{"id":501,"date":"2023-08-15T16:37:31","date_gmt":"2023-08-15T20:37:31","guid":{"rendered":"https:\/\/www.yorku.ca\/uit\/infosecdev\/?page_id=501"},"modified":"2025-07-22T16:08:03","modified_gmt":"2025-07-22T20:08:03","slug":"i-switched-upgraded-my-phone-and-the-duo-mobile-app-does-not-work","status":"publish","type":"page","link":"https:\/\/www.yorku.ca\/uit\/infosec\/i-switched-upgraded-my-phone-and-the-duo-mobile-app-does-not-work\/","title":{"rendered":"I switched\/upgraded my phone and the Duo Mobile app does not work."},"content":{"rendered":"\n

If you upgraded or changed your phone and you do NOT <\/strong>have your old device, please contact askit@yorku.ca<\/a> or your local IT support group for assistance and do not proceed with the instructions below.<\/p>\n\n\n\n

If you still have your old device, please read through:<\/p>\n\n\n\n

Step 1:<\/strong> Go to\u00a0Manage My Services<\/a>\u00a0and log in to Passport York<\/p>\n\n\n\n

** If you enabled the \"Yes, this is my device\"<\/strong> setting, access https:\/\/mms.yorku.ca<\/a> in incognito mode.<\/p>\n\n\n\n

\"\"<\/a><\/figure>\n\n\n\n

Step 2:<\/strong> If you have the automatic \"Duo Push\"<\/strong> set, select \"Other options<\/strong>\".<\/p>\n\n\n\n

\"\"<\/a><\/figure>\n\n\n\n

Step 3:<\/strong> Select \"Manage devices<\/strong>\".<\/p>\n\n\n\n

\"\"<\/a><\/figure>\n\n\n\n

Step 4: <\/strong>You will have to verify your identity using a previously known authentication factor before you are able to add, remove, or edit any of your devices.<\/p>\n\n\n\n

\"\"<\/a><\/figure>\n\n\n\n

Step 5:<\/strong> Once you have been verified, you will see the Device Management Dashboard, where you can Add<\/strong>, Delete<\/strong>, or Edit<\/strong> your devices.<\/p>\n\n\n\n

\"\"<\/a><\/figure>\n\n\n\n

Step 6:<\/strong> If this is a new phone with the same number, click \"I have a new phone<\/strong>\". Once you are prompted with the \"Let's set up your phone\"<\/strong> prompt, click \"Get Started\"<\/strong>.<\/p>\n\n\n\n

Note:<\/strong> To add a new phone with a new number, click on Edit<\/strong>, and then click Delete<\/strong> to remove your old device. Next, click on \"Add a Device\"<\/strong> and follow the steps in the FAQ on How to add a new device?<\/a><\/p>\n\n\n\n

\"\"<\/a><\/figure>\n\n\n\n

Step 7: <\/strong>If you have not already downloaded the Duo Mobile app, please download the app and then click on\u00a0Next<\/strong>.<\/p>\n\n\n\n

\"\"<\/a><\/figure>\n\n\n\n

Step 8:<\/strong> Scan the barcode with the app's built-in barcode scanner OR<\/strong>\u00a0click on\u00a0\"Get an activation link instead\"<\/strong> and enter your email address to receive the activation link via email instead.<\/p>\n\n\n\n

\"\"<\/a><\/figure>\n\n\n\n
\"\"<\/a><\/figure>\n\n\n\n

Note:<\/strong> If you selected \"Get an activation link instead\"<\/strong>, you will receive an email from Duo Security with the subject line \"Duo Mobile Activation\". Please ensure you open the link on a device with Duo Mobile already installed and then click on \"Activate Duo Mobile\"<\/strong>, or enter the activation code provided into Duo Mobile.<\/p>\n\n\n\n

\"\"<\/a><\/figure>\n\n\n\n
\"\"<\/a><\/figure>\n\n\n\n

Step 9: <\/strong>The \"Continue<\/strong>\" button is clickable after you scan the barcode or successfully activate using the activation link emailed to you.<\/p>\n\n\n\n

\"\"<\/a><\/figure>\n\n\n\n

Step 10:<\/strong> The new phone is added and listed with your other devices. You can click \"Add a device\"<\/strong> to start the setup process again.<\/p>\n\n\n\n

<\/div>\n\n\n\n

Back to\u00a0FAQ page<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

If you upgraded or changed your phone and you do NOT have your old device, please contact askit@yorku.ca or your local IT support group for assistance and do not proceed with the instructions below. If you still have your old device, please read through: Step 1: Go to\u00a0Manage My Services\u00a0and log in to Passport York […]<\/p>\n","protected":false},"author":1984,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","ngg_post_thumbnail":0,"footnotes":""},"tags":[],"class_list":["post-501","page","type-page","status-publish","hentry"],"yoast_head":"\nI switched\/upgraded my phone and the Duo Mobile app does not work. - Information Security<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.yorku.ca\/uit\/infosec\/i-switched-upgraded-my-phone-and-the-duo-mobile-app-does-not-work\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"I switched\/upgraded my phone and the Duo Mobile app does not work. - Information Security\" \/>\n<meta property=\"og:description\" content=\"If you upgraded or changed your phone and you do NOT have your old device, please contact askit@yorku.ca or your local IT support group for assistance and do not proceed with the instructions below. 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