Client Support Within America & Canada
OneSpan’s standard support plan provides technical assistance Monday through Friday during standard business hours, except for OneSpan holidays. VASCO’s technical support is available via telephone and e-mail.
***PLEASE NOTE***: OneSpan customers that use Mobile Security Suite, Mobile Authenticator Studio, Mobile Authenticator or Mobile Authenticator ES (formerly DIGIPASS for Apps, DIGIPASS for Mobile, DIGIPASS App, or DIGIPASS for Mobile ES) need to take action before August 2019 to make sure they're compatible with the upcoming release of Android Q. Please read our OneSpan Knowledge Base articles “Prepare your Mobile Security Suite based App for Android Q” or “Prepare your Mobile Authenticator Studio based App for Android Q” to understand what’s required of you and your end-users.
Telephone support is available Monday until Friday 9 AM EST – 5 PM EST except on OneSpan holidays:
Or use the central support number Monday until Friday 8 AM CET – 6 PM CET except on OneSpan holidays:
Email support Monday until Friday 9 AM EST – 5 PM EST except on OneSpan holidays:empty
OneSpan typically provides an e-mail response to the customers’ designated contacts within 4 business hours.
For severity 1 and severity 2 incidents, please contact OneSpan technical support via telephone.
Outside normal business hours, OneSpan provides technical support to customers that have subscribed to the Non-Stop Support-plan. Non-Stop Support Plan holders may call:
Or use the central support number:
Customers who contact the Non-Stop support team will be asked for their Customer ID, which is provided upon initiation of a Non-Stop Support Contract. It is important to provide authorized contacts at your organization with this Customer ID in order to obtain non-stop support without delay.
For severity 1 and severity 2 incidents, please contact OneSpan technical support via telephone.OneSpan offers emergency support for all other customers.