Why am I not receiving push notifications?
Android: In most cases, if your phone is on and the screen is active, you can receive messages, and the app will open for a Duo Push request. On the other hand, if the phone is on, receiving messages, and the screen is inactive (dark), you should receive an alert (a sound or vibration) and a message indicating that you have received a Duo Login Request. Open the Duo app and Approve or Deny the request.
Apple: Apple phones don't allow this. If your phone is on and can receive messages, you should receive a message asking, "Are you logging in to Fischer Web SDK?". You can click the request and approve or deny it. In some cases, Apple devices may not display a message indicating that you have received a Duo Push Request. If this happens, open the Duo app and Approve or Deny the request.
Report all Duo Push messages you did not generate to the IT Service Desk. This may indicate that someone is attempting to access your account without authorization and that your password may be compromised. Deny the push notification, then confirm it’s a fraudulent attempt. You should change your ISU password if this occurs.
I don't have my Duo Device (phone, etc) how do I log in?
- Please contact the IT Service Desk for exceptional situations in which you need to log in but do not have your registered device. They will verify your identity and provide you with a temporary pass code.
What should I do if I get a Duo push notification I didn't expect?
Report all Duo Push messages you did not generate to the IT Service Desk. This may indicate that someone is attempting to access your account without authorization and that your password may be compromised. Deny the push notification, then confirm it’s a fraudulent attempt. You should change your ISU password if this occurs.
Transferring Duo From Your Old Phone
Got a new phone, but still have your old one?
- Install the Duo Mobile app on your new phone.
- Log in to the Password and Account Management Portal (IAM) with your ISU Username and Password.
- Click on My Security on the left side.
- Select Add a deviceunder Duo Devices at the top.
- Enter a name for your device under Device Name.
- Ensure that you select iOS or Android under Platform Type, depending on the type of phone you have.
- Type your phone number in the following format (000) 000-0000 or 000-000-0000.
- Click the Check Box after you ensure your number is correct and select Submit.
- Select a method to link your new phone and Duo.
- Send a secure link to 000-000-0000. (Easiest Method)
- You will receive a text message.
- Open this text message and click on the link inside.
- Activate Using Duo Mobile
- Open Duo Mobile and select Set up account.
- Select Use a QR Code.
- Send an email to the personal email address on file.
- You will receive an email from help@isu.edu. Please open this email on the new phone, not on a different device.
- Click on the link in the email.
- You can now remove your old phone by clicking on your old phone and clicking Remove.
Got a new phone and don't have access to your old phone?
- Install the Duo Mobile app on your new phone.
- If your number remains the same, please email the IT Service Desk at help@isu.edu.
- We will promptly send you a re-link via email and text message to your personal email address and your current phone number on file.
- If your number has changed, please connect with the IT Service Desk.
- They will verify your identity and update your ISU account to reflect your new number.
- They will then prompt you to re-link with an email and text message to your personal email address and the updated phone number on file.
NoteS:
- If Duo states that your account is locked out, Please contact the IT Service Desk to resolve this.
- If you have recently changed device, please contact the IT Service Desk. After verifying your identity, they can help you reactivate your device or set up a new one.