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

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
From the list of registered devices, locate the smartphone on which you want to use Duo Mobile and click the Device Options button
Click the Reactivate Duo Mobile button
Select the type of smartphone associated with the phone number and click Continue
Confirm that the Duo Mobile app is installed on your smartphone and click the I have Duo Mobile Installed button
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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Article ID: 67167

Created

Tue 11/13/18 3:13 PM

Modified

Fri 11/3/23 10:51 AM

Can you resolve this issue yourself?

Yes! This is self-service with a smile.