Duo Multi-Factor Authentication (MFA)

Frequently Asked Questions (FAQs)


QUICK START

  1. I've never used Duo before.
  2. I've used Duo before but I need to confirm.
  3. My Office 365 account is going to use Duo MFA. What does that mean?

General Information

  • What is Duo MFA?
    Duo is a form of multi-factor authentication that uses a mobile device, phone, passcode or token to verify that the person logging into your account is actually you. Duo adds a second layer of defense against unauthorized logins to your UNT account.
  • What device do I need to use Duo?
    You can use a variety of devices with Duo MFA, including cell phones, landline phones, tablets, and even key chain tokens. Please see the Duo Supported Devices website for more information.
  • What services use Duo MFA?
    Currently, Duo MFA is required for select services, including:
    • Employee payroll functions, such as modifying direct deposit information.
    • MyLab online software services (Citrix & Guacamole).
    • Office 365 services such as email and OneDrive for some UNT departments.
    DUO MFA for other services is planned for the near future. More details to come.
  • Why are we using Duo MFA?
    Duo protects access to your UNT accounts, even if your UNT password is guessed or stolen. Duo increases the security of university systems and resources, protecting important sensitive and confidential information and helping prevent identity theft and other cyber crimes.
  • Where can I find more information about Duo?
    The official Duo website has a vast amount of helpful guides, videos, instructions, and more. Please visit the Duo website to learn more.
  • My Office 365 account is going to use Duo MFA. What does that mean?
    If your UNT Office 365 account is set to use Duo MFA, you will occassionally need to approve Duo authentication prompts on your device when you access O365 services such as UNT email, OneDrive, and online Office applications. The frequency of the Duo MFA prompts depends on the service you are accessing and the duration of your login session. Some services, such as the Outlook program running on your computer, will rarely prompt for MFA. Other services, such as UNT webmail with your browser, will prompt more often. The Duo MFA prompt may offer a "Remember me" option to reduce how often you need to approve MFA when logging in.

Duo Setup

  • How do I start using Duo MFA?
    Please follow these steps to activate your Duo account and add a device for use with MFA:
    1. Visit the MFA Portal.
    2. Login with your EUID and Password.
    3. Select "Enroll in MFA".
    4. When prompted, verify your identity using your date of birth, SSN, and Security Question Answer.
    5. Select "Start Setup".
    6. Select the type of device you'd like to use. The recommended type is a mobile phone.
    7. When prompted, enter your mobile number.
    8. Select your platform (iOS or Android).
    9. Install the free Duo Mobile app on your device.
    10. Use the Duo Mobile app on your device and follow the prompt to point your camera at the QR code on the screen.

    See this Duo Guide for more information on adding other devices such as landlines and tablets.
  • I've used Duo before but it's been a while. How do I check my account?
    UNT employees have been required to use Duo MFA for certain payroll functions, such as setting direct deposit information. If you've used Duo in the past but need to confirm or update your account:
    1. Visit the MFA Portal.
    2. Login with your EUID and Password.
      1. If you see a prompt to select a device for authentication, then you are already configured for Duo MFA. See "How can I test my Duo MFA device" to confirm that everything is working.
      2. OR
      3. If you see a menu that says "Enroll in MFA" then you do not have an active Duo device. See "How do I add a device to my Duo account" to proceed.

  • How do I add a device to my Duo account?
    1. Visit the MFA Portal and login with your EUID and Password
    2. Authenticate with one of your existing devices
    3. Follow these steps to add a new device
  • How can I test my Duo MFA device?
    You can test your MFA account by logging in to the MFA Portal. You will see a menu to select one of your devices to receive a Duo MFA prompt. Select a device and then check the device for an Duo prompt. If you approve the MFA prompt on the device and the website continues to login, you are all set! If you have trouble advancing, please contact technical support for assistance.
  • Can I add a backup MFA device to Duo?
    Yes, we strongly encourage you to add a secondary device to your Duo MFA enrollment. Follow these steps to add another device.
  • I cannot scan the QR code to activate my device. How do I activate it?
    If you are using a mobile device to activate Duo and cannot scan the QR code because it is displayed on the device itself or if your camera is unavailable, you can click "Email me an activation link instead". Just open the email on the device itself and click the activation link in the Duo email.

Duo Help

  • I don't have my Duo device (phone, etc) with me. How do I login?
    Technical support can provide you with a temporary bypass code that you can use until you have access to your device again.
  • I try to login but Duo says my account is DISABLED. What should I do?
    If you get a message from Duo indicating that your account is disabled, please contact technical support. After verifying your identity, the Helpdesk can help you re-enable your Duo account.
  • Duo says my account is LOCKED OUT due to authentication failures. What should I do?
    If you get a message from Duo indicating that your account is locked out due to excessive authentication failures, you can wait 90 minutes for the lock to clear before you try again. Additionally, you can contact technical support for assistance with unlocking your Duo account.
  • What should I do if I changed my device and can't authenticate with Duo?
    If you can't login using your device, contact technical support. After verifying your identity, the Helpdesk can help you re-activate your device or add a new device.
  • What if I don’t have a cell phone to use with Duo?
    Duo MFA supports a variety of methods beyond the Duo mobile app.
    • Landline phone = Duo can perform an automated voice call that will provide an MFA code that you use to authenticate.
    • Tablet = many tablets such as iPads and Nexus device can operate the Duo Mobile application. Check your device app store for the Duo Mobile app.
    • Security Key Token = Duo supports a variety of physical Security Key tokens that are small keychain devices that you can plug in to your device or connect via NFC. Popular Security Key tokens are on the market such as YubiKey, Feitian, and others. Check the product details to confirm functionality with Duo.
  • I have a cell phone but I cannot install the Duo Mobile app on it. What should I do?
    You can use a cell phone to receive text message codes instead of using the Duo Mobile app. Enroll your mobile phone into Duo and select “Other” as the phone type and the device will register to Duo without requiring the Duo Mobile app.
  • I am not getting the Push notification to my cell phone. What should I do?
    It is possible that your phone put the Duo Mobile app into a "Sleep" mode to conserve battery. Try opening the Duo Mobile app manually and retry the Push when the Duo Mobile app is still open.
    If that doesn't work:
    1. Confirm that you have selected the correct device on the “Device” menu on the Duo menu of website you are trying to access.
    2. Select “Call Me” to receive an automated call that will provide a passcode.
      OR
      Select “Passcode” and then click “Text me new codes” to get a text message that will provide a passcode.
    If your device is still not working or your current device is not listed into the “Device” menu, please contact technical support. After verifying your identity, the Helpdesk can help you re-activate your device or add a new device.
  • I switched back to my old phone and the Duo app says "Account disabled".
    If you establish the Duo Mobile app on a new mobile phone using the same phone number as a previous phone, the Duo app on the old phone will become disabled. If you switch back to the old phone, please contact technical support. After verifying your identity, the Helpdesk can perform a "Reactive Duo Mobile" on your old phone so you can use it again.
  • I get a Duo prompt on my device but it only shows "Call me" as an option. Why?
    If you are using a mobile device to login to a system that is asking for Duo authentication, your mobile browser might be cutting off the full Duo option menu. Try switching your mobile browser to "Desktop mode" to see the full Duo prompt that includes "Duo Push", "Call Me", and "Passcode". The popular mobile browsers have a "Desktop mode" option in the browser menu (see your browser help menu).
  • I've LOST my Duo device (phone,token,key)!!! What should I do?!?
    If you lost your Duo device (your phone, token, key, etc), you should immediately remove that device from your Duo account.
    • IF you DO have access to a backup Duo device:
      1. Visit the MFA Portal.
      2. Login with your EUID and Password.
      3. Approve the MFA prompt using your backup device.
      4. Find the lost device in the device list.
      5. Click "Device Options" and click the DELETE icon.
    • If you DO NOT have access to a backup Duo device, please contact technical support to have your lost device removed from your Duo account.