Cancel Bilibili: Step-by-Step Guide

How to cancel Bilibili in malaysia and protect your rights

Understanding what Bilibili charges you for in malaysia

Bilibili is a Chinese video platform centred on anime, gaming, manga, and live content that operates on a freemium model in Malaysia. You can watch free content, but premium membership unlocks exclusive access and features. Many Malaysian users discover unwanted charges months after signing up because the auto-renewal setting keeps billing your card or app account without clear visibility. This guide walks you through your rights, shows you exactly where the cancellation button is, and explains how to recover money if you have been overcharged.

The two main subscription plans available to you

Bilibili offers two recurring membership options in Malaysia. The Super VIP Monthly Card costs RM5.00 per month and renews automatically unless you disable auto-renewal. The Super VIP Annual Card costs RM54.00 per year and covers 12 months of premium access. Both plans auto-renew on your next billing date unless you take action to stop them.

Your exact billing source matters more than the plan name when you cancel. If you subscribed through the Bilibili website directly, you cancel on their account page. If you subscribed on iPhone through the App Store, you must cancel through Apple Subscriptions. If you subscribed on Android through Google Play, you cancel there instead. Understanding which platform took your money is the first step to stopping the next charge.

Why malaysian users struggle to cancel Bilibili

Local consumer feedback shows a clear pattern: users sign up easily, but the cancellation path is hidden or unclear. The main confusion arises because Bilibili does not always explain upfront that auto-renewal is on, and the cancel button location changes depending on where you paid. If you paid through your phone's app store, Bilibili's own website settings may not stop your charge. As a result, many users cancel in one place and get shocked by a charge in another.

Support is available by email at [email protected] or by phone at 400-626-2233 in China, operating during standard business hours (8:00 AM to 6:00 PM CST). For Malaysian users, that means replies may take one to two business days. The lack of live chat or Malaysia-based support means you need a clear cancellation strategy before contacting them.

Your rights under malaysian consumer law

You have legal protection when you cancel a subscription service in Malaysia. The Consumer Protection Act 1999 gives you the right to cancel recurring charges, and you are entitled to a refund if the service provider fails to honour your cancellation request or charges you after you have cancelled.

What the consumer protection act 1999 means for Bilibili cancellation

The Consumer Protection Act 1999 requires service providers to honour cancellation requests and stop charging you within a reasonable timeframe, normally within one billing cycle. If you cancel before your next renewal date and Bilibili charges you anyway, that charge is unauthorised, and you have the right to demand a full refund. You can escalate your complaint to the Ministry of Domestic Trade and Consumer Affairs (MDTCA) if Bilibili refuses to refund you or ignores your cancellation request.

In plain language, this means: once you have cancelled, Bilibili must stop charging you. If they do not, you can file a formal complaint with the MDTCA and recover your money. Your legal position is strong because Malaysia law puts the burden on the company to prove they processed your cancellation correctly.

Your right to evidence and transparent billing

You have the right to clear information about when charges will occur, how much they will be, and how to cancel. Bilibili must provide this before you pay. If the cancellation instructions are unclear or buried in the interface, that is a violation of consumer transparency standards. Document everything: screenshots of your membership page, your billing date, and the exact amount charged. This evidence strengthens your case if you need to dispute a charge later.

Tocancel recommends saving your transaction receipts and screenshots of the membership settings page before you cancel. This gives you proof that you took action and a reference point if a charge appears unexpectedly.

How to cancel Bilibili on the website

If you paid Bilibili directly through their website (not through an app store), you can cancel auto-renewal from your account settings in minutes.

Step-by-step cancellation on bilibili's website

1. Go to bilibili.tv and log in with your username and password.
   • If you have forgotten your password, click "Forgot password" and follow the email recovery process.
2. Click your profile icon in the top right corner, then select "Account settings" or "My account".
   • Look for a menu option that says "Membership", "Subscriptions", or "Billing".
3. Find the section labelled "Manage auto-renewal" or "Subscription management".
   • You should see your current plan name, the cost, and your next renewal date.
4. Click the button that says "Turn off auto-renewal", "Disable renewal", or "Cancel subscription".
   • Some versions of the site use slightly different wording; look for any option containing the words "stop", "cancel", or "disable".
5. Confirm your cancellation by clicking "Yes, cancel" or "Confirm cancellation".
   • The system will ask you to confirm because this is a permanent action.
6. Take a screenshot of the confirmation page showing your cancellation is complete.
   • This proves you cancelled and is vital if a charge appears later.

After you follow these steps, your auto-renewal will stop, and you will not be charged again after your current membership period ends. You can continue to use your paid features until that date, then the service will downgrade to free access.

What to do if the website cancellation button is missing

If you log in and cannot find the auto-renewal settings, your subscription may have been purchased through the App Store or Google Play instead of the website. Scroll down the membership page and look for a link that says "Manage subscriptions on [App Store / Google Play]" or "Manage your app subscription". Click that link, and it will take you to the correct cancellation location. If no such link appears, contact support at [email protected] and provide your account email, username, and last four digits of the payment method used.

How to cancel Bilibili on apple and android devices

If you subscribed to Bilibili through the iPhone App Store or Android Google Play, you must cancel there because the app store, not Bilibili, processes your recurring charge.

Cancelling Bilibili on iPhone and iPad (Apple app store)

1. Open the Settings app on your iPhone or iPad.
   • Do not open the Bilibili app; you must use Settings.
2. Scroll down and tap "App Store".
   • This is usually near the bottom of the Settings menu.
3. Tap your name or Apple ID at the top right of the screen.
   • You may need to authenticate with Face ID or your Apple ID password.
4. Select "Subscriptions".
   • This shows all active subscriptions on your Apple ID.
5. Find "Bilibili" in the list and tap it.
   • You will see your plan name, renewal date, and cost.
6. Tap "Cancel subscription" or "Edit subscription".
   • Follow the prompts to confirm the cancellation.
7. Screenshot the confirmation message to prove cancellation.
   • Save this as evidence in case you are charged again.

After cancellation, your subscription will end on the renewal date shown, and you will not be charged again. Tocancel advises keeping that screenshot safely stored on your phone or cloud drive.

Cancelling Bilibili on android (Google play)

1. Open the Google Play Store app on your Android phone or tablet.
   • You can identify it by the coloured play button icon.
2. Tap your profile icon in the top right corner.
   • This usually shows your account name or a silhouette.
3. Select "Payments and subscriptions" or "Manage subscriptions".
   • Different Android versions may use slightly different wording.
4. Tap "Subscriptions" or "Active subscriptions".
   • This displays all your recurring charges on Google Play.
5. Find "Bilibili" and tap it to open the subscription details.
   • You will see the plan name, monthly or yearly renewal date, and cost in RM.
6. Tap "Cancel subscription".
   • Google will ask you why you are cancelling; you can select any reason or skip this step.
7. Confirm the cancellation and take a screenshot of the final confirmation screen.
   • This proves the cancellation to Google Play and protects you if Bilibili disputes your claim later.

Once you cancel on Google Play, Bilibili will not charge you again. Your paid membership will remain active until the renewal date, after which you will automatically drop to free access. Keep your screenshot safe as proof for Tocancel support or for a consumer complaint if needed.

Common mistakes people make when cancelling Bilibili

Cancelling a subscription can feel stressful, especially if you are worried about a charge you do not want. The good news is that most mistakes are avoidable if you know where to look.

Mistake one: cancelling in the wrong place

The most common error is cancelling on the Bilibili website when the subscription was purchased on the App Store or Google Play. The two systems do not talk to each other. If you cancel on Bilibili's website but paid through Apple, Apple will still charge you because Bilibili never told Apple to stop. Always check your original receipt or email to see where the payment method is listed. If it mentions "Apple" or "Google", cancel there first. If it mentions only a card number, cancel on Bilibili's website.

Mistake two: cancelling late in the billing cycle

If you cancel on the day before your renewal date and your timezone is different from the billing server, your cancellation may not process in time. Bilibili operates on China Standard Time (CST). If you are in Malaysia (UTC+8) and your renewal is at midnight CST, the timing is roughly aligned, but delays can happen. Cancel at least two business days before your renewal date to ensure the request processes cleanly. This buffer protects you from edge-case processing delays.

Mistake three: forgetting to take screenshots

After you cancel, always screenshot the confirmation page and your updated membership settings showing auto-renewal is off. Many users cancel, receive no confirmation, and then panic when they get charged anyway. Bilibili's email confirmations are sometimes slow or end up in spam. Your screenshot is the only proof you have that you acted. Without it, if a dispute arises, Bilibili can claim you never cancelled, and you will have a harder time recovering your money.

Mistake four: waiting until after you are charged to cancel

Some users assume they can cancel after paying and get a refund. In Malaysia, once a charge is processed, you are entitled to the service for that billing period. You can cancel to stop future charges, but refunds for the current period require a separate request. Cancel before the charge, not after, to avoid the need for a refund dispute.

What happens after you cancel Bilibili

Cancellation is just the start of the process. Understanding what comes next helps you avoid confusion and catch any problems early.

Your membership access after cancellation

When you cancel, you do not lose access immediately. You keep full premium access until the end of your current billing period. If you cancel a monthly plan on the 15th and your renewal date is the 20th, you keep premium access until the 20th. After that date, Bilibili automatically downgrades your account to free status, and you lose premium features. You will not see a new charge on your card.

Confirming the cancellation took effect

Log back into your Bilibili account one week after you cancel and check the membership page again. It should show "No active subscription", "Subscription cancelled", or similar language. If it still shows an active subscription with a renewal date, your cancellation did not go through. Contact Bilibili support immediately at [email protected] with your account email and cancellation screenshot. Include the date and time you cancelled and ask them to confirm the cancellation in their system.

Monitoring your bank statement and app store receipts

After cancellation, check your credit card or debit card statement on the day your renewal date would have occurred. You should see no new Bilibili charge. If a charge appears, it is unauthorised, and you have the right to dispute it. Contact your bank and tell them you cancelled the subscription and did not authorise the charge. Request a chargeback or reversal. At the same time, email Bilibili at [email protected] with your cancellation screenshot and demand an immediate refund. Tocancel recommends keeping both your bank statement and your Bilibili cancellation screenshot together in a safe place for at least three months after cancellation.

How to get a refund if Bilibili charged you after cancellation

If you cancelled but Bilibili still charged you, you have the right to recover that money under Malaysian consumer law.

Step one: contact Bilibili support directly

1. Email [email protected] with the subject line "Unauthorised charge after subscription cancellation".
   • Include your account email, username, and the date you cancelled.
2. Attach a screenshot of your cancellation confirmation and your bank statement showing the unwanted charge.
   • Provide the transaction date, amount (e.g. RM5.00), and transaction reference number from your bank.
3. State clearly: "I cancelled my subscription on [date] and have proof. You charged me RM[amount] on [date] without my consent. I request a full refund within 7 days."
   • Use direct language; do not apologise or soften your claim.
4. Keep a copy of this email for your records.
   • This creates a paper trail if you need to escalate to the MDTCA.

Bilibili typically responds within five to seven business days. If they refuse or ignore you, move to step two.

Step two: file a complaint with your bank or app store

If Bilibili does not refund you within seven days, contact your bank or the payment processor. If you paid by credit card or debit card, call your bank and request a chargeback. Explain that you cancelled the subscription and were charged without consent. Provide your cancellation screenshot. Your bank will open an investigation and usually reverse the charge within 10 business days while they investigate. If you paid through Apple or Google Play, open the app store on your device, find the Bilibili charge in your purchase history, and tap "Report a problem". Select "I was charged incorrectly" and attach your cancellation proof.

Step three: escalate to the MDTCA if necessary

If your bank or app store does not resolve the issue, or if Bilibili refuses to engage, file a complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA). You can lodge a complaint online at www.mdtca.gov.my or by visiting a regional office. Include your email correspondence with Bilibili, your cancellation screenshot, your bank statement, and a written statement explaining the situation. The MDTCA has the power to order Bilibili to refund you and can impose penalties on the company for breaching the Consumer Protection Act 1999. This process is free and does not require a lawyer.

Tocancel strongly recommends keeping all evidence (emails, screenshots, bank statements, transaction IDs) organised and easily accessible. This makes the complaint process faster and gives you a much stronger case for recovery.

Important details and your cancellation checklist

Before you cancel, run through this checklist to ensure you have everything you need and avoid costly mistakes.

Your cancellation checklist

• Confirm where your payment came from (website, App Store, or Google Play).
• Log in and note your renewal date and plan name.
• Take a screenshot of your current membership settings before cancelling.
• Follow the correct cancellation steps for your payment source (Bilibili website, Apple, or Google).
• Take a screenshot of the cancellation confirmation message.
• Save both screenshots in a safe location (cloud storage, email yourself, or a note app).
• Wait one week, then log back in to confirm "No active subscription" or similar language appears.
• On your renewal date, check your bank or app store account to confirm no new charge appeared.
• If a charge appears, immediately email [email protected] with your cancellation screenshot and demand a refund.
• If Bilibili refuses, contact your bank or file a complaint with the MDTCA.

Final thoughts and how tocancel can help

Cancelling Bilibili in Malaysia is straightforward once you understand which platform took your money and where the cancellation button is. The confusion arises because the company does not make the process transparent upfront, and support can be slow. However, you have strong legal rights under the Consumer Protection Act 1999, and Tocancel has helped thousands of consumers cancel unwanted subscriptions and recover overcharges by knowing exactly what steps to take and what evidence to gather.

Start by identifying your payment source, take your screenshots before and after cancellation, and always monitor your next billing date. If Bilibili charges you after you cancel, you have multiple ways to recover that money: demand a refund directly from Bilibili, dispute the charge through your bank or app store, or file a complaint with the MDTCA. Your rights are backed by law, and you are not alone in this process.

For more guidance on cancelling subscriptions and protecting your consumer rights, visit Tocancel.com. Our team has created step-by-step guides for dozens of services, and Tocancel's resources have helped thousands of consumers understand their options, take confident action, and recover money they thought was lost.

Bilibili support contact: [email protected] | Phone: 400-626-2233 (China Standard Time, 8:00 AM to 6:00 PM CST)

Malaysian consumer authority: Ministry of Domestic Trade and Consumer Affairs (MDTCA) | Website: www.mdtca.gov.my