How do I Reactivate Duo Mobile on a New or Existing Device?

*Please note: This article is intended for existing users that need to reactivate the Duo Mobile app on a new/reset phone or tablet. If you have never used the Duo Mobile app before, please view the "How do I Set up Two-Factor Authentication (2FA) with Duo Mobile on my UNCW Account?" article.

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Answer

All faculty, staff and students have the ability to reactivate Duo Mobile.


Reactivate Duo Mobile Using the Self-Service Device Management Portal :

Follow this method if you:

  • Switched mobile platforms (i.e., Android to IOS).
  • Are prompted by the Duo Mobile app to visit the Self-Service Portal if a backup cannot be found.
  • Manually deleted your UNCW account from the Duo Mobile app.
  • Uninstalled the Duo Mobile app.
  • Lost access to your original device.
  • Have a new phone number. 

If you have more than one registered device:
 

  1. On Duo Central, choose your secondary device from the device list and authenticate.
     
  2. Click “I have a new phone” next to the device you want to reactivate.
     
  3. Follow the instructions on this Duo guide.
     

If you do not have more than one registered device:
 

  1. On Duo Central, click "Other options."
     
  2. Next, choose, "Text message passcode."
     
  3. Enter the code texted to you, and click “Verify.”
     
  4. Click "I have a new phone" next to the device you want to reactivate.
     
  5. Follow the instructions on this Duo guide.

If you have a new phone number & do not have more than one registered device:
 

If you need further assistance, please submit a service request or CHAT with TAC.

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