Duo - Why do I see the error "phone cannot be added"?

Overview

When enrolling an account in Duo MFA you will be prompted to enter your phone number. You may see this error message displayed if your phone is already enrolled and associated with another account.

###-###-#### cannot be added

If you entered this phone number by mistake, go back and re-enter it.

Otherwise, contact your administrator to add this phone.

Example:

Issue

This dialog indicates you have enrolled with "Secure MFA" allowing you to have an extended password expiration date AND your phone number is already registered. Secure MFA blocks the ability to use Voice and SMS for device verification.

Resolution

Use the "Tablet" option to register your account with the existing phone.

 

Details

Article ID: 1715
Created
Thu 8/20/20 2:53 PM