In this article:
Prerequisites
- Prior to opening a technical support request, please utilize the available Self-Service Resources to rule out any common issues.
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Active subscription with direct email support (commercial) entitlement. Community support is available for all subscriptions. For additional information see Technical Support Entitlement.
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Twingate Admin
❌ End Users
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.
Technical Support Coverage
Coverage hours can be found at Technical Support Coverage Hours.
What Does Technical Support Assist With?
Areas Twingate Technical Support can provide assistance:
- 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.
Areas Twingate Technical Support is NOT able to provide assistance:
- 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.
Opening a Technical Assistance Request
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Sign into the Twingate Help Center. For additional information please reference Signing into the Twingate Help Center.
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Click Submit a request in the top right corner.
- Using the drop down under Please choose your issue below, select Technical Assistance.
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Input the below fields as they relate to your request:
Issue Type: Select the type of issue observed.
Affected Twingate Component: Select the applicable Twingate component impacted.
Priority: Select the priority level as it aligns to Technical Support Priority Levels.
P1/Urgent is reserved for full production down instances impacting multiple users.
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.
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Once you're ready, click Submit.
I Created a Support Request, Now What?
- 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.
Accessing your Support Request
You can utilize the Twingate Help Center to review your open requests.
- Sign into the Twingate Help Center. For additional information please reference Signing into the Twingate Help Center.
- Click your username at the top right of the Twingate Help Center > My activities.
- Select the applicable open or closed Support Request.
- Replies or attachments can be added to your open Support Request.
* 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.