Frequently Asked Question

The preferred method of recovery is to have Duo backup your account to your iCloud or Google Drive account.

• Open the Duo app > Click on the hamburger menu in the upper left > Go to settings > make sure "Duo Restore" is enabled
• Once you get your new phone, you can restore Duo by select 'I have existing accounts' and specifying the Apple ID or Google Drive you backed up to.
• For Android: you must have your old device available to complete account reactivation.

If you have access to both your old and new devices:

• On your old phone, open the Duo app > hamburger menu > Settings > Connect a new phone.
• A QR code will appear that you can scan with your new phone. Setup will be automatically completed.

If you traded in your old device, or no longer have access to it, Duo can text One Time Passcodes (OTP) to the number you registered when initially setting Duo up.

• Go to any WVUP website that will prompt for Duo, such as wvup.edu/directory, login and dismiss any automatic push. Select 'Enter a Passcode' > 'Text me new codes'
• Duo will text 10 OTPs to your phone number. These codes will not expire until they are used once.

if you have any issues, please submit a helpdesk ticket or dial extension 215/call (304) 424-8215.