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

A user will not need to reactivate Duo Mobile after switching SIM cards, because the app is tied that device's hardware security module (HSM). If changing the SIM card also required their phone number to change, see below.

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

Changing Phone

Note: 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 in order to add your new phone. See MFA-Duo - Request a Temporary Passcode

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.

  1. Login with your NetID and password.

  2. Click Manage MFA Preferences and Devices.

  3. 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

  4. Click the Device Options button next to your previously registered phone.

  5. Click Reactivate Duo Mobile.

  6. Install Duo Mobile on your new phone.

  7. Click I have Duo Mobile Installed.

  8. Follow the onscreen prompts to scan the QR code.

  9. Your phone should now be reactivated and ready for use with MFA Duo.








Keywords:New phone change replace mobile smartphone smart device   Doc ID:87477
Owner:Abrianna B.Group:Multi-Factor Authentication (MFA)
Created:2018-11-02 09:17 CDTUpdated:2019-01-15 12:30 CDT
Sites:DoIT Help Desk, DoIT Tech Store, Multi-Factor Authentication (MFA)
Feedback:  0   0