Support levels and hours of operation
How can I get support?
Sophos Home support can be accessed at https://support.home.sophos.com/hc/en-us
When is support available?
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 provided in English only, but we will use online translating tools to assist users who speak other languages.
Support is closed for 2 days during the holidays (Xmas day, and New Year's day).
Note : There is no phone support for Sophos Home at this time.
Sophos Home Free, as well as Sophos Home Commercial Edition user support is offered via knowledge base articles, and AI chatbot (Sofia), 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 Video Support page. 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. We also feature Sofia, our virtual chatbot, 24/7 to help you find answers to questions/submit requests.
Live chat support is currently provided in English only, but we will use online translating tools to assist users who speak other languages.
Accessing Live Chat via the Sophos Home Dashboard
- Log in to your Premium Sophos Home dashboard
- Click on Sofia's greeting, or Chat with us! button
Accessing Live Chat via Help Center
- Log in to your Premium Sophos Home account
- Click on Sofia's greeting, or Chat with us! button
Alternatively, access our support site, hit Chat with us , and follow Sofia's instructions, if needed, ask for a live agent to get transferred to support
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 Premium Sophos Home account
-
Click 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.