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. Scroll down to Device Reactivation - Reactivate your phone
  3.  
  4. You'll see your name and the name of your phone in Device with the last 4 digits of your phone#.
  5. At the bottom-right, in the blue section, click on Text me new codes
  6. A code will be texted to that cell# and the blue area will show Sucessfully sent codes
  7. Enter the code in the blank section and click on the Log In button.
  8. 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. Click the phone# to Reactivate. A Phone Reactivation screen will appear to show that a text was sent to your cell#. 
  3. You will receive an email confirmation that your reactivation request was received.

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
Tue 5/17/22 2:26 PM