Have questions about Duo?

Check out our Frequently Asked Questions below or contact the OIT Help Desk for help.

What is two-factor authentication?

Two-factor authentication, also referred to as multi-factor authentication, provides an additional layer of security when logging in to a website. Two-factor is becoming the standard in cybersecurity. Google, Apple, and other services all have their own two-factor authentication methods. In short, passwords are no longer sufficient in protecting our sensitive data; we’ve got to add another layer of security to our accounts.

What are my authentication options?


  • Duo Push – if you have the Duo Mobile App installed on your smartphone or tablet, you can receive a push notification. From the app, you can approve or deny the login attempt.

  • Phone Call – you can receive a phone call on your mobile phone or landline phone. The call will give instructions on approving or denying the login attempt.

  • Passcodes – You can receive a Bypass Code from the OIT Help Desk during business hours (9-6 Mon-Wed and 9-5 Thur-Fri). It is not necessary for you to have a smartphone for this option.

What is the recommended two-factor authentication method?

If you have a smartphone or tablet, we recommend Duo Push, as it is quick, easy-to-use, and secure. See an example of Duo Push in action at https://duo.com/product/trusted-users/two-factor-authentication/authentication-methods/duo-push.

Is Duo mandatory?

Duo will be required for UAH faculty and employees in September 2018.

Forgot your device?

If you do not have your device with you, you can obtain a bypass code from the OIT Help Desk.

*If you have lost your device, please report it to the OIT Helpdesk. We want to ensure someone else does not maliciously authenticate your account with your device.

Who can use Duo?

Duo is available to faculty and employees.

Can I use Duo without using Wi-Fi or cellular data?

You can collect a Bypass Code from the OIT Help Desk. Also, the Duo Mobile App can provide a six-digit passcode even if your phone or tablet doesn’t have cellular, network or Wi-Fi service. Launch the Duo Mobile App, and press the key icon to obtain a passcode. The Duo app only requires Wi-Fi or cellular connectivity for Push notifications.

Please note that only online resources and desktop computers in classrooms will be Duo-protected, so it would be necessary to have Internet access in order to use those protected services.

What applications are using Duo?

All Single Sign-On based applications and classroom podium computers require Duo.  This list will continue to grow over time.

What if I get a notification that someone is trying to access my account, but I didn't request it?

Select the red X to deny access to your account, then promptly change your Charger password.

What if I am traveling abroad?

You have several choices when traveling abroad. Be sure to test them out before your travels so you can determine which solution is best for you.

  • If you do have a smartphone/tablet, the Duo Mobile App can provide a six-digit passcode even if your phone or tablet doesn’t have cellular, network or Wi-Fi service. Launch the Duo Mobile App, and press the key icon to obtain a passcode.

  • If you only have a basic cell phone, register your phone to receive SMS text notifications.

Is the Duo smartphone app available for iOS (iPhone/iPad) and Android devices?

Yes! Visit the app store on your smartphone to download Duo Mobile.

Please note that Google Play Services are required to receive push notifications on Android. Users without Google Play Services installed will have to “fetch” by swiping down in the Duo Mobile app.

What if I get a new smartphone or device?

If your phone number has not changed, login to http://mfa.uah.edu then choose the “Call my Phone” option. Then click on Replace your existing phone or tablet with a new device. Choose your device from the list, and then follow the instructions to activate Duo Mobile on your new device.

Can I have Duo on more than one device?

Yes. You can add devices by visiting your Duo settings. When you see the Duo prompt with the three notification options, click Settings at the top right. After you click Settings, click Add a New Device. You can register smart phones, cell phones, tablets and landline phones. You can add at least 3.

How can I manage the devices I use for Duo?

Access the self-service portal at the http://mfa.uah.edu and login to authenticate with a device. You may:

  • Add additional devices
  • Designate your “default” device that receives authentication requests in addition to your preferred authentication method
  • Deactivate Duo Mobile if you got a new phone but kept your number
  • Change the name of your device (ex. “Personal Cell” or “Work Phone”)
  • Remove a device

Learn more about managing your devices here: https://guide.duo.com/manage-devices.

What can the Duo app access on my smartphone?

The Duo smartphone application serves only to provide two factor authentication. It does not access any personal information on your device, nor does it track your location.

Can Duo see my password?

No. Your password is only verified by your organization and never sent to Duo. Duo provides only the second factor, using your enrolled device to verify it’s actually you who is logging in.

How much data does a Duo Push request use?

Duo Push authentication requests require a minimal amount of data -- less than 2KB per authentication. For example, you would only consume 1 megabyte (MB) of data if you were to authenticate 500 times in a given month.

Why have I stopped receiving push notifications from Duo Mobile?

There are several reasons this could be happening. Please try the following to troubleshoot: 

  1. Make sure your enrolled device has a cellular network or WiFi connection.
  2. Have the Duo Mobile app open when you authenticate.
  3. Try these additional push troubleshooting steps:

If the above solutions don’t work, try using another authentication method, such as passcodes provided in the Duo Mobile app.