Getting locked out of Duo or not being able to authenticate can prevent you from accessing your University accounts. Keep reading to learn how to solve or prevent some issues that can cause problems with using Duo to authenticate.
I’m Locked Out of Duo
If you attempt to authenticate five times and are unsuccessful, Duo recognizes this as an unauthorized attempt to access your personal data and locks your accounts in order to protect them. To unlock your account, you can wait the timeout period (10 minutes), or you can contact MyTech Support by calling (912) 478-2287. Our representatives will verify your identity by asking for unique proof, such as your Eagle ID number, date of birth, or other identifying information before unlocking your accounts.
I Don’t Have Access to WiFi or Cell Signal
Setting up backup methods for authentication in Duo is a great idea in case your default authentication method is inaccessible. the SMS Text Code option allows you to receive a text message containing codes that you can use to authenticate. The Duo App passcode feature allows you to generate a passcode even when Wifi and cell service are inaccessible. Use the instructions in our Enrollment Guide along with the “Add a Device” feature in the Duo prompt screen to set up multiple authentication methods so that you’re always able to access your accounts.
Have questions about Duo or need technology support? Our MyTech Support representatives are happy to help. Please contact us by calling (912) 478-2287.
Lost or Stolen Devices
Contact Us
Bad things happen. If your phone or tablet that you’re using to authenticate through Duo is lost or stolen, contact MyTech Support immediately. We’ll make sure the device can’t be used to authenticate access to your accounts.
Backup Method
We recommend that you set up a backup method, such as the “Call Me” option, for authentication during the enrollment process. You can use this backup method to authenticate in the absence of your trusted device. If you didn’t set up a backup method for authentication, contact MyTech Support for help.
Found Device
Maybe you spoke too soon when you reported your device as lost or stolen. That’s ok–we appreciate it when you act quickly to protect your accounts. It’s easy to add your existing device back to Duo for authentication. Use the “Add New Device” guide to continue using your found device for authentication.