Problem

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Learn what to do if your device isn't available or you find yourself locked out of two-step login.

Types of Lockouts

• I can't access systems or the VPN with two-step login because I forgot my device or it's otherwise unavailable.
• I'm locked out because of too many failed two-step login attempts. 
• I lost my phone/ my Duo app stopped working! 
  

Solution

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I can't access systems or the VPN with two-step login because I forgot my device or it's otherwise unavailable.

Contact Service Desk by phone to receive a bypass code. To receive a bypass code, you must call and will be required to verify your identity. You can also pick up a token to keep at your office as backup at AP&M 1313 M-F 8a.m. - 4:30 p.m.

I'm locked out because of too many failed two-step login attempts. 

Your account auto-unlocks after 10 minutes. For immediate access, use any method to contact the ITS Service Desk.

A lockout occurs after 10 consecutive failed login attempts. Common lockout causes are:

• attempts that are ignored
• actively denied
• incorrectly entered
• Duo is attempting to send a push notification to a phone with no app installed

We have found that many lockouts are the result of confusion regarding how to use two-step with the VPN.  Instructions outlining this process are available on Duo Two-Step on VPN knowledge article.

I lost my phone/ my Duo app stopped working! 

If you have a new device with the same phone number, you can regain access to Duo by following the steps on Reactivate Upgraded Phone (with Same Number) for Two-Step Login. The same steps can be used if you re-downloaded your duo app and you must reconnect to receive Push notifications.

If your phone number has changed, please contact the Service Desk for more assistance. Duo will allow international numbers to be registered, but for the change, we will need to verify your identity.