This article explains how to troubleshoot specific issues with the Duo mobile app, mainly related to the reactivation of the Duo app on your chosen device.

Overview:

• Reactivating the Duo app
• Further support and assistance

Important: If you have updated your mobile phone or chosen device's operating system software, purchased a new phone, or uninstalled the Duo app for some reason, you will need to re-activate the Duo mobile app.

Reactivating the Duo app

Provided your mobile number has not changed, you can do this without needing to contact the IT Service Desk.

Please use the guidance below to reactivate your device:

1. Go to https://office365.leeds.ac.uk (It is best to do this from a desktop or laptop).
   • Important: Your browser may remember you and automatically sign you in. In this case, please log out first, or use an Incognito or Private browsing window (How to Use Google Chrome Incognito)
2. Enter your university credentials (email address and password).
3. If a Duo Push authentication times out you'll see the "I got a new phone" link shown in the Universal Prompt. Click or tap that link to begin the reactivation process. You can also access this by clicking ‘Need help?’
   
4. If you still use the same phone number as you did when you first set up the phone to use Duo Push, then click or tap the "Text me a link" button. When the text message with the link arrives on your phone, tap it to automatically reactivate Duo Mobile on your phone to use Duo Push again. If you don't have Duo Mobile installed be sure to install it before you try to open the activation link in the text message.

If you have a new phone number then you can't send yourself a text message with a Duo Push reactivation link. Click or tap "Continue" to proceed to the Duo self-service device management portal, where you can complete the steps to add your new phone number and set up Duo Push on the new phone so you can use it to log in with Duo.

You'll still need to verify your identity with a different Duo verification method, so if you don't have one available you will need to contact the IT Service Desk for assistance.

You can also reactivate Duo Mobile for use with Duo Push on a new phone from the device portal if it uses the same phone number as when you set up the original phone in Duo.

1. Locate the existing phone in the device management portal and click the "I have a new phone" link.
2. Click "Get Started" if your phone uses the same phone number as before. If you want to add a new phone with a different number, cancel reactivation and follow the process for adding a new device instead.
   
   
   
   
3. Verify that you have access to the phone by clicking "Send me a passcode" to receive a passcode from Duo.
   
   
4. Enter the verification passcode you received in a text message or phone call and click "Verify."
   
5. Install the Duo Mobile app on your new phone if you haven't already done so, open it and tap "Add" to scan the QR code shown on-screen, continuing the same steps you completed when you originally set up Duo Mobile for Duo Push on your phone.
   
   
6. Click "Continue" when you've finished reactivating Duo Mobile on your new phone to return to the device management portal.

If your existing phone stops receiving Duo Push requests the IT Service Desk might suggest that you try reactivating Duo Mobile on your phone with this process as a troubleshooting step.

Further support and assistance

If you are experiencing any issues and require further assistance please refer to Duo two-factor authentication FAQs.

Important: If you no longer have the same phone number that you registered Duo with, this guidance will not help you. In this scenario, you will need to contact the IT Service Desk.

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