Managing DUO Phone Numbers and Resets

Overview

This article explains how to update a user's DUO Authentication phone number in Security Center. Use this guidance when a user needs to enroll a new phone number, when the existing DUO phone needs to be replaced, or when the user has a new phone but has kept the same phone number.

Changing the DUO Phone Number for an Existing User

When a user's phone number changes, the existing phone number must first be deleted from the user in Security Center, and an enrollment email must be re-sent so the user can enroll the new number.

How to Delete the Old Number and Enroll a New One

  1. Access Security Center and select the user.

  2. In the DUO MFA Phone Info section, select Delete Phone to remove the old number.

  3. After deleting the phone number, select Resend Enrollment Email in the Enrollment DUO MFA Info section to send the enrollment email to the user for the new phone number.

  4. The user completes the enrollment steps in the email to add the new phone number.

Reactivating DUO When the User Has a New Phone with the Same Number

If the user has replaced their phone but kept the same phone number, the DUO Mobile app must be reactivated on the new device by sending an activation text.

How to Send an Activation Text

  1. Access Security Center and select the user.

  2. In the DUO MFA Phone Info section, select Send Activation SMS.

  3. The user receives a text message on the phone number on file containing a link to activate the DUO Mobile app on the new device.

Tips

  • Confirm the correct scenario before proceeding — a new phone number requires deletion and re-enrollment, while a new phone with the same number only requires an activation SMS.

  • Verify the phone number on file is correct before selecting Send Activation SMS so the message reaches the correct device.

  • Remind users to check for the enrollment email or activation SMS shortly after each action is triggered so the process can be completed promptly.

Key Takeaways

  • For a new phone number, delete the old number from the DUO MFA Phone Info section, then select Resend Enrollment Email so the user can enroll the new number.

  • For a new phone with the same phone number, select Send Activation SMS to reactivate the DUO Mobile app.

  • All actions are performed in Security Center under the affected user's profile.