Prior to opening a technical support request, please utilize the available Self-Service Resources to rule out any common issues.
An active subscription with ticketed support entitlement.
Community support is available for all subscriptions. For additional information see Technical Support Entitlement.
Twingate Admin
Please directly engage your Twingate Admins for any Twingate related inquiries or issues. Due to security and liability reasons, Twingate personnel are required to work directly with Twingate Admins.
Coverage hours can be found at Technical Support Coverage Hours.
Native Twingate Connector or Twingate Client fault/errors.
Twingate component or feature not working as expected.
Twingate connectivity troubleshooting assistance if the Self-Serve Troubleshooting Guide does not resolve the observed issue.
Billing - Please see Subscription Management.
Access or Permissions - To uphold the security of our customers, Twingate personnel are unable to perform user account changes (such as 2FA reset or changing a user's role).**
Twingate implementation or configuration. Please contact your sales representative should you require assistance with these.
Issues that arise with third party applications, operating systems, networks, or known incompatibilities.
Twingate is unable to provide support for environmental configurations that break Twingate functionality.
Twingate CLI, custom API scripts, or deployment scripts.
Sign into the Twingate Customer Portal. For additional information please reference Signing into the Twingate Customer Portal.
Click Create Ticket in the top right corner.
Using the drop down, select Technical Assistance.
Input the below fields as they relate to your request:
Issue Type: Select the type of issue observed.
Priority: Select the priority level as it aligns to Technical Support Priority Levels.
P1/Urgent is reserved for full production down instances impacting your entire organization.
Twingate Component (optional): Select the applicable Twingate component impacted.
Subject: Brief statement of your issue
Description:
It is our goal to provide you with a solution as quickly as possible. Please answer or provide the below details to help speed things along.
The name or ID of the Connector, Resource, User, or Device impacted.
Any applicable results from Self-Serve Troubleshooting Guide.
Has this ever worked?
Has anything changed?
When the issue occurs or had occurred (timestamp).
How often does the issue happen?
Any relevant error messages available.
Is this is an isolated issue or wide-spread?
Attachments:
Please include the full log bundle of the Twingate component affected for our analysis. Instructions for obtaining full log bundles can be found at Client Logs or Connector Logs.
Once you're ready, click Submit.
You will get an email when your Support Request has been created.
We will review the reported issue and reach out via email to obtain any additional information or next steps.
You can utilize the Twingate Customer Portal to review your open requests.
To access the customer portal, sign into the Twingate Admin Console and click Help, then Support. For additional information please reference Signing into the Twingate Customer Portal.
Select the applicable Support Request.
Replies or attachments can be added to your open Support Request.
Note: if you wish to be able to see all of your organisations tickets, please request this via the Twingate Support team who can enable you as a portal admin.
* Unless stated otherwise in your Support Services Agreement.
** In extraordinary circumstances where Twingate personnel are required to intervene for account recovery, sufficient proof-of-identity showing ownership of the user account's email domain will be required.