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 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:
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
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.
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 MFA-Duo - Accessibility & Usability Information. If you encounter a barrier or need assistance, please contact the DoIT Help Desk or call (608) 264-4357.
Students, to obtain a token/fob, please contact the DoIT Help Desk (608) 264-4357 or email firstname.lastname@example.org. 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 53715 on the 2nd floor.
Employees can get access to devices for MFA at their Human Resources Office or IT department. For questions contact the DoIT Help Desk at (608) 264-4357 or email email@example.com.