Support levels and hours of operation
Sophos Home Premium customers have access to dedicated support personnel Monday to Friday, 8AM to 8PM Eastern US Time , via chat and webform/email. Support is currently provided on English only, but we will use online translating tools to assist users who speak other languages.
Note 1: A Sophos Home account is required to access support.
Note 2: There is no phone support for Sophos Home at this time.
Sophos Home Free, as well as Sophos Home Commercial Edition user support is limited to knowledge base articles on the Sophos Home Support page.
Searching for a solution in the Knowledge Base
Access the Sophos Home Support page, type the exact error message, query or keywords of what you are looking for in the Search field. The search will return related Knowledge Base articles (documentation and video) with solutions/answers.
Video solutions
We have several videos on our Youtube channel. Have a look! Sophos Home Support videos
Live Chat Support
Live chat support is available to Sophos Home Premium users, Monday to Friday, 8AM to 8PM Eastern US Time.
Live chat support is currently provided on English only, but we will use online translating tools to assist users who speak other languages.
Accessing Live Chat via the Sophos Home Dashboard
(click on the animation to see it in full screen)
- Log in to your Premium Sophos Home dashboard
- Click Support on the lower right hand corner of the page
(click on the image to enlarge it) - Click Live chat
Accessing Live Chat via Help Center
- Log in to your Premium Sophos Home dashboard
- Click on Support at the top of your dashboard.
(click on the image to enlarge it) - Click on Support at the bottom right hand of the page.
(click on the image to enlarge it) - Type keywords related to your concern and hit enter
(click on the image to enlarge it)
- Live chat button will appear, along with suggested knowledge base solutions
Submitting a request via Webform (email support)
Sophos Home Premium users can send questions and ask for assistance via the Submit a request option on top of the Sophos Home Support page. This will generate an email for you to interact with the Sophos Home support team for assistance. Support is currently provided on English only, but we will use online translating tools to assist users who speak other languages.
Email support is provided Monday to Friday, 8AM to 8PM Eastern US Time.
Note to Sophos Home Free users: submitting a ticket is restricted to Premium users, however, users experiencing problems with their account can follow the below steps to submit Account related issues.
- Log in to your Sophos Home dashboard
- Click on Support at the top right of your dashboard. This directs you to the Sophos Home Support page.
(click on the image to enlarge it) - Click on Submit a request.
- Select the appropriate form based on your issue, complete and submit.
- You will receive an email notification with your ticket number and next steps.
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