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