Changing Multi-Factor Authentication with Duo to a New Phone

Background

If you are a university employee using Multi-Factor Authentication with Duo, and you use your phone as an authentication device, and you get a new phone, you will need to transition over to using the new phone as your authentication device. If you have your credentials backed up using Duo Restore, you can restore your saved credentials to the new phone. Otherwise, you can transition from your old phone to the new phone as follows.

If You Have Your Old Phone

  1. Install the Duo Mobile app on your new phone.
  2. On a computer, go to account.pacificu.edu
  3. Click "Log in" in the upper right
    1. Log in with your PUNet ID and password.
    2. Authenticate using duo on your old phone when prompted.
  4. Click “Duo MFA” on the left.
  5. Click "Add or Manage Devices"
    1. Login in with your PUNet ID and password again if prompted
    2. Authenticate using duo on your old phone again if prompted
  6. You should be taken to the “My Settings & Devices” page which shows all of your current devices
  7. Click “I have a new phone,” then "Get Started."
  8. Link your new phone to your Duo account.
    1. Verify that you have the Duo Mobile app installed, and open it up.
    2. In the app on your phone, click "Setup a new account"
    3. Select "Use a QR Code"
    4. When prompted, open the Duo app on your new phone, give it permission to access your camera if prompted, and then aim the camera at the QR code on the screen.
  9. Your new phone is now linked to your Duo account!

If You Don't Have Your Old Phone

  1. Install the Duo Mobile app on your new phone.
  2. Call the Helpdesk (503-352-1500) during open hours for a temporary passcode.
  3. On a computer, go to account.pacificu.edu
  4. Click "Log in" in the upper right
    1. Log in with your PUNet ID and password.
    2. Click other options
    3. Click “Bypass code” and use the passcode given to you by the Helpdesk.
  5. Click “Duo MFA” on the left.
  6. Click "Add or Manage Devices"
    1. Log in with your PUNet ID and password again if prompted
    2. Click other options
    3. Click "Bypass code" and use the passcode given to you by the Helpdesk
    4. You should be taken to the “My Settings & Devices” page showing your old phone.
  7. Click “I have a new phone,” then "Get Started."
  8. Link your new phone to your Duo account.
    1. Verify that you have the Duo Mobile app installed, and open it up.
    2. In the app on your phone, click "Setup a new account"
    3. Select "Use a QR Code"
    4. When prompted, open the Duo app on your new phone, give it permission to access your camera if prompted, and then aim the camera at the QR code on the screen.
  9. Your new phone is now linked to your Duo account!

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