Duo - Reactivate My Phone

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

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.

Note to iPhone/iPad owners: In most cases, restoring your phone from an iCloud backup will also restore the Duo app ready to use. (as of Feb. 21, 2020)  In the unusual case where Duo is not fully restored, please follow the instructions below to reactivate Duo on your device.

To reactivate a phone with the same number:

  1. Go to duo.oregonstate.edu
  2. Select "Reactivate your phone"
  3. Login with your OSU account if prompted
  4. If you see a blue bar that says "Enter a passcode or contact your administrator for a bypass code" follow these steps:
    1. Click the x in the blue box
    2. Click in the white box next to the green "Log In" button
  5. You should see the following screen. Click the button in the blue box to "Text me new codes".
  6. You should receive a passcode via text message to your phone. Enter the passcode you receive in the white box and click "Log In."
    • If you did not receive the passcode, please note that your phone number must be the same as the one you registered for Duo.
  7. You should see the following screen:

  1. If the Duo Mobile app is not installed, you will need to install it before you continue.
  2. Select the phone to reactivate.
  3. You will receive a text message on your phone with further instructions and the reactivation link.

If the reactivation was not successful or for other assistance with Duo, please contact your department's IT Helpdesk, or the Service Desk

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Details

Article ID: 69334
Created
Thu 12/20/18 2:10 PM
Modified
Mon 12/7/20 10:01 AM