Manage Prtg

How to cancel PRTG and avoid auto-renewal charges in singapore

What is PRTG and why cancellation matters

PRTG (Paessler RPRTG Network Monitor) is a subscription-based network monitoring platform that tracks your IT infrastructure, devices, traffic and applications across on-premises and cloud environments in real time. Your IT team uses PRTG dashboards and alerts to manage network health and performance.

Paessler recently shifted PRTG to an annual subscription model with auto-renewal - meaning your account renews automatically unless you cancel within a strict 90-day notice window. Missing this deadline locks you into another year of charges, even if you no longer need the service. Stopee recognises that understanding your cancellation rights and the exact steps to stop charges is essential to protecting your budget.

This guide walks you through every cancellation method, the legal protections available to you in Singapore, and the traps that catch most users when they try to exit PRTG.

Why PRTG subscriptions auto-renew and what that costs you

PRTG operates on a locked-in subscription model: you commit to an initial multi-year term, then the subscription renews annually unless you intervene. If you miss the 90-day cancellation window, Paessler charges your card for another full year, even if you submitted a cancellation request just one day too late.

Stopee has seen countless users discover they were charged renewal fees months after they thought they had cancelled. The company does not flag cancellation deadlines prominently in your account dashboard - you must actively search for the "Cancel Subscription" button or contact support directly.

Understanding PRTG's subscription tiers and billing structure

PRTG pricing and plan details change regularly depending on whether you purchase directly from Paessler, through a reseller, or via an app store. Annual billing is standard after your initial commitment period. Stopee recommends you verify your exact billing cadence, renewal date and minimum contract term in your order confirmation before attempting cancellation - this information is your proof that you understand what you are cancelling and when.

Your consumer rights when cancelling PRTG in singapore

Does the consumer protection (Fair trading) act protect you?

Singapore's Consumer Protection (Fair Trading) Act (CPFTA) covers certain business-to-consumer transactions involving overseas suppliers like Paessler. However, PRTG is often sold as an enterprise or IT infrastructure tool, which may fall outside the definition of a "consumer contract" depending on your purchase circumstances.

If you purchased PRTG as a business user rather than a personal consumer, CPFTA protections are significantly limited. However, if Paessler used unfair contract terms, misleading billing disclosures, or aggressive auto-renewal practices, you may have grounds to challenge the charge under CPFTA's unfair contract terms provisions.

What refund rights do you have under singapore law?

Singapore law does not provide an automatic 14-day cooling-off period for digital subscriptions or software services, unlike some European jurisdictions. PRTG's own terms do not advertise a statutory refund guarantee for subscriptions, meaning refunds are discretionary.

However, you retain the right to challenge unfair billing practices. If Paessler auto-renewed your subscription without clear prior warning, failed to send a renewal reminder, or made cancellation deliberately difficult, you can escalate your complaint to CASE (Consumers Association of Singapore). Stopee advises you to gather all evidence: confirmation emails, billing statements, and screenshots of the cancellation process (or the lack thereof).

When to escalate to CASE

Contact the Consumers Association of Singapore (CASE) if Paessler charges you after you cancelled, fails to respond to your cancellation request, or refuses a refund without reasonable justification. CASE can mediate disputes and pressure companies to comply with fair trading principles. Your complaint is strongest if you can prove you tried to cancel within the 90-day window but were prevented by a technical error or unclear process.

Methods to cancel PRTG: choosing your path

Cancellation routes and which one is fastest

You can cancel PRTG via three main channels: your PRTG Hosted Monitor customer portal (web), Paessler customer support by email or phone, or through a reseller if you bought via an intermediary. Stopee recommends starting with the self-service portal method because it creates an immediate digital record of your request - email and phone support introduce delays and communication risk.

If you purchased PRTG through an app store (rare for enterprise monitoring but possible), follow the subscription cancellation flow in your app store account; do not rely on Paessler's portal alone.

How to cancel PRTG step by step

Cancelling via the PRTG hosted monitor portal

This is your fastest route. Follow these steps exactly to avoid delays or missed deadlines.

1. Log into your PRTG Hosted Monitor account at the Paessler web portal using your registered email and password.
   • If you have forgotten your password, use the "Forgot Password" link and reset immediately.
   • If you cannot access your account, contact Paessler support before the 90-day window closes.
2. Navigate to your account settings or subscription management section.
   • Look for tabs or menu items labelled "Subscription", "Billing", "Account" or "Payment" - exact labels vary.
   • If you cannot find a subscription section, proceed to step 5 and contact support by email.
3. Locate the "Cancel Subscription" button or link.
   • Warning: Paessler does not always highlight this button prominently. Scroll down or check under "Advanced Options" or "Manage Subscription" if you do not see it immediately.
   • Take a screenshot of this page showing your subscription status, renewal date and the cancel button - this is your proof.
4. Click "Cancel Subscription" and confirm your cancellation request.
   • Paessler may ask you why you are cancelling (feedback form). Fill this in - it creates a record of your intent.
   • Do not skip the confirmation step. You must complete it fully for the cancellation to register.
5. Wait for a confirmation email from Paessler.
   • Pro tip: Check your spam folder if you do not see the email within 10 minutes.
   • Save this email permanently - it is your proof of cancellation and protects you if Paessler charges you again.
6. Verify in your account that the subscription status now shows "Cancelled" or "Pending Cancellation".
   • If the status does not change, take another screenshot and proceed to email support immediately (step below).

Cancelling via email to paessler customer support

Use this method if the portal is unavailable or you need to request a refund alongside cancellation.

1. Compose an email to Paessler's support team with the subject line: "Cancellation Request - PRTG Subscription [Your Subscription ID]".
   • Your subscription ID is in your order confirmation, invoice or account dashboard.
   • If you cannot find your subscription ID, include your registered email address instead.
2. In the email body, state clearly:
   • "I request immediate cancellation of my PRTG subscription effective [today's date]. I understand the cancellation will expire at the end of my current billing term on [renewal date]. I am sending this request more than 90 days before renewal to avoid auto-renewal charges."
   • Include your full name, account email, organisation name and phone number.
   • If you believe you are owed a refund, state your reason: "I was charged in error" or "I used the service for fewer than 14 days and wish to request a refund under [reason]".
3. Send the email to Paessler's support address (typically support@paessler.com or found on their website).
   • Use a professional email account and send from the address registered to your PRTG subscription.
   • Request a read receipt or delivery confirmation from your email client.
4. Wait for Paessler's response within 3-5 business days.
   • If you do not hear back within 5 business days, send a follow-up email referencing your original request.
   • If Paessler still does not respond, this unresponsiveness is evidence of poor service - note it for a CASE complaint if needed.
5. Save the confirmation email with the reference number and cancellation confirmation.
   • Stopee advises you to print this email or export it as a PDF and store it securely.

Cancelling a reseller PRTG subscription

If you purchased PRTG through an intermediary reseller rather than directly from Paessler, you must cancel through that reseller, not through Paessler's portal.

1. Locate your reseller's cancellation policy in your purchase confirmation or reseller website.
   • Note the specific cancellation notice period (often 90 days, but may vary).
   • Resellers may impose their own billing cycles, so confirm your renewal date with the reseller, not Paessler.
2. Contact your reseller by phone, email or their online account portal and request cancellation in writing.
   • Use the same email structure as step 2 above, but address your reseller instead of Paessler.
   • Request written confirmation of your cancellation and the cancellation effective date.
3. Confirm with your reseller that they have notified Paessler of your cancellation.
   • Some resellers do not automatically forward cancellation notices to the vendor - you may need to follow up with both parties.
4. Ask your reseller to send you a cancellation confirmation and refund timeline (if applicable).
   • Save this communication as evidence.

Cancelling an app store PRTG subscription

If you subscribed to PRTG via Apple App Store or Google Play, use the app store's own cancellation flow - do not attempt to cancel through Paessler's portal.

1. Open your app store account (Apple App Store or Google Play) on your device.
   • For Apple: Settings > [Your Name] > Subscriptions > PRTG.
   • For Google Play: Open the Play Store > Menu > Subscriptions > PRTG.
2. Select your PRTG subscription from the list.
   • Check your renewal date and subscription status.
3. Tap "Cancel Subscription" or "Unsubscribe" and confirm.
   • The app store will show you when your subscription ends (usually at the end of your current billing period).
   • You retain access until that date.
4. Screenshot the cancellation confirmation from the app store.
   • Stopee recommends saving this proof alongside your payment receipts.

What happens to your PRTG access after you cancel

How long you can use PRTG after cancelling

Cancelling PRTG does not terminate your access immediately. You retain full access to your monitoring dashboards, alerts and reports until your current paid subscription term expires. This means if you cancel mid-cycle, you continue monitoring your infrastructure until the end of your annual billing period.

After the expiry date, your PRTG installation stops functioning as a monitored service. Any alerts or performance tracking you depend on will cease. Plan your migration to an alternative monitoring tool (if needed) well before your expiry date - do not wait until the last day.

What data remains after cancellation

Paessler does not delete your historical monitoring data immediately upon cancellation. However, your access to that data depends on your subscription expiry. Once your subscription expires and you do not renew, Stopee advises you to export or archive any critical reports or configurations you need for compliance or future reference - Paessler is not obligated to retain your data indefinitely after expiry.

Preventing accidental re-subscription

After cancellation, check your account settings to confirm that auto-renewal is disabled. Do not assume cancellation automatically prevents future charges - some services have separate "auto-renew" toggles that remain active even after a cancellation request.

Set a calendar reminder for 30 days before your subscription expiry to verify that you have not been charged. If you see an unexpected renewal charge, contact Paessler support and your payment provider immediately.

Will you get a refund from PRTG?

When paessler offers refunds

Paessler does not publish a standard refund policy for PRTG subscriptions in their terms. Most enterprise software vendors, including Paessler, view subscriptions as non-refundable once activated. This means if you cancel mid-cycle, you do not recover the unused portion of your annual fee - you simply stop paying after your current term ends.

Exceptions exist if you can demonstrate: (1) you were billed in error, (2) you cancelled within 14 days of purchase and the service did not meet its described specifications, or (3) Paessler failed to deliver the service you paid for.

Requesting a refund under singapore consumer law

If you believe you qualify for a refund under the CPFTA (discussed above), submit a written refund request to Paessler support. In your request, cite the specific reason: "I purchased this subscription in error and wish to cancel and receive a refund under my consumer rights" or "I discovered the service does not match the description and request a refund."

Paessler will likely refuse a refund if your subscription is outside the 14-day purchase window. If they refuse, escalate your complaint to CASE with supporting evidence (order confirmation, billing statements, email exchanges). Stopee has documented cases where CASE mediation pressured vendors to issue goodwill refunds or partial credits even outside stated policies.

Protecting yourself against forced renewal charges

The biggest refund issue users face is being charged for an unintended renewal. Prevent this by: (1) cancelling at least 90 days before your renewal date, (2) obtaining written cancellation confirmation from Paessler, (3) monitoring your credit card or bank statement 7 days before renewal, and (4) disputing any unexpected charges immediately with your bank.

If Paessler charges you after you cancelled, contact your payment provider within 30 days of the charge and request a chargeback. Provide your cancellation email as proof that you terminated the subscription. Most banks will reverse PRTG renewal charges if you can show cancellation evidence.

PRTG pricing, plans and billing structure

Where to verify current PRTG pricing

PRTG pricing varies based on the number of sensors you monitor, whether you purchase direct from Paessler or via a reseller, and current promotions. Pricing also differs for on-premises versus hosted (cloud) deployments. Stopee strongly recommends consulting Paessler's official pricing page or requesting a quote directly rather than relying on third-party summaries - pricing changes frequently and outdated information can lead to budget shocks.

Locked-in commitment periods and exit costs

Many PRTG deals include an initial 3-year commitment with annual renewal thereafter. If your contract includes a lock-in clause, cancelling during the commitment period may trigger an exit fee or early termination charge. Review your order confirmation or service agreement to identify any such clauses before you cancel.

If you are locked in and face an unaffordable exit fee, contact Paessler sales to negotiate a reduced fee or payment plan. Companies sometimes waive or reduce exit fees for customers facing genuine hardship, especially if you provide feedback about why you are leaving.

Common mistakes users make when cancelling PRTG

Missing the 90-day cancellation deadline

We understand the frustration when you cancel just one day too late and wake up to a full-year renewal charge. The 90-day window is rigid - Paessler's system auto-renews automatically if you miss it, and obtaining a refund for a late cancellation is nearly impossible.

The solution: mark your renewal date in your personal calendar immediately upon purchase, set a phone reminder for day 60 (30 days before the 90-day deadline) and submit your cancellation request by day 70 at the latest. Do not procrastinate.

Cancelling in the wrong place

Users often contact Paessler support asking to cancel when they should be using the self-service portal, or they attempt to cancel through Paessler's portal when they purchased through a reseller. This confusion delays your cancellation and can cause you to miss the 90-day window.

Pro tip: Check your original purchase order or invoice. It tells you exactly where you bought PRTG (Paessler direct, a named reseller, or an app store). Cancel through the same channel. If unsure, contact the entity that charged your card, not Paessler.

Assuming cancellation was confirmed without proof

Many users cancel through the portal, see no immediate confirmation, and assume it worked. They do not check their email for confirmation, do not verify the portal status change, and do not save evidence. When they are charged at renewal, they have no proof they tried to cancel, and Paessler denies responsibility.

Always obtain and save written confirmation. If the portal does not show a confirmation email within 10 minutes, contact support by email to create a written record. Stopee advises treating cancellation like a financial transaction: no proof, no protection.

Failing to cancel auto-renew settings separately

Some subscription systems have separate "auto-renew" toggles distinct from the cancellation button. You may cancel your subscription but forget to turn off auto-renew, which can trigger an unexpected charge at the next billing cycle. After you cancel, log into your PRTG account and verify that auto-renew is disabled - it should show "off" or "disabled" next to your subscription.

Your cancellation checklist for PRTG

Use this checklist to ensure you cancel PRTG safely and on time.

• ☐ Find your PRTG subscription order confirmation or invoice and note your subscription ID, renewal date and billing entity (Paessler direct, reseller name, or app store).
• ☐ Calculate the 90-day cancellation deadline: count 90 days backward from your renewal date and enter this date in your calendar.
• ☐ Set a phone reminder for 30 days before the deadline (day 60) to begin your cancellation process.
• ☐ Log into your account (PRTG portal, reseller account, or app store - whichever applies) and locate the "Cancel Subscription" or "Unsubscribe" option.
• ☐ Submit your cancellation request and screenshot the confirmation page immediately.
• ☐ Receive and save the cancellation confirmation email from Paessler or your reseller. Store it in a dedicated folder labelled "PRTG Cancellation".
• ☐ Return to your account 24 hours after cancellation and verify that your subscription status shows "Cancelled" or "Pending Cancellation" (not "Active").
• ☐ Check that auto-renew is disabled in your account settings.
• ☐ Monitor your payment method (credit card or bank account) for 7 days before and 7 days after your renewal date to confirm you were not charged.
• ☐ If an unexpected renewal charge appears, dispute it with your bank or payment provider within 30 days and provide your cancellation confirmation email as evidence.

When to contact CASE if PRTG refuses to cooperate

Signs that you need external help

Contact the Consumers Association of Singapore (CASE) if: (1) you cancelled within the 90-day window but Paessler still charged you a renewal fee, (2) Paessler customer support ignores your cancellation requests or refund claims, (3) you cannot access the cancellation function in your account, or (4) Paessler refuses a refund without a legitimate reason.

Filing a complaint with CASE

Visit the CASE website (case.org.sg) or call their hotline to file a complaint. Provide CASE with: (1) your PRTG order confirmation and invoices, (2) screenshots or copies of your cancellation request, (3) email exchanges with Paessler or your reseller, (4) proof of the unwanted renewal charge, and (5) a summary of your attempts to resolve the issue directly.

CASE will attempt mediation between you and Paessler. Many disputes are resolved within 4-8 weeks. Stopee has documented instances where CASE pressure resulted in refunds, credits or fee waivers for customers who were wrongfully renewed or failed to receive proper cancellation support.

Your path to cancelling PRTG with confidence

Cancelling PRTG requires attention to a single critical deadline - the 90-day notice period before auto-renewal. Your legal protections in Singapore are limited for business software subscriptions, but you retain strong rights to challenge unfair billing practices, auto-renewal without consent, and refusal to deliver promised service.

The self-service cancellation portal is your fastest and safest route. It creates immediate evidence of your intent and prevents miscommunication delays. Email support is your backup if the portal fails or you need to request a refund alongside cancellation. If Paessler charges you despite cancellation, your payment provider and CASE are your escalation points.

Stopee has helped thousands of consumers cancel subscriptions like PRTG safely, on time and without surprise charges. By following this step-by-step guide, obtaining written confirmation and monitoring your billing, you protect your budget and avoid the automated renewal trap that catches most users off guard.

Paessler's contact information for cancellation

Email support: support@paessler.com
Headquarters: Paessler AG, Nuremberg, Germany
Website: paessler.com
PRTG Hosted Monitor portal: https://hosted.prtg.com (login required)

For escalation, contact CASE (Consumers Association of Singapore) at case.org.sg or call their hotline. Stopee advises you to keep all cancellation evidence organised and ready to share if a dispute arises.