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Duo Support

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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.

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Duo Knowledge Base

Check our extensive knowledge base articles for a quick fix to troubleshoot your issue.

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System Status

Check the current real-time status of Duo's systems.

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End-User Guide

This is what your end-users should look to for information about enrollment, authentication prompts, adding devices, and more.

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Resource Library

Learn even more about security with our how-to videos, e-books, infographics, and more.

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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.

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Community

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

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Contacting Support

How should you get in touch with us?

Email is the best way to create a case – it's easiest to share technical data, error messages and system information with your Duo support representative that way. Drop us a line at support@duosecurity.com.

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.

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.

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 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...