Contact Information

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)

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

Add a Phone or Email Contact Method

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 (for example, Work or Mobile) 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 (for example, Work or Home) 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 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.

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 reformats 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.

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 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 (for example, Work or Mobile) from the dropdown, and click Send Verification.

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

Note

API Users

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

Note

Reminder

You 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.

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.

Add WhatsApp Contact Method

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.

This 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.

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.