How to Reactivate Duo

Purpose

The purpose of this article is to detail the process for Reactivating Duo 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

Following these step-by-step instructions will assist in reactivating Duo on a new device.

Resolution or Procedure Steps

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. Then send a reactivation link

6. After clicking that link your Duo Account should be Reactivated

If the “reactivation link” option is not there then do the following below.

1. You will then click “Send a Passcode”
   
2. Duo will send a 7-digit code to the number on your account
   
3. Then click “I have a new phone”
   
4. Then “Get Started”
   
5. Download Duo Mobile if it was not already.
   
6. You can scan the QR code with your phone if opened through a computer or use the “Get an activation link instead”
   
7. The QR Code should have a green check mark, and you should be able to receive pushes again
   

Common Issues/Troubleshooting

When receiving a push if you are on an iPhone and get a 9999 error disconnect from WIFI and try again on cell service. If you have a new phone number please call VUIT for further assistance.

If you have any issues, please place a Duo Request or call us (615)-343-9999.

References

• Duo / MFA FAQs
• How to Enroll a New or Alternate Duo Device
• YubiKey Security Token