Cancel Infotracer: The Right Way

How to cancel Infotracer in malaysia: your step-by-step rights and refund guide

What Infotracer is and why malaysians sign up

Infotracer is a subscription-based people-search and public-records platform that gives you access to background-style search results covering individuals, businesses, properties, and contact details. The service operates entirely online, with no verified Malaysia office or local support centre-meaning all customer support runs through a US-based team via email, phone, or the member help page.

Many Malaysian users subscribe to run specific searches: name lookups, reverse phone checks, address verification, or background information tied to public records. The subscription model means you pay recurring monthly or annual charges for ongoing access to these lookup tools. However, once you have completed the searches you need, continuing to pay becomes unnecessary-and that is where cancellation comes in.

How the service works in malaysia

When you sign up, you create an account through the Infotracer website and receive access to their searchable database. Billing happens automatically on a recurring cycle (monthly or annual, depending on your plan). Charges appear on your card statement from a US merchant, often in USD, because Infotracer is US-based and does not operate a local Malaysia payment processing desk.

The key issue for Malaysian users is that cancellation is not always obvious. You must log into your member account, navigate to your subscription settings, and actively stop the renewal-the service will not cancel itself, and the company will keep charging you until you take action.

Common reasons malaysians want to cancel

You may want to cancel because you have completed your searches and no longer need ongoing access. Perhaps you signed up for a one-time lookup, ran it, and now face an unwanted renewal. Or you may have found a free local alternative, such as myKYC, Malaysia's first all-in-one platform for business and personal information searches, which offers unlimited free searches with no registration required.

Whatever your reason, you have the right to cancel your subscription at any time-and Tocancel is here to walk you through every step so you avoid surprise charges and reclaim control of your billing.

Your consumer rights and malaysia's legal protection

As a Malaysian consumer, you are protected under the Consumer Protection Act 1999 (CPA 1999), which gives you enforceable rights over subscription cancellations and billing disputes.

What the law guarantees you

Under CPA 1999, you have the right to cancel a subscription service without penalty, provided you give reasonable notice before the next billing date. The definition of "reasonable" is typically 14 days, though for digital services it can be shorter if clearly stated in the terms. Your legal position is this: if Infotracer continues to charge you after you have submitted a valid cancellation request, that is unlawful billing under CPA 1999, and you can dispute the charge through your bank and escalate to the Ministry of Domestic Trade and Consumer Affairs (KPDNKX).

You also have the right to request a refund if you cancelled within the cooling-off period (usually 14 days from purchase for digital services, though Infotracer may not advertise this clearly). If the company refuses and your cancellation request was valid, the KPDNKX is your enforcement body-they can investigate and compel the company to refund you.

How to escalate if cancellation fails

If you submit a cancellation request and Infotracer continues to charge you, take these steps:

• Save all evidence: your cancellation request, email confirmations, card statements showing unwanted charges, and any support responses.
• Contact your bank or card issuer and dispute the charge as an unauthorised recurring payment.
• File a complaint with the Ministry of Domestic Trade and Consumer Affairs (KPDNKX) at www.kpdnkx.gov.my or call 1800-886-800. They will investigate and may force Infotracer to refund you.
• Keep records of all communications for at least 12 months.

Knowing your rights under CPA 1999 and the KPDNKX enforcement mechanism gives you real power-companies take these escalations seriously because they face penalties.

Pricing and billing structure

Understanding what you are actually paying for helps you decide whether cancellation makes sense for your budget.

Because Infotracer is US-based, charges appear in USD and convert to MYR on your card statement (typically 1 USD = 4.5-4.7 MYR depending on your bank's exchange rate). This means your actual MYR cost may be 5-10% higher than the advertised USD price due to currency conversion fees. Save your original subscription page and card statement showing the exact amount charged-this proof becomes vital if you later dispute a billing error through your bank or the KPDNKX.

When you should cancel Infotracer

Cancellation makes sense in several clear scenarios.

Signs it is time to cancel

You should cancel if you have completed your searches and no longer need regular access. You should also cancel if you find a cheaper or free alternative-myKYC is free and operates locally in Malaysia, making it a viable replacement for many users. Cancel immediately if you discover unauthorized charges on your statement or if you signed up for a free trial and realised you do not need the paid service.

Additionally, if customer support is unresponsive or if Infotracer refuses to honour your cancellation request, cancellation becomes both necessary and a precursor to escalation with KPDNKX. Tocancel recommends cancelling now and disputing any future charges through your bank to protect yourself legally.

Reasons to keep your subscription

Keep your subscription if you conduct regular searches as part of your work (e.g., due diligence, background checks, property research). Keep it if the cost is justifiable against the time it saves you compared to free alternatives. Keep it only if you actively use it-passive subscriptions you "might need someday" rarely justify their ongoing cost.

How to cancel Infotracer: step-by-step instructions

Tocancel has mapped the exact cancellation process so you can act today with confidence and avoid future charges.

Before you cancel: preparation checklist

Take these steps first to protect yourself and gather evidence:

1. Log into your Infotracer account and note your renewal date, plan name, and last amount charged.
   • Open your account settings and take a screenshot of your membership page, billing history, and current plan details.
   • Save these files to a dedicated folder on your computer or phone.
2. Check your card statement and note the exact charge amount and date.
   • If charges appear in USD, note the conversion rate shown by your bank.
   • Save or print your statement as proof.
3. Export or screenshot any search results or data you may need after cancellation, as access may stop immediately or at the end of your billing cycle.
   • Do this before you submit your cancellation request.
4. Note the current date and time-you will use this to prove you cancelled before the renewal date if a dispute arises later.

Method 1: cancel through your web account (fastest)

The web account is the primary cancellation method because Infotracer is entirely online. Follow these steps:

1. Go to the Infotracer member login page and enter your email and password.
   • If you have forgotten your password, click "Forgot Password" and reset it via email.
2. Once logged in, look for an Account, Membership, Subscription, or Billing section.
   • The typical navigation path is: Account > Membership or Account > Billing > Manage Subscription.
   • On some versions of the site, it may appear as "My Plan" or "Subscription Settings."
3. Click the option to "Cancel Subscription," "Downgrade Plan," or "Manage Plan."
   • You may see a prompt asking why you are cancelling-this is optional, but provide brief feedback if you wish (e.g., "No longer needed" or "Found free alternative").
   • Do not agree to anything that offers to "pause" the subscription instead; explicitly choose cancel.
4. Confirm the cancellation by clicking the final confirmation button.
   • The system will show you a confirmation message or send a confirmation email to your registered address.
   • Save this confirmation email immediately-it is your proof of cancellation.
5. Check your email within 5 minutes and save the confirmation message to your cancellation folder.

Method 2: cancel by email (if web cancellation fails)

If you cannot find a cancel button on the website, email the support team directly:

1. Compose an email to [email protected] with the subject line "Cancellation request" or "Cancel my subscription."
   • Include your full name, email address, account username, and the exact date you want the cancellation to take effect (e.g., "I request cancellation effective [today's date]").
   • State: "I request immediate cancellation of my Infotracer subscription. Please confirm cancellation in writing and confirm that no further charges will be processed."
   • Keep the email brief and professional.
2. Send the email and note the date and time you sent it.
3. Allow 3-5 business days for a response.
4. If you do not receive a confirmation email within 5 days, send a follow-up email and copy any evidence into it.
5. Save all email correspondence in your cancellation folder.

Method 3: cancel by phone (if email is slow)

You can also call the US support line directly:

1. Call +1 (800) 791-1427 during US business hours.
   • If you are calling from Malaysia, you will need an international calling plan or a VoIP service (e.g., Skype, WhatsApp calling).
   • Note the time zone difference: US Eastern Time is 12-13 hours behind Malaysian Time (GMT+8), so call during early morning Malaysia time for evening US availability.
2. Tell the representative clearly: "I want to cancel my subscription effective today."
   • Provide your account email and username when asked.
   • Do not accept offers to "pause" or "downgrade"-be firm and say "cancel."
3. Ask the representative to send you a cancellation confirmation email.
   • Say: "Please email me confirmation that my subscription has been cancelled and no further charges will be processed."
4. Note the representative's name, the time of the call, and the date on your phone or in writing immediately after.
5. Wait for the confirmation email and save it.

Tocancel recommends the email method if you are in Malaysia because it creates a written record automatically, which is stronger evidence than a phone call if you later need to dispute a charge.

What happens after you cancel

Understanding what comes next helps you avoid confusion and spot billing errors early.

Access and billing after cancellation

Once you cancel, one of two scenarios typically occurs:

• Immediate access termination: Your account may be disabled right away, and you lose access to all search tools. You may still see your account login but cannot run new searches.
• Access until billing cycle end: You may retain access until the end of your current billing period (e.g., if you paid for a month, you keep access for the remaining days). After that date, access stops and no further charges occur.

Infotracer does not always clarify this in their cancellation confirmation, so check your confirmation email carefully. If it says "access continues until [date]," mark that date in your calendar and verify no charge appears after that day. If the confirmation says access stops immediately, verify you can no longer log in and run searches-this confirms the cancellation worked.

What to do if charges continue after cancellation

If Infotracer charges you again after your cancellation confirmation, take action immediately:

1. Contact your bank or card issuer and report the charge as unauthorised.
   • Provide them with your cancellation confirmation email as proof you requested cancellation.
   • Ask them to dispute the charge and reverse the transaction.
2. Email Infotracer support again with the subject "Unauthorized charge after cancellation" and attach your original cancellation confirmation.
   • Request an immediate refund and documentation showing the cancellation was processed.
   • Set a deadline: "I expect a response and resolution within 7 days."
3. If the company does not respond within 7 days, file a formal complaint with the Ministry of Domestic Trade and Consumer Affairs (KPDNKX).
   • Visit www.kpdnkx.gov.my or call 1800-886-800 to lodge a complaint.
   • Provide your cancellation confirmation, card statement showing the unauthorized charge, and all email correspondence.

Your bank will often reverse the charge within 5-10 business days, and KPDNKX can compel Infotracer to refund you if the company refuses. This is why saving your cancellation confirmation is absolutely critical.

Refunds and cooling-off rights

Malaysia's Consumer Protection Act 1999 provides cooling-off rights for digital services purchased online.

Are you eligible for a refund?

Under CPA 1999, you can request a full refund if you cancel within 14 days of purchase, provided you are cancelling a new subscription and not a renewal charge. This is your "cooling-off period"-a legal window during which you can change your mind about the purchase with no penalty.

However, Infotracer may not advertise this right clearly, and the company may resist refund requests. Your position is clear: if you are within 14 days of your original purchase and you request cancellation plus a refund, the law is on your side. If Infotracer refuses, you can escalate to KPDNKX and they will enforce the refund.

How to request a refund

If you are within 14 days of your original payment date, email [email protected] with this message:

"I purchased my subscription on [date] and request cancellation under the Consumer Protection Act 1999 cooling-off period. Please process an immediate full refund to my original payment method. I will provide any documentation you require to verify this request."

Keep the message professional and reference the law explicitly-companies take CPA 1999 seriously because KPDNKX enforces it. If the company refuses, escalate immediately to KPDNKX with your evidence. Tocancel has helped thousands of consumers win refunds by citing CPA 1999 in their initial request, which signals they know their rights.

Refund timeline and payment method

If Infotracer approves a refund, they typically process it within 5-10 business days back to your original payment method (your card or bank account). You should see the credit on your statement within 10-14 business days from when they process it. If the refund does not appear after 14 days, contact your bank to confirm they have received it.

Common mistakes when cancelling Infotracer

Many users inadvertently make cancellation harder than it needs to be-here is how to avoid those pitfalls.

Mistake 1: confusing "pause" with "cancel"

Infotracer may offer to pause your subscription for a month or two instead of cancelling. This is a trap. A paused subscription will resume and charge you automatically after the pause period ends. If you want to stop paying entirely, you must explicitly cancel, not pause. When you see the option, choose "cancel" or "stop subscription," never "pause."

Mistake 2: not saving your cancellation confirmation

If you cancel by phone or chat and do not receive a written confirmation email, you have no proof. Always demand and save a written confirmation. If the company only offers a chat transcript, take a screenshot and download it immediately. This proof is your only defense if charges continue and you need to dispute them with your bank or KPDNKX.

Mistake 3: cancelling but not checking your first post-cancellation statement

Mark your renewal date in your calendar. On that date and the following week, check your card statement for any new charge from Infotracer. If a charge appears, your cancellation did not work-act immediately by contacting your bank and escalating to support. The first 24 hours after an unexpected charge are critical because your bank can reverse it faster if you dispute it right away.

Mistake 4: cancelling but leaving the account logged in on shared devices

If you share a computer or phone with others, log out of Infotracer after cancelling and clear your browser cache. This prevents someone from accidentally reactivating your subscription by clicking "renew" or "resubscribe" on an old cached page.

Mistake 5: not escalating to KPDNKX soon enough

If you cancel, document the cancellation, and the company still charges you, do not wait more than 30 days to escalate to KPDNKX. The longer you wait, the harder it becomes to prove your case. File your complaint within 14 days of the unwanted charge so KPDNKX can act while evidence is fresh and your bank's dispute window is still open.

Cancellation checklist

Use this checklist to ensure you have completed every step correctly and have all the evidence you need.

Mark each box as you complete it. Once the final row is ticked and no charge has appeared, your cancellation is successful.

Where to get help if cancellation goes wrong

If Infotracer does not honour your cancellation or continues to charge you, you have three escalation paths.

Step 1: contact Infotracer directly again

Email [email protected] with a subject line that includes your account email and the phrase "Cancellation not honoured-urgent refund required." Be specific: cite your cancellation confirmation, the unwanted charge, and the date. Set a 7-day deadline for a response. Keep the tone professional but firm-never emotional or aggressive.

Step 2: dispute through your bank

Contact your bank's fraud or dispute team. Provide your cancellation confirmation, card statement, and all email correspondence. Ask them to dispute the charge as unauthorised and reverse it. Your bank will typically resolve this within 5-10 business days and will often side with you because you have written proof of cancellation.

Step 3: escalate to KPDNKX (Ministry of domestic trade and consumer affairs)

If Infotracer refuses to refund and your bank's dispute is pending, file a formal complaint with KPDNKX:

• Visit www.kpdnkx.gov.my or call 1800-886-800.
• Provide your full details, account information, cancellation proof, unwanted charge documentation, and all support correspondence.
• Explain the issue in plain language: "I cancelled my subscription, but the company continued to charge me, breaching the Consumer Protection Act 1999."
• KPDNKX will investigate and can compel Infotracer to refund you. This is enforceable by law in Malaysia.

Is Infotracer worth keeping? a quick comparison

Before you cancel, consider whether there is a better alternative that saves you money while meeting your needs.

For most Malaysian users, myKYC is a free, local alternative that eliminates the need for Infotracer. This makes cancellation an obvious financial win. If you use Infotracer specifically for business due diligence, you may justify keeping it-but evaluate myKYC first because it is free and Malaysia-based.

Summary: take control of your subscription today

Cancelling Infotracer is straightforward when you follow the right process. You have the legal right under Malaysia's Consumer Protection Act 1999 to cancel your subscription without penalty, and you can request a refund within 14 days of purchase if you change your mind. Tocancel recommends acting today: log into your account, submit a cancellation request through the web portal or email, save your confirmation, and monitor your card statement for the next 14 days to ensure no unauthorized charges appear.

If Infotracer continues to charge you after cancellation, you have recourse. Contact your bank to dispute the charge, email the company again citing CPA 1999, and escalate to the Ministry of Domestic Trade and Consumer Affairs (KPDNKX) if needed-they will enforce your refund. You are not powerless; the law backs you, and KPDNKX will side with you if you have evidence.

Tocancel has helped thousands of consumers cancel unwanted subscriptions, protect their billing rights, and recover unauthorized charges. Use this guide, follow the checklist, save your evidence, and act with confidence. Your money is yours to keep-do not let a forgotten subscription drain your account.

Infotracer cancellation contact information

Email: [email protected]

Phone (US-based): +1 (800) 791-1427

Member support portal: https://members.infotracer.com/customer/help

For Malaysia consumer complaints: Ministry of Domestic Trade and Consumer Affairs (KPDNKX) - www.kpdnkx.gov.my or 1800-886-800

Tocancel is your trusted resource for cancelling subscriptions, understanding your rights, and protecting your money. Start your cancellation today.