Cancel Lose It: The Right Way

How to cancel Lose It in malaysia and keep your money safe

What is Lose It and why malaysians are cancelling

Lose It is a mobile-first calorie tracking and weight management app that operates on a freemium model. The service is based in Boston, United States, and most Malaysian users access it through the iOS App Store or Google Play, then choose to upgrade to Premium for advanced nutrition tracking and personalised features. You stay in control: the free version remains free unless you upgrade, but once you pay for Premium, the subscription renews automatically every month or year until you stop it.

If you are here because the cancellation process felt confusing or you got charged unexpectedly, you are not alone. Many Malaysian users report frustration with unclear cancellation flows, feature removals, and recurring charges they did not intend to authorise. Tocancel exists to help you navigate this exact situation and reclaim your consumer rights.

How the subscription model works for malaysian users

When you sign up to Lose It, you create a free account. The app works well at no cost if you only need basic calorie logging. However, Premium unlocks deeper tracking tools, advanced nutrition analysis, goal customisation, and priority support. The catch: Premium renews automatically on your billing date unless you cancel before renewal happens. This means you need to act deliberately to stop the charges, not simply delete the app.

Your billing channel matters enormously for cancellation. If you subscribed via the Apple App Store, your payment is tied to your Apple ID account. If you subscribed through Google Play, your payment is linked to your Google Account. If you paid directly through the Lose It website, the subscription lives in your account settings on their platform. Deleting the app does not stop any of these billing channels from charging you again.

Pricing and what malaysian users actually pay

Lose It does not publish Malaysia-specific pricing on a public page, but the subscription plans are standardised across regions. Monthly Premium costs USD 9.99 (approximately RM 47), while annual Premium costs USD 39.99 (approximately RM 189). Exchange rates fluctuate, so your exact charge in ringgit depends on your bank and payment processor. Some Malaysian users report being charged in USD directly, while others see the local ringgit conversion applied by their bank or payment app.

Common complaints from Malaysian users centre on feature deprecation (tools you paid for disappearing in updates), increased advertising in the free tier, and unreliable photo-based food logging. Many people only realise they no longer use their Premium features after renewal has already processed, making the timing of cancellation critical.

Your consumer rights under malaysian law

Malaysia's Consumer Protection Act 1999 gives you legal rights when you buy digital services like Lose It. This section explains those rights in plain language so you can cancel with confidence. Your legal position is strong: you have the right to cancel a recurring subscription, and you have the right to demand your money back if the service failed to deliver what was promised.

What the consumer protection act 1999 says about subscriptions

Under Malaysian law, any supplier selling goods or services to consumers must be honest, provide what they promise, and handle complaints fairly. This includes digital subscriptions. If Lose It charges you without clear consent, fails to cancel when you ask, or continues billing after your cancellation request, that violates consumer protection rules. The Federal Trade Descriptions Act 2011 also prohibits misleading claims about automatic renewal terms.

Your right to cancel is absolute. You do not need to give a reason, and the company cannot force you to keep paying. If Lose It refuses to stop billing after you have clearly asked them to cancel, you have the right to lodge a complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA), which enforces consumer law in Malaysia. Tocancel helps consumers like you document these issues and escalate them appropriately.

Your right to a refund and how to claim it

If you cancel Lose It and then get charged again in the next billing cycle, you have a right to demand a refund. This applies even if cancellation took longer than expected. You also have a right to a refund if the service was not as described (for example, if promised features do not work or if the app became unusable). Malaysian consumer law gives you 14 days from the charge date to escalate a dispute with your bank or payment provider.

Start by requesting a refund directly from Lose It through their support centre. If they refuse or do not respond within 14 days, contact your bank or payment provider (Apple, Google, or your card issuer) and request a chargeback or transaction reversal. Tocancel recommends saving all evidence: screenshots of your account, cancellation confirmation, bank statements, and any support emails. This documentation strengthens your case if you need to escalate to the MDTCA or your bank's dispute team.

How to cancel Lose It without getting billed again

Cancellation method depends entirely on where you paid for your subscription. This section walks you through each scenario step by step so you stay in control of the process.

Cancel if you subscribed through the apple app store

If you signed up to Lose It Premium through your iPhone or iPad, your subscription is managed by Apple, not by Lose It directly. Deleting the app from your phone does not cancel your subscription. You must cancel through your Apple ID settings.

1. Open the Settings app on your iPhone or iPad
2. Tap your name at the top
3. Select Subscriptions
4. Find and tap Lose It
5. Tap Cancel Subscription
   • If Cancel Subscription does not appear, your subscription has already ended
   • If you see Resubscribe, your subscription is inactive
6. Follow the prompts to confirm cancellation
7. You will receive an email confirmation from Apple within minutes
8. Take a screenshot of the confirmation page as proof

Your access to Premium features ends immediately, but you retain access to your account data and food logs in the free version until your current billing period expires. Save any data you need before cancelling, because some users report losing access to detailed history after cancellation.

Cancel if you subscribed through google play

If you signed up to Lose It on an Android phone or tablet using Google Play, your subscription is managed by Google, not by Lose It. Uninstalling the app will not stop Google from charging your linked payment method each month. You must cancel through your Google account.

1. Open the Google Play Store app on your Android device
2. Tap your profile icon in the top right corner
3. Select Payments and subscriptions
4. Tap Subscriptions
5. Find and tap Lose It
6. Tap Cancel subscription
   • You may be offered a retention discount; decline if you want to cancel fully
   • If no cancel option appears, check your billing date and try again
7. Confirm the cancellation when prompted
8. Google will send you a confirmation email
9. Screenshot the confirmation for your records

Access to Premium ends on your next billing date (not immediately), so you have until then to download or export any data you want to keep. After that date, the app reverts to free-tier features only.

Cancel if you subscribed directly through the Lose It website

If you paid for Lose It Premium through their website (loseit.com) rather than through an app store, your subscription lives in your Lose It account. You must cancel there, and Tocancel strongly recommends doing this via the support centre for a clear audit trail.

1. Go to the Lose It Support Centre at loseit.zendesk.com/hc/en-us
2. Sign in with your Lose It account email
3. Click the search icon and search for "cancel subscription"
4. Follow the official cancellation article to access your account settings
5. Navigate to Account or Billing settings (the exact label varies)
6. Look for Subscription or Membership settings
7. Select Cancel Auto-Renew or Manage Subscription
   • Do not delete your account; simply cancel the renewal
   • Deleting your account may prevent you from proving cancellation later
8. Confirm the cancellation and save the confirmation page
9. Log out and log back in to verify the change took effect

If the cancellation option does not appear or you cannot find your subscription settings, use the live chat feature in the support centre (usually a message icon) and ask to speak with someone who can manually cancel your subscription. Request a cancellation confirmation number or email for your records.

What to do if you cannot find the cancellation option

Sometimes the cancellation link is buried or the interface has changed. If you have looked carefully and cannot find the cancel button, take these steps.

1. Check your confirmation email from when you first paid for Premium; it often contains a direct cancellation link
2. Log into Lose It and open Account Settings; look for "Subscription Status" or "Billing Information"
3. Try searching your email for receipts from Apple, Google, or Lose It that contain a manage subscription link
4. If still stuck, contact Lose It Support directly via the chat feature and explain you want to cancel your auto-renewal
5. Ask them to send you a confirmation email after they process the cancellation
6. In your message, cite the Malaysian Consumer Protection Act 1999 and your right to cancel a recurring subscription

Most support teams respond within 24 hours to cancellation requests in English. Be polite but direct: "I want to cancel my Lose It Premium subscription effective immediately. Please confirm this cancellation in writing." Tocancel's experience shows that clear, documented requests get results faster.

What happens after you cancel Lose It

Cancellation is only the beginning. This section explains what to expect after you click the cancel button and how to protect yourself from unexpected charges.

Verify that cancellation actually went through

Many users cancel and assume they are done, only to discover weeks later that they got charged again. Verification is essential.

1. Wait 24 hours for the cancellation to process
2. Log back into your Lose It account and check your subscription status (it should say "Free" or "Cancelled")
3. Check your Apple ID, Google Play account, or Lose It account for a cancellation confirmation email
4. If confirmation is missing, cancel again and ask for an email confirmation
5. Monitor your bank statement or credit card for the next 5 days to ensure no charge appears
6. Set a phone reminder for 3 days before your old billing date as a backup check

If you see a charge after cancellation, contact your bank or payment provider immediately and request a refund, explaining that you had cancelled the subscription beforehand.

Check your account data before losing access

After cancellation, the free version of Lose It remains available, but some features and historical data may become limited or hidden. If you have meal logs, weight progress, or goals you want to keep, save them now.

1. Take screenshots of your progress dashboard, weight history, and any goals
2. Export or download any nutrition reports if the app offers an export function
3. Note any insights or patterns you want to remember before cancelling
4. Consider migrating your data to another tracking app if you plan to switch services

Some users have reported that Lose It deletes or hides detailed tracking history after cancellation, so acting quickly protects your records.

Refunds, billing disputes, and what to do if Lose It keeps charging you

If cancellation does not work and you get charged again, this section explains your right to a refund and how to pursue it under Malaysian law.

Request a refund from Lose It directly

Your first step is to ask Lose It for a refund. Contact them via the support centre and explain that you cancelled your subscription but were charged again.

1. Open the Lose It Support Centre (loseit.zendesk.com/hc/en-us)
2. Click the message icon to start a live chat or submit a help request
3. Explain the situation clearly: "I cancelled my subscription on [date], but I was charged on [date]. Please refund this charge and confirm that my subscription will not renew."
4. Attach a screenshot of your cancellation confirmation or the unwanted charge
5. Include your transaction ID or order number from your receipt
6. Request a refund within 7 days and ask for written confirmation

Many support teams approve refunds for duplicate charges or billing errors within 3 to 5 business days. If Lose It approves the refund, the money typically appears back in your account within 5 to 10 business days, depending on your bank.

Dispute the charge with your bank or payment provider

If Lose It refuses to refund you, or does not respond within 14 days, you have the right to dispute the charge with your bank or payment provider. This is called a chargeback or transaction reversal, and Malaysian banks support it under consumer protection law.

1. Contact your bank or credit card company and ask about their dispute process
2. Explain that you cancelled the subscription but were still charged
3. Provide evidence: screenshots of your cancellation, the charge, and any support responses (or lack thereof)
4. File a formal dispute claim (your bank will provide a form or online tool)
5. If you paid via Apple or Google, you can also file a dispute directly through their support platforms

Most banks reverse the charge within 3 to 7 business days once you file a dispute, provided you have evidence. Tocancel recommends always saving proof of cancellation, because this documentation is the key to winning a dispute.

Escalate to the malaysian consumer regulator if needed

If you have tried Lose It customer support, your bank, and Tocancel's guidance, and you still cannot get your money back, you have a final escalation option: the Ministry of Domestic Trade and Consumer Affairs (MDTCA).

1. Collect all evidence: cancellation screenshots, charge receipts, support emails, and bank statements
2. Write a formal complaint email to mdtca.gov.my or visit their office at Kementerian Perdagangan Dalam Negeri dan Hal Ehwal Pengguna, 62988 Putrajaya
3. Explain that Lose It charged you repeatedly despite your cancellation request, in breach of the Consumer Protection Act 1999
4. Request the MDTCA to investigate and order a refund
5. Attach all evidence and keep a copy for yourself

The MDTCA takes consumer complaints seriously and has the power to penalise companies that breach the law. This step typically takes 2 to 8 weeks, but it carries real authority. Tocancel has seen this escalation motivate companies to settle quickly.

Common mistakes people make when cancelling Lose It

Cancelling a subscription sounds simple, but small mistakes cost money. This section covers the traps that catch Malaysian users most often.

Mistake 1: deleting the app instead of cancelling the subscription

The most expensive mistake is thinking that uninstalling Lose It stops the billing. It does not. Your subscription lives in your Apple ID, Google Account, or Lose It account-not on your phone. You must cancel in the platform where you paid, not just delete the app.

Solution: Always cancel through the payment channel first, then delete the app days later as cleanup. Tocancel recommends waiting at least 24 hours after cancellation confirmation before deleting, to make sure the cancellation took effect.

Mistake 2: cancelling too close to your billing date

If your billing date is tomorrow and you cancel today, you might still get charged if the system processes the renewal before your cancellation request. The safest window is at least 3 to 5 days before renewal.

Solution: Check your exact next billing date and cancel at least 5 days early. Set a calendar reminder on your phone for 7 days before renewal as a backup. This gives you a safety margin if there are delays in the cancellation system.

Mistake 3: not saving proof of cancellation

Without a screenshot or email confirmation, you have no way to prove you cancelled if a dispute arises. Many users trust their memory or the app interface, only to lose a dispute because they cannot provide evidence.

Solution: Before you cancel, open a notes app or email draft. After you complete cancellation, screenshot the confirmation page showing your subscription is now inactive. Save the screenshot to your phone's photo library or email it to yourself immediately. Keep it for at least 12 months. Tocancel recommends saving both the cancellation confirmation and a screenshot of your account page taken 24 hours later, showing the status as "Free" or "Inactive".

Mistake 4: not checking your bank statement after cancellation

Some users cancel but never verify that the charge actually stopped. They only discover the problem months later when they review statements. By then, multiple unwanted charges have accumulated and the dispute window has closed.

Solution: After you cancel, set a phone reminder for 5 days before your old billing date. On that day, check your bank statement and your Lose It account status. If you see an unexpected charge, contact your bank immediately-do not wait. Malaysian banking law gives you 120 days to dispute a transaction, but the sooner you act, the easier the resolution.

Mistake 5: cancelling through support chat but not requesting written confirmation

If you ask support to cancel your subscription via chat, the conversation may disappear or be archived in a way you cannot access later. Without a confirmation email, you have no proof that you asked to cancel if a dispute arises.

Solution: Always ask support to send you a confirmation email after they process the cancellation. Say: "Thank you for cancelling my subscription. Can you please send me an email confirmation with today's date and reference number so I have proof?" Most teams will comply. If they refuse, escalate the request or cancel through your account settings directly instead.

How to decide whether to keep or cancel Lose It

This section helps you weigh the pros and cons so you can make a confident decision about whether Lose It is worth keeping.

If you are unsure, try downgrading to the free version for one month. Use it honestly and see whether the free features are enough for your goals. If you never miss Premium, cancel the subscription. Tocancel believes you should only pay for an app you use weekly or more often.

Checklist: before you cancel Lose It

Use this checklist to make sure you have done everything right before pressing cancel.

• I have noted my exact next billing date
• I know whether I subscribed via Apple, Google Play, or the Lose It website
• I have taken a screenshot of my current subscription page
• I have saved or exported any meal logs or progress data I want to keep
• I have taken a screenshot or saved the confirmation after cancellation
• I have set a calendar reminder for 5 days before my old billing date to check if the charge stopped
• I have printed or saved the cancellation reference number, if provided
• I have confirmed that my account now shows "Free" or "Inactive" status 24 hours later

Contact details and where to escalate if Lose It refuses to cooperate

If Lose It does not cancel your subscription or refuses to refund an unwanted charge, use these details to escalate your complaint.

Lose It support and mailing address

Lose It is based in the United States and does not maintain a Malaysia office or local phone line. All support requests go through their online help centre.

Lose It support: loseit.zendesk.com/hc/en-us (live chat and help articles)

Lose It mailing address: Lose It, 101 Tremont Street, Floor 9, Boston, MA 02108, United States

If you need to send a formal written complaint or legal notice, send it via registered mail to the Boston address above. Keep a copy and a receipt from the post office as proof of delivery.

Malaysian consumer protection authorities

If Lose It does not respond or refuses to comply with your cancellation or refund request, escalate to the Malaysian authorities below.

Ministry of Domestic Trade and Consumer Affairs (MDTCA):

Kementerian Perdagangan Dalam Negeri dan Hal Ehwal Pengguna, 62988 Putrajaya, Malaysia

Email: [email protected]

Phone: +60 3 8000 8000

Website: mdtca.gov.my

The MDTCA investigates breaches of the Consumer Protection Act 1999 and can order companies to refund consumers and pay penalties. A formal complaint to the MDTCA carries legal weight and often pushes companies to resolve disputes quickly.

Chargeback and dispute support from your bank

If Lose It will not refund you, contact your bank to dispute the charge.

• Apple Pay disputes: Contact Apple Support at support.apple.com or use reportaproblem.apple.com
• Google Play disputes: Open Google Play, go to Help Centre, and file a dispute on the transaction
• Credit or debit card disputes: Call your bank's customer service number (on the back of your card)
• PayPal disputes: Log in to your PayPal account and use Resolution Centre

Summary: your rights and next steps

Cancelling Lose It in Malaysia is straightforward once you understand your rights and the mechanics of subscription billing. You have the legal right to cancel any recurring subscription under the Consumer Protection Act 1999. You also have the right to a refund if you were charged after cancellation or if the service failed to deliver what was promised. Tocancel exists to help you exercise these rights and get your money back if things go wrong.

Start by identifying where you paid for Lose It (Apple, Google, or the website), then follow the step-by-step cancellation instructions for that platform. Save proof of cancellation, monitor your bank statement for 5 days, and escalate to your bank or the MDTCA if unwanted charges continue. Never assume deletion of the app equals cancellation-always cancel through the payment platform itself.

If you encounter resistance, remember that Tocancel has helped thousands of consumers cancel unwanted subscriptions and recover refunds from companies that did not cooperate. Document everything, stay calm, and escalate methodically from Lose It support to your bank to the Malaysian consumer regulator if needed. Your rights are strong, and the law is on your side.

Take action today. Visit Tocancel to explore more guides on cancelling digital subscriptions and protecting your money. Tocancel is your advocate when companies make cancellation hard.