How to Activate Duo Mobile on a New Phone

duo new-phone activate reactivate

Purpose

The purpose of this article is to detail the process for Reactivating Duo Mobile on a new phone or device.

Target Audience

General Public
Vanderbilt University Community
- Faculty and Staff
- Undergraduate Students
- Graduate and Professional Students
VUIT Internal knowledge

Prerequisites

A valid password for the account
An unlocked account

Description

Follow these step-by-step instructions to activate Duo Mobile on a new device.

Resolution or Procedure Steps

Text Message Passcode

Go to vu.edu/ssp
Sign in with your VUnet ID or email and password.
It will prompt you to check for a Duo Push
Choose Other Options
If you are keeping the same phone number, click Text message passcode.
Alternatively, if you are adding a new phone number or another device type, follow the steps in the expand section below before proceeding to the next step.
1. New Phone Number? (Click to expand...)
  
  If you’re adding a new phone number and no longer have access to the old one, please use another available option from those you have previously configured to complete the Self Service Portal login.
  
  Possible alternatives include Windows Hello, Mac Touch ID, YubiKey, Duo Mobile on a tablet using WiFi, etc.
  
  Shown below are a few potential Duo device options that may have been previously configured:
  
  For more information on adding alternative MFA devices see: How to Enroll a New or Alternate Duo Device.
  
  If you do not have access to any previously configured duo device methods: place a Duo Request, contact us with the chat feature in the lower right hand corner, or call us at (615)-343-9999 for assistance.
Click Send a passcode.
Duo will send a 7-digit code via text message to the number on your account.
Check your text messages on your phone for the passcode.
Enter the passcode as prompted on the next screen and click Verify.
Look for the tile with the device you are replacing.
Click I have a new phone.
Alternatively, if you are adding a new phone number or another device type, select the add a device tile and follow the steps in the expand section below before proceeding to the next step.
1. New Phone Number? (Click to expand...)
  
  After selecting Add a device, enter your new phone number and select Continue.
  
  Authenticate the new number:
  
  Select Send me a passcode.
  
  Use the passcode to confirm ownership of the new number and click Verify.
Then click Get Started.
Download Duo Mobile if it was not already.
You can scan the QR code with the Duo Mobile app on your new device.
Alternatively, if you accessed the self service portal on the device you are adding use the “Get an activation link instead” link.
The QR Code should have a green check mark, and you should be able to receive pushes again.
Click Continue.
If you are replacing an old device that will no longer be in use, find the tile that represents it, click Edit, and select Delete.
Confirm deletion of the old device.

Common Issues/Troubleshooting

9999 Error

If you are on an iPhone and get a 9999 error, disable WIFI and try again using mobile data.

New Phone Number

If you have a new phone number and do not have access to the old device or number, try any of the other available options after the other options screen.

For help, please place a Duo Request, contact us with the chat feature in the lower right hand corner, or call us at (615)-343-9999.

Delayed Mobile Notifications on Android and iPhone.

Click to expand the topics below...

Possible Causes

Battery Optimization Settings:
- On both Android and iPhone, battery-saving features may restrict background activities, delaying notifications.
Background App Refresh:
- If this setting is disabled, apps may not sync properly in the background.
Poor Network Connectivity:
- Weak or inconsistent Wi-Fi or mobile data signals can cause notification delays.
Do Not Disturb (DND) Mode:
- Notifications may be delayed if DND is enabled, especially during scheduled times.

Troubleshooting Steps For Android

Check Battery Optimization:
- Go to Settings > Apps > Duo Mobile > Battery.
- Ensure the app is set to "Unrestricted" or "Not Optimized."
Verify App Notifications:
- Navigate to Settings > Notifications > Duo Mobile.
- Ensure all notification options are enabled.
Allow Background Activity:
- Go to Settings > Apps > Duo Mobile > Battery and enable "Allow Background Activity."
Check Network Settings:
- Test on both Wi-Fi and mobile data to rule out connectivity issues.

Troubleshooting Steps for iPhone

Enable Background App Refresh:
- Go to Settings > General > Background App Refresh.
- Ensure it is enabled for the app experiencing delays.
Check Notification Settings:
- Navigate to Settings > Notifications > Duo Mobile.
- Ensure notifications are allowed, and choose an alert style (Banners or Alerts).
Disable Focus Modes:
- Check for active Focus Modes (e.g., Sleep, Work) under Settings > Focus.
Review Low Power Mode:
- If Low Power Mode is enabled, turn it off to allow normal app syncing.

Additional Tips

Restart your phone after applying changes.
Update the app and operating system to the latest version.
Test notifications after each adjustment to confirm the issue is resolved.

Additional Information

Duo Mobile is compatible with Android devices running version 11.0 or later, and iOS devices running version 15.0 or later. Older versions of the operating systems will still be able to run the Duo mobile app if it was already downloaded, but they will not receive any updates. We always recommend updating to the latest version of Duo mobile on a supported operating system to remain secure with the latest features and improvements.

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