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Superior Customer Support, Every Step of the Way

Check System Status — get the current health of Duo's deployments.

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? Explore the full-coverage benefits of Duo Care premium support or learn how you can accelerate your deployment with Duo Quick Start.

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 any of our 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. Call us, using your regional support phone number as listed below.

Call Duo Support

United States

1 (866) 760-4247

United Kingdom

0800 3585 315

Australia

1300 257 424

Belgium

08 002 67 84

Denmark

80 82 02 16

France

0805 08 43 26

Germany

0800 723 4790

India

000 800 040 3672

Japan

0800 170 5183

Netherlands

0800 022 3681

Norway

800 24 869

Singapore

800 32 11 183

Spain

900 839 077

Indonesia

00 180332160351

Philippines

1800 1320 0267

Taiwan

0080 149 1148

Hong Kong

800 938 751

Malaysia

1800 812 899

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, 7 days a week, 365 days a year for all issues*

    *For the holidays listed below, one or more of our regional teams may be unavailable. On those dates, we offer 24x7x365 for Critical and High-Severity issues only

2022 Holidays by Region

Standard support is not available in these regions on the following observed holidays, and only inbound phone requests (Critical severity issues, or High/Critical for Duo Care) will be prioritized until the next non-holiday date.

US Holidays:

January 1 — New Year’s Day
January 17 — Martin Luther King, Jr. Day
May 30 — Memorial Day
June 20 — Juneteenth (Observed)
July 4 — Independence Day
September 5 — Labor Day
November 11 — Veterans Day
November 24 — Thanksgiving
November 25 — Thanksgiving
December 26 — Christmas Day (Observed)
December 27 — Cisco Designated Holiday
January 2, 2023 — New Year's Day (Observed)

EMEA Holidays:

3 January — New Year’s Day (Substitute)
15 April — Good Friday
18 April — Easter Monday
2 May — Early May Bank Holiday
2 June — Spring Bank Holiday
3 June — Platinum Jubilee Bank Holiday
29 August — Summer Bank Holiday
25 December — Christmas Day
26 December — Boxing Day
27 December — Christmas Day (Substitute)
1 January 2023 — New Year's Day
2 January 2023 — New Year's Day (Substitute)

AU Holidays:

3 January — New Year’s Day
26 January — Australia Day
15 April — Good Friday
18 April — Easter Monday
25 April — Anzac Day
13 June  — Queen’s Birthday
3 October — Labour Day
26 December — Boxing Day
27 December — Christmas Day (Observed)
2 January 2023 — New Year's Day (Observed)

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: Send us an email

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

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

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 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