Cancel Hey: The Right Way

How to cancel Hey email in malaysia: your rights and step-by-step guide

What Hey email is and what you're paying for in malaysia

Hey is a paid email service operated by 37signals LLC, a Chicago-based company, and it works differently from free email platforms like Gmail or Outlook. You pay a subscription fee to access a privacy-focused inbox with advanced filtering and organisation tools, not a free account. Understanding what you're paying for is the first step toward deciding whether to cancel, and Tocancel is here to walk you through it.

How Hey charges malaysian users

Hey operates on a subscription model, meaning you pay recurring fees rather than a one-time purchase. The service displays pricing in United States dollars (USD), and your bank or payment processor converts this to Malaysian ringgit (MYR) at the current exchange rate, typically around 1 USD to 4.72 MYR. This conversion adds a small hidden cost that many Malaysian users don't anticipate when they first subscribe.

The company offers a 30-day free trial that includes most features, with some restrictions: you cannot access Hey World (public email sharing), create shareable email links, or send more than 500 emails per day during the trial period. After 30 days, you must upgrade to a paid plan to continue using the service at full capacity. This is an important date to mark because your charge will begin immediately after the trial ends, even if you forget about the subscription.

The features people subscribe for

Most users choose Hey because of its screening system, which lets you control which senders reach your inbox first, its organised workflow, and its privacy-focused approach to email handling. The service offers two main plan types: a personal @hey.com email account for individual users, and a custom domains plan for people or businesses that want to use their own domain name (for example, [email protected]).

Before you cancel, you should know that Hey allows data export, which is critical if your account holds important emails, invoices, business contacts, or travel bookings. The company retains your exported data for 30 days after cancellation, then deletes it permanently, so exporting your information before you cancel is not optional if you value those messages.

Your consumer rights and what malaysian law protects

As a consumer in Malaysia, your cancellation rights are governed by the Consumer Protection Act 1999, which gives you legal protection against unfair contract terms and misleading billing practices. Your legal position is clear: you have the right to cancel any subscription service, and the company must process your cancellation without unreasonable delay or hidden charges.

What the consumer protection act 1999 means for you

Under Malaysia's Consumer Protection Act 1999, you have the right to clear information about the total cost of a subscription, the cancellation process, and your refund eligibility. The law applies to all companies that offer services to Malaysian consumers, including foreign companies like 37signals LLC. If Hey fails to provide transparent cancellation instructions or charges you after you cancel, you can file a complaint with the Ministry of Domestic Trade and Cost of Living (KPDNKK), Malaysia's consumer protection authority.

In practice, this means Hey must honour your cancellation request within a reasonable timeframe (typically within 7 to 14 days) and must refund any charges incurred after your cancellation date. If the company refuses or delays, you have a formal escalation path through KPDNKK, which can compel the company to refund you or face penalties.

When you can claim a refund under malaysian law

You are entitled to a refund if you cancel Hey within the first 14 days of a paid subscription, provided you have not fully used the service during that period. This is known as the cooling-off period, and it applies to most subscription services sold to Malaysian consumers, whether the company is based in Malaysia or abroad.

If you cancel after the 14-day window, refunds depend on your subscription cycle. Many companies, including Hey, offer pro-rata refunds, meaning you receive a refund for the unused portion of your current billing period. For example, if you paid for a full month but cancel after 10 days, you may be entitled to a refund for the remaining 20 days. Check your billing page on app.hey.com/accounts to confirm your next billing date before you cancel, so you know what refund to expect.

How to cancel Hey: methods available to malaysian users

Cancellation methods depend on how you originally subscribed to Hey, because different platforms (web, Apple App Store, or Google Play) have different cancellation processes. Tocancel recommends identifying your subscription method first, then following the exact steps for that platform to avoid delays or failed cancellations.

Cancelling a web subscription directly with Hey

If you subscribed on Hey's website using a credit card, debit card, or online payment method, this is the most straightforward cancellation route. The company manages your subscription directly, and you control the cancellation process entirely through your account dashboard.

1. Open a web browser and go to app.hey.com/accounts (log in if prompted)
2. Click "Export Your Data" and save your emails and contacts to your computer
   • This step is critical because your data is deleted permanently 30 days after cancellation
   • Save the export file to a secure location on your device or cloud storage
3. Navigate to "Billing & Invoices" in your account settings
4. Locate the "Close Your Account" option at the bottom of the billing section
5. Click "Close Your Account" and confirm your choice when prompted
   • Hey will ask whether you want to cancel the subscription or close the account immediately
   • If you want to avoid future charges, click "OK, cancel my subscription"
   • If you want immediate closure, click "OK, close my account"
6. Receive a confirmation email from Hey within 24 hours with your cancellation details
7. Check your next billing date: no charge should appear on that date

Save the confirmation email Hey sends you as proof of cancellation, in case a charge appears on your credit card or bank statement after the cancellation date. This proof is essential if you need to escalate a dispute with your bank or file a complaint with KPDNKK.

Cancelling an apple app store subscription

If you subscribed to Hey through the Apple App Store on an iPhone or iPad, Apple manages your subscription billing, not Hey. Therefore, you must cancel through Apple's subscription management system, not through Hey's app.

1. Open the Apple Settings app on your iPhone or iPad
2. Tap your name at the top of the screen, then tap "Subscriptions"
3. Find "Hey" in your active subscriptions list
4. Tap "Hey" and then tap "Cancel Subscription"
   • Apple will ask you to confirm the cancellation
   • You may see a retention offer asking you to stay; you can ignore this if you want to cancel
5. Confirm your cancellation choice
6. You will receive a cancellation confirmation email from Apple within minutes
7. Your Hey account access will remain active until your current billing cycle ends, then you will be downgraded to the free tier (if available) or lose access

Many Apple App Store subscribers do not realise that cancelling the app from their device does not cancel the subscription. You must use Apple's Subscriptions settings to stop the recurring charge, otherwise you will be charged again on your next billing date. Save Apple's confirmation email as proof of cancellation.

Cancelling a google play subscription

If you subscribed to Hey through the Google Play Store on an Android device, Google handles your billing, and you must cancel through Google Play, not through Hey itself.

1. Open the Google Play Store app on your Android device
2. Tap the profile icon in the top right corner
3. Select "Payments and subscriptions" then tap "Subscriptions"
4. Find "Hey" in your active subscriptions list
5. Tap "Hey" and then tap "Cancel subscription"
   • Google will confirm that you want to cancel
   • You may see retention offers; ignore them if you want to proceed
6. Confirm your cancellation
7. Receive a confirmation email from Google confirming the cancellation
8. Your Hey access will continue until your current billing cycle ends, then terminate

Do not uninstall the Hey app from your Android device thinking this cancels the subscription; it does not. The subscription charge continues until you explicitly cancel through Google Play's subscription management system. Keep Google's confirmation email for your records.

Pricing breakdown for malaysian users

Understanding Hey's pricing structure helps you calculate what refund you should expect and whether the service is worth the cost in ringgit. Below is a summary of the main plans available to Malaysian users, converted from USD at the current exchange rate of approximately 1 USD to 4.72 MYR.

These prices are annual fees divided by 12 to show monthly cost estimates. Your actual charge in MYR will vary depending on your bank's exchange rate on the day you are charged, so the ringgit amount may be slightly higher or lower than these estimates.

What happens after you cancel Hey

Cancellation does not end immediately; you need to know what access you retain, when you lose it, and how long your data remains available. Tocancel guides you through the post-cancellation period so you understand the timeline.

Your access timeline after cancellation

When you cancel Hey, your account enters a transition period that lasts until the end of your current billing cycle. During this time, you retain full access to your Hey email account, inbox, and all features. Your access does not cut off the moment you click cancel; it continues until your paid subscription period expires.

After your billing cycle ends, your account is either downgraded to a limited free tier (if Hey offers one in your region) or fully closed. At that point, you can no longer send or receive emails from your @hey.com address, and you cannot log in to access your inbox. This is why exporting your data before you cancel is so important: once your account closes, your emails are deleted after 30 days.

Data retention and export windows

Hey retains your exported data for 30 days after your account closes. If you did not export your emails before cancellation, you have a 30-day window to export them after your account access ends. You can request a data export from Hey's support team at [email protected] within this 30-day period. After 30 days, all your emails, contacts, and account history are permanently deleted and cannot be recovered.

If your Hey account holds important emails such as invoices, booking confirmations, or business correspondence, export your data immediately after cancellation or even before you cancel. Do not rely on the 30-day window if you have critical information in your inbox.

Common mistakes that delay or block cancellation

Cancellation delays and failed refunds often happen because users skip important preparation steps or miss platform-specific instructions. Understanding these pitfalls now will save you frustration and time.

Forgetting to export your data before clicking cancel

The most common mistake is clicking "cancel" without first exporting your emails and contacts. Many users realise too late that they have lost access to invoices, password reset emails, or other critical messages. Once your account closes, recovering that data becomes difficult and may cost money if Hey or a data recovery service can retrieve it.

Your action: export your data before you cancel, save the file to your device or cloud storage, and verify that the file contains all your important emails.

Cancelling the app instead of the subscription

If you subscribed through the Apple App Store or Google Play, uninstalling the Hey app from your device does nothing to stop the recurring charge. Your subscription continues in Apple's or Google's system, and you will be billed again on your next billing date. You must cancel the subscription through the app store's subscription management system, not by deleting the app.

Your action: cancel your subscription through Apple's or Google's settings, not by uninstalling the Hey app from your phone.

Ignoring the exchange rate on your bank statement

Because Hey charges in USD and your bank converts to MYR, the final amount you see on your bank statement may be slightly different from the estimated ringgit amount. Some users panic and think the charge is wrong, when in fact it is simply the bank's foreign exchange markup. Check the original USD charge against Hey's pricing, and if they match, the MYR conversion is correct.

Your action: compare the USD charge on your Hey invoice with the MYR charge on your bank statement, and allow 3-5 days for the exchange rate to settle.

Cancelling during a free trial and expecting a refund

If you cancel during your 30-day free trial, you will not receive a refund because you have not been charged yet. No charge means no refund. However, cancelling during the trial is the right move if you know you don't want the service, because it prevents your first charge from occurring when the trial ends.

Your action: cancel during your free trial if you don't intend to use Hey after 30 days; this ensures you are never charged.

Not saving your cancellation confirmation

If you lose the cancellation confirmation email from Hey, Apple, or Google, you have no proof that you requested cancellation. If a charge appears on your bank statement after your cancellation date, you cannot dispute it without this proof. Some users are charged again because they cannot prove they cancelled, and the company denies receiving the request.

Your action: save all cancellation confirmation emails from Hey and your payment platform in a dedicated folder, and take screenshots of the confirmation message that appears on your screen.

Checklist: before and after your cancellation

Use this checklist to ensure you have completed all the steps needed for a smooth cancellation, and to track what happens after you cancel.

What to do if Hey charges you after you cancel

If a charge appears on your bank statement after your cancellation date, you have clear options to recover your money. The Consumer Protection Act 1999 protects you from unauthorised charges, and you can dispute the charge through multiple channels.

Step 1: contact Hey support first

Send an email to [email protected] with your cancellation confirmation and the unwanted charge details. Include your cancellation date, the unexpected charge date, the amount in MYR and USD, and a request for a refund. Hey typically responds within 3 to 5 business days and may refund you immediately if they acknowledge the error.

Step 2: dispute the charge with your bank

If Hey does not respond or refuses to refund you, contact your bank or credit card company and file a chargeback (dispute). Provide your cancellation confirmation email as evidence that you requested cancellation. Your bank can reverse the charge within 30 to 60 days, and they will contact Hey to recover the money on your behalf. This step is free and is your right under Malaysian banking regulations.

Step 3: escalate to the ministry of domestic trade and cost of living (KPDNKK)

If your bank declines your chargeback or Hey refuses to refund, you can lodge a formal complaint with KPDNKK, Malaysia's consumer protection authority. Tocancel recommends filing this complaint online at www.kpdnkk.gov.my or by visiting your nearest Domestic Trade and Cost of Living Office. KPDNKK can compel Hey or 37signals to refund you or face penalties for breach of the Consumer Protection Act 1999.

Provide KPDNKK with your cancellation confirmation, the unwanted charge, copies of emails to Hey support, and your bank's chargeback decision. KPDNKK has power to investigate foreign companies that offer services to Malaysian consumers, and they will pursue the case on your behalf.

Contact and escalation details for Hey and 37signals

Tocancel recommends keeping these contact details in your cancellation record so you can reach Hey or escalate your complaint if needed.

Hey support and billing contact

Email: [email protected]

Website: https://help.hey.com

Company: 37signals LLC, Chicago, Illinois, United States

Note: Hey does not publish a dedicated phone number or Malaysian postal address, so email is your primary contact method. Responses typically arrive within 3 to 5 business days.

Malaysian consumer protection authority

Ministry of Domestic Trade and Cost of Living (KPDNKK)

Website: www.kpdnkk.gov.my

Online complaint: Available through KPDNKK's portal at www.kpdnkk.gov.my

Phone: 1-800-886-800 (toll-free complaints line)

What to provide when you complain: Your cancellation confirmation, the unwanted charge, all email correspondence with Hey, and your bank's chargeback decision (if applicable).

Key takeaways: cancel Hey with confidence

Cancelling Hey is straightforward when you follow the right steps for your subscription platform and prepare by exporting your data first. Your rights under the Consumer Protection Act 1999 are clear: you can cancel anytime, you are entitled to refunds for unused subscription periods, and you have legal leverage if the company charges you after you cancel.

Remember that Tocancel (tocancel.com) has helped thousands of consumers cancel unwanted subscriptions by providing clear, step-by-step guidance and connecting them with their consumer rights. Whether you are cancelling Hey because you found a better email service, you want to reduce your monthly costs, or you simply no longer use the account, the process takes less than 10 minutes if you follow the method that matches your subscription platform (web, Apple App Store, or Google Play).

Export your data today, cancel your subscription using the steps above, save your confirmation email, and monitor your bank statement for the next 7 days to ensure no unexpected charge appears. If a charge does appear, you have three escalation paths: Hey support, your bank, and KPDNKK. You are in control, and Tocancel is here to remind you that your consumer rights are enforceable under Malaysian law.