Duo Self-Service Portal

This article will help guide students, faculty, and staff through some common Duo problems that occur such as: the Duo Bypass code prompt, setting up a new device, and completing setup if it was started but not completed.

Introduction

Using the Duo Self-Service portal will allow you to setup your Duo if it stops working. This will resolve the "Bypass Code" prompt message you may see on Duo Mobile authentications and shown below as well as allow you to setup Duo Mobile on a new device.

 

Setup started but not completed

New phone but same phone number

New phone but different phone number

Uninstalled Duo Mobile

Further Reading

Setup started but not completed

If you began setup on Duo but did not complete it and are now receiving a Bypass Code prompt please follow the following instructions:

 

1. Navigate to duo.cpcc.edu
2. Sign in with your CPCC email address and password.
3. Click "Other Options" on the Enter your bypass code prompt
4. Click "Manage Devices"
5. Click "Text message passcode" then "Send a passcode."
6. Enter the passcode texted to your mobile device and click "Verify."
7. Once you progress to the next page click "Add a device."
8. Select Duo Mobile.
9. Enter your phone number and continue with onscreen instructions for normal Duo setup.

New phone but same phone number

If you have gotten a new phone but have the same phone number and Duo is sending the push notification to the wrong phone please follow the following instructions:

1. Navigate to duo.cpcc.edu
2. Sign in with your CPCC email address and password.
3. Select "Text message passode" and send a passcode to you mobile device. 
4. Enter the passcode text to your phone and click "Verify."
5. Click "I have a new phone" underneath your phone.
6. Follow normal onscreen Duo enrollment instructions.

 

New phone but different phone number

If you have a new phone but have a different phone number please call into the ITS Service Desk at: 704-330-5000. We will need to perform identity verification and manually change it for you.

 

Uninstalled Duo Mobile

If you have uninstalled the Duo Mobile application and have begun receiving the Bypass Code prompt you will need to set Duo up again following these instructions:

1. Reinstall the Duo Mobile application from either the Google Play Store or Apple App Store.
2. Navigate to duo.cpcc.edu
3. Sign in with your CPCC email address and password.
4. Click "Text message passcode" then "Send a passcode."
5. Click "Add a device."
6. Select "Duo Mobile."
7. Follow normal onscreen Duo enrollment instructions.

Further Reading

Article - Enrolling Your Account for Multi-Factor Authentication - Duo Mobile