How to reconnect the Duo Mobile App on a new phone

If you have gotten a new phone and the phone number is the same, you can reconnect the Duo Mobile app to your account through the Duo Self-Service Portal.

  1. Go to archpass.uga.edu to access the self-service portal.

  2. Log into UGA SSO with your UGA MyID and password on the SSO page and click Login. 
    Screenshot of UGA SSO login.

  3. You will be asked to verify your identity. Use the option for Phone Call or Text message passcode.
    Screenshot of list of authentication method options for Duo verification.

  4. You will then get a list of current devices on your account. Select I have a new phone link for the entry for your phone number.
    Screenshot of device list with "I have a new phone" link circled.

  5. A box for the new phone setup will appear. Select Get started.
    Screenshot of Duo setup for new phone with the same number with a "Get started" button.

  6. You will be asked to confirm you have ownership of the phone number. Select Send me a passcode for a text message code or select Or call my phone for a phone call verification.
    Screenshot of Duo new phone setup with phone number listed and option to send a passcode or a call made to the phone.

  7. Enter the passcode received by text into the text box and click Verify.
    A screenshot of the text message verification code. Screenshot of Duo phone setup with "Enter a passcode" screen with text box and "Verify" button.

  8. You will then be instructed to download and install the Duo Mobile app. Follow the installation directions for your device. Once you have successfully installed the Duo Mobile app on your device, you will then hit the Next button.
    A screenshot of the Duo setup "Download Duo Mobile" screen with instructions to download duo mobile as well as a "Next" button to continue.

  9. You will move on to the activation page where you will be instructed to to scan the QR code via the Duo Mobile App or your camera app on your phone.
    A screenshot of the Duo setup with a QR code and an alternative option of "Get activation link instead".

  10. You can use either a QR code or an activation link sent to your email to connect your account with the Duo Mobile app

    1. Using a QR code

      1. If you done a fresh install of Duo Mobile

        1. In the app, tap Set up account on the Welcome screen.
          Screenshot of Duo Mobile app welcome screen.

        2. Then click Use a QR code.
          Screenshot of Duo Mobile app add account screen with use QR code or activation code buttons.

        3. The camera will open, allow camera permission if needed, and then scan the QR barcode.

        4. You will get a checkmark on the QR code after successfully scanning
          Screenshot of Duo self-service portal QR code screen with checkmark over code.

      2. If you transfer the Duo Mobile app and the UGA account is listed in the app but it says Account disabled

        1. Tap Reconnect.
          Screenshot of Duo Mobile app where UGA account says "Account Disabled" with a "Reconnect" button.

        2. Then select Scan QR code.
          Screenshot of Duo Mobile app for reconnecting account page with "Scan QR code" and "Enter activation code" links.

        3. The camera will open, allow camera permission if needed, and then scan the QR barcode.

        4. You will get a checkmark on the QR code after successfully scanning
          Screenshot of Duo self-service portal QR code screen with checkmark over code.

    2. Using an activation link by email

      1. To receive the email, click Get an activation link instead.
        A screenshot of the Duo setup with a QR code for setting up the Duo mobile app. There is a link for "Get an activation link instead" which is circled.

      2. On the Send link to your email screen, enter your email that you can access on the device with the Duo Mobile app and then click Send Email.
        A screenshot of the Duo setup app activation with a box for typing in email and "Send Email" button.

      3. Go to the inbox of the email you entered on the device you installed Duo Mobile on. You should see an email titled Duo Mobile Activation. Open the email and click the link. If it asks if you want to open Duo Mobile, hit open or allow.
        A screenshot of the Duo activation email in Outlook. The email contains directions and a Duo activation link for activating Duo mobile.

  11. After scanning the QR code in the app or opening the activation link, click Save after selecting what to name the account.
     Screenshot of Duo Mobile app to name the added UGA account after activation and save. Screenshot of Duo Mobile app with completed activation and saving of UGA account.

  12. After activating the app, the self-service portal will take you to a screen that says Added Duo Mobile. Then click Continue.
    A screenshot of the Duo setup showing you have successfully activated Duo Mobile for your new phone.

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