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Cancellation Knowbe4: Simple Process
What is Knowbe4
Knowbe4 in plain terms
Knowbe4 is a subscription-based security awareness platform used by organisations to train staff on phishing, social engineering, and day-to-day cyber risk. The service is sold online and through business agreements, and the official subscriber terms for online buyers sit on Knowbe4’s legal page "online subscribers" (knowbe4.com).
If you are trying to cancel, you are probably already annoyed because the route is not a simple one-click consumer flow. For online subscribers, Knowbe4 says paid subscriptions can be cancelled by contacting support within 14 calendar days after purchase, and after that you must follow the "Going our separate ways" part of its subscriber terms (knowbe4.com).
What customers are actually paying for
The paid offering is built around security tools and training rather than a basic single app. Published plan examples include Defend at $4.00 (RM19)* monthly, Prevent Enterprise at $6.25 (RM30)* monthly, and PhishER Plus at $1.15 (RM5)* monthly, with pricing based on seat count and term length (knowbe4.com).
Features in those plans include phishing detection, warning banners, sender analysis, misdirected email prevention, BCC protection, and automated message prioritisation. In simple terms, many buyers are paying for ongoing employee testing and email risk controls, so before cancelling, make sure your organisation has exported anything it still needs.
How the service looks from Malaysia
For Malaysia, the practical issue is not local language or local checkout, but support timing. Research tied to user feedback shows some users struggle to reach support during local off-hours because of time-zone differences, so sending your cancellation email well before your billing deadline is the senang move.
Knowbe4 does not publish a dedicated Malaysia cancellation address in the verified sources. The main support route available in the verified material is the support portal and the support email [email protected], with no live chat listed and no published support hours in the source material (support.knowbe4.com).
How to cancel Knowbe4 without getting charged again
Checks to do before you send anything
Many Knowbe4 users worry about two things at the same time: getting billed again and losing access too early. Before you cancel, take a screenshot of your current plan, note your renewal date, save your invoice or card charge, and export any reports or settings your team may need later.
The most important deadline in the verified terms is the auto-renewal notice period. Paid subscriptions auto-renew unless you opt out at least 14 calendar days before the renewal date, so if renewal is on 30 August, your opt-out should reach Knowbe4 by 16 August at the latest (knowbe4.com).
- Screenshot the account, plan name, and renewal date.
- Save the latest invoice or bank transaction.
- Export reports, policy records, and training logs if your team needs them.
- Use the same email address tied to the subscription when contacting support.
Direct cancellation through the web and support portal
The verified sources do not show a public one-click path such as Settings > Subscription > Cancel. What they do show is this: to cancel a paid subscription, contact Knowbe4 support at [email protected] within 14 calendar days after purchase, and after that use the process described in the subscriber terms under "Going our separate ways" (knowbe4.com).
The practical path is to open the support resource here: Knowbe4 subscription and account help. Then send a clear written request to [email protected] with your account name, billing email, purchase date, renewal date, and a direct line saying you want cancellation with auto-renewal stopped.
- Open the support article and confirm the support route.
- Email [email protected] from the billing email.
- Use a subject like: Cancel subscription and stop auto-renewal.
- Ask for written confirmation with the effective cancellation date.
Email, phone, and registered letter options
Email is the strongest routine option because it creates a written record with a date stamp. If your renewal is close, send the email and keep the sent copy, then follow up through the support portal the same day so you have two time-stamped records.
The verified support phone number is 855-566-9234, but support hours are not specified in the available sources (support.knowbe4.com). For Malaysian users, that missing hours detail matters because a call made late at night local time may not help before your deadline.
If you need harder proof, you can also send a registered letter, especially when there is a billing dispute. Some users now use digital registered delivery tools such as Postclic for certified sending proof, receipt proof, and opening proof, which can be easier than lining up at the post office.
- Email: [email protected]
- Phone: 855-566-9234
- Support portal article: official FAQ page
- Registered letter: optional proof route
What about App Store or Google Play
The research data includes App Store and Google Play as possible cancellation channels, but no verified Knowbe4 source explains a native mobile subscription flow there. If your company somehow subscribed through App Store or Google Play, cancel from that store’s subscription manager before the next billing date, because store billing usually overrides direct account assumptions.
This is a common trap with SaaS services. If the charge appears as Apple or Google on the statement, cancel inside that billing ecosystem and keep the store cancellation receipt as proof.
After you cancel, here is what usually happens
Access and renewal timing
The verified sources do not clearly state whether access ends immediately or continues until the end of the paid cycle. What is clear is that paid subscriptions auto-renew unless you opt out at least 14 calendar days before renewal, so if you miss that date, another cycle may start (knowbe4.com).
Because the post-cancellation access timeline is not spelled out in the public source, ask support to state the exact final access date in writing. A short sentence such as "Please confirm access remains until 30 September 2026" avoids later arguments.
Your data after the account ends
Knowbe4 does not clearly publish a public data retention period for cancelled subscriptions in the verified materials. That means you should treat cancellation as the last safe moment to export training logs, phishing campaign results, policy records, and any admin settings your team may need.
If your organisation needs evidence for compliance or internal audit, do the export before the cancellation effective date, not after. Once access closes, support may not restore historical records quickly, and that delay can become a headache lah.
Knowbe4 refund rules and how Malaysians should ask for money back
The refund rule stated by Knowbe4
If you cancel within 14 calendar days after purchase, refunds are available under Knowbe4’s online subscriber policy (knowbe4.com). After that 14-day window, the public source sends users to the "Going our separate ways" section of the terms, and the verified material does not promise a pro-rated refund for an unused period.
That means the best refund odds are in the first 14 calendar days. For unused time later in the cycle or a billing error, the verified sources do not spell out a public guaranteed result, so your request must be specific and backed with invoice dates and screenshots.
How to make a refund request that has a real chance
Send the refund request to [email protected] and include five hard facts: purchase date, amount charged, last four digits of the card if safe to share, account identifier, and the reason for refund. If you are inside the 14-day period, say that clearly in the first line because this is the strongest point in the public policy (knowbe4.com).
Ask for two written confirmations: one for cancellation and one for refund handling. If there was a billing mistake, attach the bank statement line and the earlier cancellation message, because support teams move faster when the paper trail is complete.
- State the purchase date and exact charge amount.
- Quote the 14 calendar day refund window if it applies.
- Attach screenshots of the plan and cancellation message.
- Ask when the refund will appear on your card statement.
Withdrawal right and chargeback in Malaysia
Malaysia’s consumer framework is mainly under the Consumer Protection Act 1999, but the often-mentioned 10 working day cooling-off period is generally tied to direct sales contracts, not every online SaaS subscription. For Knowbe4, the safer practical rule is the company’s own 14 calendar day cancellation and refund window for online subscribers, because that is the published term you can point to (knowbe4.com).
If Knowbe4 bills you after a valid cancellation or refuses to handle a clear unauthorised recurring charge, you can ask your issuing bank for a chargeback. In Malaysia, banks usually frame this as disputing an unauthorised or recurring card transaction, and the window is commonly around 60 to 120 days under bank and card-network rules within Bank Negara Malaysia’s consumer protection framework.
Knowbe4 terms that affect cancellation, renewal, and account closure
The clause that matters most
The key public clause is simple: paid subscriptions auto-renew unless you opt out at least 14 calendar days before the renewal date (knowbe4.com). This is the sentence that creates most accidental renewals, especially when an admin assumes a last-week email will still be enough.
The same source also states that cancellation with refund is available within 14 calendar days after purchase. Those are two separate 14-day rules, and mixing them up is a classic mistake: one is after purchase, the other is before renewal.
What the public terms do not clearly answer
The verified public material does not clearly specify commitment duration, free trial conversion terms, data retention after cancellation, applicable law, or dispute resolution for every buyer scenario. If your organisation signed a separate order form or enterprise agreement, those details may sit there instead of the public page.
For that reason, ask support one direct question before you close the account: "Please confirm whether any minimum term or early termination charge applies to our subscription." No cancellation fee was found in the public terms, but early termination details are not clearly published in the verified material.
Knowbe4 plans and pricing for Malaysian buyers
Current published plan examples
Plan | Price (USD / MYR) | Billing period | Main use |
|---|---|---|---|
Defend | $4.00 (RM19)* | Monthly | Phishing detection |
Prevent Enterprise | $6.25 (RM30)* | Monthly | Email mistake prevention |
PhishER Plus | $1.15 (RM5)* | Monthly | Message triage |
Prices are approximate, converted from USD at the rate 1 USD ≈ 4.72 MYR. Actual local pricing may differ by seat count, contract term, and quote structure. Check the official website for exact current pricing.
Which plan is cheapest and which costs most
Among the published examples, PhishER Plus is the cheapest at $1.15 (RM5)* monthly, while Prevent Enterprise is the highest at $6.25 (RM30)* monthly. Defend sits in the middle at $4.00 (RM19)* monthly, but these numbers are only starting points because Knowbe4 prices by seats and requirements (knowbe4.com).
If your team only needs message triage, a broader stack may be overkill. If you are cancelling because cost climbed with seat growth, calculate the real monthly spend across all users before renewal, not just the advertised per-seat headline.
Billing notes that matter before renewal
The verified notes say pricing can vary by subscription term, which usually means quotes may differ between monthly and longer commitments. There is no published cancellation fee found in the public terms, but missing clarity on commitment duration means enterprise buyers should inspect their order documents before assuming a clean month-to-month exit.
If your bill increased after adding seats or modules, ask support for a seat breakdown before renewal. That one email can tell you whether you are paying for active users only or carrying old allocations you no longer need.
Your rights in Malaysia when a software subscription goes wrong
The Malaysia rules that matter here
For Malaysian consumers, the main law is the Consumer Protection Act 1999. In plain language, it supports fair dealing in consumer transactions, and if a seller charges you unfairly, ignores a valid complaint, or makes cancellation unreasonably messy, you can escalate the matter through KPDN and the Tribunal for Consumer Claims Malaysia, known as TTPM.
The often-cited 10 working day cooling-off period in Malaysia is usually linked to direct sales arrangements. For a digital subscription like Knowbe4, the stronger practical document is the service’s own public promise of cancellation and refund within 14 calendar days after purchase for online subscribers (knowbe4.com).
How to complain if support ignores you
If Knowbe4 does not respond, gather your documents and make the complaint factual. Include the purchase date, cancellation date, amount charged, screenshots, the support email thread, and the exact remedy you want, such as refund of a duplicate renewal or confirmation that auto-renewal has been stopped.
Start with KPDN for consumer complaint guidance, then consider TTPM if you have a monetary claim and direct contact with the company has failed. This route is especially useful when the issue is a continued charge after a timely cancellation request.
- Prepare invoice, bank statement, and screenshots.
- Show the 14-day Knowbe4 policy if relevant.
- State your requested outcome in one sentence.
- Keep a timeline with dates and times.
Useful Malaysia contacts
For local escalation, refer to the Ministry of Domestic Trade and Cost of Living, KPDN, and the Tribunal for Consumer Claims Malaysia, TTPM. Use official government channels to confirm current filing steps, as those channels are the ones recognised for consumer complaints in Malaysia.
If your issue is a card dispute rather than a service quality complaint, your bank is the faster first stop. In Malaysia, disputed recurring card transactions usually run through your issuing bank’s chargeback or card dispute process within Bank Negara Malaysia’s complaint-handling framework.
What customers are saying about support and cancellation friction
Overall verdict from the available reviews
Based on the provided review set, the sentiment is clearly negative: 0 positive and 5 negative out of 5 unique reviews. These reviews focus more on customer experience and training quality than on the cancellation button itself, but the pattern still matters because poor support experience often turns a simple cancellation into a slow back-and-forth.
For Malaysian users, one extra issue shows up in the research: support can be harder to reach during local off-hours due to time-zone differences. So, cancellation is not impossible, but it can feel difficult if you wait until the last minute.
Recurring themes and source summary
Theme | Frequency | Typical example |
|---|---|---|
Customer service | 2 reviews | Support seen as poor |
False positives | 1 review | User flagged unfairly |
Content quality | 1 review | Videos called artificial |
Cultural concerns | 1 review | Stereotyping complaint |
Source | Rating | Number of reviews |
|---|---|---|
TrustPilot | 1/5 trend | 5 reviews |
Individual review snapshots
Only negative reviews were provided in the source pack, so that should be said honestly. A balanced reading is this: Knowbe4 is well known in the security awareness market, but the reviews supplied here point to frustration with support, training realism, and user handling rather than praise for smooth account management.
- "KnowBe4 constantly flags users who have not fallen for phishing attacks. They are lazy, worthless leeches who provide no value for the nonsense they require." (TrustPilot)
- "My employer uses them to test us on Phishing Attempts and I wish they used a different security platform. Not only are the tests painfully obvious..." (TrustPilot)
- "I ended up having to email my security team and manager both times to let them know so that there was no trail of my false positives and that I was not at risk of disciplinary action!" (TrustPilot)
- "Absolute AI slop. Every video is fake to the point of being insulting. You can't even focus on the content because you're distracted by how repetitive, stilted, and artificial the 'actors' and scenarios are." (TrustPilot)
- "What a shame in 2026 to see (season 2 episode 9 of the inside man, the mandatory training video) the 'big boss' character portrayed (cultural dress, smoking shisha and some of the language used) very old-fashioned stereotyping." (TrustPilot)
Documents to collect before and after you close the account
Before you cancel
Do not start with the email alone. Save a screenshot of the current subscription page, the plan name, the renewal date, and the admin account that controls billing, because these four items are usually what support needs to identify the account quickly.
- Plan screenshot
- Renewal date screenshot
- Latest invoice PDF
- Admin email address
For a refund or billing dispute
If you are asking for money back, support will move faster if the evidence is complete from day one. Keep the transaction ID, charge date, amount in RM, card statement line, and any earlier cancellation message that proves timing.
- Transaction or invoice number
- Charge date and amount
- Bank or card statement image
- Cancellation email copy
After cancellation is confirmed
Once support replies, save the confirmation email and take a screenshot of it. Then set a calendar reminder for the next billing date plus 7 days so you remember to verify that no fresh charge appears.
Common mistakes that lead to extra charges or delays
Missing the 14-day renewal notice window
This is the biggest trap. Knowbe4 says paid subscriptions auto-renew unless you opt out at least 14 calendar days before renewal, so a cancellation email sent 5 days before the date may simply be too late for that cycle (knowbe4.com).
Solution: send your request at least 20 calendar days before renewal and ask for written confirmation. That buffer helps if support replies slowly because of time-zone gaps.
Confusing the 14-day refund window with the renewal deadline
There are two separate 14-day rules in the public material. One is the refund and cancellation right within 14 calendar days after purchase, and the other is the opt-out requirement at least 14 calendar days before renewal (knowbe4.com).
Solution: write both dates down separately. One protects your refund chance after buying, and the other protects you from the next auto-renewal charge.
Using the wrong channel and getting no proof
Some users only call, then later have nothing to show if billing continues. Since support hours are not specified publicly and there is no live chat in the verified source, phone-only cancellation is weak evidence if the issue later reaches your bank or TTPM.
Solution: always send an email to [email protected] and keep the sent copy. If the amount is large, add a registered letter for stronger proof.
Waiting too long to export data
The verified sources do not clearly explain post-cancellation data retention. Teams often remember this only after access changes, then scramble for old reports needed by management or audit.
Solution: export all required logs and reports before the cancellation effective date. Treat the current login as your last guaranteed access.
Assuming a partial refund will be automatic
The public source confirms refunds within 14 calendar days after purchase, but it does not clearly promise pro-rated refunds for unused time later in the term (knowbe4.com). If you cancel halfway through a paid period, a refund is not something you should assume.
Solution: ask directly in writing and be realistic. If the issue is a wrongful recurring charge after timely cancellation, that is a stronger refund case than simply changing your mind late in the cycle.
Quick comparison of cancellation methods for Knowbe4
Side-by-side method table
Method | Notice period | Fee | Difficulty |
|---|---|---|---|
Web/account | Before next billing | No fee found | Easy |
App Store (iOS) | Before next billing | No fee found | Medium |
Google Play (Android) | Before next billing | No fee found | Medium |
Registered mail | 5-10 business days | No fee found | Higher, best proof |
Key takeaway for choosing your route
If your renewal is still far away, email plus support portal is the most practical route because it is fast and leaves a record. If your deadline is close or the amount is high, add a second proof layer such as registered delivery so there is less room for argument later.
What to do right after cancellation goes through
Immediate checks and statement monitoring
Once you receive confirmation, save it, screenshot it, and note the effective end date. Then monitor your bank or card statement through the next billing cycle and for at least one extra month, because recurring billing errors sometimes appear after the expected cut-off.
If an unauthorised recurring charge appears, ask your bank for a chargeback or card transaction dispute. In Malaysia, the common timeline is around 60 to 120 days from the transaction date or discovery of the issue, depending on bank and card-network rules.
If you still need a similar service
If you are cancelling because of support or content frustration rather than the category itself, there are alternatives. PhishSpark offers simulation-focused tools and starts free for up to 500 targets, PhishSkill offers monthly billing with no annual contract and a 30-day trial, and CybSafe is priced from $1/user/month (about RM5/user/month)*.
For larger budgets, Proofpoint Security Awareness Training is listed at $6/user/year (about RM28/user/year)* in bundled form, while Hoxhunt starts around $10,000/year (about RM47,200/year)*. These figures are useful when judging whether your current Knowbe4 renewal still makes sense.
Useful links
- Knowbe4 official website
- Knowbe4 online subscriber terms
- Knowbe4 subscription and account FAQ
- KPDN official website
No public cancellation address was found for Knowbe4
What that means in practice
No verified physical cancellation address was found in the source material provided for Knowbe4. In practical terms, the documented cancellation route is online and by email through support, with phone as an additional contact method and registered mail as an optional proof method.
If you need to send a formal notice, ask support to confirm the correct postal recipient details before mailing anything. That reduces the risk of sending a letter to the wrong office and missing your 14-day pre-renewal notice window.
The short version for Malaysian users
If you want the cleanest exit, send the cancellation email early, ideally 20 days before renewal, and keep every record. If support ignores you and a charge still lands, escalate quickly to your bank for a dispute and to KPDN or TTPM for the consumer side of the problem.
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FAQ
Before canceling, take a screenshot of your current plan, note your renewal date, save your invoice, and export any necessary reports. This will help you avoid billing issues.
To cancel, contact Knowbe4 support at [email protected] within 14 days of purchase, or follow the subscriber terms for cancellations after that period.
Yes, you must opt out at least 14 calendar days before your renewal date to avoid auto-renewal charges.
You can send a registered letter to Knowbe4 as proof of cancellation, in addition to emailing [email protected] for written records.
After cancellation, you will lose access to your account and data, so ensure you export any important information before proceeding with the cancellation.