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 an incognito window, then navigate to any Duo MFA login page (i.e. CAESAR for students, myHR for faculty/staff).
  3. Click Other options.

  1. Click Manage devices.

  1. You will be directed to authenticate with a registered Duo device. 
    • If you have no functioning registered Duo device, you will need to contact Northwestern University IT for assistance at 847-491-4357 (1-HELP)
  2. Click I have a new phone / I have a new device under the device you are attempting to re-activate.
  3. If you have not already you will now be prompted to download the Duo Mobile application from the App Store or Google Play. Once you have the app installed, click Next.
  4. You will be presented with a QR code. In the Duo Mobile app, click + Add then click Use QR code.

If you do not wish to use the QR code,

  1. Complete steps 1-7.
  2. Click Get an activation link.
  3. Enter your preferred email address, then click Send Email.
  4. Open the activation email on the device you are activating, click the provided link to activate Duo Mobile on your device.

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 847.491.4357 (1-HELP). 

If you are unable to contact Northwestern University IT by phone for assistance, send an email message to Be sure to include your NetID and a description of your situation. Our agents will review your ticket and follow up with potential next steps.


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Article ID: 1635
Thu 5/12/22 12:39 PM
Wed 6/12/24 12:05 PM