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Superior Customer Support, Every Step of the Way

Resources for Duo Administrators

Are you a Duo Administrator who manages Duo at your organization? Take a look at our collection of extensively-maintained self-service resources below.

Get Started With Duo

Getting Started Guide

Learn the basics

Integrations

Step-by-step instructions

Deployment Guide

Prepare for launch

Setup Videos

Follow along

Product Demos

See Duo in action

Self-Service Support

Knowledge Base - Get answers to frequently asked questions.

Docs - Review our comprehensive product documentation.

Level Up Training - Get trained and certified as a Duo expert.

Help Desk Guide - Learn how to address common user concerns.

Community Forums - Connect with and learn from Duo administrators and security pros.

Need expert help? Learn more about the full-coverage benefits of Duo Care premium support. 

Resources for Individual End-Users

Do you use Duo Mobile for work, school, or to protect your personal accounts, like Instagram or Facebook? Check out the resources below for information on setting up and using Duo.

Self-Service Support

End-User Guide - Learn about enrollment, authentication prompts, adding devices, and more.

InfoSec Glossary - Learn common infosec terminology and clarify acronyms and other jargon.

Blog Articles - Learn more about how Duo works and what we're doing to secure your essential workflows.

Download Duo Mobile
Duo Mobile for Android
Duo Mobile for iOS

How Do I Get Support?

If You're a Named Duo Administrator: 

If you’re unable to find an answer to your question in our self service resources, we encourage you to reach out to us via chat (available in the bottom right corner of this page), or any of our other available support methods listed below. 

If You Use Duo for Work or School:

If you can’t find an answer to your question in our self-service resources, please work directly with your organization to get assistance. Only the team responsible for implementing Duo is authorized to help you enroll, activate, re-activate, or troubleshoot Duo-related issues.

If You Use Duo to Protect Personal Accounts:

Duo Support can only assist named Duo account administrators. If you have a question about Duo Mobile, check out our User Guide. If you're having trouble protecting a third-party application, like Facebook or Instagram, please read this article

Support Options

There are a few different ways to contact Duo Support. Choose the one that works best for you!

  1. Initiate a case by clicking on the Support Panel in the sidebar of your admin dashboard.
  2. Send us an email at support@duo.com.
  3. Launch a chat with a support engineer by clicking the green tab on the bottom right of your browser window.
  4. Call us, using your regional support phone number as listed below.

Call Duo Support

United States

+1 (866) 760-4247

United Kingdom

+44 8003 585 315

Australia

+61 (1300) 257424

Belgium

+32 8 002 67 84

Denmark

+45 8082 0216

France

+33 805 08 43 26

Germany

+49 8007 234790

India

+91 000 800 040 3672

Japan

+81 0800 170 5183

Netherlands

+31 8000 223681

Norway

+47 800 24 869

Singapore

+65 800 32 11 183

Spain

+34 90 083 90 77

When Can I Reach Duo Support?

If you have standard support:

  • 9am-5pm Monday-Friday for all issues
  • 24 hours, 7 days a week for critical severity issues

If you have premium Duo Care support:

  • 24 hours, Monday-Friday for all issues
  • 24 hour, 7 days a week, 365 days a year for critical and high severity issues

2020 Holidays by Region

Duo Support is not available in these regions on the following days:

US Holidays:

January 1 — New Year’s Day
January 20 — Martin Luther King, Jr. Day
May 25 — Memorial Day
July 3 — Independence Day (Observed)
September 7 — Labor Day
November 3 — Election Day
November 11 — Veterans Day
November 26 — Thanksgiving
November 27 — Day after Thanksgiving
December 25 — Christmas Day
December 28 — Day after Christmas (substitute)
January 1, 2021 — New Year’s Day

UK Holidays:

1 January — New Year’s Day
10 April — Good Friday
13 April — Easter Monday
8 May — Early May Bank Holiday
25 May — Spring Bank Holiday
31 August — Summer Bank Holiday
25 December — Christmas Day
28 December — Boxing Day (substitute)
1 January, 2021 — New Year’s Day

AU Holidays:

1 January — New Year’s Day
27 January — Australia Day
10 April — Good Friday
13 April — Easter Monday
6 June  — Queen’s Birthday
5 October — Labour Day
25 December — Christmas Day
28 December — Boxing Day (substitute)
1 January, 2021 — New Year’s Day

How Quickly Will Duo Get Back to Me?

Severity Initial Response Time Definition Business Impact What You Should Do

Critical

1 business hour

Duo is experiencing a complete outage and no part of the service is working as intended.

High, outage prevents access to applications

Call Duo Support directly

High

2 business hours

Duo is experiencing a partial outage and portions of the service are not working as intended.

High, users may be unable to access applications

Duo Care customers: call Duo Support directly
Other paying customers: live chat with us

Medium

4 business hours

You are experiencing service interruptions due to a mis-configuration or change in your 2FA environment and/or infrastructure.

Medium-to-low

Live chat with us
Send us an email

Low

1 business day

This may include topics such as: requesting technical documentation, generalized questions, best practices, or inquiries involving new application setups.

Minimal-to-none

Live chat with us
Send us an email

Get Premium Support with Duo Care

Get full coverage from Duo through extended support hours to quickly remediate any issues. Reach us in the way that is most convenient for you – phone, chat or email. 

Learn More About Duo Care

Release Notes

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

See Release Notes

Integrate With Duo

Partner with us to provide your customers with a seamless MFA experience.

Learn More About Partnerships

Check System Status

Get the current health of Duo's various deployments.

See System Status Details