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, Security Key token, or the Duo push-button token/fob contact the DoIT Help Desk at (608) 264-4357 or email help@doit.wisc.edu. 

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)
Feedback:  0   7