How do I reactivate Duo Mobile?


Overview

This tutorial will walk you through how to reactivate Duo Mobile app on your mobile phone.

The process differs if you enrolled in Secure MFA, which provides longer password expiration while disallowing Duo phone and SMS authentication. If Secure MFA is enabled you will not be able to verify your phone number. The steps to reactivate the Duo app differ with Secure MFA

Secure MFA is enabled for your account if you selected it while last changing your password at https://help.uidaho.edu. If you are unsure, you can attempt to login to https://mail.uidaho.edu and if the Duo prompt does not present a phone call as an option, then you enrolled in Secure MFA. Contact the STC or your Local Support team if you have any questions.

 

Without Secure MFA

 

Step 1:

Navigate to https://help.uidaho.edu/duo

 

Step 2:

Sign in to access your settings.

 

Step 3

At the Duo MFA prompt, do one of the following:

  • If your phone number has not changed, then click the "Call Me" option

  • If you have an alternate authentication method such as hardware token, U2F token, or Yubikey, use it to complete login. For example, if you have a hardware token, click "Enter a Passcode" and enter a code from the token to login.
     
  • If you have your old phone with Duo mobile still installed, you can generate a 6 digit code within the app and enter it as a passcode (see https://support.uidaho.edu/TDClient/40/Portal/KB/ArticleDet?ID=874#no-connection), or you can click "Send Me a Push" if the old phone is connected to Wi-Fi to get a push notification.
  • If your phone number has changed and you do not have your old phone or alternate authentication method, you will need an alternate authentication method such as a hardware token, Yubikey, or U2F token, or your old phone with the Duo app. Contact the STC at 208 885 4357 or your regional TSP or Local Support at support@uidaho.edu for assistance.

Duo MFA prompt

 

Step 4: 

You will be prompted to complete Duo MFA again a second time. Use the same authentication option as in the previous step.

 

Step 5: 

Click "Device Options" associated with your device.

Duo device home

 

Step 6: 

Click "Reactivate Duo Mobile."

Options for a Duo device

 

Step 7:

If your phone number has not changed, click Call me or Text me to have a 6 digit code sent to you via phone call or text message, respectively. Enter this code in the text box and click Verify. If your phone number has changed you will need to contact the STC or your local TSP or Local Support team for assistance.

Once the code is entered and verified, click Continue.

 

Step 8:

Select the appropriate device type.

Click Continue.

 

Step 9:

Download Duo Mobile if you do not already have it installed.

Once installation is confirmed, click I have Duo Mobile Installed.

 

Step 10:

Scan the QR code with the Duo Mobile app on your phone.

Click Continue to complete the reactivation process.

 

With Secure MFA

You will either need your old phone with the Duo app still installed or you will need an alternate authentication method such as a hardware token, U2F token, or Yubikey. If you do not have your old phone or an alternate authentication method, you will be unable to complete reactivation. Contact the STC at 208 885 4357 or your regional TSP or Local Support at support@uidaho.edu for assistance.

 

Step 1:

Navigate to https://help.uidaho.edu/duo

 

Step 2:

Sign in to access your settings.

 

Step 3

At the Duo MFA prompt, do one of the following:

  • If you have an alternate authentication method such as hardware token, U2F token, or Yubikey, use it to complete login. For example, if you have a hardware token, click "Enter a Passcode" and enter a code from the token to login.
     
  • If you have your old phone with Duo mobile still installed, you can generate a 6 digit code within the app and enter it as a passcode (see https://support.uidaho.edu/TDClient/40/Portal/KB/ArticleDet?ID=874#no-connection), or you can click "Send Me a Push" if the old phone is connected to Wi-Fi to get a push notification.
     
  • If you do not have your old phone or an alternate authentication method, you will be unable to complete reactivation. Contact the STC at 208 885 4357 or your regional TSP or Local Support at support@uidaho.edu for assistance.

Duo MFA prompt

 

Step 4: 

You will be prompted to complete Duo MFA again a second time. Use the same authentication option as in the previous step.

 

Step 5: 

Click "Add another device".

Duo device home add new device

 

Step 6: 

Select "Tablet" and click Continue.

 

Step 7:

Select the appropriate device type.

Click Continue.

Select type of tablet

 

Step 8:

Download Duo Mobile if you do not already have it installed.

Once installation is confirmed, click I have Duo Mobile Installed.

Duo mobile install prompt

 

Step 9:

Scan the QR code with the Duo Mobile app on your phone.

Click Continue to complete the reactivation process.

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Details

Article ID: 375
Created
Wed 3/28/18 2:16 PM
Modified
Wed 3/24/21 3:02 PM