Customer Support
How Can We Help You?

Explore our Support Resources

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.

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After the 30 day trial PRTG will run as Freeware Edition (limited to 100 sensors).

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Support Ticket System

One-To-One Support for Customers with Active Maintenance Contract

Within your software maintenance period, you can open a support ticket. 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.


Please write us in English or German language.


Please communicate via email. This is the best way we can support you, so we can analyze your log files, screenshots, and other data in detail. We always try to answer within 24 hours on business days. If necessary, we will ask you for remote access.

Single Topics

Please open a new ticket for each new topic.

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.

Note: We honor your privacy! We will never give away your email address to any third party. See our privacy policy. After the 30 day trial PRTG will run as Freeware Edition (limited to 100 sensors).

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