Lost, stolen, or unavailable Duo device

Issue/Question

• I lost my Duo device — how do I log in?

Environment

• 312306: Duo Security Two-factor Authentication
• Duo Mobile App
  • Android, iPhone, or Windows smartphone
  • Android or iOS tablet
• Mobile Phone (cell phone other than a smartphone)
• Desk Phone (landline)
• YubiKey 4 Series Security Key
  • YubiKey hardware token
  • U2F hardware device
  • U2F authenticator
  • U2F security token

Cause

• 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 (!)

Resolution

I enrolled only one device

• When you enrolled your device, did 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 at 513-529-7900 and request a one-time use bypass code, which will allow you to log in once so you can enroll another device
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 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