This article explains how to reactivate your Duo Mobile account if your registered device changes. This is usually needed when you get a new phone or phone number.
Note: Reactivation is required anytime a device enrolled in Duo becomes disconnected from your account. If you’re setting up 2FA for the first time, see the main 2FA article.
Reinstall Duo Mobile
The Duo Mobile app is available on Google's Play Store and Apple's App Store. Most smartphones and certain tablets are compatible with the installation of this app.
These instructions use an iPhone, but will also work on Android devices if you can install apps from the Play Store.
Instructions
- Download and install the Duo Mobile application from your device’s app store.
- Search for Duo Mobile to make sure you are installing the correct app (logo is a green square with white lettering).
- Open the installed app and accept the End User License Agreement.
Having installed Duo Mobile, you're now set to register your device.
Reactivate
If you use DUO Mobile as an authentication method and you get a new phone, your account on DUO Mobile will be deactivated.
This panel guides you through the steps to reactivate your account on DUO Mobile. However, if you have changed your phone number and don't have access to the phone number registered with 2FA, please contact the 24/7 IT Support Center for assistance.
If you have not changed your phone number, continue with the steps below.
Instructions:
- Navigate to the 2FA Portal
- Click on Manage your account and log in with your NetID and password.
- If you are prompted to log in again, do so.
- Your computer screen will direct you to check your device for a Duo push.
- If you have previously logged in to 2FA, the default method will be the option that you last used. If you want to use a different method, click the Other Options button.
- Select the Other Options link.
- Select Text message passcode.
- If you don't see the Text message passcode option, please contact the 24/7 Support Center for assistance. For your security, you will be asked to confirm your identity.
- If you don't see the Text message passcode option, please contact the 24/7 Support Center for assistance. For your security, you will be asked to confirm your identity.
- Locate the code sent in a text message sent to your phone and enter the code into the Passcode field on your computer.
- Select Verify.
- Confirm your identity on the browser screen as follows:
- ONLY confirm your identity if you are not using a shared device and you are actively attempting to log in to Duo.
- ONLY confirm your identity if you are not using a shared device and you are actively attempting to log in to Duo.
- If you are presented with the following screenshot, click on the checkbox to Trust this browser for 30 days.
- Depending upon the service to which you are logging in, you may or may not see this prompt within the 30-day time frame. The recommendation is that if you want your browser to retain your credentials, you should always check the box as long as you are not on a shared device. Do not use this option on shared devices.
- Depending upon the service to which you are logging in, you may or may not see this prompt within the 30-day time frame. The recommendation is that if you want your browser to retain your credentials, you should always check the box as long as you are not on a shared device. Do not use this option on shared devices.
- Select Continue to application.
- When the screen refreshes, click on the Settings gear icon to open your device details.
- Select Re-Enroll.
- Open your DUO mobile app and tap Add, then tap Use QR code.
- Scan the QR code on the computer screen.
- Note: If you cannot use your device to scan the barcode, select the Red link to activate your account. The system will send the activation to your phone via SMS, click on it. Then open the link in your text message with DUO to reactivate the account.
- Select Done to complete the reactivation.