Cancel Viber: The Right Way to Stop Charges

How to cancel Viber and stop unwanted charges in new zealand

What Viber is and why you might want to cancel

Viber is a messaging and calling application that lets you send text messages, make voice and video calls, and purchase international calling credit through Viber Out. The app works on mobile devices (iOS and Android) and desktop platforms, making it easy to stay connected across multiple devices.

Many New Zealand users download Viber for free messaging, but the app offers paid add-ons like Viber Plus (a subscription for ad-free use and extra features) and Viber Out credit packs for calls to landlines and mobiles outside the Viber network. If you have signed up for one of these paid services and want to stop being charged, Tocancel has created this step-by-step guide to help you cancel quickly and confidently.

Common reasons to cancel Viber subscriptions

You might decide to cancel if you no longer use the app regularly, if the subscription cost does not justify the features you actually use, or if you accidentally purchased a plan you did not intend to activate. Some users also cancel after discovering they can get similar features from other messaging apps at no cost, or because they prefer competing services with better local integration.

Whatever your reason, cancelling should take only a few minutes once you know where to look. At Tocancel, we help thousands of New Zealand consumers navigate subscription cancellations, and Viber is one of the most straightforward apps to exit without complications.

The critical difference between deleting the app and cancelling your subscription

A mistake many users make is deleting the Viber app and assuming their subscription will stop. It will not. Deleting the app only removes it from your device; your subscription continues to renew automatically and you will keep being charged. To genuinely cancel, you must stop the subscription through the app itself, your device settings, or the app store where you originally purchased the plan.

Think of it this way: the app is the front door to your phone, but your subscription lives in the payment system behind it. Closing the door does not turn off the lights inside.

Your consumer rights when cancelling Viber

Under New Zealand's Consumer Guarantees Act 1993, you have legal protections when you purchase digital services like Viber Plus or Viber Out credit.

What the consumer guarantees act means for you

The Consumer Guarantees Act protects you by requiring that any service you purchase must be of acceptable quality, fit for purpose, and delivered within a reasonable timeframe. If Viber fails to provide these guarantees, or if you cancel within 14 days of purchase and the service has not been fully delivered, you may be entitled to a refund.

Your legal position is straightforward: you have the right to cancel a paid subscription, and you should not face unreasonable barriers when doing so. The Commerce Commission enforces the Consumer Guarantees Act in New Zealand and can take action against businesses that mislead consumers about cancellation processes or charge without clear consent.

If Viber refuses to cancel your subscription or process a refund you believe you are entitled to, you can lodge a complaint with the Commerce Commission or seek advice from a consumer advocacy service. Tocancel can guide you through the escalation process if you encounter resistance.

Billing disputes and refund entitlements

If you have been charged for Viber Plus or Viber Out without your explicit consent, or if you cancelled but continued to be charged, you have grounds to request a refund. Document the dates of the charges and any cancellation attempts you made; this evidence will be crucial if you need to escalate the dispute.

Contact Viber support with your evidence first. If they refuse to refund, you can then escalate to the payment method holder (your bank, Apple, or Google) and ask them to reverse the charges based on unauthorised or unwanted billing.

How to cancel Viber subscriptions purchased through apple app store

If you bought your Viber Plus subscription or other paid plan through Apple on an iPhone or iPad, you must cancel it in your Apple ID settings, not inside the Viber app itself.

1. Open the Settings app on your iPhone or iPad.
2. Tap your name at the top of the screen.
3. Select Subscriptions.
4. Find and tap the Viber subscription you want to cancel (for example, "Viber Plus").
5. Tap Cancel Subscription at the bottom of the screen.
   • Apple will ask you to confirm your choice and may offer a discount or retention offer; you can decline these and proceed to cancellation.
6. Choose a reason for cancellation (optional) and confirm your choice.
7. You will see a confirmation message on screen. Take a screenshot for your records and save the email confirmation Apple sends to your account email address.

Important: Your Viber Plus will continue to work until the end of your current billing period. You will not be charged after that date, and the app will revert to free features when the subscription expires.

Warning: Simply removing the Viber app from your iPhone does not cancel the subscription. Apple will keep charging you unless you follow the steps above.

What to do if you cannot find your subscription in apple ID settings

If you do not see a Viber subscription in your Apple ID settings, it is possible the plan expired on its own, was never activated, or is registered under a different Apple ID. Check your email for any receipt from Apple confirming the purchase.

If you find a receipt but no active subscription, the plan may have already been cancelled. If you find a receipt but still cannot locate the subscription in settings, contact Apple Support directly through the Apple ID support page with your receipt as proof of purchase. You can also reach out to Viber support via their in-app help form with the receipt; they can confirm whether the subscription is active on your Viber account.

How to cancel Viber subscriptions purchased through google play

If you bought your Viber subscription on an Android device, you must cancel it through Google Play Store, not inside Viber.

1. Open the Google Play Store app on your Android phone or tablet.
2. Tap your profile icon in the top right corner.
3. Select Manage subscriptions (or Payments and subscriptions, depending on your device).
   • If you see both options, Manage subscriptions is usually the faster route.
4. Find Viber in the list of active subscriptions and tap it.
5. Tap Cancel subscription at the bottom of the screen.
6. Choose a reason for cancellation (optional) and confirm your choice.
7. You will see a confirmation message. Take a screenshot and check your email for a confirmation from Google.

Important: Your Viber Plus will continue to work until the end of your current billing period. You will not be charged after that date.

Pro tip: If Google Play asks you to provide feedback before cancelling, you can skip this step and proceed directly to cancellation. Your feedback is not required.

What to do if you cannot locate your subscription on google play

If you do not see Viber listed under your active subscriptions, check your email for a Google Play receipt confirming the purchase. The subscription may have already been cancelled, or it may be linked to a different Google account.

If you have multiple Google accounts on your Android device, switch to each account and check its subscription list. If you find a receipt but cannot locate an active subscription, the plan has likely already expired or been cancelled. If you find a receipt and confirm the subscription is still active but you cannot cancel it through Google Play, contact Google Play support directly and provide your receipt.

How to cancel Viber subscriptions purchased directly through Viber

Some users purchase Viber Out credit or other paid features directly through the Viber app rather than through an app store. If this applies to you, you can manage or cancel these purchases in your Viber account settings.

1. Open the Viber app on your device.
2. Tap the three-line menu icon (hamburger menu) in the bottom right corner.
   • On some devices, this may be in the top right corner instead.
3. Select Settings or Account settings.
4. Look for Subscriptions, Billing, or Payment methods.
5. Find the active subscription you want to cancel and tap it.
6. Select Cancel subscription or Stop renewing and confirm your choice.
7. Take a screenshot of the confirmation message.

Note: Viber Out credit (calling minutes) does not typically renew automatically; you purchase it as needed. If you have unused credit and want a refund, contact Viber support directly with your account details and explain your situation. Refunds for unused credit are at Viber's discretion, but many requests are granted if the credit is recent and unused.

What to do after you cancel Viber

Cancelling a subscription is just the start. Here is what you should do immediately after to protect yourself and confirm the cancellation has taken effect.

Confirm your cancellation in writing

Take screenshots of the cancellation confirmation message and save the email confirmation from Apple, Google, or Viber. Store these files in a safe place (cloud storage, email folder, or printed copy). These records prove you cancelled on a specific date and will be essential if a dispute arises later.

Check your account settings one week after cancellation to confirm the subscription no longer appears in your active subscriptions list. This double-check ensures the cancellation processed correctly.

Monitor your billing for the next two months

Even though you have cancelled, check your credit card or bank statement for the next 30 to 60 days to ensure no further charges appear. Billing errors do happen, and catching them early makes them easier to dispute.

If you see a charge after your cancellation date, contact your bank immediately and request a chargeback. Explain that you cancelled the subscription and no longer authorised the charge. Your bank can reverse the transaction within a set timeframe (usually 60 to 120 days).

Keep your Viber account or delete it

You can keep your free Viber account active to send and receive messages and calls at no cost. The cancellation only stops paid features; free messaging continues to work. If you want to delete your Viber account entirely, you can do so through Settings > Account > Delete account in the app. This will remove your account from Viber's servers, though the company may retain some data for legal and billing purposes.

Pricing and what you should have been paying

Understanding what you were charged helps you verify that cancellation will stop the right charges. Viber's main paid services are listed below.

If you were being charged for Viber Plus and did not use it, the monthly cost adds up quickly. Even a $5 monthly charge amounts to $60 per year. Tocancel recommends reviewing your last three months of statements to calculate how much you have spent, especially if you cancelled late or forgot you had an active subscription.

Refunds and what you can claim back

You may be entitled to a refund if you cancelled within a certain timeframe or if the service was not delivered as promised.

Refund timeframes and eligibility

Most app store providers offer a refund window of 14 to 48 hours from the time of purchase. If you purchased Viber Plus and realise you did not want it within 48 hours, contact Apple or Google Play immediately and request a refund citing the Consumer Guarantees Act. Be clear that the service was not fit for purpose or that you did not authorise the charge.

If more than 48 hours have passed, your refund eligibility depends on whether Viber Plus was actually delivered and used. If you paid for a month of Viber Plus and cancelled within the first week without using the premium features, you have a reasonable case for a partial refund. Document how many days you used the service and calculate a proportional refund (for example, if you cancelled after 7 days of a 30-day month, you might request a refund for 23 days of unused service).

For Viber Out credit (calling minutes), if the credit is unused and was purchased recently, contact Viber support via their in-app help form and request a refund. Explain that the credit was unused and that you no longer need the service. Many users report success with this approach.

How to request a refund

Contact the payment provider (Apple, Google, or Viber) first, not the other way around. Provide your receipt, the date of purchase, the reason for the refund request, and your calculation of the refund amount you believe is fair. Reference the Consumer Guarantees Act in your message to show you understand your rights.

If the provider refuses within 5 to 10 business days, escalate to your bank or credit card company and request a chargeback. Provide all the same documentation and explain that you did not receive the service or that the service did not meet the Consumer Guarantees Act standard of fitness for purpose.

Common cancellation mistakes and how to avoid them

Cancelling a subscription should be straightforward, but users often make mistakes that delay the process or result in unexpected charges. Here are the pitfalls to avoid.

Mistake 1: assuming the app deletion cancels the subscription

This is the most common error. Deleting Viber from your phone does nothing to your subscription. Your payment method will still be charged on your next billing date. Always cancel through the app store or in-app settings before deleting the app.

Mistake 2: not checking your email for the confirmation

After you cancel, check your email (including spam and promotions folders) for a confirmation message from Apple, Google, or Viber. If you do not receive one within 24 hours, log back into your account and verify the subscription is no longer listed. If the subscription still appears, try cancelling again or contact support.

Mistake 3: cancelling from the wrong app store account

If you have multiple Apple IDs or Google Play accounts on your device, make sure you are signed into the account that made the original purchase. If you cancel from the wrong account, the subscription will continue to charge the original account. Check your email receipt to see which email address was used for the purchase, then sign into that account before cancelling.

Mistake 4: ignoring billing statements after cancellation

Do not assume everything worked out just because you clicked "Cancel subscription". Check your bank or credit card statement for the next 60 days. If a charge appears after your cancellation date, contact your bank immediately. The longer you wait, the harder it becomes to dispute the charge.

Mistake 5: not keeping evidence of cancellation

Screenshots and email confirmations are your proof of cancellation. Without them, you have no evidence if Viber or your bank later claims you never cancelled. Store these files somewhere permanent and accessible, such as a cloud storage service or email folder dedicated to subscription records.

Comparison with similar messaging apps

If you are cancelling Viber because you prefer another service, consider how competitors compare in terms of features and pricing.

If cost is your main reason for cancelling Viber, WhatsApp, Signal, and Facebook Messenger offer free messaging and calling with no paid subscription option. Telegram and Viber both offer optional premium subscriptions, but Telegram's is cheaper and easier to skip.

How to contact Viber support if cancellation fails

If you have followed the steps above and your subscription is still active, or if you believe you were charged incorrectly, contact Viber support directly.

Viber support contact methods

Viber does not appear to provide a local New Zealand postal address for customer support. The company's registered address is in Luxembourg (their headquarters), which means physical mail may take weeks and may not receive a response.

Instead, use these methods:

• Open the Viber app, tap the menu, select Help and support, and submit a support ticket through the in-app form. This is the fastest method.
• Visit Viber's online support page (viber.com/support) and search for your issue or submit a web form.
• If you purchased through Apple App Store or Google Play, contact their support teams first; they can often resolve billing issues directly.

When you contact Viber support, provide your account email, the date of the subscription purchase, the amount charged, and any evidence that you cancelled (screenshots, email confirmations, etc.). Explain clearly that you either cancelled and were still charged, or that you cannot locate the subscription to cancel it. Keep copies of all correspondence for your records.

Escalation to the commerce commission

If Viber support does not respond within 10 business days, or if they refuse to process a cancellation or refund you believe you are entitled to, you can lodge a complaint with the Commerce Commission. The Commission investigates unfair trading practices and can take enforcement action against businesses that mislead consumers or breach the Consumer Guarantees Act.

Visit the Commerce Commission website (comcom.govt.nz), complete their online complaint form, and provide all documentation including purchase receipts, cancellation attempts, and correspondence with Viber. There is no cost to file a complaint, and the Commission will investigate on your behalf.

Checklist: ensure your Viber cancellation is complete

Before you consider your cancellation complete, work through this checklist to confirm everything is in order.

• You have identified which payment method (Apple, Google, or in-app) was used for the original purchase.
• You have logged into the correct account (the one that made the purchase) and cancelled the subscription through that account's settings.
• You have taken a screenshot of the cancellation confirmation message.
• You have received and saved an email confirmation from Apple, Google, or Viber within 24 hours of cancellation.
• You have logged back into your account after one week and confirmed the subscription no longer appears in your active subscriptions.
• You have checked your bank or credit card statement for any charges after the cancellation date.
• You have stored all cancellation evidence (screenshots, emails, receipts) in a safe location such as cloud storage or a dedicated email folder.
• If you were charged after cancellation, you have contacted your bank and requested a chargeback.

Complete every item on this checklist to ensure you have fully cancelled your Viber subscription and protected yourself against unexpected future charges.

Summary and next steps

Cancelling Viber is straightforward once you understand that app store subscriptions must be cancelled through the store itself, not through the app. Whether you purchased through Apple, Google, or directly through Viber, you now know exactly where to go and what steps to follow. Your cancellation will stop charges at the end of your current billing period, and you have the right under the Consumer Guarantees Act to request a refund if the service was not fit for purpose or if you cancel within 14 days of purchase.

Tocancel has helped thousands of New Zealand consumers cancel unwanted subscriptions like Viber, Spotify, Adobe, and many others. If you encounter any resistance from Viber or your payment provider, Tocancel can guide you through the escalation process and help you understand your rights under consumer law. The Commerce Commission is there to back you up if a company refuses to cancel or process a legitimate refund.

Take action today: cancel your subscription through the method that applies to you (Apple, Google, or in-app), take screenshots, monitor your billing for 60 days, and keep your cancellation evidence safe. You are in control, and Viber cannot legally continue charging you once your cancellation has been processed.