Cancel Identity Guard: Step-by-Step Guide

How to cancel Identity Guard and protect your refund in singapore

Why you might cancel Identity Guard and what the service does

Identity Guard is a subscription-based identity protection service run by Aura that monitors your personal data for signs of fraud and theft. You receive real-time alerts if suspicious activity appears on your credit accounts, bank accounts, social media, or investment portfolios through an online dashboard and mobile app.

Your subscription renews automatically each month or year unless you actively cancel. If you are here because you want to stop paying, question whether the service delivers value, or prefer to manage identity protection differently, Tocancel is here to walk you through the exact cancellation steps without delays or hidden traps.

What Identity Guard offers

The service operates three individual tiers: Individual Value (basic identity checks), Individual Total (with credit and bank monitoring), and Individual Ultra (full suite including social media and investment monitoring). Family plans are available at higher costs. All tiers include identity theft insurance coverage and access to a dedicated support team during business hours.

Why singaporean consumers cancel

People cancel for many reasons: switching to a competitor like Norton LifeLock or Equifax, unexpected budget constraints, unmet expectations about features, or moving to workplace-provided security schemes. Others cancel after resolving a specific fraud incident and concluding the ongoing cost is no longer justified. Whatever your reason, Tocancel recommends you cancel promptly once you have decided, to avoid paying for another renewal cycle.

Your consumer rights under singapore law

Singapore's Consumer Protection (Fair Trading) Act protects you when cancelling subscription services, and these protections apply directly to Identity Guard.

Your cancellation rights and what they guarantee

Under the Fair Trading Act, you have the right to cancel any subscription service at any time without penalty. When you cancel Identity Guard, your service remains active until the end of your current billing period, and the company cannot charge you for the next renewal. This means you retain full access until your paid time expires, and cancellation is free. Your legal position is clear: the company must honour your cancellation request within a reasonable timeframe, typically within 5 to 10 business days.

The 60-day money-back guarantee and refund eligibility

Identity Guard offers a 60-day money-back guarantee on annual plans. This is a contractual promise that creates a legal obligation: if you cancel within 60 days of purchase and request a refund in writing, the company must return your money. Monthly plans do not include refunds for unused time under Identity Guard's published policy, but you may qualify for a refund if the service breaches its terms or if you can demonstrate unfair contract terms under the Fair Trading Act. Tocancel advises you to request any refund by email or registered mail, and escalate to the Consumers Association of Singapore if Identity Guard refuses without a valid reason.

How to cancel Identity Guard step by step

You have three cancellation methods: through the online dashboard, via the mobile app, or by phone with customer support. Tocancel recommends starting with the dashboard method because it provides instant confirmation and stops auto-renewal immediately.

Cancel using the Identity Guard website dashboard

1. Log into your Identity Guard account at the official website using your email and password.
2. Navigate to your account settings, usually represented by a gear icon or "Account" menu in the top-right corner.
3. Select "Membership," "Billing," or "Subscription" from the menu options.
4. Locate and click the button labelled "Cancel Plan," "Cancel Subscription," or "Cancel Membership."
   • A confirmation screen will appear asking you to confirm your cancellation request.
   • Read any final warnings or offers to pause your membership instead of cancelling.
   • Select "Confirm Cancellation" or the equivalent button to finalize.
5. Screenshot or save the confirmation screen or email receipt for your records.
6. Check your email inbox for a cancellation confirmation message from Identity Guard within 24 hours.

If you do not receive an email confirmation, log back into your account and verify that the cancellation status shows as "Cancelled" or "Pending Cancellation." This dashboard method is the fastest way to stop auto-renewal and creates an instant digital record.

Cancel via the Identity Guard mobile app

1. Open the Identity Guard mobile app on your smartphone or tablet.
2. Tap the menu icon (three horizontal lines) or "Settings" at the bottom of the home screen.
3. Select "Account," "Membership," or "Billing" from the available options.
4. Tap "Manage Subscription" or "View Subscription Details."
   • You will see your current plan name and renewal date.
   • Tap "Cancel Subscription" or "Cancel Plan."
5. Confirm your cancellation when the app asks you to verify your choice.
6. Take a screenshot of the final confirmation screen for your records.

The app method works identically to the website and provides the same legal record of cancellation.

Cancel by phone with Identity Guard customer support

1. Locate the customer support phone number on your invoice, the Identity Guard website, or your account dashboard.
2. Call during the advertised business hours and select the option for account or billing matters.
3. Tell the representative you want to cancel your membership and provide your account email address.
4. Listen carefully as the representative may offer a discount, pause option, or plan downgrade to retain your business.
   • You are not obligated to accept any offer.
   • Politely but firmly state you want to cancel completely.
5. Request a cancellation confirmation number and ask when the cancellation takes effect.
6. Ask the representative to email you a written cancellation confirmation at the email address on your account.
7. End the call only after you have received written confirmation or a reference number.

The phone method is slower than the dashboard but useful if you encounter technical problems or want to discuss a refund eligibility question directly.

Refund eligibility and how to request your money back

Your refund rights depend on which plan you hold and how long you have been a subscriber.

When you qualify for a refund

If you purchased an annual plan, you are eligible for a full refund if you request it within 60 days of the purchase date. This 60-day window is a contractual guarantee from Identity Guard, and Tocancel strongly advises you to act within this timeframe. For monthly plans, Identity Guard does not offer refunds for unused time, but you may be eligible if the service failed to deliver its core promises, such as failing to detect a fraud incident you later discovered, or if the company breaches its service agreement.

How to request your refund

1. Prepare a written refund request that includes your account email address, the date you purchased the plan, and the amount paid.
2. If you are requesting a refund due to non-performance (e.g., fraud was not detected), briefly explain the issue and when you discovered it.
3. Send your request by email to the Identity Guard support team or to the legal department address listed below.
4. Request a confirmation email acknowledging receipt of your refund request and an estimated timeline for processing.
5. Keep a copy of your email and any response for your records.
6. Allow 10 to 15 business days for the refund to process. If no refund appears after 15 business days, follow up with a second email marked "Follow-up: Refund Request."
7. If Identity Guard refuses your refund without valid reason or does not respond within 21 days, escalate to the Consumers Association of Singapore or the Monetary Authority of Singapore.

Written communication creates a legal trail and shows you have made a good-faith effort to resolve the matter before escalation.

Identity Guard pricing and plan comparison in singapore

Understanding what you are paying for helps you decide whether cancellation is the right choice.

Prices fluctuate based on promotions and your region, so log into your account to see your exact charges. If your monthly cost is higher than listed, Identity Guard may have upgraded you to a premium tier or applied a promotional rate that has expired.

What happens after you cancel Identity Guard

Understanding the post-cancellation timeline helps you manage your security transition smoothly.

Your access after cancellation

Once you cancel, your Identity Guard account remains active until the end of your current billing period. For example, if you cancel on the 15th of a month and you are on a monthly plan, you keep full access until the end of that month. If you are on an annual plan, you keep access until the 12-month anniversary of your purchase. After the billing period ends, Identity Guard will disable your account, and you will lose access to the dashboard, mobile app, and alerts.

Next steps to protect your identity

After your access expires, you should take these steps to maintain your identity security. Obtain a free credit report from the three credit bureaus in Singapore (Equifax, Experian, and TransUnion) to verify no unauthorized accounts have been opened. Set up free alerts directly with your bank and credit card companies so you receive notifications of suspicious activity. Consider enabling two-factor authentication (2FA) on all personal accounts, including email, banking, and social media. You may also subscribe to an alternative identity protection service or rely on your bank's built-in fraud monitoring, depending on your risk profile and budget.

Common mistakes when cancelling Identity Guard

Cancelling a subscription can feel stressful, especially if you are worried about data or refunds. Here are the pitfalls to avoid.

Mistake 1: cancelling without confirming your refund eligibility first

Many people cancel and only later realize they qualified for a refund. If you are within 60 days of an annual purchase, send your refund request before or immediately after cancelling. Do not wait - the 60-day window closes whether you cancel or not. Tocancel advises you to save your purchase invoice and check the exact purchase date before you cancel.

Mistake 2: relying on a phone or email confirmation without following up

A customer service representative's verbal promise to cancel is not a legal record. Always cancel via the dashboard or app so you receive an instant, timestamped confirmation, or follow up a phone cancellation with a written email to the support team requesting written confirmation. This protects you if the company later claims you never cancelled and bills you again.

Mistake 3: not checking your account status after cancellation

Log back into your Identity Guard account a few days after cancelling and verify that your subscription status shows "Cancelled," "Inactive," or "Pending Cancellation." If the status still shows "Active" or the original plan name, contact support immediately because the cancellation may not have been processed correctly.

Mistake 4: forgetting to check for final charges on your bank statement

After your access expires, verify your bank or credit card statement to confirm that Identity Guard has not charged you again. If an unexpected charge appears after your cancellation date, contact your bank or card issuer immediately and dispute the charge as unauthorized. Tocancel recommends you keep your cancellation confirmation email for at least 12 months so you can reference it during a dispute.

How to escalate if Identity Guard refuses to cancel or refund

If Identity Guard ignores your cancellation request or wrongfully refuses a refund, you have legal remedies.

Step 1: document and send a formal written demand

Send a registered email or formal letter to Identity Guard's legal department (address provided below) explaining the problem, the date you requested cancellation or a refund, and the outcome you expect (cancellation or refund). Include copies of all supporting evidence: cancellation confirmation screens, emails, transaction records, and dates. Set a deadline of 14 days for the company to respond. This formal demand shows you have tried to resolve the matter directly before escalating.

Step 2: file a complaint with the consumers association of singapore

If Identity Guard does not respond within 14 days or refuses your claim, file a complaint with the Consumers Association of Singapore (CASE). CASE is the official consumer dispute resolution body in Singapore and can mediate between you and the company at no cost to you. Visit the CASE website, complete the complaint form, and attach your supporting documents. CASE will contact Identity Guard on your behalf and work toward a resolution.

Step 3: escalate to the monetary authority of singapore (MAS) if payment fraud is involved

If Identity Guard has charged your credit card or bank account after your cancellation date, or if you dispute unauthorized charges, report the incident to the Monetary Authority of Singapore (MAS). Most banks can reverse disputed charges within 30 days if you report them promptly. Tocancel advises you to dispute the charge through your bank immediately, as this creates an official record and forces Identity Guard to respond to the bank's enquiry.

Cancellation checklist and final steps

Use this checklist to ensure you have cancelled Identity Guard correctly and protected your refund.

Contact Identity Guard legal department for cancellation notices

If you need to send Identity Guard a formal cancellation notice, a refund demand, or an escalation letter, use one of the addresses below. Cancellation notices, including non-routine legal notices, should be sent to Aura Sub, LLC (Identity Guard's parent company) at the Herndon address marked to the attention of the Legal Department. For general correspondence such as refunds and membership matters, you may also use the Chantilly P.O. Box.

Legal Department (cancellation notices and formal demands):
Aura Sub, LLC
Legal Department
Herndon, Virginia, United States

General correspondence and refund requests:
Aura Sub, LLC
P.O. Box [Chantilly]
Chantilly, Virginia, United States

Always send formal notices by registered email or registered mail so you receive proof of delivery. Keep a copy of every communication for your records.

Why tocancel is here to help you cancel with confidence

Cancelling a subscription should not feel like a battle. You have clear legal rights under Singapore's Consumer Protection (Fair Trading) Act, and companies like Identity Guard are legally obligated to honour your cancellation and refund requests. Tocancel exists to empower you with the exact steps, timelines, and escalation paths so you can reclaim control of your wallet and your data. Whether you cancel via the dashboard in five minutes or escalate through CASE if the company refuses, Tocancel has helped thousands of consumers cancel subscriptions and recover refunds they deserve. Your decision to cancel is valid, your rights are real, and Tocancel is here to back you up every step of the way. Take action today, verify your cancellation, and move forward with confidence.