Purpose:
To demonstrate how to update a user’s phone number/device within the duo admin portal. Many users change their phone number and/or devices and find themselves unable to continue using duo as they previously had. This leads to users unable to sign into the email or blackboard accounts. This guide can assist with both self-service and technician focused steps to assist the user reconnect their duo account.
How to Fix:
Step 1: Have the user go to https://global.dt.uh.edu/DuoUserPortal/
Inform the user this is a self-service tool for Duo named, Duo Device Management Portal.
If the user has changed devices, but not their phone number, they may proceed through this portal.
Step 2: Ask the user to sign in with their current network credentials:
Step 3: If the user is unable to select “Send me a Push” (because they do not have the activated app), they may still be able to use the “Enter a Passcode” option (via Text me a new code) or the “Call Me” option.
Step 4: Once authenticated, the user will have the option to “+ Add another device”. Have the user select the option.
Step 5: Begin Duo Enrollment with the new number:
Step 6: Upon completion of the previous steps, the user will have 1) Duo downloaded and activated on their new device and 2) Have added a new number and activated Duo on their new device. If the user was not able to complete the previous steps, go to step 7.
Step 7: Go to https://admin.duosecurity.com/ and sign in with your UHD Duo admin credentials and proceed past the Duo prompt.
Step 8: Within the search function of the Duo Admin Dashboard, search the username of the user you are assisting.
Step 9: Once the user is selected, scroll near the bottom to view the list of devices the user has connected to their account.
Step 10: To reactivate their account select “Reactivate Duo Mobile”. Reactivating their Duo can be done when the user has the same phone number but a different device and is unable to add their new device to their self-service Duo management portal. Reactivating their Duo can also be done when a user is experiencing issues with their current device (such as not receiving a Push notification and/or receiving calls).
Step 11: Select “Send Instructions by SMS”, to send the user reactivation link(s) via text. The user will then select the link(s) on their mobile device and will be prompted to open the links within the Duo application.
Step 12: To add a new phone number, return to the user’s Duo page and select “Add Phone”, in the PHONES section.
Step 13: Add the new phone number
Step 14: Locate the new phone number under the PHONES section and activate Duo Mobile (see Steps 9-11)
Additional Information:
Need additional information or assistance? Contact the itservicedesk@uhd.edu
Q&A: