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)

Environment

  • 312306: Duo Security Two-factor Authentication
    • Duo Mobile App
  • Android, iPhone, or Windows smartphone

Resolution 

  1. 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
  2. Follow these KB instructions to access Duo's Self Service Portal
  3. From the list of registered devices, locate the smartphone on which you want to use Duo Mobile and click the Device Options button
  4. Click the Reactivate Duo Mobile button
  5. Select the type of smartphone associated with the phone number and click Continue
  6. Confirm that the Duo Mobile app is installed on your smartphone and click the I have Duo Mobile Installed button
  7. Locate the QR code in the activation window
  8. In the Duo Mobile app on your phone, tap the + (plus-symbol) button
  9. Hold your phone to your computer screen so that your device camera can scan the QR code 
    • A green 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
  10. When you see the green check mark, click the Continue button

 

Notes

 

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Details

Article ID: 67167
Created
Tue 11/13/18 3:13 PM
Modified
Tue 5/12/20 10:21 AM
Can you resolve this issue yourself?
Yes! This is self-service with a smile.