Issue/Question
- How do I reactivate my phone for Duo? (same phone number)
Environment
- Oregon State University
- Student, Employee or Associate
- Duo user
- Duo-enabled phone
Resolution
Before you begin:
- Try to make changes to your devices during open hours of the Service Desk: if something doesn't go as expected, the Service Desk can help you resolve problems quickly.
- It's best to add new devices before removing an existing device because you may need to complete a Duo authentication to add the new device. If you're changing your mobile phone number, keep your old phone active for Duo until you have the new phone/phone# working with Duo. Be sure to test the new device before removing the existing device.
If your phone is your only Duo device and it becomes deactivated from Duo, you may be without any means to complete Duo authentication. Common situations are:
- New phone with the same phone number
- Phone is wiped to resolve a technical problem
- Removed the Duo Mobile app (removing the app will not remove you from Duo)
If your phone number has not changed, the self-service tool can be used to reactivate your phone to allow you to complete Duo authentication.
Important Note: This self-service reactivation tool requires that the phone number be unchanged. If the phone has a different number, you will need to contact the Service Desk or your IT support team to help you activate the phone.
To reactivate a phone with the same number:
- Go to uit.oregonstate.edu/duo
- Scroll down to Device Reactivation - and select Reactivate Device
- Login with your ONID information.
- Click "Send a passcode."
- Enter the code in the blank section and click "Verify."
- You should see the following screen:
- If the Duo Mobile app is not installed, you will need to install it before you continue.
- Click the Reactivate button. A text (SMS) message will be sent to your phone, and you will receive an email confirmation that your reactivation request was received.
- On your phone, click on the link in the text message to reactivate your account in Duo Mobile.
If the reactivation was not successful or for other assistance with Duo, please contact your department's IT Helpdesk, or the Service Desk