Help Desk: Support Success
Helpful Resources
When can I send users activation links? - Knowledge base article about when activation links may be sent for End-Users.
Activating Duo Mobile After Enrollment - Learn how to send Duo Mobile activation texts or emails to users created via automatic and manual enrollment methods from the Duo Admin Panel.
Guide to Promoting Push with End-Users - Strategies to encourage Duo Push adoption at your organization.
Video: Authenticate with Duo Push on iPhone - A great resource video to show end-users how Duo Mobile authentication works.
Can I activate Duo Mobile if my Camera is Broken? - If an end-user can't see the QR code in thee Duo Prompt, they can still activate Duo Mobile using these tips.
In order to use Duo Push as an authentication method, users must activate Duo Mobile to link their device to their Duo account. Activating Duo Mobile allows Duo to recognize the user’s device when they authenticate using Duo Push. Activation is completed when the end-user navigates to a link on the device they will be using for authentication, either via a text-delivered URL or a QR code.
Activating Push for the First Time
The easiest method of Duo Mobile activation is available right from the Duo Prompt. End-users can activate Duo Mobile for the first time by installing the Duo Mobile app and tapping Add Account or “+” in the main account list to add a new account. An on-screen QR code will appear in the Duo prompt that they can scan with their device.
Manual Reactivation by an Administrator
If a user encounters a problem during the enrollment process or if they get a new phone, Duo Mobile will need to be reactivated for the user before they can use Duo Push. Help desk or User Manager roles in the Admin Panel can resend the activation and installation links by locating the user on the Users page. To reactivate Duo Mobile, click the device listed under Phones at the bottom of the user's settings page, then select Activate or Reactivate Duo Mobile under the Device Info section. By default, the activation link that is generated expires after 24 hours.
What if the End-User can't Scan/See the QR Code?
An end-user may not be able to scan the QR code in certain situations, like if the camera on their device is not working or they’re authenticating into an application that does not use the Duo Prompt. In these situations, an administrator can help them activate their device using the Admin Panel. An activation link can be sent to the end user via SMS or by generating an activation URL and sending it in an email to the user’s device. Using this method allows the end-user to activate Duo Mobile without the need for a QR code. Make sure the user's device is assigned the type "Mobile" with a known device platform (i.e., any platform other than "Unknown") before sending the user an activation link. If you know that a user has a smartphone, but don't know which kind it is, choose Generic Smartphone as the device platform.
Sending Instructions via SMS & Email
You can select the Instructions by SMS button to send a text message to the user's phone. To send instructions via Email, SMS instructions can be copied and pasted into an email. This can be a helpful workaround if the user is unable to receive SMS to their device.
Self Remediation
You can empower your users to manage their authentication devices by providing them with self remediation options. You can accomplish this by enabling Duo's Self-Service Portal or set up a standalone Device Management Portal. By enabling self-service options, your users can add, edit, and remove authentication methods from the Duo traditional prompt or Universal Prompt while logging in to protected applications.
Tradtional Prompt
If the Self-Service Portal has been enabled for the application you are logging in to, or if your organization uses a standalone Device Management Portal, then a user can reactivate their account via the My settings & devices link on the left side of the Duo Prompt during an authentication.
Universal Prompt
If self-service device management has been enabled in the Universal Prompt, your users can reactivate their account via the I have a new phone link in the Manage devices page.
Note: This course may no longer be accurate!
This course is an archived version saved for my professional portfolio. While much of this information is still true, the content is not guaranteed to be accurate. Current Duo administrators can find up-to-date resources at duo.com/docs and help.duo.com.