Reactivating Duo Mobile

Question

You may need to reactivate the Duo Mobile app if you stop receiving Push notifications or your replace your phone.

The steps vary depending on your situation:

• My cell phone number did not change
• My cell phone number changed
• I had the Duo Restore feature enabled
• Need help?

Answer

If your number didn't change:

Via SMS link

1. Visit a Duo-protected service (such as UOmail, Canvas, UO Service Portal, etc)
2. Log in with your Duck ID and password
3. The verification attempt will time out. When it does, select the I got a new phone link. 
4. Select the Text me a link button.
5. Open the link on your device and follow the prompts.

Via the Duo Device Management Portal

1. Open a private browser window (this will make the Duo prompt appear, even if you previously used the Remember Me feature)
2. Visit a Duo-protected service (such as UOmail, Canvas, UO Service Portal, etc)
3. Log in with your Duck ID and password
4. Along the bottom of the Duo prompt, select Other options
5. Scroll to the bottom of the next prompt and select Manage devices
6. You will be asked to complete verification, which you can do with a phone call or SMS passcodes:
   • Press the button for the method you'd like to use
   • Complete verification with that method
7. Find your cell phone in the Devices list and select the I have a new phone link.
8. Select the Get started button to proceed.
9. Verify that you have access to the phone by selecting either the Send me a passcode button or the Or call my phone link.
10. Enter the passcode you received in a text message or phone call and click Verify.
11. Click the blue Reactivate Duo Mobile button
12. Install the Duo Mobile app on your new phone if you hadn't already done so, open it and tap Add to scan and select Use the QR code to scan the code shown on-screen.
13. Click Continue when you've finished reactivating Duo Mobile on your new phone to return to the device management portal.

If your phone number changed:

You can complete these steps on your own if you still have access to your old number or you registered a backup method like a landline phone or hardware token.

If none of the above are available, you will need to contact the Technology Service Desk for a temporary Duo bypass code.

1. Open a private browser window (this will make the Duo prompt appear, even if you previously used the Remember Me feature)
2. Visit a Duo-protected service (such as UOmail, Canvas, UO Service Portal, etc)
3. Log in with your Duck ID and password
4. The verification attempt will time out. When it does, select the I got a new phone link. 
5. Select the I got a new number link.
6. You will be prompted to go to your registered devices page to update your number. Select Continue to proceed.
7. You will be asked to complete verification, which you can do with a phone call or SMS passcodes:
   • Press the button for the method you'd like to use
   • Complete verification with that method
8. Find your cell phone in the Devices list and select the I have a new phone link.
9. Select the Get started button to proceed.
10. Verify that you have access to the phone by selecting either the Send me a passcode button or the Or call my phone link.
11. Enter the passcode you received in a text message or phone call and click Verify.
12. Click the blue Reactivate Duo Mobile button
13. Install the Duo Mobile app on your new phone if you hadn't already done so, open it and tap Add to scan and select Use the QR code to scan the code shown on-screen.
14. Click Continue when you've finished reactivating Duo Mobile on your new phone to return to the device management portal.

If you had the Duo Restore feature enabled:

You can follow Duo's guides to reconnect your UO two-step login account after restoring your phone.

• Guide for iPhone users
• Guide for Android users

Need Help?

To have staff assist you with devices attached to your two-step login account, we'll have to verify your identity first.

Please submit a request for a temporary bypass code, or, visit the Technology Service Desk with photo ID for assistance.