How to Cancel Matomo Subscription (Cloud and Plugins)

How to fix it

Try these in order — the most common fix is first.

1. 1. Cancel Matomo Cloud

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   1. Log in to your Matomo Cloud instance as the account owner
   2. Click the Administration (gear) icon, then Account
   3. Use the cancellation link on that screen
   4. Do not rely on emailing support, the terms say it is not a valid cancellation
   Did this fix it? Yes No

2. 2. Export before you cancel

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   1. Export your data and download your invoices first
   2. Per the terms, data is hidden at the termination date and deleted 30 days later (backups up to 60 days), and export requests must be made within that window
   Did this fix it? Yes No

3. 3. Cancel On-Premise bundles or plugins

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   1. Manage them in your account on shop.matomo.org
   2. Cancelling stops renewal and the subscription stays active until the end of the paid period
   3. Matomo's pricing page says bundles can be cancelled any time and stay active to the end of the billing period
   Did this fix it? Yes No

4. 4. Understand refunds

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   1. The Cloud terms say fees are non-refundable to the extent permitted by law
   2. Pro-rated refunds apply if Matomo discontinues or materially reduces the service, terminates without cause, or you terminate over a materially detrimental amendment
   3. The last billing cycle is not prorated
   Did this fix it? Yes No

5. 5. Avoid overage surprises

   1. Overage fees for exceeded hits are due at the start of the next term or at the end of your subscription if not renewed
   Did this fix it? Yes No

Symptoms

You want to stop paying for Matomo Cloud, an On-Premise bundle or a Marketplace plugin.

Why it happens

• Subscriptions auto-renew until cancelled
• Email cancellation is not valid for Cloud
• Plugins and bundles are managed separately in the Matomo shop
• Fees are non-refundable to the extent permitted by law
• Annual plans keep running to the end of the term

This guide also covers

• cancel matomo
• matomo cancel subscription
• matomo refund
• how to cancel matomo cloud

The same problem in other apps

All billing, cancellation & refunds guides →

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