I Bought a New Cell Phone (or Received a New iPad)

If you've recently bought a new cell phone (or received a new iPad) and you use it for DUO, you will need to enroll it as a Multi-Factor Authentication device. This is meant to be impossible unless you have both the new device and the old device. In the unlikely event that you do have access to both devices, skip down to the next section titled "I Have My Old Device."

  1. First, let the IT department know you've got a new device. If this happens at a staff refresh distribution, let us know then! If you have a new cell phone that you use DUO with, just open a Fixit ticket.
  2. From there, you'll receive an enrollment email and instructions to set up DUO on your new device.
  3. That's about it. If you have trouble, you should still be able to log in to Fixit to enter a ticket.

If you're locked out of your email and you have a new cell phone/iPad, you can always enter a Fixit ticket. It's easier and faster to help you over the phone, however. Call your building technician or leave contact information in the ticket so that we can call you back to get you up and running as quickly as possible.

I Have My Old Device

This is the best-case scenario. If you have access to your old device, simply go to office.com and attempt to log into your email. If your access is not being blocked, just open an incognito window first.

Click "Add a new device" when you see the DUO prompt.

On the next screen, choose "Send Me a Push" to confirm your identity on the old device before setting up the new one.

From there, you can follow the prompts to complete the setup of your new device.

What happens Behind The Scenes?

Your old device must be removed from your account before a new device can be added. Only an IT Technician can remove this device from your account and only they can send you a device enrollment email. This is all done from the DUO Admin Console, so you'll need help from the IT Department. Call us, or put in a ticket.