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Duo Support

Your success is our success.

To start a new case, send a note to your customer support team.

For Customers: support@duo.com
For Managed Service Providers: msp@duo.com

Superior Customer Support, Every Step of the Way

Have questions? Duo is here to help! From your initial deployment to navigating our newest features, we’re committed to providing you the best experience possible.

Knowledge Base

Articles about Duo administration, integration, and product & security for a quick fix to troubleshoot your issue.

Explore our Knowledge Base

Community

Connect with and learn from Duo users and security professionals in our public forum.

Visit Community

Documentation

Detailed resources for installation, configuration, and a wide range of devices and applications.

Search our Docs

System Status

Get the current health of Duo's various deployments.

Check our System Status

End-User Guide

Everything your end users need to know about enrollment, authentication prompts, adding devices and more.

Read our Guide

Resource Library

How-to videos, ebooks, infographics and other materials about zero-trust security, two-factor authentication and Duo products.

Browse our Resource Library

Premium Customer Support

Duo Care provides extended coverage and a dedicated Customer Support team, fostering a long-term success strategy for your organization.

See Duo Care Features

Release Notes

Learn about the most recent updates, enhancements, and features we have added to Duo.

Read the Release Notes

Contacting Support

When can we help?

Duo support is available during business hours, 9:00am-6:00pm local time, Mon-Fri. We offer 24x7x365 assistance for Duo MFA, Duo Access, & Duo Beyond customers experiencing Critical Severity issues.

How should you get in touch with us?

Our Support Portal is available to all paying customers via the left sidebar of the Admin Panel. Use the portal to securely transmit attachments, view your current and previous cases, and leave feedback on issues we've solved! You can also drop us a line at support@duosecurity.com to start a new case.

If you're looking for more immediate or emergency assistance, you can also call us. Find your country's phone number.

Plus, you can monitor our system status at https://status.duo.com.

Who can contact us?

In order to provide you with 24x7x365 coverage, Duo Security requests that you identify a dedicated point of contact who will be available until the issue is resolved.

Duo Security requires that only administrators listed in the Duo Admin Panel contact Duo Support. For security purposes, we will be unable to work with non-admins or individuals residing outside of your organization without a Duo Administrator listed on that account present.

If resolution requires any specific personnel from your organization (i.e network engineers), please have them available to troubleshoot critical severity issues when contacting Duo.

How quickly will we get back to you?

Severity Initial Response Time Definition
Critical 1 business hour

Duo is experiencing a complete outage and no part of the service is working as intended. As a result, your business is unable to access certain applications protected by Duo.


The use of a procedural workaround is not available to continue your normal business operations.


Note: New Duo application setups are considered low severity issues and cannot be troubleshot after-hours.


All Paying & Duo Care Customers should call Duo Support directly if you believe you’re experiencing a critical severity issue. Phone support is the only medium where 24x7x365 support is offered and ensures expedited troubleshooting.

High 2 business hours

Duo is experiencing a partial outage and portions of the service are not working as intended. As a result, users within your organization may be unable to complete authentication or otherwise access Duo-protected applications.


The use of a procedural workaround is not available to continue your normal business operations.


Duo Care customers should call Duo Support directly if you believe you’re experiencing a high severity issue. Phone support is the only medium where 24x7x365 support is offered and ensures expedited troubleshooting.

Medium 4 business hours

Medium-to-low business impact has occurred due to a mis-configuration or change in your 2FA environment and/or infrastructure.


Examples may include, but are not limited to: Administrators changing settings or policies in the Duo Admin Panel, firewall rule changes, user changes in primary authentication environment, etc.


Procedural workarounds may enable you to continue using Duo’s Services without significant impact.

Low 1 business day

Minimal-to-no business impact occurring as a result. This may include topics such as: requesting technical documentation, generalized questions, best practices, or inquiries involving new application setups.

What days are Duo Support unavailable in my region?

Our support team breaks for general inquiries on major U.S. holidays. We do remain available 24x7x365 to our Duo MFA, Duo Access, Duo Beyond or DuoCare customers experiencing Critical Severity issues by telephone.

US Holidays
Christmas Day December 25, 2018
New Year's Day January 1, 2019
Martin Luther King Jr. Day January 21, 2019
Memorial Day May 27, 2019
Independence Day July 4, 2019
Labor Day September 2, 2019
Veterans Day November 11, 2019
Thanksgiving Day November 28, 2019
Day after Thanksgiving November 29, 2019
Christmas Day December 25, 2019
Day after Christmas December 26, 2019
New Year's Day January 1, 2020
UK Holidays
Christmas Day 25 December 2018
Boxing Day 26 December 2018
New Year's Day 1 January 2019
Good Friday 19 April 2019
Easter Monday 22 April 2019
Early May Bank Holiday 6 May 2019
Spring Bank Holiday 27 May 2019
Summer Bank Holiday 26 August 2019
Christmas Day 25 December 2019
Boxing Day 26 December 2019
New Year's Day 1 January 2020

Duo Support Phone Numbers

United States +1 (866) 760-4247

United Kingdom +44 8003 585 315

Denmark +45 8082 0216

Belgium +32 8 002 67 84

France +33 805 08 43 26

Germany +49 8007 234790

Netherlands +31 8000 223681

Spain +34 90 083 90 77

Norway +47 800 24 869

How-To Videos

Find more helpful videos in our technical set-up archive.