Reactivate Duo Mobile on Phone or Tablet

Environment

Duo Two-Factor Authentication

Phones and tablets used for authentication

Issue

The Duo application on your phone or tablet indicates you need to reactivate it.

• This may occur when you replace your phone with a new phone model, while keeping the same phone number.
• This may occur when your device is not able to receive Duo pushes.

Resolution

1. Go to Duo device management (https://duo.it.umich.edu/) and log in.
   1. The device management page opens in a new window/tab and has duosecurity.com in the URL.
2. To reactivate Duo Mobile when you get a new phone with the same number:
   1. Click I have a new phone.
   2. Click Get started.
   3. If you have not done so already, download and install the Duo Mobile app on your new phone.
   4. Click Next.
   5. Open the Duo Mobile app on your phone and scan the QR code that displays on your computer screen.
   6. Name your account "University of Michigan" and click Save.
   7. The device should be set up.

If you do not want to give the Duo Mobile application access to your device's camera, or you are not able to scan the QR code, see steps below:

1. Click Get an activation link instead. 
2. Enter your email address and click Send Email. 
3. Once you get it, open the email from the device you are registering with Duo 2FA and click the activation link.
4. A new tab will open in your browser, then you'll be redirected to the Duo Mobile app. You may need to click Open to be redirected.
5. Name your account "University of Michigan" and click Save.
6. You should see confirmation that the activation is complete. Click Continue to close the pop-up window.

Additional Information

• Many people have more than one Duo device configured.
• Selecting your phone and using the Call Me option will often work, provided you have not changed your phone number.
• If unable to login with Duo, contact the ITS Service Center via phone or chat, to request a temporary Duo bypass code.
• Michigan Medicine Affiliates will have to use https://duo.it.umich.edu/ to manage their Duo. They cannot use accounts.it.umich.edu . 

Need additional information or assistance? Contact the ITS Service Center.