Duo Setup After Phone Upgrade or Change

If the smartphone you use to authenticate with Duo has been upgraded or changed (i.e. you’ve received a new phone and/or number), then your device information will need to be updated within Duo. Depending on what has changed, you may be able to do that, or you may need to contact OU IT.

Please see the instructions below for your situation.

If you had the Duo Mobile app installed and connected to your OU account

A. New Device, Same Number
  1. Visit the Duo Device Management Portal at https://ou.edu/duo.
  2. Login with your OUNetID.
  3. Select “Call Me” or “Enter a Passcode” (you may also need to choose “Text Me New Codes” for this option) to authenticate.

  1. Once logged in, select “Device Options” next to the phone you want to reactivate.
  2. Then, select “Reactivate Duo Mobile”.

  1. Follow the onscreen instructions through the reactivation process.



B. Same Device, New Number

  1. Visit the Duo Device Management Portal at https://ou.edu/duo.
  2. Login with your OUNetID.
  3. Choose “Send Me a Push” to authenticate using Duo Push.
  4. You should now be able to update your profile and device information as necessary.

If you did NOT have the Duo Mobile app installed and connected to your OU account

A. New Number
  1. Please call OU IT at 325-HELP or contact us through our website here.

B. New Device, Same Number

  1. No changes should be necessary.

If you receive a new device and a new number OR you lose access to the one device you have registered, then you must contact OU IT.

Please call OU IT at 325-HELP or contact us through our website here.
  1. Once your identity has been verified, your old device(s) will be removed from your Duo account.
  2. Then, you will need to go to ou.edu/duo and register a new device as if you are setting up Duo for the first time. For instructions on setting up Duo, please see this article.

If you have setup Duo and are missing options (such as call to authenticate), then please call OU IT at 325-HELP or contact us through our website here.

  • It is possible you began a new setup process or did not fully complete it.

 

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Article ID: 93
Created
Thu 9/3/20 12:23 PM
Modified
Thu 9/3/20 12:44 PM