In the Contact Information tab of the user profile (User Icon My Profile Contact Information), you can add and edit basic contact information and personal details, as well as view recent account activity.

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Required User Permissions

• All users can create, edit and delete their contact information.
• Admins and Global Admins can create, edit and delete contact information for all users, except the Account Owner. The Account Owner can create, edit and delete all users’ contact information.

Edit Personal Information

To edit your, or another user's, personal information:

1. Navigate to User Icon My Profile Contact Information tab.
   1. Note: To edit another user's personal information, navigate to People Users and select the desired user's name.
2. Click the icon to the right of your desired field:

3. Click Save.

Add a Contact Method

Add contact methods that you would like to be notified at when an incident is assigned to you. The following contact methods are available:

• Phone and Email
• Slack
• SMS

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Recommended

We highly recommend 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 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 will automatically be configured. To make additional changes, please read 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 3 phone numbers for phone notifications and 3 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:
   1. Add Phone Number: Enter the phone number, select the phone number type (e.g., Work, Mobile, etc.) from the dropdown. If needed, you can configure a phone number with an extension.
   2. Add Email Address: Enter the email address, select the email type (e.g., Work, Home, etc.) from the dropdown. You may optionally select Send Short Emails if you would like short email notifications that are geared towards smaller devices like pagers or mobile phones. You may optionally select Send HTML Emails if you would like to receive HTML emails. If you leave both checkboxes unchecked, you will receive plain text emails. Please see our Notification Content and Behavior article for examples of HTML vs plain text emails.
3. 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 section Phone, click to the right of the phone number you’d like 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 (#).

Providers in some countries require us to format numbers in a specific way. Due to limitations with local providers, we require all Mexico-based SMS contact methods to be free of area code prefixes. For example, our system will automatically remove the leading 1 in the phone number +52 15558889999 and reformat it +52 5558889999. This improves deliverability and processing of SMS replies.

Additionally, we do not support trunk prefixes from the following countries and regions:

• 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. We recommend that you always have a secondary contact method configured for backup to avoid delays due to availability, traffic or uptime. This ensures timely delivery of notifications when seconds matter.

For those customers using a free Slack account, there may be stricter rate limits on notifications that impact delivery.

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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. Click Add 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. Please see our Slack User Guide for more information on how to respond to Slack incident notifications.

Add an SMS Contact Method

In order 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. Click Add SMS Number.
3. In the Add SMS Number modal, 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

Please read 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, *) it is possible that you will not receive the verification message due to local regulations and circumstances beyond PagerDuty's control. You can click Resend code to try to receive another code, however we recommend using the PagerDuty Mobile App as a primary notification method, as push notifications are delivered much more reliably.

4. PagerDuty will send a verification code to your device; enter the six-digit code and click Verify.

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API Users

Users that were added using the REST API (e.g., using Terraform) will need to 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:

Test a Contact Method

You may wish 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’d like 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. Please read Supported Countries for more information.

The above method of testing will establish a connection between PagerDuty and your contact method, but it will not generate a test incident. If you wish 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, which will provide a curl command to generate a test incident. For more information, please see our 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’d like to change.
3. Make the required changes and 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 an error "Contact methods cannot be modified at this time," please wait 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’d like to delete. You will be prompted with a confirmation dialog.
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's sake, our system expires the token. To re-enable the device, please remove the device as a contact method and log in to your PagerDuty account on the preferred device again.

View Recent User Activity

Below your contact information, you can view your activity for the past 14 days. This includes information about incidents that you acknowledged, resolved or manually triggered through the web application.