MFA-Duo - Lost or Forgotten Device / Broken Device - Cannot Login

A temporary passcode can be requested to login using MFA Duo if you do not have access to your device. Temporary passcodes are valid for 12 hours and can be used for multiple logins during that 12 hour period. Depending on your security level, you may be able to use a self-service application to request your own temporary passcode or you may need to call the DoIT Help Desk so an agent can verify your identity and issue you a temporary passcode.

Forgotten Devices

If you know you still have your device, but do not have access to it to login now, you can request and login with a temporary passcode. See MFA-Duo - Request a Temporary Passcode for instructions. If you expect to have an extended period without access to a device, you should also generate a list of backup codes. See MFA-Duo - Generating Backup Passcodes for Future Use for instructions.

Permanently Lost or Broken Devices

Once you obtain a replacement device, you should reactivate Duo Mobile on your new device. Follow the instructions on MFA Duo – Activating a Replacement Device. If you do not yet have a replacement device, follow the instructions under Forgotten Devices.

New Phone

Follow the instructions on MFA Duo – Activating a Replacement Device.

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

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. 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.

Pop-up help desk locations will also be available in late September. Availability and locations will be posted soon. For questions contact the DoIT Help Desk at (608) 264-4357 or email 

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 

See Also:

Keywords:duo forgot lost mfa 2fa phone multi-factor authentication two-factor two factor multi factor can't log in login fob token keyfob don't have stolen broken dysfunctional token forgot what if I don't have my token temporary passcode bypass contingency what if I forget my device   Doc ID:81983
Owner:Abrianna B.Group:Multi-Factor Authentication (MFA)
Created:2018-05-01 09:44 CDTUpdated:2019-08-16 12:06 CDT
Sites:DoIT Help Desk, DoIT Tech Store, Multi-Factor Authentication (MFA)
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