Duo: Disable and Report a Missing or Broken Device

It happens to everyone from time to time: tokens break, tablets die, phones fall into the wrong hands. By following these steps right away, you can still keep yourself and the U secure.  

Disable Your Missing Device

As soon as you notice your device is broken or missing, it's important that you remove it from your list of Duo devices. This will prevent other people from logging in as you.

Use a Second Duo Device to Disable the Missing One

If you had previously enrolled a second Duo device, you can use it to delete your lost or stolen device.

  1. Navigate to your My Account page.
  2. On the left-hand side of the screen, select Duo.
    My Account page menu with Duo highlighted
  3. In the Duo screen, select My Settings & Devices.
    Duo Security authentication screen with My Settings & Devices highlighted
  4. Sign into Duo from your second device (this step lets Duo know that it's really you).
    Duo Security authentication screen after selecting Send Me a Push
  5. Click Device Options next to the device that you lost. 
    Duo Security authentication screen with Device Options highlighted
  6. Click Delete (the red icon that looks like a garbage can).
    Duo Security authentication screen with trash button selected
  7. Confirm that you really intend to delete this device.
    Duo Security authentication screen with Are you sure you want to removed this device? message
  8. Click Done. You will see a confirmation message at the bottom of the screen.

Don't Have a Second Duo Device?

If you aren't able to log in to Duo at all, then your campus technology help staff can disable the missing device.   

  1. Contact your campus technology help staff or email [email protected] as soon as you realize your device is missing.
  2. Ask the support person to disable your device.
  3. Request bypass codes so that you can keep logging into University webpages.

Report a Lost or Stolen Device

In addition to disabling it, if your Duo-enrolled device is lost or stolen, report it to the Technology Help service desk as soon as possible at 612-301-4357 (1-HELP). 

Keep Using Duo

Use Your Backup Device

If you've enrolled a back-up device (STRONGLY RECOMMENDED), simply choose it from the device drop-down list at the top of the Duo authentication page. Then select the appropriate method:

  • Send Me A Push
  • Call Me
  • Enter a Password 

Don't have more than one phone? Google Voice is free of charge. After you've set it up, you can add it to Duo as if it were a landline.

Note: University accounts created after March 2019 are ineligible for Google Voice.

Use One of Your Bypass Codes

We recommend that you generate a set of bypass codes so that you're prepared in the event that your Duo-enrolled device is not available. This self-service option is easy to use and can keep you working even if your phone accidentally breaks.