Reactivating or requesting a change to your Duo device

There are various reasons why you may need to have Duo reactivated for your phone. If you have access to any device you've already registered for Duo Mobile, you can reactivate Duo Mobile yourself. If you don't have such access, just request reactivation.

Self-reactivating Duo Mobile

If you are able to authenticate using an already registered device, please try the following steps: 

  1. Make sure you have a device you have already registered available. If that device is a cell phone, make sure you have adequate cell phone coverage in your location or have it connected to a wireless network. 
  2. On your computer, open a private/incognito window in your browser and go to https://www.northwestern.edu/mfa-register
  3. In the left pane, click My Settings and Devices
  4. Authenticate with one of your existing devices registered with DUO. 
  5. Select the device that needs to be reactivated, then at the top right click Device Options.  
  6. Select Reactivate Duo Mobile, choose your device type, and click Continue
  7. Follow the on-screen instructions. 
  8. When prompted, open Duo Mobile on your phone and press the + (Plus sign) key in the upper right corner. Then point your phone's camera at the QR code on your computer screen. 
    • If the QR code does not work or you would prefer to be emailed an activation code, to the right of the QR code there is a blue link you can click to send you a code via email. 
  9. When you are done, click Continue

Add a New Device

If you need to register a new device, reference this article.

Requesting Assistance

If you can no longer authenticate using Duo Mobile, contact the Northwestern University IT Service Desk at either servicedesk@northwestern.edu or 847.491.4357 (1-HELP). 

For email support, send an email message to servicedesk@northwestern.edu from your official Northwestern email address, and include the following information: 

  • Your NetID 
  • A phone number where you can be reached 
  • Your availability over the next 2-3 workdays when you may be reached for a brief video call to verify your identity 
  • Short description of your issue, such as: 
    • I got a new phone 
    • I'm not in the US and I'm now using a phone in a different country 
    • I updated the phone's operating system and now Duo doesn't work 
    • I accidentally deleted Duo Mobile from my phone and even though I reinstalled it, it's not working 
    • Duo seemed to spontaneously stop working and I'm not sure why 
    • etc 

 

Our Duo administrators will work with you to schedule a time for a brief phone/video call to verify your identity and address your exact DUO Mobile issue.  

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Details

Article ID: 1635
Created
Thu 5/12/22 12:39 PM
Modified
Mon 4/8/24 12:44 PM