Cancel Mozy: The Right Way

How to cancel Mozy and protect your data in malaysia

What Mozy is and why you might need to cancel

Mozy was a cloud backup service designed for home users and small businesses in Malaysia and across the region. It offered automatic file backup, file recovery tools, and storage tiers ranging from 50 GB to 100 GB depending on your plan. The service promised peace of mind by keeping your photos, work files, and archives safe on remote servers.

However, Mozy was acquired by Carbonite in 2019 and has since been integrated into Carbonite's platform. As of 2026, Mozy no longer operates as a standalone service. This matters because many Malaysian users still have active or legacy accounts tied to the old system, and cancellation can feel confusing when the service is no longer actively marketed.

Why Mozy changed and what that means for cancellation

When Carbonite absorbed Mozy, it discontinued MozyHome and MozyPro as separate consumer plans. Existing customers were either migrated to Carbonite accounts or left with legacy accounts that are harder to manage. This transition created a common problem: your account dashboard may look outdated, support response times may be slow, and cancellation steps are not clearly listed on the main Mozy website.

For Malaysian users especially, there is no published local office, no Malaysia-specific billing page, and no clear local support channel. This lack of transparency can make you feel trapped if you want to stop paying, but your consumer rights in Malaysia are strong, and Tocancel is here to guide you through the process.

What you were actually paying for with Mozy

Mozy charged recurring monthly or annual fees for backup software that ran in the background on your laptop or computer. You selected folders or full-system backup, set a schedule, and Mozy handled encryption and remote storage automatically. Storage limits varied: basic plans offered 50 GB, while professional tiers offered up to 100 GB.

The real product was not just storage-it was the promise that you would never lose important files to hardware failure, accidental deletion, or malware. For many Malaysian users with limited local backup infrastructure, that value proposition was compelling.

Your consumer rights when cancelling Mozy in malaysia

Malaysia's Consumer Protection Act 1999 gives you clear rights when you want to cancel a subscription or recurring service. Understanding these rights is the foundation of confident action.

What the consumer protection act 1999 guarantees you

Under the Consumer Protection Act 1999, you have the right to cancel a service contract within a reasonable time, and the supplier must provide clear cancellation terms upfront. In practice, this means Mozy (or Carbonite, as its current operator) cannot hide cancellation steps, charge you after you request cancellation, or ignore your written cancellation request.

Your legal position is this: if Mozy or Carbonite continues to charge you after you cancel, or if they refuse to process your cancellation without good reason, you can lodge a complaint with the Ministry of Domestic Trade and Cost of Living (KPK) and demand a refund. The KPK has authority over unfair contract terms and deceptive billing practices across Malaysia.

Additionally, if Mozy charges your card without your explicit, ongoing consent, that violates the Consumer Protection Act 1999 Section 139A (unfair contract terms) and Section 10 (misleading or deceptive representations). This is your lever if the company refuses to cooperate.

Your right to clear cancellation information

Mozy is required to disclose cancellation methods clearly before you subscribe. The fact that cancellation steps are hard to find on mozy.com suggests Mozy may not have met this requirement fully. Nevertheless, you still have the right to cancel, and Tocancel recommends documenting every step in writing so you have proof of your request.

If Mozy claims it never received your cancellation request, your email, screenshots, or recorded phone call (with consent) become your evidence in any dispute with the KPK or your credit card company.

How to cancel Mozy step by step

The official Mozy website does not provide a clear, modern cancellation flow for active users or legacy accounts. However, you have multiple paths to cancel, and Tocancel guides you through each one.

Prepare before you cancel

Before you hit the cancellation button, take steps to protect yourself and ensure a smooth process. Hasty cancellation can lead to lost files, failed refund requests, or disputes with your bank.

1. Back up any files you still need
   • Download all important files from your Mozy account to a local drive or USB
   • Do this at least 5 days before you request cancellation
   • Verify the files are readable on your computer before proceeding
2. Document your account and billing details
   • Take a screenshot of your account dashboard showing your username, email, and current plan
   • Take a screenshot of your billing page showing the next renewal date and amount
   • Save your last two billing emails from Mozy or Carbonite (search your inbox for receipts)
   • Note down the exact date you started the service
3. Check your payment method and recent charges
   • Log into your bank or credit card account and find all charges from Mozy or Carbonite in the past 12 months
   • Record the dates and amounts in a spreadsheet or note
   • This becomes your proof if you need to dispute a charge later

Method 1: cancel through your Mozy account (if you can still log in)

If your account is still active and you can log in, the fastest route is usually the account dashboard. Follow this path:

1. Go to mozy.com and log in with your email and password
   • If you cannot remember your password, use the "Forgot Password" link and reset it
   • Check your email (including spam folder) for the reset link
2. Look for Account, Settings, Subscription, Billing, or Plan
   • These menus are usually in the top right corner or in a sidebar
   • On some older accounts, the menu may say "Manage My Account" or "Account Dashboard"
3. Find the Cancel, Downgrade, or Turn off Renewal option
   • Click this option and confirm you want to cancel
   • Screenshot the confirmation message and note the date and time
4. You should receive a cancellation confirmation email within a few minutes
   • Save this email in a folder called "Mozy Cancellation" for your records
   • If you do not receive an email within 24 hours, move to Method 2

Method 2: cancel by email (the safest route for malaysia)

If the account dashboard is broken, unavailable, or shows no cancellation option, email is your safest bet. Email creates a paper trail, which is crucial for disputes.

1. Compose an email to Carbonite support
   • Send to: [email protected]
   • Subject line: "Cancellation request - Mozy account [your email address]"
2. Write a clear, short cancellation request
   • Include your full name, account email address, and account number (if you know it)
   • Include your current billing date (from your last receipt)
   • State: "I request cancellation of my Mozy account effective immediately. Please confirm cancellation in writing within 3 business days."
   • Do not write an angry or emotional email-keep it professional
3. Send with read receipt and keep proof
   • Use your email's "Request Read Receipt" feature if available
   • Save a copy of the email you sent in a folder on your computer
4. Wait for a reply
   • Carbonite should respond within 3 to 5 business days
   • If you do not hear back in 7 days, follow Method 3

Method 3: cancel by phone (if email fails)

If email goes unanswered, a recorded phone call provides a second layer of proof.

1. Call Carbonite customer support
   • Phone number: +1-866-789-6699 (US number, but check if they accept Malaysia calls)
   • Alternatively, try the Carbonite Malaysia support line if available on carbonite.com
   • Call during US business hours (9 am to 5 pm US Eastern Time)
2. Inform support you are a Mozy customer in Malaysia
   • Have your account email, account number, and next billing date ready
   • Say clearly: "I want to cancel my Mozy subscription effective today."
3. Ask for a confirmation number
   • Request the support agent give you a ticket or reference number for your cancellation
   • Write it down immediately
4. Follow up with a confirming email
   • After the call, send an email repeating what you discussed and the confirmation number
   • Send it to [email protected] with subject: "Confirmation of phone cancellation on [today's date]"

Method 4: dispute the charge through your bank (the enforcement option)

If Mozy refuses to cancel or continues to charge you after your cancellation request, you can ask your bank to reverse the charges. This is your strongest legal tool.

1. Contact your bank or credit card company
   • Call the number on the back of your card or log into your online banking
   • Tell them: "I want to dispute a recurring charge from Mozy/Carbonite. I have requested cancellation but the company is still charging me."
2. Provide your bank with proof
   • Show them your cancellation email to Mozy
   • Show them screenshots of your account and billing history
   • Show them the dates and amounts of charges after your cancellation request
3. Ask your bank to reverse the charges as unauthorised
   • Under consumer protection law, you have the right to reverse charges if the company breached its cancellation terms
   • Your bank will open a dispute investigation
4. Follow the bank's process
   • Your bank may ask you to sign a dispute form or provide written statements
   • Cooperate fully and respond within the deadline (usually 10 to 30 days)

Understanding mozy's pricing and what you should have paid

Mozy's pricing structure helps you understand whether you were charged fairly and whether a refund is justified. Here is what customers typically paid:

If you were charged more than these amounts, or if you were charged in a currency other than MYR (Malaysian ringgit) without your consent, you have grounds for a refund under the Consumer Protection Act 1999. Tocancel recommends comparing your receipts to this table to confirm whether your charges were fair.

Refunds and what to expect after cancellation

You have the right to a refund if Mozy charged you unfairly or if you cancelled within a cooling-off period. Malaysian consumer law generally allows a 14-day cooling-off period for online purchases, though this may not apply if you used the service during that period.

When you can claim a refund

You are entitled to a refund in these situations:

• You cancelled within 14 days of purchase and did not use the service
• Mozy continued to charge you after you requested cancellation
• You were charged for a service you never authorised (unauthorised recurring billing)
• Mozy failed to provide the promised storage, backup speed, or features
• You were charged in a different currency or amount than quoted

How to claim a refund from Mozy or carbonite

1. Send a refund request email to [email protected]
   • Subject: "Refund request - Mozy account [your email]"
   • Include the dates and amounts of charges you dispute
   • Explain why you believe the charges are unfair (e.g., "I cancelled but was charged for 2 more months")
   • Ask for a refund within 14 days
2. Wait 10 business days for a response
   • Carbonite should acknowledge your request and provide a refund timeline
   • Refunds typically take 5 to 10 business days to appear in your account
3. If Carbonite refuses the refund, escalate to the KPK
   • Lodge a complaint with the Ministry of Domestic Trade and Cost of Living (KPK) online or by post
   • The KPK can order Carbonite to refund you if it finds the charge was unfair

What happens to your files after cancellation

After you cancel, Mozy typically deletes your backed-up files from its servers within 30 to 60 days. This is why backing up your data before cancellation is critical-once the files are gone from Mozy, Carbonite cannot recover them.

You will lose access to your account dashboard immediately or within a few hours. Any attempt to log in will fail. This is normal and expected behaviour.

Common mistakes when cancelling Mozy and how to avoid them

Cancelling a subscription can feel stressful, especially when support is slow or the process is unclear. Many people make preventable mistakes that lead to continued charges or lost refunds. Here is how to stay in control:

Mistake 1: cancelling without backing up your files first

You cannot recover files after Mozy deletes them from its servers. Always download important documents, photos, and archives to your computer or an external drive before you request cancellation. This takes 30 minutes to an hour but saves you months of regret.

Mistake 2: cancelling through chat or a support form without written proof

If you cancel via live chat, there is no paper trail. The support agent may not process the request, or the company may deny you ever asked. Always use email, phone with a confirmation number, or your account dashboard-all of which create a documented record.

Mistake 3: assuming cancellation means "no more charges"

Many users think cancellation takes effect immediately, but Mozy or Carbonite may still charge you for the current billing period or month. Check your bank statement 7 days after cancellation to confirm no further charges appear. If they do, dispute the charge with your bank immediately.

Mistake 4: not keeping proof of your cancellation request

Screenshots expire, emails get lost, and memory fails. Store your cancellation email, confirmation number, screenshots, and billing records in a single folder on your computer or cloud drive (Google Drive, OneDrive, etc.). Label it "Mozy Cancellation Proof" and keep it for at least 12 months.

Mistake 5: waiting too long to dispute charges with your bank

Most banks have a 60 to 90-day window to dispute charges. If you wait 6 months, your bank may refuse to help. Act within 30 days of spotting an unexpected charge and you will have a strong case.

What to do after your Mozy account is cancelled

Cancellation is the beginning, not the end. You need to confirm the cancellation worked and monitor your account for any unexpected charges. Take these steps:

Steps to confirm successful cancellation

1. Check your email for a cancellation confirmation from Carbonite
   • This should arrive within 24 hours of your request
   • If you do not see it, check your spam or promotions folder
   • If it is not there after 3 days, send a follow-up email asking for confirmation
2. Try to log into your Mozy account
   • A few hours after cancellation, your login should fail or your account should say "Inactive"
   • This is proof the cancellation worked
3. Monitor your bank or credit card for 90 days
   • Check your statement every week for the first month after cancellation
   • Look for any charge from Mozy, Carbonite, or any company name you do not recognise
   • If a charge appears, dispute it immediately with your bank and reference your cancellation email
4. Keep the cancellation confirmation email forever
   • Forward it to a personal archive email account or save it as a PDF
   • You may need it if a dispute arises 6 or 12 months later

Checklist: cancel Mozy safely and securely

Use this checklist to track your progress and ensure you do not miss a step:

Comparing Mozy to other backup services in malaysia

If you are cancelling Mozy because you want a better backup solution, consider these alternatives available in Malaysia:

How tocancel can help you cancel Mozy and protect your rights

Cancelling a subscription should not feel like a fight. Tocancel exists to help you understand your consumer rights, navigate confusing cancellation processes, and hold companies accountable when they refuse to let you go. Tocancel has helped thousands of consumers cancel unwanted subscriptions and recover unfair charges across Malaysia and beyond.

When you use Tocancel, you gain access to clear, step-by-step guides tailored to your service and your country. You learn the exact cancellation address, the legal laws that protect you, and the fastest way to stop paying. If a company ignores your cancellation request, Tocancel gives you the tools to escalate to the KPK or dispute charges through your bank with confidence.

For Mozy specifically, Tocancel provides the contact details, email addresses, and phone numbers you need. You also get templates for your cancellation email, checklists to track your progress, and advice on what to do if Mozy or Carbonite refuses to cooperate.

Contacting Mozy or carbonite: the address, email, and phone number you need

If you need to reach Mozy or Carbonite to cancel your subscription, use these contact details. Note that Mozy no longer operates independently, so all customer service is handled through Carbonite.

Contact information for Mozy or carbonite (Malaysia)

Email (preferred for cancellation):
[email protected]

Phone (US-based, accepts international calls):
+1-866-789-6699
(Call during US business hours: 9 am to 5 pm US Eastern Time)

Online support portal:
help.carbonite.com or help.flozy.com (for migrated accounts)

Mailing address (for formal complaints):
Carbonite Inc.
Two Seaport Lane
Boston, MA 02210
United States

Important note for Malaysia: Mozy does not have a published local office or address in Malaysia. If Carbonite does not respond to your email or phone call within 7 days, you can lodge a complaint with the Ministry of Domestic Trade and Cost of Living (KPK) online at www.kpk.gov.my or by post at their regional office in Kuala Lumpur. The KPK has authority to order refunds and enforce cancellation rights.

Filing a complaint with the KPK if Mozy refuses to cancel

If Carbonite ignores your cancellation request or refuses to issue a refund, the KPK is your enforcement body. You have the right to file a formal complaint under the Consumer Protection Act 1999.

1. Visit www.kpk.gov.my or call 1-800-886-800 (Malaysia toll-free)
2. File a complaint online or request a complaint form by post
3. Provide your cancellation email, screenshots, and billing records
4. The KPK will investigate and can order Carbonite to refund you

This process typically takes 4 to 8 weeks but is free and your strongest legal tool.

Final thoughts: you have the power to cancel Mozy

Mozy may no longer be an active brand, but your right to cancel remains absolute. Malaysia's Consumer Protection Act 1999 guarantees that you can stop paying for any subscription at any time, and that companies must process cancellations fairly and quickly. If Mozy or Carbonite ignores your request, you have the power to escalate to the KPK or your bank.

The steps in this guide are designed to protect you. Back up your files, document your cancellation request, monitor your bank account, and keep your proof for 12 months. If anything goes wrong, you will have the evidence to prove it. Tocancel has helped thousands of consumers cancel unwanted subscriptions like Mozy and recover charges they should never have paid. You can do this, and you are not alone.