Summary
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.
Body
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.