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Duda Support

This article provides information about Duda Support and how to contact Duda Support.

Supported Languages

  • English

  • Portuguese

  • Spanish

Support Hours

Support is available 24x7 for all supported languages through the web form. For customers on an Agency Plan or above, phone and live chat are available Monday through Friday from 12:00 AM to 5:00 PM PST, with the following exceptions:

  • Portuguese live chat support is available from 9:00 AM to 12:00 PM, and 1:00 PM to 6:00 PM BST (GMT-3).

  • Spanish live chat support is available from 9:00 AM to 12:00 PM, and 1:00 PM to 6:00 PM BST (GMT-3).

  • Phone support is available for Spanish and Portuguese via callback request only.

If you are interested in accessing more support availability, check out the different Duda Plans.

Support Channel Availability by Plan

The support channels you have access to are dictated by your plan:

  • Basic and Team plan. Web form only.

  • Agency, White Label, and Custom plan. Web form, live chat, and phone.

How to Contact Support

To contact support:

  1. If you are in the product, click Help in the top navigation bar, and then click Contact Support.

  2. If you are in the Support Portal, log in using your Duda account credentials. Then, click Contact Support in the top right corner.

  3. Type a question for our AI bot to answer, or type Contact support to view your options for talking to a human agent.

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View Your Existing Tickets

To view your existing support tickets:

  1. Go to the Support Portal and log in with your Duda credentials.

  2. In the top right corner, click your Name, then click My Activities.

Your requests, as well as requests you are cc’d on will display.

Your ticket will also be sent to the email address associated with your account.

Access Live Chat

Available on Agency plan and higher.

To use live chat to contact support:

  1. If you are in the product, click Help in the top navigation bar, and then click Contact Support.

  2. If you are in the Support Portal, log in using your Duda account credentials. Then, click Contact Support in the top right corner.

  3. Type Contact support in the chat bot.

  4. Select Chat.

Note

  • Please note, inquiries related to accounts and billing cannot be accommodated in live chat. For these inquiries, we kindly request submitting an email ticket by selecting the Email option when contacting support.

  • When trying to access chat support after hours, Chat will not show as an available option.

Once an agent is available, your chat will begin.

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Access Phone Support

Available on Agency plan and higher.

Agency plans and higher may request a callback or schedule a screen-share. If you are on a Custom plan, contact your Account Manager to access our VIP support line.

To request a callback or schedule a screen-share:

  1. Go to the Support Portal, and log in with your Duda credentials.

  2. In the top right corner, click Contact Support, and then type Contact support in the chat bot.

  3. Select either the screen-share or the callback option.

  4. After following the prompts, you will receive a ticket number for a callback request. Additionally, a confirmation note with details will be displayed on your screen when scheduling a screen-share session.

Note

  • Please note, inquiries related to accounts and billing cannot be accommodated over the phone. For these inquiries, we kindly request submitting an email ticket by selecting the Email option when contacting support.

  • The callback option will not appear after hours. However, the screen-share option will remain accessible.

Expected Response Times

While we try hard to help our customers as quickly as possible, there are times where circumstances are outside of our control, such as ticket volume peaks, and it causes a slow down in response times. Generally, it is our goal to respond to customers within the following time frames:

  • Web Form. <1 business day

  • Live Chat. <15 minutes

  • Callback Request. <15 minutes

Scope of Support

Duda’s support team will do everything we can to help our customers within reason. Our support team will provide full support of the Duda platform including:

  • How to use the Duda Website Editor.

  • Troubleshooting guidance on using any of the Duda-developed features.

  • Escalations of bug reports.

  • Guidance on new product releases and updates.

  • Questions about white label and team collaboration features.

  • Questions related to the Duda API and developer documentation.

  • Account and billing inquiries (through email tickets only).

  • Questions related to data, security, and privacy protection.

While we will do our best to help where we can, the following are outside the scope of Duda Support:

  • Strategic business advice.

  • Design advice.

  • Legal advice.

  • Customer referrals.

  • Custom code support (this includes Custom Widgets).

  • Support for custom (non-Duda developed) integrations.

  • Support for custom build API workflows.

DudaMobile is no longer supported by Duda Support, but customers can ask questions on our DudaMobile customer forum.

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