Cancel PRTG: The Right Way to Avoid Charges

How to cancel PRTG subscription and stop auto-renewal charges in singapore

What is PRTG and why you need to understand cancellation

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 relies on PRTG dashboards and alerts to manage network health and performance across your entire IT estate.

Paessler operates PRTG on an annual subscription model with automatic renewal. This means your account renews automatically unless you cancel within a strict 90-day notice window before your renewal date. Missing this deadline locks you into another year of charges, even if you no longer use the service. Understanding your exact cancellation deadline and the legal protections available to you in Singapore is essential to protecting your budget and avoiding unwanted charges.

Tocancel recognises that enterprise software cancellations can be complex. This guide walks you through every cancellation method available, your consumer rights under Singapore law, and the common traps that catch most users when they try to exit PRTG.

Why PRTG auto-renewal creates financial risk for your business

PRTG operates on a locked-in subscription model: you commit to an initial term, then the subscription renews annually unless you take action. 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.

The company does not flag cancellation deadlines prominently in your account dashboard. You must actively locate the "Cancel Subscription" button in the PRTG customer portal or contact Paessler's customer service directly. Many users discover they were charged renewal fees months after they believed they had already cancelled. Your billing statement and renewal date are the only reliable indicators of when your cancellation deadline falls.

PRTG pricing and subscription tiers in singapore

PRTG pricing varies depending on whether you purchase directly from Paessler, through a reseller, or via a cloud marketplace. Annual billing is the standard after your initial commitment period ends. Your subscription cost depends on the number of sensors you monitor and your chosen deployment model (hosted, on-premises, or hybrid).

Before you attempt cancellation, locate your order confirmation or invoice to identify your exact billing cycle, renewal date and contract term. This information is your proof of what you are cancelling and when you must act. Tocancel strongly recommends you record your renewal date immediately if you plan to cancel within the 90-day window.

Your consumer rights when cancelling PRTG in singapore

Singapore's consumer protection framework applies to certain PRTG transactions, but your rights depend on whether you purchased as a business user or consumer.

Consumer protection under the fair trading act

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.

Your legal position: 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, made misleading billing disclosures, or employed aggressive auto-renewal practices without clear opt-in consent, you may have grounds to challenge the charge under CPFTA's unfair contract terms provisions. The Consumers Association of Singapore (CASE) enforces these protections and will investigate complaints of unfair trading practices.

Refund and cooling-off rights in singapore

Singapore law does not provide an automatic 14-day cooling-off period for digital subscriptions or software services, unlike the European Union. PRTG's standard terms do not advertise a statutory refund guarantee for subscriptions, which means refunds are discretionary and depend on Paessler's policy or your individual negotiating position.

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. Tocancel advises you to gather all evidence: confirmation emails, billing statements, screenshots of the cancellation process (or the lack thereof), and any communications with Paessler support. This evidence strengthens your case if you need to dispute a charge with your bank or pursue a complaint with CASE.

When to escalate to CASE

Contact the Consumers Association of Singapore (CASE) if Paessler charges you after you cancelled, refuses to honour your cancellation request, or fails to provide clear notice of your renewal date and cancellation deadline. CASE operates a free mediation and complaint service for consumers and can pressure Paessler to refund unfair charges or reverse incorrect renewals.

To lodge a complaint with CASE, visit www.case.org.sg, call 1800-6225 800, or visit their office at 101 Cecil Street, #08-02, Tong Eng Building, Singapore 069534. You must provide CASE with copies of your contract, invoices, and all communications with Paessler. CASE handles complaints free of charge and will advocate on your behalf if you believe your rights have been breached.

How to cancel PRTG subscription step by step

Your cancellation method depends on how you purchased PRTG and where you manage your subscription.

Cancelling PRTG hosted monitor via the customer portal

If you use PRTG Hosted Monitor (the cloud-based version), you can cancel directly via the Paessler customer portal. This is the fastest method and generates an immediate cancellation confirmation.

1. Log in to your PRTG Hosted Monitor account at prtg.paessler.com with your username and password.
2. Navigate to your account settings (usually located in the top-right menu under "Account" or "Settings").
3. Scroll down to find the "Cancel Subscription" or "Manage Subscription" section.
4. Click "Cancel Subscription" and follow the on-screen prompts to confirm your cancellation.
5. You will see a confirmation message. Screenshot this confirmation and note the cancellation date it displays.
6. Check your email for a cancellation confirmation email from Paessler within 24 hours. If you do not receive one within 48 hours, contact support immediately to confirm your cancellation was processed.

This method is preferred because you have an immediate, verifiable record of your cancellation request. Ensure your cancellation is processed at least 90 days before your renewal date to avoid being charged for another year.

Cancelling PRTG by contacting paessler support

If you cannot locate the "Cancel Subscription" button in your portal, or if you purchased PRTG through a reseller or marketplace, contact Paessler's customer service directly.

1. Visit the Paessler support website at www.paessler.com/support or locate your support contact information in your contract.
2. Email Paessler's customer service department (typically [email protected] or the email address provided in your contract) with a clear cancellation request.
3. Include in your email:
   • Your full name and registered email address on the PRTG account.
   • Your account number or the email address associated with your PRTG subscription.
   • A clear statement: "I request to cancel my PRTG subscription effective immediately" (or state your preferred cancellation date).
   • Your current renewal date (found on your latest invoice).
   • A request for written cancellation confirmation.
4. Send this email from the registered email address on your account, as support may require address verification.
5. Wait for a response from Paessler within 5 business days. If you do not receive confirmation within one week, follow up with a phone call to their customer service team.
6. Save all emails and cancellation confirmations. If you are charged after you cancel, this correspondence is your proof of timely cancellation.

Email creates a verifiable written record of your cancellation request. Ensure you request written confirmation and receive it before your 90-day notice window closes.

Cancelling if you purchased via cloud marketplace

If you subscribed to PRTG through Amazon Web Services (AWS), Microsoft Azure, or another cloud marketplace, you must cancel through that marketplace account as well as notify Paessler directly.

1. Log in to your cloud marketplace account (AWS, Azure, or equivalent).
2. Navigate to your subscriptions or active products section.
3. Find PRTG in your subscription list and click "Manage" or "Edit subscription".
4. Select "Cancel subscription" and follow the marketplace's cancellation process. Note the cancellation date the marketplace provides.
5. Separately, email Paessler support ([email protected]) and inform them that you have cancelled via the marketplace, providing the cancellation reference number from the marketplace confirmation.
6. Request a confirmation from Paessler that your account will be deactivated at the end of your current billing period.

Marketplace cancellations require dual action: you must cancel through the marketplace provider AND notify Paessler directly. If you cancel only through the marketplace without contacting Paessler, you risk confusion if the cancellation does not synchronise correctly.

Cancelling if you purchased through a reseller

If you bought PRTG from a reseller or channel partner, you must contact the reseller first, not Paessler directly, unless your contract specifies otherwise.

1. Locate your original purchase order or contract to identify your reseller.
2. Contact your reseller's account manager or customer service team with a cancellation request.
3. Provide your reseller with your account number, email address, and current renewal date.
4. Request written confirmation of your cancellation from the reseller.
5. If the reseller does not respond within 5 business days, escalate to Paessler's customer service and ask them to confirm the cancellation on record with the reseller.
6. Keep all correspondence. If charges appear after cancellation, your reseller and Paessler share responsibility for honouring your cancellation request.

Reseller cancellations are slower because the reseller must coordinate with Paessler. Always request written confirmation from both your reseller and Paessler if possible.

What happens after you cancel PRTG

Cancellation does not happen instantaneously. Understand what to expect in the weeks after you submit your cancellation request.

Timeline after cancellation

Once you cancel PRTG, your account typically follows this timeline:

• Immediately after cancellation: Your account remains active until the end of your current billing period. You can continue to access PRTG and your monitoring data.
• At the end of your billing period (renewal date): Paessler deactivates your account. You will no longer be able to log in, and your monitoring data becomes inaccessible.
• After deactivation: You will not be charged for renewal. Your credit card or payment method will not be debited on the renewal date.

If you are charged on your renewal date after cancelling, you have grounds to dispute the charge with your bank and escalate to CASE.

Retrieving your monitoring data before cancellation

Before your account is deactivated, export any monitoring data, reports or historical logs you need to keep. After deactivation, Paessler may delete your data after a retention period.

1. Log in to PRTG while your account is still active.
2. Navigate to your reports and data export section.
3. Download any historical data, sensor logs, or custom reports you wish to keep.
4. Save these files to your local storage or backup system.

Do not wait until the last day of your billing period to retrieve this data. Export everything within two weeks of cancelling to ensure you have time to complete the process before your account is deactivated.

How to claim a refund if PRTG charged you after cancellation

If Paessler charged you for a renewal after you cancelled, you have multiple options to recover the money.

Request a refund directly from paessler

Contact Paessler immediately and request a refund for the unauthorised renewal charge. Provide them with:

• Your cancellation confirmation email or reference number.
• A copy of the charge that appeared on your bank statement after your cancellation date.
• A clear statement that you cancelled before your 90-day notice window and should not have been charged.

Paessler may refund the charge if the evidence of your cancellation is clear. However, if they dispute the cancellation or claim no record of it, escalate immediately.

Dispute the charge with your bank

If Paessler refuses to refund the charge or does not respond within 14 days, contact your bank or credit card provider and dispute the transaction. Provide your bank with:

• Your cancellation confirmation (email, screenshot, or portal reference).
• Proof that you submitted cancellation within the required 90-day window.
• Your renewal date and the date you cancelled.
• Your bank statement showing the disputed charge.

Your bank can reverse the charge and initiate a chargeback dispute with Paessler's payment processor. This process typically takes 30 to 60 days, but your bank will often credit the disputed amount to your account within one to two weeks while the investigation is pending.

Escalate to CASE if paessler refuses to refund

If Paessler refuses your refund request and disputes your cancellation, lodge a formal complaint with the Consumers Association of Singapore (CASE). Tocancel recommends you provide CASE with:

• Your cancellation confirmation email or portal reference.
• Your current billing statement showing the disputed charge.
• All correspondence with Paessler, including any refusal messages.
• Your renewal date and the date you submitted your cancellation.

CASE will investigate Paessler's handling of your cancellation and refund request. If CASE determines that Paessler breached fair trading practices by charging you after a valid cancellation, they will pressure Paessler to refund the amount. CASE can also impose penalties or escalate the case to the Competition and Consumer Commission of Singapore (CCCS) for enforcement action.

Common mistakes when cancelling PRTG

Cancelling enterprise software can feel daunting, and many users make preventable errors that result in unwanted charges. Here are the mistakes Tocancel sees most often.

Missing the 90-day cancellation deadline

The single most common error is submitting your cancellation request after the 90-day notice window has closed. If your renewal date is 1 January 2025, you must submit your cancellation request by 3 October 2024 at the latest. Even cancelling on 4 October triggers an automatic renewal charge.

To avoid this mistake, add your renewal date to your calendar immediately when you receive your invoice. Set a reminder for 120 days before your renewal date so you have a safety buffer before the 90-day deadline approaches. Write your renewal date on a sticky note next to your monitor if necessary.

Cancelling through the wrong channel

If you purchased PRTG through a reseller or cloud marketplace but contact Paessler directly to cancel, your cancellation request may not reach the right team. Paessler may claim they have no record of your cancellation if the request was misdirected. Always cancel through the same channel you used to purchase: contact your reseller if you bought via a reseller, or cancel through the marketplace if you subscribed via AWS or Azure.

Failing to request written confirmation

Verbal cancellations over the phone or casual messages in support chat rooms leave no verifiable record. If Paessler charges you after cancelling verbally, you have no proof that you requested cancellation. Always request written cancellation confirmation via email or through the customer portal. Screenshot this confirmation and save it indefinitely.

Not following up within 48 hours

If you cancel via email or support ticket and do not receive a confirmation response within 48 hours, follow up immediately. Send a second email or call Paessler's customer service team to confirm your cancellation was received and processed. Do not assume silence means acceptance. A confirmation email from Paessler is your only guarantee that your cancellation is on record.

Forgetting to cancel through the marketplace

If you subscribed to PRTG via AWS, Azure, or another marketplace, cancelling with Paessler alone is not enough. You must also cancel through your marketplace account settings. If you miss this step, the marketplace may continue billing you even after Paessler deactivates your account. Cancel through both channels simultaneously and request confirmation from both.

Cancellation checklist for PRTG

Use this checklist to ensure you have completed every required step before your 90-day cancellation deadline.

Do not proceed beyond any step if you cannot tick the "Completed?" box. Each step is essential to protecting yourself from unwanted charges.

Paessler contact information and support address

If you need to contact Paessler directly to cancel or dispute a charge, use these official contact details:

Email: [email protected]
Support website: www.paessler.com/support
Main office address: Paessler AG, Bachstrasse 3, 90762 Fürth, Germany

For Singapore-specific support queries, you can also try searching your contract or most recent invoice for a dedicated support contact. Paessler may provide region-specific support phone numbers or contact persons in your contract. If a regional support contact is listed in your agreement, use that contact first, as it may result in faster resolution.

Take control of your PRTG cancellation today

Cancelling PRTG requires careful attention to deadlines, but your rights are clear: you have the right to cancel your subscription, avoid auto-renewal charges, and claim a refund if you are charged after a valid cancellation. Do not allow fear of the process or confusion about where to submit your cancellation request to prevent you from taking action.

The 90-day notice window is strict, but it is not a trap if you act now. Calculate your renewal date from your invoice, set a calendar reminder for 120 days before that date, and use one of the cancellation methods outlined above. Ensure you receive written confirmation of your cancellation from Paessler. If you are charged after cancelling, your cancellation confirmation is your proof that you are entitled to a refund, and you can escalate to your bank or CASE to recover the money.

Tocancel has helped thousands of consumers cancel complex software subscriptions and reclaim refunds from companies that charged them after cancellation. You are not alone in this process. Use this guide as your roadmap, document every step, and take confident action to protect your budget. Contact Paessler's customer service today with your cancellation request, and you will be free of auto-renewal charges within one billing cycle.