You got a new phone and installed Duo app, but now it doesn't want to register your new phone or send out a Duo push. Same phone number, but the phone hardware is new. Why do I do to remedy this?

You have two options:

1. During normal business hours, Monday - Friday, 8:30am to 4:30pm, you need to contact University IT Helpdesk at 408-554-5700 to seek assistance on resetting your Duo app account. Once this is done, you can then re-register your new phone.


2. If it is after-hours or on the weekends, and you cannot get a hold of University IT Helpdesk, but you need to get into a Duo security protected app, like SCU email or Workday; then you need to go to and generate your one time passcode when prompted by Duo. Once you have time to contact the IT helpdesk, then you can reset your Duo app account and re-register your new smart phone.