How Do I Add a New Mobile Phone/Tablet (Different Phone Number) to Duo?


How do I add a new mobile phone/tablet with a new phone number to the Duo Authentication System?


The process below is designed to work only if you still have the old phone/tablet or access to the old authentication phone number and would like to add a new device with a new phone number. If you no longer have access to the old number or tablet/phone, please call ITS at 419-372-0999 for assistance.

If you are not planning to use your old phone number or device again, then you should first add your new device and then un-enroll the old device.

Add New Mobile Phone/Tablet*

  1. Download the Duo Mobile app onto your new device.
  2. Open a browser on the new device and navigate to
  3. Log in with your BGSU username and password.
  4. Click Cancel at the bottom of the Duo screen. If Options show greyed out.
    *Skip to next step if 'Cancel' button is not shown.
  5. Select Settings (may appear as the Menu / Hamburger Icon).
  6. Select Add a new device from the Two Factor Authentication screen.
  7. Authenticate using the Duo Call Me method on your old device.
  8. Select Mobile Phone.
  9. Select Continue.
  10. Enter your new phone number.
  11. Verify the phone number.
  12. Select Continue.
  13. Select the new device's operating system.
  14. Setup will ask if you have installed the mobile app (on your NEW device); select I have Duo Mobile Installed.
  15. QR code will appear on your screen. Open the Duo Mobile app on your new device and select the + (plus) sign at the top of the app screen.
  16. Use your new device to scan the QR code on your old device's screen.
  17. Select Continue. Your new devices should now be listed as a device to use for Duo Two Factor Authentication.

*Secondary authentication devices are typically mobile phones or tablets.

Un-Enroll Old Mobile Phone/Tablet

  1. Open a new browser window and attempt to access a Duo-protected service (such as MyBGSU). 
  2. When prompted to authenticateselect Cancel.
    • ​​​If you did not get the Duo Screen skip to the information below step 8.
  3. Select My Settings & Devices.
  4. Authenticate via Duo.
  5. Select the Device Options button next to the device you want to remove. 
  6. Select the garbage can icon.
  7. Confirm that you would like to remove this device.
  8. When your device has been removed, a green confirmation message will appear at the bottom of the screen.

If you are not presented with the Duo screen, it may be due to the browser remembering you for 30 days. To access the Duo screen, please do the following:

  1. Open a different browser. For example: If you are using Google Chrome, open Firefox. Or open a private browser/incognito window. 
  2. Try the steps aboveagain. 

**Please do not approve Duo authentication requests if you have not attempted to log in to a protected service. For more information review this article** 

For additional assistance, please contact Information Technology Services at 419-372-0999 or through chat.

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Article ID: 128261
Thu 2/18/21 11:18 AM
Thu 2/15/24 9:34 AM