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Learn what to do if you are unable to authenticate via DUO Multi-Factor Authentication (MFA).
Bypass Code Message
If you encounter a DUO prompt to "Enter your bypass code" when signing into a DUO protected service, it may indicate that you do not have a suitable device activated for DUO MFA.
You may be able to review your registered devices using the instructions found here: Managing Your Duo Devices: Adding and Removing
If you do not have any devices activated for DUO MFA, or are uncertain, you should contact the Northwestern University IT Service Desk for assistance, Please review your options for suitable devices to ensure you have access to a supported authentication method: Options for Duo Multi-Factor Authentication
You can reach the Service Desk by calling 847-491-4357 (1-HELP). Be prepared to complete a Live Video ID Verification if changes to your Northwestern account is required to resolve your issue.
Lost or Stolen Device
If your primary DUO activated device has been lost or stolen you will want to contact the Northwestern University IT Service Desk for assistance configuring an alternative device.
You can reach the Service Desk by calling 847-491-4357 (1-HELP). Be prepared to complete a Live Video ID Verification if changes to your Northwestern account is required to resolve your issue.
Temporary Lockout
A lockout occurs after 5 consecutive failed login attempts. Common lockout causes are attempts that are ignored, actively denied, incorrectly entered, or Duo is attempting to send a push notification to a phone with no app installed. Most lockouts result from unfamiliarity with the DUO MFA process. You can review how to navigate this process here: Using Duo Multi-Factor Authentication
If you need immediate assistance removing a temporary lockout, please contact the Northwestern University IT Service Desk for assistance.
You can reach the Service Desk by calling 847-491-4357 (1-HELP). Be prepared to complete a Live Video ID Verification if changes to your Northwestern account is required to resolve your issue.