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Issue: I got a new phone (or I switched telephone carriers) and I need to change my Duo service to my new phone so I can continue to use Duo multi-factor authentication.
Environment: new phone, replaced phone, replacement phone, smartphone, smart phone, mobile phone, mobile device, tablet, Duo Mobile app/application, replaced smartphone, switched phone carriers / phone providers
Resolutions:
A key to avoiding a problem such as this is to have a previously-enrolled backup device. If your primary device is a phone, a secondary device could be a tablet or fob - whatever you would have with you when you want to authenticate.
- Use another previously-enrolled device - even your old phone - to add your new device in the Duo portal.
- Employees, use the call option* within the Duo portal
- Log into the Duo portal
- If your phone number did not change when you received your replacement phone, you can use the call option to authenticate and log into Duo
- Select Add Another Device at which point you are prompted that the phone number already exists
- Select the option to replace the device
- Scan the QR code provided with the smartphone to activate your Duo app
- Request to have DoTS reactivate Duo Mobile for you
* The "call option" resolution is not applicable to students because students cannot choose the call option.