How to Get Access if Locked Out of Duo Two-Step Login


Problem


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

Types of Lockouts

Solution


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. 

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

Your account auto-unlocks after 5 minutes. For immediate access, use any method to contact the Service Desk.

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

We have found that many lockouts are the result of confusion regarding how to use two-step with the VPN.  Instructions outlining this process is 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. 

Contact the Service Desk for Help

After Hours Help

For assistance outside normal business hours, call the Service Desk at (858) 246-4357, then choose option #3, which specifically references urgent issues with two-step login.