How to Get Support for Duo

To ensure you get the best support experience possible, please follow the steps in this guide.

Due to the highly sensitive nature of our product and security in general, we ask that you do not post configuration files, logs, and other sensitive information within the forums.

What should I post here?

We welcome your contributions and are incredibly grateful for your participation here!

The Duo Community is where you can discuss security challenges, best practices, tips and advice for making the most of Duo. Here you can learn how other Duo admins have set up applications and integrations, including those not officially tested or documented by Duo.

How can I get help?

For advanced troubleshooting and support, please follow these steps:

  1. Read the Duo documentation.
    Admins can find answers on how to install and configure Duo for a wide range of applications and devices. See our end-user guide for info on enrollment, authentication prompts, adding devices, and more.

  2. Search the Knowledge Base.
    You can often find the answer you’re looking for in the Knowledge Base (KB). There are tips and troubleshooting fixes for many of the commonly asked questions we get.

  3. Contact our support team.
    If you still can’t find the answer you’re looking for after checking the Duo docs and KB, you can reach out to the Duo Support Team for help.

How do I contact support?

Support is available during business hours 9 a.m. to 6 p.m. local time Monday through Friday. Duo Care subscribers can benefit from extended Premium Support services. Please note: Our support team works directly with Duo admins. If you are not an administrator for the Duo account, please contact your organization’s helpdesk or IT department.

  • Email: All administrators, including those on Duo Free, can submit a case to Duo Support by emailing support@duosecurity.com. Paying edition customers are entitled to initial response guarantees as defined on duo.com/support. Please be sure to email Support from the email address that is an administrator on your Duo account and include your account ID in your message. To ensure that you receive replies, whitelist support@duosecurity.com and support-noreply@duosecurity.com.

  • Support Portal: You can submit a case to Duo Support and view cases submitted by others in your organization. Learn more here.

  • Chat: Paying edition customers can chat Duo Support directly from our support page during our regular business hours.

  • Phone: Paying edition customers can call us (855) 386-2884. We recommend phone calls for any technical issue requiring immediacy. If you have an ongoing email case, we may proactively reach out to you via phone call to sort out the details and expedite resolution.

Thank you for being a valued member of our community! For feedback and questions, you can reach out to one of our Duo admins or share your thoughts in the site feedback category.

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