Duo / Reactivate my mobile app

Objective

To provide instruction on reactivating the Duo Mobile app on a new smartphone (with the same phone number)
To provide instruction on reactivating the Duo Mobile app on a replacement device or smartphone (with the same phone number)
To provide instruction on reinstalling and reactivating the Duo Mobile app on an enrolled device or smartphone (app was removed from an enrolled device)

Note: The actions listed below require two devices to be used: One smartphone and one tablet or computer
Use the following instructions to re-activate Duo mobile on a new phone, with the same phone number:

Download and re-install the Duo Mobile app on your enrolled device
- Go to the app store for your device and search for Duo Mobile (not the Google Duo app!)
- When prompted, allow Duo Mobile to take pictures and record video
Follow these KB instructions to access Duo's Self Service Portal
After submitting the user name and password in a private browser to a Miami service such as https://mymiami.miamioh.edu, select Cancel for the current two-factor request, then select the button in the lower left Need Help?
On the next screen, select Activate Duo Mobile
On the following page, select Text me a link to activate Duo on a new phone but the same phone number

If the first method fails and the user is able to receive Duo pushes to their old device, or get text messages sent to their current phone number (same phone number, new phone), then:

After submitting the user name and password in a private browser to a Miami service such as https://mymiami.miamioh.edu, select Cancel for the current two-factor request, then select the button in the lower left Need Help?
Next select Manage Devices
Select Text message passcode or Duo Push (assuming the user has access to their old phone and it is on wi-fi)
From the list of registered devices, locate the smartphone on which you want to use Duo Mobile and click I have a new phone button
Select Get started
Next, select Send me a passcode
Enter in the passcode from the text message and select Verify
Confirm that the Duo Mobile app is installed on your smartphone and click Next
Locate the QR code in the activation window
In the Duo Mobile app on your phone, tap the + (plus-symbol) button
Hold your phone to your computer screen so that your device camera can scan the QR code
- A check mark indicates that you have successfully scanned the code
- If you are unable to scan the QR code, click the Or have an activation link emailed to you instead link and follow these KB instructions
When you see the check mark, click the Continue button

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