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Replace Your Smartphone Listed in Two-Step Login

How to replace the smartphone you have listed in Two-Step Login using a new phone with the same phone number or a different phone number.

This article applies to: Two-Step Login


When you have a new smartphone, there are a few steps you need to take to setup the phone you're using for your Two-Step Login account. What you do with your account depends on whether or not you kept your phone number or if you have a new number on your new smartphone.

These steps will also work if your phone had a factory reset.

If you have a new smartphone with the same phone number as your old phone

You can still access services that require Two-Step Login using your new phone and the Call Me login option. To use Duo Push or to generate passcodes, you will need to install and activate the Duo Mobile app on your new phone.

To install and activate the Duo Mobile app on your new smartphone

  1. Using your new phone, download Duo Mobile from your phone's app store.
  2. Log in to Manage Your Two-Step Login.
  3. Select Manage Devices (below the list of your currently enrolled devices).
  4. Two-Step login will prompt you to confirm using a push, phone call, or passcode.
  • You can use your new phone and the Call Me method, not Duo Push, or
  • You can use another device you have enrolled for Two-Step Login.
  1. Scroll to find your old phone with the same phone number under My Settings & Devices.
  2. Select Device Options.
  3. Select Reactivate Duo Mobile.
  4. You will then be guided through the activation process.

For more information see Reactivate Duo Mobile in Duo Security's Managing Your Devices.

If you have a new smartphone AND a new phone number

You will need to delete the old device from your account and enroll the new phone. You can use your alternate Two-Step Login device, such as your desk phone, to log in to the device management site. If you did not enroll an alternate device, contact the IT Service Desk to request an emergency bypass code.

To enroll your new phone and delete the old phone

  1. Using your new phone, download Duo Mobile from your phone's app store.
  2. Log in to Manage Your Two-Step Login.
  3. Select Manage Devices (below the list of your currently enrolled devices).
  4. Two-Step login will prompt you to confirm using a push, phone call, or passcode.
  • You can use another device you have enrolled for Two-Step Login, or
  • You can use an emergency bypass code from the IT Service Desk.
  1. Scroll to find your old phone with the same phone number under My Settings & Devices.
  2. Click Device Options then on the trashcan icon to delete the old device.
  3. Select Add a new device from the left side of the window.
  4. You will then be guided through the process of enrolling your new phone.

For more information, see Duo Security's Adding a new device.

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