Summary
This Knowledge Article explains how to reactivate your Duo Mobile account if it becomes disconnected or if you switch to a new phone. It outlines the two available recovery paths: one for users who still have access to their old device and another for those who do not. The KA provides step‑by‑step instructions for adding a new phone, reactivating Duo Mobile, and removing an old device or phone number if necessary. It also includes guidance on recognizing common Duo-related issues, such as being
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Overview
The instructions below will guide you through reactivating your Duo Mobile account if you have gone through any of the situations below:
- Received a new phone and are being asked for a Bypass Code when signing in
- Deleted Duo Mobile from your phone
- Received a New Phone and a New Number
Reactivating your device is a quick process and typically takes only a few minutes.
Because the steps vary depending on your situation, please select the appropriate option from the dropdown menus below:
- The Add a Phone with Existing Device (Using Laptop and Desktop) option provides instructions if you still have a device that currently has Duo installed and will be using a Laptop/Desktop to follow the steps.
- The Add a Phone with Existing Device (Using a Phone) option provides instructions if you still have a device that currently has Duo installed and will be using a phone to follow the steps.
- The Add a Phone (Without Access to Existing Device) option explains what to do if you no longer have access to your previous device.
If neither option fits your situation or you encounter any issues during the process, please contact the Service Desk at (936) 294‑1950 for assistance.
Instructions
Add New Phone with Existing Device (Using Laptop and Desktop)
Reactivating Duo Mobile
- Open a web browser on a laptop or desktop computer.
- Go to duo.shsu.edu.
- Sign in using your SHSU email in this format:
- When prompted to verify with Duo, approve the request on your old device.
- After signing in, you will see your old phone listed along with an option to Add a Device.
- Click Add a Device.
- Select Duo Mobile.
- Enter your phone number.
- Confirm the number is correct:
- If correct, click “Yes, it's correct.”
- You’ll be prompted to download Duo Mobile:
- If you haven’t downloaded it, install it from the App Store or Google Play Store (free).
- If you already have it installed, continue to the next step.
- Once Duo Mobile is installed, click Next.
- A QR Code will appear on your computer screen.
- On your phone, open the Duo Mobile app:
- If you just downloaded it: tap Add an account → Use QR Code.
- If Duo is already installed and asks for reactivation: tap Add+ → Use QR Code.
- Scan the QR code shown on your computer.
- After scanning, complete the setup steps within the app, your phone will sync with your SHSU Duo account, and your device will be fully reactivated.
- Your new device will appear on the Duo Mobile website, confirming successful reactivation.
- If you received a new number with your new phone proceed to step 17, if not then you are done.
- Click Edit next to your old phone and phone number.
- A Delete option will appear—click it.
- You’ll be asked to confirm the deletion.
- Once confirmed, your old phone and number are fully dissociated from your Duo account.
Note: If you run into any issues while going through this process please feel free to give the SHSU Service Desk a call at (936) 294-1950
Add New Phone with Existing Device (Using a Phone)
Reactivating Duo Mobile
- Open a web browser on your phone.
- Go to duo.shsu.edu.
- Sign in using your SHSU email in this format:
- When prompted to verify with Duo, approve the request on your old device.
- After signing in, you will see your old phone listed along with an option to Add a Device.
- Click Add a Device.
- Select Duo Mobile.
- Enter your phone number.
- Confirm the number is correct:
- If correct, click “Yes, it's correct.”
- You’ll be prompted to download Duo Mobile:
- If you haven’t downloaded it, install it from the App Store or Google Play Store (free).
- If you already have it installed, continue to the next step.
- Once Duo Mobile is installed, click Next.
- A you will be redirected to the Duo Mobile Application.
- After completing the setup steps within the app, your phone will sync with your SHSU Duo account, and your device will be fully reactivated.
- If you received a new number with your new phone proceed to step 15, if not then you are done.
- Go back to duo.shsu.edu
- Click Edit next to your old phone and phone number.
- A Delete option will appear—click it.
- You’ll be asked to confirm the deletion.
- Once confirmed, your old phone and number are fully dissociated from your Duo account.
Note: If you run into any issues while going through this process please feel free to give the SHSU Service Desk a call at (936) 294-1950
Add a Phone Without Access to Existing Device
If you no longer have access to the device that had the Duo Mobile app installed, you’ll need to contact the SHSU IT Service Desk by phone (936) 294-1950. A phone call is required so we can securely verify your identity before assisting you.
If you received a new phone number when you received your new phone, the verification will need to be conducted through a Zoom Meeting and we will need to confirm your identity with any form of Government ID.