Duo MFA - Lost Phone/New Phone

This article provides instructions for adding a new device to your Duo account if you have a new phone with the same number or still have access to your old device.

Details

This article provides instructions for adding a new device to your Duo account if you have a new phone with the same number or still have access to your old device.

Solution

1. If You Still Have Access to Your Old Phone or Phone Number
   • Navigate to the Duo device management portal at this link: https://pima.login.duosecurity.com/devices and log in.
   • When you are prompted to enter your Duo code, select "Other Options"
     
   • On the next page, select one of the options below:
     • Duo Mobile Passcode
       • ​​​​​​​Select this option if you still have access to the Duo Mobile App on your old device.
     • Text Message Passcode/Phone Call
       • Select this option if your new phone uses the same phone number.
   • Once logged in, select the Add a device option.
   • Choose Duo Mobile (recommended) and follow the on-screen prompts to complete the setup.
   • For more details, you can reference the Duo Enrollment Quick Start Guide.
2. If You No Longer Have Access to Your Old Device
   • If your original device is lost, stolen, or no longer working, we will need to verify your identity to add a new device.
   • Please submit a Duo: Report an Issue request, and we will schedule a time to verify your ID.