Duo MFA - How Do I Recover Access to Duo MFA After Losing or Replacing My Phone?

Introduction

This article outlines the identity verification process for users who have lost access to Duo Multi-Factor Authentication (MFA) due to a lost, broken, or replaced mobile device. These issues cannot be resolved via self-service. Users must complete a live identity verification to regain account access.

Requirements

  • A valid government-issued photo ID (e.g., Driver's License, Passport, or State ID).
  • Access to a device with a camera and microphone if verifying identity remotely via a Google Meet session.

Details

To recover Duo MFA access, follow these steps:

  • Submit a Ticket: Submit a Duo Service Request. Include the relevant username, A number, and the specific details of the request.
  • Schedule a Meeting: An IT technician will provide information for scheduling a meeting in person on campus or via a Google Meet session.
  • Present Identification: During the meeting, provide a valid government-issued photo ID. The technician will use the ID to verify identity against college records.
  • Receive Bypass Code or Reactivation: Once the technician successfully verifies identity, the technician will provide temporary bypass codes or assist with reactivating the Duo Mobile app on the new device.
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