Support
The Delinea Support Community is available at: https://support.delinea.com/s/.
This page provides a high-level summary of support options.
Support options depend on license status, with paid licenses having more support channels. See our Support Services Guide for complete details about our support policy.
Free Licenses
If you have a free license, use this document collection to find information about DSV and how to use it.
Paid Licenses
Paid DSV subscribers have access to support by phone and email. You also can open a case in Delinea's support ticketing system, which promotes follow-through to issue resolution.
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Use the means you prefer, except for Severity 1 issues—for those, always use phone support.
Severity 1 means a critical problem that has caused complete loss of service and work cannot reasonably continue at your worksite.
Obtaining a Support PIN
To obtain support by email or phone, first log in to the Support Portal to obtain a PIN. The PIN validates that your license includes support, and you must provide the PIN in your email or when you call. The PIN also makes it easier for the person helping you to locate your customer records and give you better support.
- Visit the Support Portal Login Page using the credentials you received when your organization subscribed to the DSV service.
- After logging in, you will be on the main page. Click on the large blue bar labeled PIN to obtain a PIN number.
Support by Phone
Delinea delivers support by phone worldwide. Select the applicable number from this list:
| Region | Country | Support Number |
|---|---|---|
| AMERICAS | all | +1 202 991 0540 |
| EMEA | UK | +44 20 3880 0017 |
| Germany | +49 69 6677 37597 | |
| APAC | Australia | +61 3 8595 5827 |
| Philippines | +63 2 231 3885 | |
| New Zealand | +64 9-887 4015 | |
| Singapore | +65 3157 0602 |
Support by Email
Send your email to support@thycotic.com with the PIN number as part of the subject line of your email, for example:
- PIN 345 Workflow Stopped Unexpectedly
Include this information:
- company name
- contact name
- contact phone number
- product name
- details of the issue
You must send your email using an email address already noted in your account with Delinea.
- Sending a support request from an email address not on file may delay our response.
Support Ticketing
As an alternative to support by email or phone, you can open a support ticket and track your issue to resolution.
- Visit the Support Portal Login Page/login using the credentials you received when your organization subscribed to the DSV service.
- After logging in, you will be on the main page. Click the Cases tab, then Create a Case.
- Follow the instructions to complete your case.
