Does changing my phone number or sim break MFA, how do I fix it?

Tags Duo MFA

Provide information on changing the phone number and SIM card of one's device.

Changing Phone Number

  • If you still have Duo Mobile installed and the ability to authenticate via push or a passcode, follow the procedure for adding a new device in the traditional Duo Prompt or Universal Prompt. If you or a Duo Admin haven't deleted your previous device from Duo since your number changed and you restored Duo Mobile on a new device, you will still be able to receive a push as Duo Push is not tied to the phone number.
  • If you do not have any means of authenticating, contact the IT Helpdesk at (800) 696-4357 or at help@maine.edu. We recommend deleting the old device in the traditional Duo Prompt or Universal Prompt as soon as possible.

Changing SIM Card

  • You will not need to reactivate Duo Mobile after switching SIM cards because the app is tied to the device's hardware security module (HSM). If changing the SIM card also required your phone number to change, see above.

Environment

  • Duo Multi-factor Authentication
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