What To Do If You Get a New Phone

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When you get a new phone, there are a few steps you can take to ensure you maintain access to your account after the transition.

Before Getting Your New Phone

Before getting your new phone, you should make sure that you currently have more than one way of accessing your account. The easiest way would be adding another device like a tablet or phone number.

If you are going to keep the same phone number, please verify that you can authenticate using the Call Me option. You can use this option to authenticate on your new phone, then follow the steps in this knowledge base article on reactivating a device on your new phone to link it to Duo.

If your new phone has a new number and you will be giving away your old phone, and you do not have any additional devices to link to your account, you may temporarily add a trusted family member's or friend's device. Once you get your new phone, you can link it to your account by following the steps to add a new device to Duo. After linking your new phone, please follow the steps to remove any temporary or old devices that you do not want to have access to your account.

If you are not able to add a temporary recovery device before giving away your old phone and getting your new phone number, contact User Support Services at support@stevens.edu or (201) 380-6599 as soon as possible for assistance with linking your new device.

If You Got a New Phone and Kept Your Old Phone

If you still have your old device, you can use that to log in to your account and link your new phone to Duo. Please follow the steps in this knowledge base article on reactivating a device on your new phone. You can use your old phone (or any other linked device) to get to your Duo device settings.

Please be sure to download the Duo Mobile app (iOS | Androidand scan the activation code on your new phone to properly link it to Duo. After linking your new phone, you can add your old phone as a tablet to keep it as a backup authentication method

If You Got a New Phone but Gave Away Your Old Phone

If you have not linked any other devices to Duo but kept the same phone number, you can still authenticate using the Call Me option. Once you get your new phone, use this option and follow the steps in this knowledge base article on reactivating a device on your new phone to link it to Duo.

Please be sure to download the Duo Mobile app (iOS | Android) and scan the activation code on your new phone to properly link it to Duo. When you are done, please review your currently linked devices and remove any that should no longer have access to your account.

If You are Changing Your Phone Number

If you are getting a new phone number, it is recommended that you keep your old phone or add another device so you can keep access to your account. Once you do, follow the steps in this knowledge base article to add your new phone and remove your old phone number so no one else has access to your account.

If you do not have access to any additional devices and your existing phone number will be deactivated, please contact User Support Services at support@stevens.edu or (201) 380-6599 as soon as possible for assistance with linking your new device.


If this knowledge base article has not resolved your issue please click here to submit a Self Service Ticket.

Details

Article ID: 122499
Created
Fri 12/11/20 11:43 AM
Modified
Thu 4/1/21 1:18 PM