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Duo Support
We're here to help.
Help Us Help You
Duo is committed to providing you with the best possible experience. From using our product to interacting with our team, we want to be sure you have what you need to keep your accounts and data safe.
Documentation
Detailed documentation, installation and config information for a wide range of devices and apps.
Duo Knowledge Base
Check our extensive knowledge base articles for a quick fix to troubleshoot your issue.
End-User Guide
This is what your end-users should look to for information about enrollment, authentication prompts, adding devices, and more.
Resource Library
Learn even more about security with our how-to videos, e-books, infographics, and more.
Premium Customer Support
Duo Care gives you extended coverage and a dedicated Customer Success team, in addition to our awesome technical support, fostering a long-term strategy for success.
Contacting Support
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.
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
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 quick will we get back to you?
Critical Severity: 1 hour Halts your business operations and no procedural workaround exists. Duo MFA/Duo Access/Duo Beyond customers, please call US (1.866.760.4247) or UK (0800 358 5315 ) to report these issues. Please note that new Duo deployments do not constitute critical severity issues.
High Severity: 2 business hours High impact to portions of your business operations and no procedural workaround exists.
Medium Severity: 4 business hours Medium-to-low impact on your business, but your business continues to function (including the use of a procedural workaround).
Low Severity: 1 business day Low-to-no impact on your business or the performance/functionality of the service.
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, or DuoCare customers experiencing Critical Severity issues by telephone.
| US Holidays | |
| New Year’s Day (Substitute) | January 2, 2017 |
| Memorial Day | May 29, 2017 |
| Independence Day | Monday, July 3, 2017 |
| Independence Day | Tuesday, July 4, 2017 |
| Labor Day | September 4, 2017 |
| Thanksgiving Day | November 23, 2017 |
| Day After Thanksgiving | Friday, November 24, 2017 |
| Christmas Day | December 25, 2017 |
| UK Holidays | |
| New Year’s Day (Substitute) | 2 January 2017 |
| Good Friday | 14 April 2017 |
| Easter Monday | 17 April 2017 |
| Early May Bank Holiday | 1 May 2017 |
| Spring Bank Holiday | 29 May 2017 |
| Summer Bank Holiday | 28 August 2017 |
| Christmas Day | 25 December 2017 |
| Boxing Day | 26 December 2017 |
We’ve made some changes to our editions - find out more in our blog and get your questions answered in the Duo Editions Update: Customer FAQ.
How-To Videos
See more how-to videos in our resource library...