Customer Support
How Can We Help You?
How do I update to the latest version?
Paying customers: Please log into our website to download the latest installer of the Commercial Edition.
Freeware users: Please go to our downloads page to download the latest installer of the Freeware Edition.
Where can I find my license and order information?
Please log into our website. You will find all information regarding your licenses and your orders on the overview page after your login. In addition all details can be found in the categories "Your Licenses" and "Your Orders" on the right-hand side of the page.
How can I recover or change my account email address?
In our database we store the email address that was used for your initial purchase. To request a change of the email address or to recover your email address please fill out this form.
EMAIL SUPPORT
We offer our support directly from our headquarters in Nuremberg, Germany. Our support engineers work closely with our development department to guarantee the quickest and most detailed assistance possible.
As we have to analyze a lot of data over the course of a support case, like log files and screenshots, we use email as our primary support mechanism. Please use the Contact Support form within your PRTG web interface to attach any needed analytic information.
Our office is staffed Monday to Friday from 7 a.m. until 10 p.m. (UTC+1). You will receive an answer within 24 hours on business days. Depending on the complexity of the case, we may need to ask for remote access to your system, schedule a remote desktop session or escalate your case to our development department (Level 3 Support). In the latter case please expect a processing time of several days until we provide answers from our development department due to the complex investigation process.
HOW TO OPEN A TICKET
Customers with valid maintenance can open support tickets. Please use the Contact Support form of your PRTG installation for technical questions to get the best possible help from our experts. If you have trouble using this form, you can fill out the support ticket form on our webpage.
Updates and Your License Key
Are you looking for updates or your license key? Log in to our service center.
Language
Please write us in English or German language.
Single Topics
Please open a new ticket for each new topic.
Security Reports
If you are a user of PRTG or any other of our services and would like to file a security report, please send a mail to [email protected]. Please always include a detailed technical summary in your mail.
If you wish to send us an encrypted mail, please use this public key:
Key fingerprint = AD77 5F5D 35D0 49C7 4BA9 1D27 AAB5 7172 F953 C58A
Network Planning
Do you need assistance for your network setup or detailed installation planning? Our partners are happy to help. Please contact a partner near you.
Freeware Users
Do you use our Freeware? We try to answer your questions in a timely manner, but if we are busy, paying customers come first. You may find a prompt answer in our Knowledge Base or the PRTG manual.
Feature Requests
You have requests or suggestions that could improve PRTG Network Monitor? Our Support Team is happy to hear your ideas! Read more in our Knowledge Base on how we handle your feedback.
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