In the Contact Information tab of the user profile (User Icon My Profile Contact Information), you can add and edit contact information.

Add a Contact Method

Add contact methods where you want to receive notifications when you are assigned an incident. The following contact methods are available:

• Mobile App
• Phone and Email
• Slack
• SMS
• WhatsApp (in Early Access)

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Recommended

PagerDuty highly recommends that you:

• Set up multiple contact methods.
• Ensure that your notification sound settings are enabled.

This reduces the chance that you will miss an incident notification.

To test that the connection between PagerDuty and your contact method is functioning, follow the instructions in Test a Contact Method.

Once you have added contact method(s), you must configure your Notification Rules, which determine how and when you will be notified about incidents.

Note: After adding a contact method, High-Urgency notification rules are automatically configured. To make additional changes, refer to Edit a Notification Rule or Delete a Notification Rule.

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Maximum Number of Contact Methods

Each user can have up to 10 different contact methods. However, users are limited to three phone numbers for phone notifications and three phone numbers for SMS.

Add a Phone or Email Contact Method

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Toll-Free Numbers

Toll-free numbers are not supported as a contact method. Toll-free numbers are subject to additional regulations and restrictions that differ by region/country, and reliable delivery cannot be guaranteed.

To add phone or email contact methods:

1. Navigate to User Icon My Profile Contact Information tab.
2. Follow the instructions for your preferred notification method:
   • Voice:
     1. Go to Voice.
     2. Click Add Phone Number.
     3. Enter the phone number.
     4. Select the phone number type (e.g., Work, Mobile, etc.) from the dropdown. If needed, you can configure a phone number with an extension.
     5. Click Save.
   • Email:
     1. Go to Email.
     2. Select Add Email Address.
     3. Enter the email address.
     4. Select the email type (e.g., Work, Home, etc.) from the dropdown.
        • (Optional) Select the Send Short Email checkbox to receive short email notifications designed for smaller devices like pagers or mobile phones.
        • (Optional) Select the Send HTML Email checkbox if you want to receive HTML emails.
          If you leave both checkboxes unchecked, you will receive plain-text emails. Refer to Notification Content and Behavior article for examples of HTML vs plain text emails.
     5. Click Save.

Phone Contact Methods with an Extension or Delay

When configuring your phone notification methods, you may need to account for pauses, direct extensions, or key presses. You can achieve this by entering one or more commas (,), which each represent a one-second delay.

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Tip

Depending on your phone system, you may need to add commas for pauses before AND after your direct extension.

1. In the web app, go to User Icon My Profile Contact Information tab.
2. In the Voice section, click to the right of the phone number you want to edit, or click Add Phone Number.
3. Enter your phone number, followed by a comma (,), then your extension.
4. Click Save.

Examples

Phone Number Formatting

PagerDuty uses a third-party provider to validate phone numbers. Phone numbers may not exceed 40 characters, and may only include digits from 0–9 and the following symbols: comma (,), asterisk (*), and pound (#).

In some countries, providers require you to format numbers in a specific way. Due to limitations with local providers, Mexico-based SMS contact methods must be free of area code prefixes. For example, the PagerDuty system automatically removes the leading 1 in the phone number +52 15558889999 and reformat it as +52 5558889999. This improves SMS reply deliverability and processing.

Additionally, trunk prefixes from the following countries and regions are not supported:

• France
• Romania
• UK
• Denmark
• Germany
• Australia
• Thailand
• India
• North America

You must remove trunk codes before adding a phone number as a contact method. For example, a UK-based number with local formatting 01332 412 251 must be formatted for international use without the leading 0, i.e., +44 1332 412251. Trunk codes or prefixes vary by region and may be different from the example provided.

Add a Slack Contact Method

PagerDuty relies on a variety of third parties for notifications. PagerDuty recommends configuring a secondary contact method as a backup to avoid delays caused by availability, traffic, or uptime issues. This ensures the timely delivery of notifications when seconds matter.

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Limitation

Slack's notification delivery is not rate-limited based on account type. However, free accounts have limited access to certain features like workflows and integrations that might affect how notifications are configured.

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Requirement

You must have a PagerDuty Slack integration configured with Workspace and user account mapping. View the Slack Integration Guide for more details.

To add a Slack contact method:

1. Navigate to User Icon My Profile Contact Information tab.
2. Go to Slack Extension, click Slack Workspace, and select your Workspace from the dropdown.
3. Click Save.

When you are assigned to an incident, you will receive an incident notification as a direct message from the PagerDuty Slack App. Refer to the Slack User Guide for more information on responding to Slack incident notifications.

Add an SMS Contact Method

To receive PagerDuty notifications via SMS, you must first verify your phone number. Verification codes are sent directly to the new SMS number and cannot be sent to other numbers or users for the verification process. Unverified phone numbers cannot receive SMS notifications.

To add an SMS contact method:

1. Navigate to User Icon My Profile and select the Contact Information tab.
2. Go to Text Messaging/SMS and click Add Text Messaging/Add SMS Number.
3. Enter your phone number, select the phone number type (e.g., Work, Mobile, etc.) from the dropdown, and click Send Verification.

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Supported Countries

Refer to Supported Countries for the list of countries where SMS notifications are supported. If you are in a country with partial support (i.e., marked with an asterisk, *), you may not receive the verification message due to local regulations and circumstances beyond PagerDuty's control. You can click Resend code to receive another code. However, PagerDuty recommends using the PagerDuty Mobile App as a primary notification method, as push notifications are delivered much more reliably.

4. When you receive a six-digit verification code on your device, enter it in the modal that appears and click Verify.

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API Users

Users added via the REST API (e.g., using Terraform) must manually verify their phone number in the PagerDuty web app. They will see the following banner at the top of their view, instructing them to do so:

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Reminder

You will receive a reminder email in the event you leave a Contact Method unverified for an hour or longer. This reminder is sent once per Contact Method.

Add a WhatsApp Contact Method

For global organizations where SMS is not ideal, you can configure WhatsApp as a notification method. WhatsApp numbers must be verified prior to receiving notifications. Unverified numbers cannot receive WhatsApp notifications.

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Notes

• You cannot use the same number for SMS and WhatsApp, and you must select one or the other. If you have multiple numbers, you can use one number for SMS and another for WhatsApp.
• You can switch an existing SMS number to be used with WhatsApp. When switching between WhatsApp and SMS, notification rules are automatically replaced by the selected method.
• In cases where messages cannot be delivered on WhatsApp, the fallback message is sent via SMS.
• Admins: To block WhatsApp as a notification channel for your organization, contact [email protected].

To add a WhatsApp contact method:

1. Navigate to User Icon My Profile, and Contact Information tab.
2. Go to Text Messaging and click Add Text Messaging.
3. Enter your phone number and select the phone number type (e.g., Mobile, Home, etc.) from the dropdown. If supported, the WhatsApp option will appear as an applicable notification method.
4. Click Send Verification.
5. Once you receive a notification from PagerDuty in WhatsApp, tap Verify to complete the Setup.

Find out more on the types of notifications you can receive with WhatsApp.

Test a Contact Method

You may want to send a test notification to confirm that your contact method was added correctly.

To test a contact method:

1. In the PagerDuty web app, navigate to User Icon My Profile Contact Information tab.
2. Click Test to the far right of the contact method you want to test.

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Test Notifications for Phone and SMS

Test notifications for phone and SMS contact methods are not available in all countries. Refer to Supported Countries for more information.

The above method establishes a connection between PagerDuty and your contact method without creating a test incident. If you want to test a contact method using a test incident that mimics a production incident, you may also:

• Trigger an incident on a service that uses an escalation policy you are currently on-call for.
• Add an Events API V2 integration to your service that provides a curl command to generate a test incident. For more information, refer to API Reference.

Edit a Contact Method

1. Navigate to User Icon My Profile Contact Information tab.
2. Click to the right of the contact method you want to edit.
3. Make the required changes.
4. Click Save.

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Too Many Edits

You can edit contact methods up to 10 times within a 24-hour period. If you receive the "Contact methods cannot be modified at this time" error, wait for 24 hours and try again.

Delete a Contact Method

1. Navigate to User Icon My Profile Contact Information tab.
2. Click to the right of the contact method you want to delete.
3. Click OK to accept the confirmation.

View Mobile App Devices

Under Mobile App on your user profile, you can view which devices are registered to receive push notifications. A device is registered to receive push notifications when you log in to the mobile app.

Expired Mobile Devices

An Expired flag next to a mobile device means that you have not logged into or accessed the mobile app in some time. For security reasons, the PagerDuty system expires the token. To re-enable the device, remove it as a contact method and then log in to your PagerDuty account on your preferred device.