Sometimes, you will need to reactivate Duo Mobile for a variety of reasons, such as:
- You have used Duo Mobile before, but got a new phone (same phone number)
- Note: If you got a new phone, with a different phone number, please use the Add a new device option instead (KB0028931).
- You have used Duo Mobile before, but accidentally deleted the app
- You registered a smart phone with Duo, but did not finish setting up Duo Mobile and want to now
- Note: Duo Mobile cannot be downloaded onto a generic cell phone (non-smartphone), because it is a smartphone app.
- Note: If you previously registered your smartphone as "Cell Phone" (rather than "iPhone," "Android," or "Windows"), you will need to use the Add a new device option instead (KB0028931).
To fix this, you will need to reactivate Duo Mobile. You can do this yourself, or you can also have your access coordinator reactivate Duo Mobile for you. To reactive Duo Mobile:
- Go to any BYU site and select Sign in.
- Note: If you are already signed in, you will need to sign out before completing this step. Alternatively, in Google Chrome you can open an incognito window by hitting ctrl + shift + n and then signing in accordingly.
- The BYU sign-in page should show up. Enter your Net ID and password.
- The Duo sign-in page should show up. Do not immediately sign in to Duo.
- Note: If the Duo sign-in page does not show up, it is either because you are not enrolled in Duo, or because you have selected Remember me for 30 days.
- If you are not enrolled in Duo, but would like to be, visit duo.byu.edu and follow the instructions there.
- If you have selected Remember me for 30 days, you will need to open a browser you don't normally use (or an incognito browser) and repeat the steps above.
- On the left of the sign-in page, select My Settings & Devices.
- Choose an authentication method (Send Me a Push, Call Me, or Enter a Passcode), and finish signing in.
- Note: Since Duo Mobile isn't working, you will need to choose either Call Me or Enter a Passcode (because Send Me a Push requires Duo Mobile)
- On the top, you'll see a list of your registered devices. Find the one you want to use Duo Mobile with, and then select Device Options.
- Push Reactivate Duo Mobile.
- Indicate what type of phone the associated phone number belongs to, and push Continue.
- On your phone, download and install the app Duo Mobile.
- On your computer, push I have Duo Mobile installed.
- On your phone, open Duo Mobile, tap the + button (On Android, it's a key AND a plus) at the top right
- Allow Duo Mobile to access your camera.
- Scan the barcode that appears on your computer screen.
- Note: If, for any reason, you cannot scan the QR code (No wifi, don't want Duo Mobile to access your camera, etc.):
- Click "Or, have an activation link emailed to you instead" (on your computer screen)
- Type your email address into the box
- This email needs to be the same email associated with your account. To check what email is associated with your account go to myaccount.byu.edu. Under Related Links click on Update Contact information. You can then update your email to receive the activation link. This most commonly needs to be changed for missionaries.
- Push "Send email"
- Open your email ON YOUR PHONE OR TABLET
- Note: If you open the email on your computer, it won't work. You have to open it on the device you are trying to connect to Duo Mobile.
- Click the link in the email
- Push Continue.
If, for any reason, you cannot reactivate Duo Mobile youself:
- Contact your Duo access coordinator (a full list for employees can be found here)
- Note: You have to be logged in to see the list of access coordinators
- Note: For students, there are two access coordinators:
- For in-person visits, the ID Center (1057 WSC)
- For help over the phone, the OSC (801-422-4000)
- Ask your access coordinator to send you an activation code (via text) to reactivate Duo Mobile
- You should receive a text message with a link in it. Click on the link to reactivate Duo Mobile.
If the Duo Access Coordinator is unavailable, you can go to the ID Center (1057 WSC) with your photo ID.
If a user gets an SSL error after scanning the QR code, try having them switch from wifi to data connection on their phone.