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Duo Support

Your success is our success.

Where do I go for technical support?

I use Duo or Duo Mobile for work or school:

Please work directly with your organization to get assistance. Only your organization's IT or helpdesk team responsible for implementing Duo is authorized to help you enroll, activate, re-activate, or troubleshoot Duo-related issues.

I am responsible for implementing or managing Duo at my organization and I am a Duo Administrator:

Take a look at our collection of extensively-maintained self-service resources below. If you’re unable to find an answer to your question, 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.

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?

Standard 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. Premium (Duo Care) Support is available 24 hours a day, Mon-Fri. We offer 24x7x365 assistance for Critical and High 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 UK Holidays AU Holidays
New Years Day — January 1, 2020 New Year's Day — 1 January 2020 New Year's Day — 1 January 2020
Martin Luther King, Jr. Day — January 20, 2020 Good Friday — 10 April 2020 Australia Day — 27 January 2020
Memorial Day — May 25, 2020 Easter Monday — 13 April 2020 Good Friday — 10 April 2020
Independence Day (observed) — July 3, 2020 Early May Bank Holiday — 8 May 2020 Easter Monday — 13 April 2020
Labor Day — September 7, 2020 Spring Bank Holiday — 25 May 2020 Queen's Birthday — 8 June 2020
Veterans Day — November 11, 2020 Summer Bank Holiday — 31 August 2020 Labour Day — 5 October 2020
Thanksgiving — November 26, 2020 Christmas Day — 25 December 2020 Christmas Day — 25 December 2020
Day after Thanksgiving — November 27, 2020 Boxing Day (substitute) — 28 December 2020 Boxing Day (substitute) — 28 December 2020
Christmas Day — December 25, 2020 New Year's Day — 1 January 2021 New Year's Day — 1 January 2021
Day after Christmas (substitute) — December 28, 2020
New Year's Day — January 1, 2021

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

Australia +61 (1300) 257424

Japan +81 (800) 1705183

How-To Videos

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