Cancel a subscription or check a charge
Do you see Kanzaroo or InternetQ on your mobile phone bill? We show you which service is behind it, cancel the subscription and look into charges you don’t recognise. All you need is your mobile number.
- Cancel any time, no notice period
- Always confirmed with your network operator
- Cancel yourself in a few minutes
Service name, e.g. “Games World Plus”The service you used €4.99
Simplified example. Layout and wording differ between network operators.
Why do I see Kanzaroo or InternetQ on my mobile phone bill?
Digital services such as games, apps, streaming or downloads can be paid for directly via your mobile phone bill, without a bank account or credit card. This payment method is called Direct Carrier Billing, or “paying via your phone bill”. Three parties are involved.
Kanzaroo, the brand of InternetQ GmbH, is one of them: the payment service provider. That is why our name appears on your bill, even if you used the service with a different company.
The service provider
The digital service comes from its provider. The provider advertised the service and delivers it. Questions about content, access or your account are answered by this provider.
Kanzaroo / InternetQ
We process the payment technically and bill it through your network operator. We can tell you which service a charge belongs to, when it was confirmed and how to end it.
Your network operator
Telekom, Vodafone or o2 charge the amount on your mobile phone bill. The network operator checked the provider and the service beforehand, and the purchase was confirmed on its page.
Kanzaroo is not the product and not the provider you bought the service from. We process the payment and help you clarify the charge.
Four steps to clear it up
An unfamiliar charge does not automatically mean something is wrong. Often there is a service behind it whose name you don’t immediately notice on the bill. Following these steps gets you an answer fastest.
Identify the service
On my.kanzaroo.com you can see with your mobile number which service is being billed, since when and at what price.
Contact the provider
Questions about the product itself, such as content, access or your account, are resolved fastest by the service provider.
Cancel the subscription
On my.kanzaroo.com, by email to us, or by STOP text if you received a text message with a STOP instruction.
Have the payment checked
We check charges you did not initiate against the transaction data and refund them.
View and cancel your subscriptions yourself
On my.kanzaroo.com you can see which subscriptions and payments are active on your mobile number. Your login details are sent by text message from the sender “Kanzaroo”. Your username is your phone number. It works instantly, with no need to wait for an email reply.
Only someone with access to the number can see the data. Bank or card details are not shown. If no text message arrives or you no longer have the number, please write to us.
Enter your mobile number
Enter the number the subscription is billed to and request your login details.
Log in with the details from the text
You receive your username and password by text message.
View and end subscriptions
All subscriptions and payments on your number, to end them or export as a list.
What you see for each subscription
- Provider
- which company provides the service
- Start date
- when the subscription was activated
- Price
- amount per billing
- Interval
- how often you are billed
- Status
- active or ended
- Reference
- the subscription number for enquiries
How to cancel your subscription
You can cancel at any time, with no notice period. The fastest way is to do it yourself on my.kanzaroo.com: the subscription ends immediately and you don’t have to wait for a reply.
Online, yourself fastest
Log in on my.kanzaroo.com and end the subscription directly. Done instantly.
Go to my.kanzaroo.comBy email
Send us your mobile number and, if known, the name of the service. You will receive a cancellation confirmation. Processing by email can take up to 10 days.
Email help@kanzaroo.comBy STOP text
If you received a text message about the subscription with a STOP instruction, simply reply STOP to that short code.
After cancelling, one more entry may still appear on your next bill. This is due to the time lag between cancellation, the end of the billing period and the issuing of the bill. If the charge continues beyond that, please contact us with your cancellation confirmation.
Confirmation always happens with your network operator, not with us
To confirm, you are redirected from the provider’s page to a page of your network operator. Only there is the purchase triggered. InternetQ cannot initiate a charge without the network operator.
On mobile data
Your network operator recognises your number automatically. You confirm on its page with one click, without entering a number or code.
On Wi-Fi
Your number is not recognised automatically. You enter it and confirm with a code sent to you by text message.
This is why a charge can appear on your bill without you remembering it straight away: it is made via your device on your operator’s network, for example by a click in an advert or in an app, or by another person who used the device. You receive a confirmation text message for every subscription.
Every provider and every service is checked in advance
A service cannot simply be billed via the mobile phone bill. Telekom, Vodafone and o2 first check the provider and the service and approve each one individually.
The provider is checked
Commercial register entry, address and responsible persons are verified before a contract is concluded.
The service is checked
Offer, price, term, cancellation method and legal notice must meet the network operator’s requirements.
Ongoing monitoring
Each network operator approves individually and keeps monitoring. If issues arise, a service can be switched off.
Double confirmation
The purchase is confirmed twice: on the product page and on your network operator’s page.
No bank or card details
Only your mobile number is used for the payment. No account details are transmitted.
Refunds
We check charges you did not initiate and refund them via the same mobile phone bill.
The questions we hear most often
Can’t find your question? Write to help@kanzaroo.com.
Why is Kanzaroo or InternetQ on my mobile phone bill when I don’t know this company?
Kanzaroo is the brand of InternetQ GmbH and acts as a payment service provider. We bill payments for digital services via the mobile phone bill, which is why our name appears on your bill as the billing party. The service you used comes from another provider. You can find out which one on my.kanzaroo.com or by asking us.
What is paying via your phone bill (Direct Carrier Billing)?
With Direct Carrier Billing you pay for digital services such as games, apps or streaming directly via your mobile phone bill, without a bank account or credit card. The parties involved are the service provider, a payment service provider such as Kanzaroo, and your network operator, on whose page every purchase is confirmed.
I never signed up for a subscription. Is this a scam?
An unfamiliar charge does not automatically mean a scam. Every charge requires a confirmation on a page of your network operator, by one click on mobile data or with a code sent by text message on Wi-Fi. This can also have happened through a click in an advert or app, or by another person who used your device. If you cannot place a charge, we check it against the transaction data and refund it if you did not initiate it.
When and how was the subscription started?
For every charge we hold the service, the activation date, the price, the billing interval and the network operator through which it was confirmed. You can see these details yourself on my.kanzaroo.com, or send us your mobile number.
Can I check myself which subscriptions are active on my mobile number?
Yes. On my.kanzaroo.com you enter your mobile number and receive your username and password by text message from Kanzaroo. After logging in you see all subscriptions and payments on that number with provider, start date, price, interval and status, and you can end them there.
How do I cancel the subscription?
Yourself on my.kanzaroo.com, by email to help@kanzaroo.com with your mobile number and, if known, the name of the service, or by replying STOP to the short code if you received a text message with a STOP instruction. You can cancel at any time, with no notice period. The fastest way is my.kanzaroo.com, where the subscription ends immediately. We answer email requests within up to 10 days.
I cancelled, but I still see a charge on my next bill. Is the cancellation effective?
Yes. There is a time lag between cancellation, the end of the last billing period and the entry appearing on your mobile phone bill, so an entry can still show up even though the subscription has ended. If the charge continues beyond that, contact help@kanzaroo.com with your cancellation confirmation.
Will I get my money back?
We check charges you did not initiate and refund them. Write to help@kanzaroo.com with your mobile number and the name of the service. The refund is made via the same mobile phone bill.
Is paying via the mobile phone bill safe?
Confirmation always takes place on a page of your network operator, not on the provider’s page. Provider and service are checked and approved in advance by Telekom, Vodafone or o2. No bank or card details are transmitted, only your mobile number.