Duo - Reactivation Procedure

Overview

This article provides directions regarding what to do if you:

• Have a new phone
• Want to add a backup device 
• Need to re-enable push notifications

If this article does not contain the information you are looking for, or if you have any troubles with the directions, please contact Help Desk Central by:

• Calling (979) 845-8300
• Emailing helpdesk@tamu.edu
• Starting a chat at help.tamu.edu
• Visiting the Computing Services Center (CSC), room CS00

I Have a New Phone with the Same Number

When setting up a new phone, we recommend following the instruction below from an incognito or private browser session or from a web browser you do not typically use.  Otherwise, the browser may default to Push authentication (or whatever you have set your default to be) rather than giving you the opportunity to select Call Me as your authentication type. 

1. Go to duo.tamu.edu and click Enroll in Duo
2. Log in with your NetID and NetID password.
3. Authenticate by clicking Call Me.
   • You will need to answer the call and press '3'.
   • If you cannot receive the phone call, you will need to contact Help Desk Central for bypass codes. Please call (979) 845-8300 or visit the Computing Services Complex (CSC), room CS00.
   • If neither of the above options work for you, you can start a chat at help.tamu.edu or email helpdesk@tamu.edu and request a Zoom meeting. Bypass codes cannot be given out over email or chat.
4. Click My Settings & Devices (blue link on the left side of the page).
5. Authenticate again by repeating step 2. You should see your phone number listed.
6. Click Device Options.
7. Click Reactivate Duo Mobile.
   • If you have never activated push notifications before, it may say "Activate Duo Mobile."
8. Follow the prompts. Once you scan the QR code and a green check mark appears, you are done!

I Have a New Phone with a Different Number

You will need to contact Help Desk Central to obtain bypass codes. Please call (979) 845-8300 or visit the Computing Services Complex (CSC), room CS00.

If you cannot call or visit in person, you can start a chat at help.tamu.edu or email helpdesk@tamu.edu and request a Zoom meeting. Bypass codes cannot be given out over email or chat.

Once you are in contact with a technician, you will use the following steps:

1. Go to duo.tamu.edu and click Enroll in Duo
2. Log in with your NetID and NetID password
3. Click Enter a Passcode or Enter a Bypass Code. Enter the 9-digit code provided to you by the technician
4. Click Add a new device
5. Authenticate again with a second (different) bypass code
6. Follow the prompts. Once you scan the QR code and a green checkmark appears, your device is successfully enrolled 
7. Click My Settings & Devices. You may need to authenticate again, but you can use the device you just enrolled
8. Delete your old device by clicking the red trash can icon
   • if the old device is still usable/active, you can keep it as a backup device

I Want to Add an Additional Device

1. Go to duo.tamu.edu and click Enroll in Duo
2. Log in with your NetID and NetID password
3. Authenticate with your preferred authentication method
   • If you cannot authenticate, you will need to contact Help Desk Central for bypass codes. Please call (979) 845-8300 or visit the Computing Services Complex (CSC), room CS00
   • If neither of the above options work for you, you can start a chat at help.tamu.edu or email helpdesk@tamu.edu and request a Zoom meeting. Bypass codes cannot be given out over email or chat.
4. Click Add a new device
5. Authenticate again by repeating step 2
6. Follow the prompts. Once you scan the QR code and a green checkmark appears, your device is successfully enrolled 

I Need to Re-Enable Push Notifications

1. Go to duo.tamu.edu and click Enroll in Duo
2. Log in with your NetID and NetID password
3. Authenticate by clicking Call Me
   • You will need to answer the call and press '3'
   • If you cannot receive the phone call, you will need to contact Help Desk Central for bypass codes. Please call (979) 845-8300 or visit the Computing Services Complex (CSC), room CS00
   • If neither of the above options work for you, you can start a chat at help.tamu.edu or email helpdesk@tamu.edu and request a Zoom meeting. Bypass codes cannot be given out over email or chat.
4. Click My Settings & Devices (blue link on the left side of the page)
5. Authenticate again by repeating step 2
6. You should see your phone number listed. Click Device Options 
7. Click Reactivate Duo Mobile
   • If you have never activated push notifications before, it may say "Activate Duo Mobile"
8. Follow the prompts. Once you scan the QR code and a green checkmark appears, you are done!