Support
Get help with Dtwo
Email us about your organization, gateways, policies or subscription. We acknowledge every email within one business day.
On this page
Contact us
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Product and account help
Setup, gateways, policies, sign-in, or your AWS Marketplace subscription.
Acknowledged within one business day
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Report a security incident
Suspected unauthorized access to your organization or data, exposed credentials or tokens, a vulnerability in Dtwo, or gateway or policy behavior that suggests a compromise. If you are not sure, report it.
Acknowledged within one business day
What to include
These details let us find your case without a round of follow-up questions.
- Organization name: the name you sign in with.
- Gateway name: the gateway involved, if any.
- Timestamps: when it happened, with the time zone.
- Tool call or policy: the tool call, policy or decision in question.
Subscriptions and billing
If you subscribed through AWS Marketplace, AWS bills and manages your subscription.
View it under Manage subscriptions in the AWS Marketplace console. Pay-as-you-go subscriptions, from a public or private offer, can be cancelled there at any time. To cancel a public contract within 48 hours of purchase, contact AWS Customer Service.
Private contracts, and public contracts more than 48 hours after purchase, are cancelled by the seller. Email support@dtwo.ai and we raise the request in AWS Marketplace. You have seven days to approve or deny it in the console. If you do not respond, AWS approves the cancellation automatically. Send contract changes to the same address.
If you cancelled a public contract within 48 hours of purchase, request a full refund from AWS Customer Service. The 48-hour window applies to cancellation; refunds are not automatic. For other refund requests, email support@dtwo.ai.
To stop your SaaS contract from renewing, open its product detail page in the AWS Marketplace console, choose Continue, then Modify renewal → Cancel renewal. See AWS cancellation instructions for the steps.
AWS explains which requests you can make yourself in Refunds and cancellations in AWS Marketplace.
Guides and tools
Data and compliance requests
Our security policies and subprocessor list are available on request. Email support@dtwo.ai with your organization name.