Following the advice below will allow us to resolve your query as quickly as possible.
If you haven't already done so check out the many ways to get immediate information and answer your question without contacting us.
You can also follow us on Twitter for rapid notifications and watch our YouTube videos.
For information on malware, spam and threat analyses see our Threat Center.
If your query isn't a problem with installing, configuring, or upgrading our software (or appliances) then you may need to contact another department:
To avoid delays you must provide your Sophos license number (or username) when contacting us. There is no phone or email support for any of our free tools, or Home Edition products (see Help with Free Tools section below). If you received Sophos Anti-Virus, or another product, through your company, college or local authority you must contact them for support.
If you are authorized to contact us, you will need to provide the following information:
Our case management portal (Sophserv) allows you to open, update, view, and managed your support tickets. Our web form also allows you to provide all the required information to give you the best answer straight away and allows you to attach useful files (logs, screenshots, etc.) up to 30MB in size which is useful when the computer doesn't have an email program installed. However you can also phone or email.
Note: You have to register with Sophos ID and request access when using the portal for the first time.
Tip: If you see an error on screen including a screenshot is really helpful. If you see an error in a log file (on an Windows or Mac computer): collect all of the required information with the Sophos Diagnostic Utility.
Our Free Tools do not come with either phone or email support. However we understand you will have questions and therefore each dedicated Free Tools page has information and help on the particular tool.
If you still have a problem there is a large community on our forums waiting to help.
We offer three support packages - Standard, Premium and Platinum. For more information see Sophos Support Packages.
If you've spotted an error or would like to provide feedback on this article, please use the section below to rate and comment on the article. This is invaluable to us to ensure that we continually strive to give our customers the best information possible.
Every comment submitted here is read (by a human) but we do not reply to specific technical questions. If you need technical support please post a question to our community. Alternatively for licensed products open a support ticket.