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
  • 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

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:

 

I enrolled a secondary device (!)

 

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Details

Article ID: 71030
Created
Tue 1/29/19 8:45 AM
Modified
Tue 5/12/20 10:26 AM
Can you resolve this issue yourself?
Yes! This is self-service with a smile.