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1. Have user delete and reinstall Duo Mobile onto their phone.

2. If reinstalling Duo app does not work, determine their status with Waterloo.

   1. If the client is Current employee (staff or faculty), recommend a token free-of-charge: /wiki/spaces/ISTSD/pages/43015864471. Employees cannot use SMS/Phone Call for Duo.

   2. If not employee (e.g., student, alumni, retiree, sponsored account), continue with next steps:

3. See if they have the option to use Text Message and/or phone call

   1. To check if Text Message and/or phone call is already enabled, have them try signing into something which requires Duo and to click the “Other options” option.
      Option will appear as “Test message passcode*” or “Phone call”, respectively:
      

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4. To set up Text Message and/or phone call:

   1. Delete their device on Duo account. Complete Identity Verification process (if not done already).

5. After deleting device, have client re-add the device themselves by

   providing them Duo link

   Sign into Duo Management: https://uwaterloo.login.duosecurity.com/devices.

   They will be able to sign into Duo Management if they have no devices like a first-time setup (no 2FA required).Selecting

6. Select “Add a device”

7. Select Phone number option:

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8. Having them enter in the

   Enter your phone number:

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9. Having them select the landline checkbox if the phone is landline.

   OR

10. After deleting device, re-add their device onto Duo Admin for them. Do not send the Duo Activation otherwise you will set them up for receiving push:

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If these steps cannot be followed, (the client has no phone number to receive SMS/Phone Calls), then they must order a token and set it up either themselves or with the help of IST: https://uwaterloo.atlassian.net/wiki/spaces/ISTKB/pages/262013138/Duo+Management+Guide?src=search#Add-a-Security-Key.

5. When signing into something which requires Duo, click the “Other options” option.
   Click on “Text message passcode*” An SMS passcode will be sent to you.
   

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