If you're trying to log in to Duo using the "Call Me" option, but it isn't working:
- Make sure that you pushed "Call Me."
- Make sure that the call is going to the correct device (if multiple devices on account, number is displayed at the top of the screen)
- Note: If sending to wrong device, change device using the drop-down menu at top of the screen
- Make sure that you're with your device
- If you're not, change the device using the drop-down menu at the top of the screen and sign in with that device instead
- Note: You will not see a drop-down menu unless you have more than one device registered with Duo
- If you don't have your device, nor any additional devices, visit your Duo access coordinator in person in order to get a bypass code (KB0028964). Use this list to find your access coordinator.
- Make sure that you have service (cell phones only)
- If you don't:
- If you have Duo Mobile (smartphones only):
- Click "Enter a passcode"
- Open Duo Mobile (on phone)
- Click on the key icon next to "Brigham Young University" (on phone)
- Type the 6-digit code you see into the passcode box
- Push Enter
- If you have 10 passcodes saved in a secure location, which you can access right now:
- Push "Enter a passcode" and type in the next code on the list
- Note: The blue banner will tell you which passcode you should enter by saying, "Your next code starts with __."
- If you don't have Duo Mobile, and you don't have 10 passcodes:
- Do you have any other devices registered with Duo?
- If you do, change the device using the drop-down menu at the top of the screen and sign in with that instead
- If you don't, go see your Duo access coordinator in person in order to get a bypass code (KB0028964). Use this list to find your access coordinator.
- Make sure that the DUO phone number is not blocked.
If your Duo Access Coordinator is unavailable, you can go to the ID Center (1057 WSC) with your photo ID.
In addition to the steps listed above, please consider: Has the user EVER logged in successfully using this phone as their second factor? (This should NOT be confused with the phone number they may have used to "Prove it's really me!"). If this is the first time they're using this phone to log in, they may have typed the phone number incorrectly when they enrolled. In this case, the phone number will need to be validated and updated by a Duo access coordinator in duo.com.
Sometimes on smart phones, calls may go straight to voicemail if another app is open. If the user thinks this could be the problem, try returning to the phone's home screen (and possibly closing open applications) before requesting the call.