How to repair new phone with pre-existing phone number back to DUO Services

  1. Ensure CISCO DUO is already downloaded to your mobile device. If it is not, you can download it via the Apple App Store or the Google Play store. The icon is green with DUO in white letters and is by the company DUO Security LLC. 
  2. On your computer, navigate to https://my.ku.edu/ in a incognito window in Chrome or InPrivate window in Firefox
  3. In the upper left hand corner of the web site, please click on the blue "KU Login" button.

  4. Login with your KU ID and password.


  5. Before moving forward on the multifactor authentication screen, on the left hand side under the KU logo click on "My Settings and Devices"


  6. It will appear as if this only refreshed the page. This is the intended behavior, now click on "Call me" to login. Follow the audible prompts to confirm your login.

     


  7. Once you confirm your login, you will be redirected to the DUO settings page. Find the phone number / device that you would like to reactivate and click Device Options.


  8. Now click on "Reactivate Duo Mobile"


  9. DUO will now ask you to verify your number with either call or text. Click either option then enter the 6 digit code.



  10. If you choose Text, you will get a text message from 386732 saying "Verification code: ###### (to add phone +1##########). If you click call, please follow the audible prompts. 

  11. Once you have validated ownership, please choose the type of phone you have and click continue.


  12. You will be prompted to install the duo mobile app for that specific OS if you haven't already. Once you have it installed and open on your phone, click "I have Duo Mobile Installed".



  13. You will now be presented with a QR code. On the DUO mobile app, in the upper right hand corner, press the plus button, then "QR Code", allow access to your camera if you are prompted, and point your phone at the QR code. Once DUO is paired you should have a Green Check mark over the QR code on your computer screen. On your phone, make sure to name the account what you would like so you recognize it. 

  14. On your computer screen, press the green continue button.


  15. Now you have re-paired your new phone with DUO. You can close out of your browser and continue as normal.

Additional notes: Ensure that notifications for Duo are enabled. Click on the 3 horizontal line hamburger icon in the upper left hand corner of your phone screen, then settings, then notifications. If you have any questions or issues with DUO notifications, please reach out to CPPR IT.