MFA-Duo - What to do when changing SIM card, Phone Number or Phone
This document explains what you'll need to do if you've changed your SIM card, phone number or phone. The content of this document has be taken directly from Duo's support documentation and slightly modified to meet UW-Madison's implementation.
Changing SIM Card
Changing your SIM card will not affect the way you authenticate (even if it changes your phone number) because the Duo Mobile app is tied to your smartphone's hardware security module (HSM). You should still be able to accept a push or generate a passcode from the Duo Mobile app (even when your smartphone is in airplane mode or lacks cell/ wi-fi service).
To generate a passcode:
- Simply open the Duo Mobile app and click the UW Madison NetID Login down arrow located at the upper right-hand corner of your smartphone. This will generate a six-digit temporary passcode.
- Enter the six-digit code provided on your smartphone in the Multi-Factor Authentication portal to complete the authentication process.
Permanently Changing Phone Number
Assuming the user still has Duo Mobile installed and the ability to authenticate via push or a passcode, they should follow the procedure for adding a new device. See MFA-Duo - Adding Additional or Backup Devices
If they do not have any means of authenticating they
should contact their help desk. We recommend deleting the old device as soon as possible, see MFA-Duo - Removing Devices
Since Duo Mobile is tied to a specific device's HSM, the user will need to reinstall and reactivate Duo Mobile on their new phone. See MFA-Duo - First Time Setup for Smartphone or Tablet
Changing Phone, Keeping same phone number
In this scenario, you will simply need to reactivate Duo Mobile for your new phone by visiting mfa.wisc.edu.
Login with your NetID and password.
Click Manage MFA Preferences and Devices.
You will be prompted for MFA. If you do not have access to your previously registered phone, you will need to get a temporary code to be able to access the Multi-Factor Authentication Portal. See MFA-Duo - Request a Temporary Passcode
Click the Device Options button next to your previously registered phone.
Click Reactivate Duo Mobile.
Install Duo Mobile on your new phone.
Click I have Duo Mobile Installed.
Follow the onscreen prompts to scan the QR code.
Your phone should now be reactivated and ready for use with MFA Duo.
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.
If you would like to share your thoughts regarding the usability or accessibility of the MFA user experience, please use our Feedback Form. We appreciate your feedback.
How to get access to a Security Key or Duo Token/Fob
Students can come to the DoIT Help Desk location at 1210 W. Dayton St., Madison, WI 53706 on the first floor of the Computer Science and Statistics Building or at the front desk of Ebling Library, located on the 2nd floor of the Health Sciences Learning Center (HSLC) located at 750 Highland Avenue. In addition, get help at dozens of DoIT Pop-Up Help Desks locations (access the Google doc using your NetID@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 53751 on the 2nd floor.
Faculty, Staff, and Researchers
Employees can get access to devices for MFA at their Human Resources Office. For questions contact the DoIT Help Desk at (608) 264-4357 or email email@example.com.