What To Do If You Lose or Can't Access Your Authentication Device

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If your primary authentication device is damaged, lost, or otherwise inaccessible and you have linked another device to Duo, you can still access your account using the alternate device.

If You Lose or Cannot Access your Primary Authentication Device

Note: You will need access to at least one of your linked devices before you can regain access to your account. If you do not have access to or have not linked any additional devices, please contact User Support Services at support@stevens.edu or (201) 380-6599.

If you have already linked another device to your account, you can authenticate using that device. Please refer to this Knowledge Base article on how to change the device you use to sign in. If your primary device was stolen or lost, please remove it from your account to prevent anyone else from gaining access. Instructions on removing a device can be found in this Knowledge Base article.

If Your Smartphone is Damaged or You are Sending it in for Repair

If your smartphone is non-functional and have not linked any additional devices, but you have access to an old or temporary phone, you may be able to transfer your SIM card and access your account with the Call Me option. Some phones and carrier plans may not allow you to move your SIM card to a new device. If you are unsure, please contact your phone carrier's customer support for more information and guidance.


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Details

Article ID: 33347
Created
Fri 7/14/17 1:04 PM
Modified
Mon 12/21/20 5:05 PM