How to fix the error "phone cannot be added" in Duo?

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 of the error sequence:

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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.

Secure MFA can be verified during the setup process if the "Phone number" option is not available on the "Select an options" screen.

Example: Secure MFA enabled. The "Phone number" option is NOT available.

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Example: Secure MFA NOT enabled. The "Phone number" option is available.

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Resolution

Use the "I have a tablet" option to register your account with the existing phone. This will bypass the attempt to use Voice or SMS.

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Details

Article ID: 1715
Created
Thu 8/20/20 2:53 PM
Modified
Thu 3/21/24 5:19 PM

Related Services / Offerings (1)

To reset your password yourself go to the Password Reset Tool at https://help.uidaho.edu/security/reset/. If you have already changed your password and still cannot access services, please send an email from any account to support@uidaho.edu.  Please include your NetID, Vandal Number, an any error messages you receive in your email.