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Duo Administration - Telephony Credits

Last Updated: September 9th, 2024

Contents

Overview

Duo's telephony usage includes activation and authentication SMS messages and authentication phone calls for both end users and Duo administrators. Duo debits your telephony credit balance for each authentication call or SMS message sent (as per the rate card).

If you ever exhaust your telephony credit balance, your users will not be able to receive authentication phone calls or text messages. They will still be able to authenticate using non-telephony methods: Duo Push, Duo Mobile passcodes, and hardware tokens. Duo Push and Duo Mobile-generated passcodes — are app-based and have no telephony cost, but require a smartphone or other mobile device.

Paid accounts are issued credits yearly, and may purchase extra telephony credits as needed. Duo Free account holders can also purchase additional telephony credits.

Types of Telephony Credits

There are two types of telephony credits: allowance credits and backup credits. All account holders — even those using free accounts — can purchase backup credits, but only paid accounts are issued allowance credits.

  • Allowance credits are refilled automatically every year for all paid accounts. Duo Premier, Duo Advantage, and Duo Essentials plan accounts with automatic billing receive 100 credits per user per year. For example, a customer subscribing to the "Up to 30 users" Duo Essentials plan will receive 3,000 Allowance Credits per year. Unused allowance credits do not roll over.

    For additional information on telephony credits in Duo's paid plans, please contact us.

    Please note that Duo Free plan customers and educational institutions subscribing to any Duo plan do not receive allowance telephony credits.

  • Backup credits are used if you run out of allowance credits during the year. Purchase backup credits at any time with a 1,000 credit minimum. All customers on all Duo editions may purchase backup credits. Backup credits do not expire, and the unused balance carries forward. Backup credits are used only when no allowance credits are available.

Monitoring and Purchasing Credits

Duo automatically notifies all account administrators when the credit balance falls below a pre-determined percentage of your total credits. You can configure the low-credit alert and set the maximum credits per user authentication in your account's Settings.

Role required: Owner or Billing.

You can check your balances for both types of credits and purchase backup credits using the Telephony Credits page.

  1. Log in to the Duo Admin Panel and click Billing in the left sidebar, and then click Telephony Credits in the submenu.

  2. The Telephony Credits page shows your available allowance and backup telephony credits.

    Telephony Credit Summary

    For a detailed view of the calls and SMS messages that have debited your account, click the Telephony Logs button in the upper right corner.

  3. To purchase backup credits, enter the number of credits you wish to buy (minimum 1,000) in the "Credits to add" box. The total cost of the credits is calculated and displayed. Click the Purchase Credits button to finish.

    Purchase Backup Telephony Credits

A valid credit card must be associated with your account to purchase backup telephony credits. Click Billing then Payment Info in the Duo Admin Panel to add your card information.

Customers who purchased Duo telephony credits through Cisco Commerce Workspace (CCW) must purchase additional credits in CCW, not from the Duo Admin Panel.

Customers who purchased the User Protection Suite can only purchase backup credits from the Duo Admin Panel.

You can also access the Telephony Log from the Duo Admin Panel Dashboard:

  1. Log in to the Duo Admin Panel and click Reports in the left sidebar. Click Telephony Log in the Reports submenu.

  2. The Telephony Log page lists SMS and phone events with the associated phone number and telephony credit usage for that event. The log also includes each event's context, or the type of action that triggered the telephony usage. For example, "Authentication" is an end user requesting SMS passcodes or a phone call verification during Duo two-factor login.

Supported Countries

At Duo, we’re constantly expanding our international footprint. To do so, we’ve built out infrastructure which guarantees telephony support in a variety of regions.

The list below includes countries for which Duo has done a reliability audit. A "No" value in the table for a country doesn't mean that method won't function, but that we are not comfortable stating "Yes" for that country and method for a variety of reasons (typically due to phone number expense and/or telephony reliability).

If a country does not appear on the list below it does not mean telephony in the region is unsupported. Absence from the list means that we haven’t completed an audit of the region to ensure it meets our telephony standards. We are proactively expanding our list of supported countries in conjunction with local telco providers.

That being said, in some cases countries have phone numbers that are prohibitively expensive (certain mobile carriers, satellite phones, etc.). These numbers are not supported at this time.

Customers doing business in the countries below can leverage the following telephony methods:

Country Phone Callback SMS
Australia Yes 1 Yes
Austria Yes Yes *
Belgium No Yes
Brazil Yes Yes
Canada Yes Yes
Chile Yes Yes *
Czech Republic Yes Yes
Denmark Yes Yes
Egypt No Yes *
Finland No Yes *
France Yes Yes *
Germany Yes Yes
Hungary Yes Yes
India Yes Yes 2
Ireland No Yes
Italy No Yes
Japan Yes Yes
Kenya No Yes *
Kuwait Yes Yes *
Latvia No Yes *
Luxembourg No Yes *
Mexico Yes Yes
Morocco No Yes *
Netherlands Yes Yes
Nigeria No Yes *
New Zealand Yes Yes
Norway No Yes
Poland No Yes *
Puerto Rico Yes Yes
Saudi Arabia Yes Yes *
Singapore Yes Yes
South Africa Yes Yes *
Spain Yes Yes
Sweden Yes Yes
Switzerland No Yes
United Arab Emirates No Yes *
United Kingdom Yes Yes *
United States Yes Yes
  1. Customized outgoing caller ID not supported in Australia per Australian Communications Alliance publication C661:2020.

  2. Review details about SMS support for India in Duo KB article 2093.

Some supported countries (indicated by *) require additional customer account validation prior to being able to receive SMS. If you have questions about country telephony support, please reach out through your account representative or contact us.

Rate Card

This is the potential rate card associated with supported countries, which includes rate information for countries not yet audited for telephony reliability

Text messages to most areas of the US and Canada cost 1 credit each and phone calls to most areas of US/Canada cost 2 credits each. See the table below for credit charges to other countries.

  • Cells with multiple values (like "10 / 20") mean that cost depends on the type of phone. For example, calling mobile phones is generally more expensive than calling landlines.
  • The default maximum credit cost is 20 credits for a single phone call or SMS. The maximum credits per action can be changed from the Duo Admin Panel in the Max credits per action setting in "Telephony Credits" section of the Settings page. If you know that telephony rates for your users should never exceed a certain amount, based on your review of the rate card below, consider reducing the maximum allowed credits below 20.

Note: This rate card is provided as a general guide to telephony costs. Certain individual phone numbers may in fact be more expensive.

Supported Countries:

Country Phone Call SMS Message Country Code
Australia 5 / 20 3 61
Austria 5 / 20 / 50 10 43
Belgium 5 / 20 10 32
Brazil 5 / 30 5 55
Canada 2 / 30 / 150 1 1
Chile 5 / 20 / 40 10 56
Czech Republic 10 / 40 10 420
Denmark 5 / 20 5 45
Egypt 30 5 20
Finland 10 / 20 10 358
France 5 / 20 7 33
Germany 5 / 20 / 30 10 49
Hungary 5 / 30 10 36
India 5 5 91
Ireland 5 / 20 / 30 10 353
Italy 5 / 20 / 30 / 40 10 39
Japan 5 / 20 5 81
Kenya 20 / 30 5 254
Kuwait 20 5 965
Latvia 10 / 40 / 60 10 371
Luxembourg 5 / 40 5 352
Mexico 5 / 10 / 20 5 52
Morocco N/A 5 212
Netherlands 5 / 10 10 31
New Zealand 10 10 64
Nigeria 20 / 30 5 234
Norway 5 / 30 / 40 10 47
Poland 5 / 30 5 48
Puerto Rico 5 5 1-787, 1-939
Saudi Arabia 20 / 30 5 966
Singapore 5 5 65
South Africa 10 / 30 10 27
Spain 5 / 20 5 34
Sweden 5 / 10 10 46
Switzerland 5 / 20 / 40 / 70 5 41
United Arab Emirates 30 5 971
United Kingdom 5 / 30 / 40 4 44
United States 2 / 5 1 1

Countries without Duo review:

Country Phone Call SMS Message Country Code
Afghanistan 50 5 93
Albania 20 / 50 5 355
Algeria 10 / 20 / 30 10 213
American Samoa 20 10 1-684
Andorra 10 / 50 5 376
Angola 30 / 40 5 244
Anguilla 20 / 40 / 150 5 1-264
Antigua and Barbuda 20 5 1-268
Argentina 5 / 30 10 54
Armenia 20 / 40 10 374
Aruba 20 / 30 / 40 10 297
Azerbaijan 40 10 994
Bahamas 10 / 150 5 1-242
Bahrain 30 / 40 / 150 5 973
Bangladesh 10 20 880
Barbados 20 / 30 / 40 5 1-246
Belarus 50 10 375
Belize 40 / 50 5 501
Benin 40 5 229
Bermuda 20 / 150 5 1-441
Bhutan 30 10 975
Bolivia 20 / 30 10 591
Bosnia and Herzegovina 20 / 60 5 387
Botswana 20 / 40 10 267
Brunei 10 5 673
Bulgaria 10 / 60 / 70 20 359
Burkina Faso 40 5 226
Burundi 40 10 257
Cambodia 20 5 855
Cameroon 30 / 40 5 237
Canary Islands 5 N/A N/A
Cape Verde 50 5 238
Cayman Islands 20 / 30 / 150 5 1-345
Central African Republic N/A 5 236
Chad 50 5 235
China 5 10 86
Colombia 10 / 20 10 57
Comoros 90 10 269
Cook Islands N/A 5 682
Costa Rica 10 10 506
Croatia 10 / 40 5 385
Cuba N/A 5 53
Cyprus 10 20 357
Djibouti 60 5 253
Dominica 40 / 150 5 1-767
Dominican Republic 10 / 20 / 30 / 150 5 1-809, 1-829, 1-849
East Timor N/A 10 670
Ecuador 20 / 40 10 593
El Salvador 40 5 503
Equatorial Guinea 40 5 240
Eritrea 60 5 291
Estonia 10 / 60 / 90 10 372
Ethiopia 40 / 50 5 251
Faroe Islands 40 5 298
Fiji 60 5 679
French Guiana 20 / 60 10 594
French Polynesia 50 20 689
Gabon 30 / 40 5 241
Gambia 70 5 220
Georgia 10 / 30 10 995
Ghana 20 / 40 5 233
Gibraltar 20 / 40 / 50 5 350
Greece 5 / 30 10 30
Greenland 90 5 299
Grenada 20 / 30 / 40 / 150 5 1-473
Guadeloupe 20 / 50 20 590
Guam 10 / 130 20 1-671
Guatemala 30 10 502
Guinea 40 5 224
Guinea-Bissau N/A 5 245
Guyana 40 10 592
Haiti 30 / 40 10 509
Honduras 20 / 40 10 504
Hong Kong 5 5 852
Iceland 10 / 40 / 50 5 354
Indonesia 10 / 20 5 62
Iran 30 5 98
Iraq 20 / 30 5 964
Israel 5 / 20 / 50 10 972
Ivory Coast N/A 10 225
Jamaica 20 / 30 / 40 / 150 5 1-876
Jersey N/A 5 44-1534
Jordan 10 / 20 10 962
Kazakhstan N/A 10 7
Kiribati N/A 5 686
Kyrgyzstan 20 5 996
Laos 20 5 856
Lebanon 20 / 30 5 961
Lesotho 60 10 266
Liberia 50 10 231
Libya 50 5 218
Liechtenstein 10 / 130 5 423
Lithuania 20 / 40 / 90 5 370
Macau 10 5 853
Macedonia 20 / 50 5 389
Madagascar 50 5 261
Malawi 30 5 265
Malaysia 1 5 / 10 5 60
Maldives 40 5 960
Mali 30 / 40 5 223
Malta 20 / 50 5 356
Martinique 20 / 60 / 80 20 596
Mauritania 40 5 222
Mauritius 30 5 230
Micronesia 40 5 691
Moldova 30 / 40 10 373
Monaco 10 / 50 5 377
Mongolia 30 5 976
Montenegro 30 / 50 5 382
Montserrat 30 / 150 5 1-664
Mozambique 30 / 40 5 258
Namibia 20 / 50 5 264
Nauru N/A 5 674
Nepal 30 / 40 5 977
Netherlands Antilles 20 / 30 10 599
New Caledonia 50 5 687
Nicaragua 30 / 40 5 505
Niger 30 5 227
Northern Mariana Islands 20 / 130 N/A 1-670
Oman 30 5 968
Pakistan 30 5 92
Palestine 50 10 970
Panama 5 / 10 / 20 10 507
Papua New Guinea N/A 5 675
Paraguay 20 / 40 5 595
Peru 5 / 10 / 20 / 40 5 51
Philippines 30 5 63
Portugal 5 / 20 10 351
Qatar 40 5 974
Réunion 50 / 60 20 262
Republic Of The Congo N/A 10 242
Romania 10 / 30 / 50 10 40
Russia 5 / 20 / 30 5 7
Rwanda 20 / 30 5 250
Saint Kitts and Nevis N/A 5 1-869
Saint Lucia N/A 5 1-758
Saint Pierre and Miquelon N/A 10 508
Saint Vincent and the Grenadines N/A 5 1-784
Samoa 70 5 685
San Marino 10 10 378
Sao Tome and Principe N/A 10 239
Senegal 30 / 40 10 221
Serbia 20 / 40 / 50 5 381
Seychelles 30 10 248
Sierra Leone 70 10 232
Slovakia 10 / 40 10 421
Slovenia 10 / 50 / 60 5 386
Solomon Islands N/A 5 677
Somalia 80 10 252
South Korea 5 / 20 10 82
South Sudan N/A 5 211
Sri Lanka 30 5 94
Sudan 30 5 249
Suriname 40 5 597
Swaziland 20 / 40 5 268
Syria 40 5 963
Taiwan 5 / 20 5 886
Tajikistan 30 5 992
Tanzania 30 5 255
Thailand 5 5 66
Togo 60 5 228
Tonga 60 5 676
Trinidad and Tobago 30 / 150 5 1-868
Tunisia 40 / 70 5 216
Turkey 10 / 30 5 90
Turkmenistan 40 10 993
Turks and Caicos Islands 40 / 150 5 1-649
Uganda 30 5 256
Ukraine 20 / 30 10 380
United States (Alaska) 2 / 5 / 40 1 1
Uruguay 20 / 40 10 598
Uzbekistan 20 10 998
Vanuatu N/A 20 678
Vatican City 5 N/A 379
Venezuela 5 / 10 / 30 10 58
Vietnam 10 / 20 5 84
Virgin Islands (U.S.) 5 / 230 5 1-340
Virgin Islands (British) 40 / 150 5 1-284
Yemen 30 5 967
Zambia 20 / 40 5 260
Zimbabwe 20 / 60 / 80 5 263
  1. Due to this new regulation, enrollment messages will appear with X's for the URL in a SMS. We recommend sending this URL via email instead.

Troubleshooting

Need some help? Try searching our Knowledge Base articles or Community discussions. For further assistance, contact Support.

Some supported countries (indicated by *) require additional customer account validation prior to being able to receive SMS. If you have questions about country telephony support, please reach out through your account representative or contact us.