Duo - Lost/Stolen/Destroyed Device

Once a user's primary 2fa device is lost/stolen/destroyed, you can ensure your account remains secure and regain access quickly by following the steps in this article. If you need further assistance, please contact your IT help desk.

Objective

If your two-factor device has been lost, stolen, or destroyed, use the methods below to use a backup device to update your Duo two-factor options.

Users

• Employees
• Students

Before You Begin

If you do not have an alternate or backup device, the campus IT help desk can remove the lost/stolen/destroyed device on your behalf and issue a temporary bypass code to allow you to access your accounts while you set up a new authentication device.

Steps

List the steps and include screen shots when necessary:

1. Visit True You Self-Service and click 'login' (top right-hand corner).
2. In the Duo prompt, select 'Other Options', then choose the alternate method to finish authenticating.
   1. 
3. Click 'Two-Factor Management'
4. Click 'Manage TrueYou Two-Factor Devices' (You may be asked to authenticate once more)
5. Locate the device in the list
   1. Click "Edit"
   2. Click "Delete"
6. Click 'Add device' and proceed with enrollment if you already have the new device