CAE Duo: Reactivating the Duo App and Getting a Temporary Bypass Code

1. Navigate to the UW-Madison MFA Portal at MFA.wisc.edu and login with your NetID and password if requested. Once there, click Manage MFA Preferences and Devices.

   

2. You will be prompted for your NetID and password again, as well as MFA.

   If you are currently unable to login to MFA because you do not have another device setup or you do not have a saved list of backup codes, you will need to use a temporary passcode (see MFA-Duo - Request a Temporary Passcode) to continue. If you are still able to log into Duo with a device or backup passcode, you can use those instead. If you are unable to request a temporary passcode and have no other backup options, you will need to call the DoIT Help Desk at 608-264-HELP (4357) to request a bypass code.

   • To enter a temporary passcode, select Other options.

     

   • Select Bypass code from the list.

     

   • Enter the temporary bypass code that you either 1) generated, 2) had from a list of backup codes, or 3) requested from the DoIT Help Desk and select Verify.

     

3. You will arrive at the Duo Security - Device Management portal. Find the device you wish to reactivate and select I have a new phone.

   NOTE: Steps 3-7 are the same whether you are reactivating a mobile device or a tablet.

   

   1. If you receive the following "Something went wrong" error, please try deleting the device ("Edit" --> "Delete") and re-adding it. If this does not resolve the error, please contact the DoIT Help Desk at 608-264-4357 for assistance.

      

4. Click Get started if your new device is using the same phone number as before. If you have a new number, follow the steps for adding a new device instead.

   

5. Download Duo Mobile on your new device if you have not already and select Next.

   • iOS: Download the Duo Mobile App from the App Store.

   • Android: Download the Duo Mobile App from the Google Play Store.

     

6. Configure the Duo App on your mobile device and finish adding the device in Device Management Portal:

   • Open the Duo App on your device.

     Note: After opening the Duo App, you may be asked to accept notification and camera privileges. Click Allow if prompted.

   • If this is your first time enrolling with Duo on this device, you will arrive at the following screen. Press Continue.

     (Note: If it is not your first time using Duo on this device, tap the Add + button in the top right corner and select the Use QR code option.) 

     

   • Select Use a QR code.

     

   • Using your device, scan the QR code on the screen in the Device Management portal. (Do not scan the QR code in this KB document)

     

   • If you are reactivating Duo on your new mobile device, you will be prompted to "Open Duo Mobile" from your mobile browser which will perform the same action as scanning a QR code:

     

7. You will see the following screen in your browser if your device reactivation is successful, and your mobile phone should return to the Duo home screen. Click Continue. Reactivation is complete!

   

See accessibility & usability information

We work with our users to address access and usability barriers in the MFA user experience. Learn details about known access barriers and workarounds at MFA-Duo - Accessibility & Usability Information. If you encounter a barrier or need assistance, please contact the DoIT Help Desk or call (608) 264-4357.

For questions regarding how to get access to the MFA mobile app contact the DoIT Help Desk at (608) 264-4357 or email help@doit.wisc.edu.

How to get access to a Security Key or Duo Token/Fob 

Students

Students, to obtain a token/fob, please contact the DoIT Help Desk (608) 264-4357 or email help@doit.wisc.edu. Students with disabilities can also request a token or security key at the McBurney Disability Resource Center, 702 W. Johnson St., Suite #2104, Madison WI 53715 on the 2nd floor.

Faculty, Staff, and Researchers

Employees can get access to devices for MFA at their Human Resources Office or IT department. For questions contact the DoIT Help Desk at (608) 264-4357 or email help@doit.wisc.edu. 

CAE Duo Temporary Bypass Code

If CAE Duo authentication is unavailable, follow the steps below to generate a temporary bypass code.

Step 1 — Access MFA Recovery

Navigate to https://mfarecovery.cae.wisc.edu/ and log in with your NetID and password.

Step 2 — Authenticate

You will be prompted to authenticate using NetID Duo and select Continue. If you do not have access to NetID Duo, complete NetID recovery first (see Section 1 above).

Step 3 — Request Temporary Code

After logging in, complete the required fields and select Request Temporary Code. Save the information.

• A 9-digit temporary bypass code will appear in a green confirmation box.
• The code is valid for 12 hours.
• Requesting a new code will invalidate previous codes.

Reactivating the CAE Duo App

It is recommended to have a second device (computer or tablet) available to scan the QR code during setup.

Step 1 — Open the CAE Duo Portal

Go to https://mfa.cae.wisc.edu/ and log in with your CAE credentials. 

Step 2 — Manage Devices

After logging in, select Manage Devices. You will be asked to enter your CAE password again, followed by a Duo prompt.

If you needed to generate a temporary Duo code, as listed above, you can use it to authenticate here:

1. Select "Other Options"
   
   
   
   
2. Select "Bypass Code"
   
   
   
   
3. Enter the bypass code you generated earlier
   
   
   
   

Step 3 — Select “I Have a New Phone”

Within Device Management, locate your current device and select I have a new phone. This process is the same for smartphones and tablets.

Step 4 — Confirm Setup

Select "Get Started" if your phone number has indeed not changed.  If your phone number has changed, you will need to go back to the Device Management page and select "Add a device", then see the "Smart Phone" section of the "CAE Duo - Activating the Duo app" Article

Step 5 — Install Duo Mobile

Ensure the Duo Mobile app is installed on your device (available for iOS and Android).

Step 6 — Scan QR Code

1. Open the Duo App on your phone.
   
   Note: After opening the Duo App, you may be asked to accept notification and camera privileges if this is the first time you're opening it. Click Allow if prompted.

2. In the Duo App on your device, tap the "Add +" button in the top right corner and select the "Use QR code" option.

3. Using your device, scan the QR code on the screen in the Device Management portal.

Step 7 — Confirmation

If activation is successful, a confirmation screen will appear in your browser and the Duo app will return to the home screen.