How to Activate Duo Mobile on a New Phone

Following these step-by-step instructions will assist in reactivating Duo on a new phone or device. Steps are included for keeping the same phone number (most common) as well as for activating a new phone number for a new device.

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

1. Go to vu.edu/ssp

2. Sign in with your VUnet ID or email and password.

3. It will prompt you to check for a Duo Push

4. Choose Other Options
   
    

5. 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.

6. Click Send a passcode.
   
   
    
7. 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.
   
    
8. Enter the passcode as prompted on the next screen and click Verify.
   
    
9. 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.

      

10. Then click Get Started.
    
     
11. Download Duo Mobile if it was not already.
    
     
12. 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.
    
     
13. The QR Code should have a green check mark, and you should be able to receive pushes again.
    Click Continue.
    
     
14. 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.
    
     
15. 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...