Audience
Public - Students / Faculty and Staff
Task
A Central Piedmont user obtains a new device and needs to reactivate either their Duo or Microsoft Authenticator account on that new device.
There are multiple scenarios that a user may fall into. Please follow the scenario that best fits your current situation.
Prerequisites for DUO Accounts
The prerequisites are:
1. The new device is in hand.
2. The old device that was previously used for Duo Authentications is also in hand and has not been factory reset. (Android, Duo Fob, non-iPhone devices ONLY)
3. An Internet connection is available.
4. Duo Mobile is installed on the new device.
5. Users Duo Mobile backup account is connected on the new device. (Mobile Phones Including iPhones, Androids, and Google phones)
Solutions
Processes related to a new device being an Android, See scenarios 1 – 3, 7, and 8
Processes related to a new device being an iPhone, see scenarios 4 - 8
New device is an Android Phone.
NOTE: You must still have access to your previous Duo Mobile Device and the device must not be Factory reset!
With Same Phone Number – Scenario 1
Scenario 1: Your NEW device is an Android, and your PREVIOUS device was an Android.
Solution: Restoring Duo Mobile- Android
With NEW Phone Number – Scenarios 2 - 3
Scenario 2: Your NEW device is an Android, and your PREVIOUS device was an Android.
Solution: Restoring Duo Mobile- Android
Scenario 3: Your NEW device is an Android, and your PREVIOUS device was an iPhone.
Solution: Add another device in AMP and delete your PREVIOUS device after accounts are connected to your NEW phone.
Add/Remove Duo Devices Using Universal Prompt
New device is an iPhone.
With Same Phone Number – Scenario 4
Scenario 4: Your NEW device is an iPhone, and your PREVIOUS device was an iPhone.
Solution: Restoring Duo Mobile- iOS
With New Phone Number – Scenarios 5 - 6
Scenario 5: Your NEW device is an iPhone, and your PREVIOUS device was an iPhone.
Solution: Restoring Duo Mobile- iOS
Scenario 6: Your NEW device is an iPhone, and your PREVIOUS device was an Android.
Solution: Add another device in AMP and delete your PREVIOUS device after accounts are connected to your NEW phone.
Add/Remove Duo Devices Using Universal Prompt
Previous device was a Duo Fob.
Scenario 7: Your NEW device is a Mobile phone, and your PREVIOUS device was a Duo Fob.
Solution: Add another device in AMP after authenticating into AMP using the passcode from your Duo Fob.
Add/Remove Duo Devices Using Universal Prompt
Previous device was not a Mobile Phone or Duo Fob.
Scenario 8: Your NEW device is a Mobile phone, and your PREVIOUS device was neither a Duo Fob or Mobile Phone.
Solution: Add another device in AMP after authenticating into AMP using the previous authentication device.
Add/Remove Duo Devices Using Universal Prompt
Prerequisites for Microsoft Authenticator Accounts
1. The new device is in hand.
2. The old device that was previously used for Microsoft Authenticator is also in hand and has not been factory reset. (For users with NEW phone numbers only.)
3. Users Microsoft Authenticator backup account is connected on the new device. Back up account credentials in Microsoft Authenticator.
Solutions
New device with same phone number.
Solution: If your phone number has remained the same on your new device, you can use this option to verify your identity and set up Microsoft Authenticator on your new phone. During the setup process, select "Use phone number" and follow the prompts to enter your phone number and receive a verification code.
New device has NEW phone number.
Solution If the phone number you have registered for Microsoft MFA has changed, you MUST have your previous device to gain access to your Microsoft account to update your device information on the Security Info Page. Using the Security info page
User does not have access to account backup OR has switched devices types.
Solution: You can only backup and restore on the same device type: i.e. accounts backed up using an iOS device cannot be restored on an Android device. If this is the case, or you do not have access to a backup account to restore Microsoft Authenticator credentials, please contact the ITS Service Desk to have your authentication reset and then follow the instructions to Re-register MS Authenticator.
*Note that if a Yubikey has been set up, it will not reset that, MS will not prompt for More information, instead it will automatically ask to authenticate with Yubikey.
Outcome
The new device will be registered and activated with Duo Mobile or Microsoft Authenticator.