.
- Tap "Cancel Subscription" or "Cancel Plan."
- Follow the confirmation prompts and confirm your cancellation choice.
- Save or screenshot the confirmation screen for your records.
Cancel by phone with customer support
- Locate the customer support phone number on your Identity Guard account page or billing invoice.
- Call during business hours and select the option for account management or billing inquiries.
- Provide your account email address and the last four digits of your payment method to verify your identity.
- Clearly state: "I want to cancel my Identity Guard subscription effective immediately."
- The representative may offer a discount or pause option; you are not obligated to accept.
- Request a confirmation number and ask the representative to email you a written cancellation confirmation.
- Ask the representative when your cancellation will take effect and when your last charge will occur.
- Confirm that no further charges will be applied after your current billing cycle ends.
Cancel by written notice to aura sub, LLC
- Prepare a cancellation letter stating your full name, account email address, and the date you wish to cancel.
- Address your letter to Aura Sub, LLC, the legal entity that operates Identity Guard, at their official legal department address.
- Send your cancellation notice via registered mail or email to ensure proof of delivery and receipt.
- Keep a copy of your cancellation letter and proof of delivery (tracking number or email read receipt) for your records.
- Wait for a written confirmation from Aura Sub, LLC acknowledging your cancellation within 7 to 10 business days.
Yafee recommends using the dashboard method first because it provides immediate confirmation. If you encounter technical issues or the cancellation button does not work, call customer support or send a written notice to Aura Sub, LLC at the legal address provided below.
Pricing and plan comparison
Understanding what you are paying for helps you decide whether cancellation is the right choice.
| Plan type | Billing cycle | Monthly cost (SGD) | Annual cost (SGD) | Key features | Refund window |
|---|---|---|---|---|---|
| Individual Value | Month or annual | $18.99 | $139.99 | Identity monitoring, basic alerts | 60 days (annual only) |
| Individual Total | Month or annual | $24.99 | $179.99 | Credit and bank monitoring, alerts | 60 days (annual only) |
| Individual Ultra | Month or annual | $29.99 | $239.99 | Full suite: social media, investment monitoring, identity theft insurance | 60 days (annual only) |
| Family Plan | Annual | N/A | $399.99 | Covers up to 5 family members, full monitoring | 60 days |
All plans include identity theft insurance coverage and access to Aura's support team. Monthly plans do not qualify for the 60-day refund guarantee, so if you want refund protection, choose an annual plan. Yafee advises you to calculate your savings: if you cancel an annual plan outside the 60-day window, you lose the refund option but stop all future charges immediately.
What happens after you cancel
Cancellation is final, but understanding the timeline protects you from unexpected charges.
Your service during the notice period
Once you submit your cancellation request, Identity Guard continues to monitor your accounts until your current billing cycle ends. If you cancel mid-cycle on a monthly plan paid in advance, you retain access until the end of that month. Your final billing date appears in your cancellation confirmation email, and no charge will occur after that date.
Monitor your bank account after cancellation
Check your bank and credit card statements for 30 days after your cancellation effective date to confirm that Identity Guard has stopped charging you. If a charge appears after your cancellation confirmation date, contact your bank immediately to dispute the transaction and then escalate the matter to Aura Sub, LLC in writing. Yafee recommends keeping your cancellation confirmation email and your bank statements together for at least 12 months in case you need to prove the dispute.
Delete your account data if desired
Cancellation stops your subscription but does not automatically delete your personal data from Identity Guard's servers. If you wish to request deletion of your account information, contact Aura Sub, LLC's privacy team in writing and reference Singapore's Personal Data Protection Act. Request confirmation that your data has been deleted or anonymized within 30 days.
How to request a refund
If you are entitled to a refund under the 60-day guarantee or due to a service breach, act promptly to recover your money.
Qualify for the 60-day refund guarantee
Annual plans qualify automatically. To claim your refund, you must cancel within 60 days of your original purchase date and submit a refund request before your service is deactivated. Monthly plans do not include refunds unless you can demonstrate that Identity Guard failed to deliver the promised service (for example, missed critical fraud alerts or system unavailability).
Submit your refund request in writing
- Send an email to Aura Sub, LLC's billing department (contact details provided in the final section below).
- Include your full name, account email address, original purchase date, and order reference number from your receipt.
- State clearly: "I am requesting a refund under the 60-day money-back guarantee" or "I am requesting a refund due to service failure" (specify the failure).
- Attach a copy of your original receipt or transaction confirmation showing the purchase date.
- Request written confirmation of your refund within 7 days and ask for the refund to be credited to your original payment method.
- Send the email via registered delivery or use your email provider's read-receipt feature to prove delivery.
Yafee advises you to expect a response within 10 to 15 business days. If Aura Sub, LLC declines your refund or does not respond within 21 days, escalate your complaint to the Consumers Association of Singapore with copies of your cancellation request, refund request email, and the company's response (or lack thereof).
Common mistakes to avoid when cancelling
Most cancellations proceed smoothly, but a few missteps can delay your refund or leave you charged unexpectedly.
Not confirming cancellation in writing
Relying solely on a phone call is risky because you have no proof the representative processed your request. Always request an email confirmation, screenshot the dashboard confirmation, or send a written cancellation notice. Keep all proof for at least 12 months in case you need to dispute a charge later.
Cancelling close to your renewal date
If you cancel on day 28 of a 30-day cycle, your account may still auto-renew before your cancellation processes. Cancel as early as possible in your billing cycle to ensure the cancellation takes effect before the system attempts renewal. Check your account settings to confirm the exact renewal date before cancelling.
Forgetting to request a refund separately
Cancellation and refund requests are separate actions. Cancelling your subscription does not automatically trigger a refund; you must submit a separate refund request in writing within the 60-day window if you are eligible. Failing to submit a refund request within 60 days forfeits your right to claim the money-back guarantee on annual plans.
Not saving your cancellation confirmation number
Your confirmation number is your proof that you submitted a cancellation request on a specific date. Without it, you cannot prove you cancelled in time if a charge appears on your account or if you later dispute a billing claim. Screenshot or print every confirmation message you receive.
After you cancel: what to do next
Cancellation is only the first step in protecting your identity independently.
Review your credit reports directly
Request free credit reports from Equifax, Experian, and CIMB Credit Bureau Singapore (the three major bureaus serving Singapore). Review them for suspicious accounts or inquiries that suggest fraud. You are entitled to one free annual report from each bureau, and checking them yourself costs nothing once you have cancelled your subscription.
Set up free fraud alerts
Contact the credit bureaus directly and request a fraud alert on your file. This free service alerts you when someone attempts to open a new account in your name, giving you time to respond before damage occurs. Alerts last six months and renew free of charge.
Consider a credit freeze if necessary
If you have experienced identity theft or suspect serious fraud, place a credit freeze with all three bureaus. A freeze prevents lenders from accessing your credit report without your explicit permission, making it nearly impossible for a fraudster to open accounts in your name. Freezing is free under Singapore law.
Contacting aura sub, LLC for cancellation and refunds
If you need to cancel by mail, request a refund, or file a complaint, use the official addresses and channels below.
Legal and cancellation notices
Send cancellation notices, including all non-routine legal notices, to:
Aura Sub, LLC
Legal Department
Herndon, Virginia
United States
Mark all correspondence "Attention: Legal Department" to ensure your notice reaches the correct department. Use registered mail or email with read receipt to confirm delivery. Allow 10 to 15 business days for a response.
General correspondence and refund requests
For refund requests, membership inquiries, and general correspondence, use the operational address:
Aura Sub, LLC
Chantilly, Virginia
United States
Submit refund requests via email when possible because digital delivery is faster and leaves a clear audit trail. If you mail a refund request, include your account details, original purchase receipt, and a signed letter stating your full name and requested refund reason.
Comparing alternatives after cancellation
Once you cancel Identity Guard, you have other options for managing your identity protection.
| Option | Cost (SGD annually) | Coverage | Best for |
|---|---|---|---|
| Credit freezes (DIY) | Free | Prevents new accounts opening | High-risk individuals after fraud |
| Free credit bureau monitoring | Free | Credit report access once per year | Budget-conscious users |
| Bank-provided monitoring | Free to $50 | Depends on your bank | Existing customers of major banks |
| Third-party identity protection (non-Aura) | $80 to $300 | Credit, social media, dark web monitoring | Users wanting active monitoring post-cancellation |
Yafee does not recommend replacing Identity Guard immediately. Instead, spend 30 days monitoring your accounts yourself-check your bank and credit card statements daily, review your credit reports monthly, and set up free fraud alerts. This approach costs nothing and teaches you which monitoring activities matter most to your situation.
Your rights if Identity Guard refuses to cancel
If Aura Sub, LLC ignores your cancellation request or continues charging after you have cancelled, Singapore law protects you.
Escalate to the consumers association of singapore
The Consumers Association of Singapore (CASE) enforces the Consumer Protection (Fair Trading) Act and handles complaints about unfair billing, failure to honour cancellations, and refund disputes. File a complaint with CASE if Aura Sub, LLC has not responded to your cancellation request within 21 days or if charges continue after your confirmed cancellation date. CASE investigates at no cost to you and can compel the company to refund your money and cease charging.
Dispute the charge with your bank
Contact your bank or credit card issuer immediately if an unauthorized charge appears after your cancellation date. Provide your cancellation confirmation email and request a chargeback dispute. Your bank investigates at no cost and typically issues a temporary credit within 5 to 10 business days while the dispute is resolved. This process does not affect your credit score and protects you from repeated unauthorized charges.
Yafee has helped thousands of consumers cancel subscriptions and recover refunds by following these legal steps and escalation routes. Document every communication with Aura Sub, LLC, keep your cancellation confirmation, monitor your bank statements, and do not hesitate to involve CASE or your bank if the company fails to honour your cancellation request.
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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