Duo: Lost or Broken Hardware Token
Lost Hardware Token
Duo works with two types of tokens: U2F tokens (also referred to as 'security keys') and hardware tokens. This page describes what to do if your hardware token is lost or broken.
A hardware token can only be used by the person they are assigned to, so you do not need to worry about someone else using it.
- See Use a Bypass Code to get a temporary code to use while you are waiting for your new token.
- See Request a Hardware Token to request a new token and report the missing token.
If you find a hardware token and cannot find the owner, please return it to your campus' Technology Help location.
Broken Hardware Token
Before you dispose of your token, check if it is just out of sync. You may be able to re-sync it by attempting to log in three times in a row, with a new code each time. If that still fails after the third attempt, contact Technology Help.
Why do tokens get out of sync?
The codes that tokens generate can become out of sync with the Duo authentication system. If you keep your token in a pocket or on a keyring - or if you have someone in your life who likes to press buttons - your token may get out of sync because
- the button was pressed repeatedly over a short period of time
- the token generated numbers that were not used
- the token was not used for over a month
- the battery is dying (token batteries generally last between 2 and 5 years)
If your token is truly out of commission, see Dispose of a Hardware Token.