This guide explains how to reactivate Duo on your device and what to do if your phone number has changed.

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1. When Do You Need to Reactivate Duo?

• Updated your phone’s operating system.
• Purchased a new phone.
• Uninstalled and reinstalled the Duo Mobile app.

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2. Reactivating Duo Mobile (Same Phone Number)

If your phone number has not changed:

• Go to https://www.microsoft365.com/?auth=2 (use a desktop or laptop).
• If your browser auto-signs you in, log out or use Incognito/Private mode.
• Enter your University credentials (Email address and password).
• If Duo Push times out, click “I got a new phone” or Need help?

• Click Text me a link.
  
• Tap the link in the SMS to reactivate Duo Mobile.
  • Install Duo Mobile first if not already installed.

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3. Reactivating Duo Mobile (New Phone Number)

If your phone number has changed:

• Click Continue to access the Duo self-service device management portal.

  

• Add your new phone number and set up Duo Push.
• Verify your identity using another Duo method (e.g., SMS, hardware token).
  • If no alternative method is available, contact the IT Service Desk.

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4. Reactivation via Device Management Portal

• Locate your existing phone in the portal.
• Click I have a new phone.
• If same number: Click Get Started.
  
• If different number: Cancel and follow steps to add a new device.
• Verify access by selecting Send me a passcode.
  
• Enter the passcode and click Verify.

  

• Install Duo Mobile on your new phone, tap Add, and scan the QR code.

  

• Click Continue to finish.

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5. Troubleshooting

• If Duo Push stops working, reactivation may resolve the issue.
• If you cannot reactivate due to a changed number and no backup device, contact the IT Service Desk.

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Further Support

• Refer to Duo Two-Factor Authentication FAQs.
• Contact IT Service Desk if you cannot complete reactivation.

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💡 FAQs

Q1: Do I need to contact IT if I have the same phone number?
A1: No, you can reactivate Duo Mobile yourself using the steps above.

Q2: What if my phone number has changed?
A2: You’ll need to add the new number via the device management portal and verify your identity. Contact IT if you have no backup method.

Q3: Can I reactivate Duo on a new phone without reinstalling the app?
A3: No, you must install Duo Mobile before scanning the QR code.

Q4: What if Duo Push stops working?
A4: Try reactivating Duo Mobile using the steps above.