MFA Duo – Activating a Replacement Device

This document will provide instructions for reactivating the Duo Mobile App when you purchase a new phone or tablet, or when receiving a replacement device.

  1. If you are currently unable to login to MFA because you do not have another device setup or you do not have a saved list of backup codes, you will need to request a temporary passcode to login. If you are able to login with MFA now you can skip this step. Click Requesting a Temporary Passcode for instructions.

    1. Navigate to https://login.wisc.edu/duo-recovery and login with your NetID and Password.

    2. Answer the recovery questions you set when you setup your NetID. Click Next.

      NetID Recovery Questions

    3. If you see a page that provided you a 9 digit passcode, click Copy to copy the code or write it down. We will use it shortly.

      MFA Temporary Passcode Prompt

      If you did not answer the questions correctly, you will see an error. Click Try Again. If you continue to experience issues, call the DoIT Help Desk at 608-264-4357 (option 1) to request a temporary passcode. The DoIT Help Desk cannot provide temporary passcodes over chat or email.

      At this point, you should verify the user's identity and provide a code as instructed in [Link for document 81852 is unavailable at this time.]

      MFA Passcode Request Failed

  2. Navigate to the UW-Madison MFA Portal at MFA.wisc.edu and login with your NetID and password if requested. Once there, click Manage MFA Preferences and Devices.

    UW-Madison MFA Portal Manage Preferences and Devices Button

  3. You will see a page that says Manage Your Multi-Factor Authentication (MFA) Devices and prompts you for a MFA-Duo Login. Click the Enter a Passcode option.

    Enter a Passcode Button Highlighted

  4. Enter the temporary passcode you received at step 1, then press Login.

    Passcode entered into the Login with Passcode field

  5. Find the device you wish to re-activate, then click Device Options.

    Click Device Options

  6. Click Reactivate Duo Mobile.

    Click Reactivate Duo Mobile

  7. Follow the instructions for activating your device by clicking the device you are setting up:

    1. Select Mobile phone then press Continue.

      Device type list with Mobile selected

    2. Enter the phone number of the device. Next, verify this is the correct number of the device by checking the box. Now press Continue.

      Phone number entered into field

    3. Select the type of phone that the number is associated with (iPhone, Android, or Windows Phone) and press Continue.

    4. Download the Duo Mobile Application on the new device you are adding, if not already downloaded:

    5. Configure the Duo App on your mobile device and finish adding the device in MFA Portal:

      1. Open the Duo App on your phone.

        Note: After opening the Duo App, you may be asked to accept notification and camera privileges. Click Allow if prompted.

      2. In the MFA Portal, click I have Duo Mobile installed.

        Prompt for confirmation that the Duo app is installed on the desired device

      3. In the Duo App on your device, tap the plus sign button.

      4. Using your device, scan the QR code on the screen in the MFA Portal and click Continue.

        The following video from Duo demonstrates how to scan the QR code: Duo Self Enrollment

        Barcode with a green check mark indicating that the device was successfully registered

    1. Select Tablet then press Continue.

      Device type list with Tablet selected

    2. Select your device type (iOS or Android) and press Continue.

    3. Download the Duo Mobile Application for iOS or Android on your tablet, if not already downloaded:

    4. Configure the Duo App on your tablet and finish adding the device in MFA Portal:
      1. Open the Duo App on your tablet.

        Note: After opening the Duo App, you may be asked to accept notification and camera privileges. Click Allow if prompted.

      2. In the MFA Portal, click I have Duo Mobile installed.

        Prompt for confirmation that the Duo app is installed on the desired device

    5. In the Duo App on your device, tap the plus sign button.

    6. Using your device, scan the QR code on the screen in the MFA Portal and click Continue.

      The following video from Duo demonstrates how to scan the QR code: Duo Self Enrollment

      Barcode with a green check mark indicating that the device was successfully registered

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.

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

How to get access to a Security Key or Duo Token/Fob 

Students

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 or at the front desk of Ebling Library, located on the 2nd floor of the Health Sciences Learning Center (HSLC) located at 750 Highland Avenue. 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.

For questions contact the DoIT Help Desk at (608) 264-4357 or email help@doit.wisc.edu

Faculty, Staff, and Researchers

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 help@doit.wisc.edu. 




Keywords:new phone not working push issue android iphone lost forgot temporary passcode password login attempt bought purchased broken tablet ios reactivate re activate activating device reactivation mobile re-activate   Doc ID:88607
Owner:John B.Group:Multi-Factor Authentication (MFA)
Created:2018-12-19 15:34 CSTUpdated:2019-12-03 10:21 CST
Sites:DoIT Help Desk, DoIT Tech Store, Multi-Factor Authentication (MFA), UW Housing
Feedback:  5   4