CONSUMER SUPPORT
CHECK ITEMS & CANCEL SUBSCRIPTIONS
Kanzaroo or InternetQ on your mobile phone bill? Identify the service and manage or cancel subscriptions directly using your mobile phone number.
Questions about your invoice
Why do I see Kanzaroo or InternetQ on my mobile phone bill?
Digital services such as games, streaming, or magazines can be paid for via your mobile phone bill. Three parties are involved in these payments—each with different roles.
Kanzaroo is neither the product nor the provider of the content. We technically process the payment and assist you in resolving any issues.
Example
Your mobile phone bill
MONTHLY OVERVIEW
Mobile base fee
€29.99
Third-party services
Kanzaroo / InternetQ
€4.99
Technical Payment Processor
Service: Premium Mobile Service
Additional amount with name, service, and amount. The label and display may vary depending on the network operator.
The phone number serves as the payment reference. You can find the service provider in the customer portal.
Who is responsible for which part?
WHAT IS BEING PURCHASED?
Third-party provider
Provides the service – such as streaming, games, magazines, or tickets.
HOW IS THE PAYMENT RECEIVED?
Kanzaroo / InternetQ
Securely forwards billing information to your mobile provider.
HOW DOES BILLING WORK?
Your mobile carrier
Questions about billing
Fast resolution in 4 steps
An unrecognized charge doesn't automatically mean an error. Follow these four steps to identify the service, stop recurring costs, and resolve unauthorized charges.
1
Identify service
On my.kanzaroo.com, you can use your mobile phone number to see which provider and service are behind the charge.
2
Cancel subscription
Cancel your subscription in the portal or send a STOP SMS or email if you no longer wish to use the service.
3
Contact provider
If you have questions regarding content, access, or usage details, please contact the service provider. Their contact information can be found in the portal.
4
Check invoice
If you still cannot identify the charge, our experts will review the transaction for a possible refund.
Your options
Options for canceling your subscription
Cancel anytime without notice. Choose the fastest option for your situation.
CANCELLATION METHOD 01
Recommended · Instant Confirmation
In the customer portal
Log in with your mobile phone number, view current items, and cancel your subscription directly with a single click.
Termination effective immediately, without notice period
Confirmation with the termination date via SMS
Overview of current and past debits
Log in without a password using a free one-time code sent via SMS to your mobile phone number. You will never be asked for bank or credit card details at any time.
CANCELLATION METHOD 02
By texting STOP
Send STOP or STOP ALL to the short code from your confirmation SMS or bill.
CANCELLATION METHOD 03
Via email support
Informal cancellation to help@kanzaroo.com stating your mobile phone number and service. (Processing time: up to 10 business days)
Why a final bill may still follow after cancellation
Telekom, Vodafone, and Telefónica / O2 have their own billing cycles. The subsequent bill only includes periods that have already passed.
01 · CANCELLATION
Cancellation & Immediate Stop
From the effective date of termination, no further service fees will be charged.
02 · BILLING RUN
Billing date
Your provider collects the amounts incurred up to the cancellation.
03 · INVOICE
Final follow-up invoice
Previous posts may still appear. The service remains discontinued.
Transparency & Protection
Payment authorization is processed directly through your network operator
To approve, you will be redirected from the service provider's site to your network operator's secure confirmation page. There, you can review and confirm your order.
Via mobile network
Your mobile network operator automatically detects your mobile number. On their secure confirmation page, you can check the price and duration, and confirm your purchase.
NUMBER RECOGNIZED → CONFIRM → ACTIVATION
Via Wi-Fi
Your phone number is not automatically detected. Please enter it and confirm on the network operator's page using the code you receive via SMS.
ENTER NUMBER → CONFIRM SMS CODE → ACTIVATION
Testing & Protection
Protection mechanisms for every payment
A service is not automatically allowed to bill via your mobile phone bill. Providers and services must meet strict requirements and are subject to continuous checks.
Grid Operator Review
Telekom, Vodafone, and Telefónica / O2 review providers and services before activation. Pricing information and content must meet the required standards.
Double confirmation
Clicking on an ad banner cannot trigger a subscription. Making a purchase strictly requires a separate confirmation on your mobile carrier's secure page.
No bank details required
Billing uses your mobile phone number. Bank or credit card details are not required for this payment method.
Refund review
Our support team will review unclear or unauthorized charges. Once approved, the credit will be applied to your mobile phone bill.