If your Two-Step Login (Duo) device is not with you, or is lost or stolen

On this page:

If your device isn't with you

If you are temporarily without your Two-Step Login (Duo) device or token (for example, you left it at home), contact your campus Support Center.

If your device has been lost or stolen

If your device enrolled in Two-Step Login (Duo) is lost or stolen:

  • For immediate help accessing what you need, contact your campus Support Center.
  • If your device is not a smartphone or tablet, contact your campus Support Center for help.
  • If your device is a smartphone or tablet and it's possible to remotely wipe it (that is, erase all data), do so; refer to If your computer or other device is stolen.
    If you use the Duo Mobile app on an Android or iOS device, you may be able to use the Duo Restore feature to recover your accounts from a backup. For more, see Restore Two-Step Login accounts in the Duo Mobile app on a new device.
  • If your device is a smartphone:
    1. Replace the device as soon as possible, keeping the same phone number.
    2. When you have the new device with the same number, log into Two-Step-Login (Duo).

      If prompted, log in with your IU username and passphrase, and complete a two-step login with Duo. On the Two-Step Login page within IU Login, choose either the Call Me or Enter a Passcode option.

    3. Click Manage devices & settings.
    4. Use the Duo Control Panel to complete (another) two-step login (Step 1 in the instruction panel).
    5. In the Duo Control Panel, click Add another device and follow the prompts to your device (Step 2 in the instruction panel).

      You may click Show step-by-step instructions and select your device from the drop-down menu to display the instructions; use the Duo Control Panel to carry out the instructions.

For help, contact your campus Support Center.

This is document akbc in the Knowledge Base.
Last modified on 2019-12-18 17:07:48.

Contact us

For help or to comment, email the UITS Support Center.