Duo / Authenticate when enrolled device is lost, stolen, or unavailable

Objective

• To provide instruction on authenticating when enrolled device is lost, stolen, or unavailable
• To provide instruction on logging in when enrolled device is lost, stolen, or unavailable

Scope

• Your primary device has been lost or stolen, or is currently unavailable — and you enrolled only a single device for use with Duo
• Your primary device has been lost or stolen, or is currently unavailable — but you enrolled a secondary device with Duo (!)

Environment

• 312306: Duo Security Two-factor Authentication
• 208058: Personal End User Device Placeholder
• Duo Mobile App
  • Android, iPhone, or Windows smartphone
  • Android or iOS tablet
• Mobile Phone (cell phone other than a smartphone)
• YubiKey, Feitian or other hardware token

Resolution

I enrolled only one device

• Do you check the prompt in your browser that allows Duo to remember you for 14 days? If you did, you must open a private browser window to complete several of the steps below

1. Contact IT Help by phone at 513-529-7900, by live chat at MiamiOH.edu/ITChat, or stop by the Tech Lounge in Armstrong and request a one-time use bypass code, which will allow you to log in once so you can enroll another device. Note that you will need to verify your identity prior to being provided a bypass code, which typically requires providing a government issued photo ID or your date of birth and last 4 digits of your social security number.
2. Once you have the bypass code, follow the appropriate instructions:
   • Open a private browser window on your computer and enroll a secondary device for use with Duo
   • To use the bypass code, at the Duo authentication prompt select the "Enter a Passcode" button and then enter the bypass code into the field that appears
   • If you replaced your mobile phone and still use the same phone number, open a private browser window on your computer and install and reactivate the Duo Mobile app on your replacement phone

I enrolled a secondary device (!)

• Simply use the secondary device to authenticate as normal
• If you want to enroll a replacement device for the one that is unavailable, open a private browser window on your computer and enroll (another) secondary device for use with Duo
• If you replaced your mobile phone and still use the same phone number, open a private browser window on your computer and install and reactivate the Duo Mobile app on your replacement phone