If you have changed your phone number and you no longer have access to your old phone number, your 2FA account will need to be updated with the new phone number.

There are two options to resolve this issue. The first option will allow you to update your account without contacting the support center but for the second option, you will need assistance updating your account.

Option 1: Multiple Devices on the Account
If you have multiple devices on file, you can use a secondary device to log in to your 2FA account and remove the old number and add the new number to your account.

For instructions on how to log in and manage your 2FA account, please see the main 2FA article. 

Option 2: No Secondary Devices
If you do not have a secondary 2FA device on your account, you will need to contact the 24/7 Support Center.

They will verify your account and provide you with a temporary passcode to assist you with updating your 2FA devices. 

The first step to resolving this issue is to reinstall the Duo Mobile app on the phone that has your new phone number.

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

1. Download and install the Duo Mobile application from your device’s app store.
2. Search for Duo Mobile to make sure you are installing the correct app (logo is a green square with white lettering).
3. Open the installed app and accept the End User License Agreement.

Having installed Duo Mobile, you're now set to register your device.