Will I receive a refund after cancelling?

No. Per Matomo's Terms of Service (Clause 7.3), all fees are non-refundable. Cancellation takes effect at the end of the current billing cycle, but no pro-rated refund is issued for remaining days.

Can I still access my data after cancelling?

Yes, until the end of your current billing cycle. After that, the account is terminated and data becomes inaccessible. Data is permanently deleted 30 days after termination (backup logs up to 60 days), so export your data before cancelling.

Can I reactivate my subscription after cancelling?

Yes, but only before the billing cycle ends. The Billing page shows a 'Reactivate' button while the subscription is in 'Pending' status. Once the cycle ends and the account is terminated, you would need to create a new account.

What if I just let my free trial expire — do I need to cancel?

No. The 21-day free trial requires no credit card and no cancellation. When it expires, the Matomo Cloud site is automatically deleted within a few days with no charge.

How do I export my analytics data before cancelling?

Request a raw data export from within your Matomo instance while it is still active. Also download invoices individually via Administration > Account > Invoices — batch invoice download is not available.

Does cancelling Matomo Cloud affect my self-hosted instance?

No. Matomo On-Premise is open-source and free to use independently. Cancelling your Cloud subscription has no effect on any self-hosted Matomo installation.

Cómo cancelar Matomo (2026)

Los planes de Matomo empiezan desde 0,00 US$/mes. Sigue nuestra guía de 6 pasos para cancelar tu suscripción en unos 5 minutos — con consejos para evitar ofertas de retención.

Actualizado: abril de 2026

desde 0,00 MXN/mes

Fácil

Tiempo estimado:5 minutos

Método Cancelar:Website

Log in as Billing Owner

Log into your Matomo Cloud instance using the account that holds the Billing Owner role. Only the Billing Owner can perform cancellation.

Open Administration

Click the gear icon (Administration) in the top-right corner of your Matomo dashboard.

Navigate to Billing

In the left sidebar, click 'Account', then select 'Billing'.

Click the cancellation link

On the Billing page, locate and click the cancellation link. This is the only valid way to cancel — emailing Matomo support does not constitute cancellation per their Terms of Service.

Confirm cancellation

Confirm the cancellation when prompted. Your subscription will move to 'Pending' status and access continues until the end of your current billing cycle.

Export your data (optional)

Before your billing cycle ends, request a raw data export and download any invoices individually via Administration > Account > Invoices. Data becomes inaccessible on the termination date and is permanently deleted 30 days later.

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Preguntas frecuentes

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