If your previous phone had the Duo Mobile app and now you have a different phone, try these steps to get Duo working on it.

If you have access to the old phone

If you still have the old phone, you can add the new phone as an additional device, and then remove the old one. For instructions on adding an additional phone (and later removing it), see Duo's support article.

If you used Duo Restore to make a backup

Duo Restore can be setup on a phone to remember your Duo information and then restored on a new device in the future. For help using Duo Restore, visit Duo's support article.

iPhone Notes

Duo stores information in the secure enclave on iPhones. Only certain transfer and backup methods migrate the secure enclave. First, using a PIN to unlock must be enabled on both your old and new phones. Computer-based backups via iTunes or other Apple applications must be password-protected using the “Encrypt local backup” option to back up the enclave. If you back up your device to iCloud, ensure that iCloud Backup is enabled, verify there is free space in your iCloud account, and make sure that you are syncing the "Passwords and Keychain" option to iCloud. Transfer methods used at cellular stores may not move the enclave depending on the exact procedure the customer service representative uses, particularly if your PIN is disabled during the transfer or steps are skipped to speed up the process. If you have a PIN enabled, and follow the Apple transfer process, Duo should seamlessly transfer from the old device to the new device. Likewise, if you restore a backup from iCloud to a new device and have your "Passwords and Keychain" synced to iCloud, Duo should seamlessly transfer to the new device.

Still stuck?

The IT Service Desk can help fix issues related to Duo. Duo's support site also has extensive support articles that can help fix common issues.