Duo - I Forgot, Lost, or Damaged my Phone

Issue/Question

• How can I use Duo if my Duo device is unavailable, lost or broken?

Environment

• Oregon State
• Duo

Resolution

If you have a second device registered you can use that device to log in with Duo. If you do not, we strongly suggest adding a second device in the future to avoid these situations. Another option is to generate a Temporary Access Code ahead of time if you know you will not have access to your Duo device.

Contact a Helpdesk

1. Call or visit your department's IT Helpdesk, or the Service Desk
2. A technician will need to verify your identity to keep your information secure
   • Over the phone:
     • You will need access to a webcam so that a technician can start a web call with you
     • The technician will need to see you along with a form of ID (OSU ID or government-issued ID)
   • In person:
     • Bring an ID, either OSU ID or government-issued ID
3. The technician will then be able to generate a bypass code, which you can use temporarily until you regain access to your Duo device

If your Duo device has become deactivated (e.g. you deleted the Duo app, bought a new phone, etc.), you may be able to Reactivate Your Phone.

Assistance

For assistance with Duo, please contact your department's IT Helpdesk, or the Service Desk.