Set Up Duo on a New or Replacement Phone
Set Up Duo on a New or Replacement Phone
Moving your mobile service or copying apps to a new phone does not always move Duo activation. Duo-protected work accounts may need to be restored or reactivated, and offline-access accounts can require separate reactivation. Plan the change while the old phone still works whenever possible.
Before switching phones
- Keep the old phone powered on and enrolled until the new phone has been tested.
- Install the latest Duo Mobile on the new phone from the official Apple App Store or Google Play listing published by Duo Security LLC.
- If your organization allows device self-service, add or reactivate the new phone from the Duo device-management page reached through a normal protected application. The exact options depend on policy.
- If you previously enabled Duo Restore, review Duo’s platform-specific restore instructions before erasing the old phone. Restore behavior differs between iOS and Android and between organization-protected and third-party accounts.
- Never share a password, passcode, activation link, or QR code. Zerolimit will not ask you to approve a push to “verify” the phone change.
Preferred path: use Duo device management
If you can still authenticate with the old phone or another enrolled method:
- Sign in through the normal organization application and open Duo’s device-management option, if shown.
- Authenticate with a method you already control.
- Select the existing phone and choose Reactivate Duo Mobile, or choose to add another device if policy permits.
- Follow the prompt to display a fresh activation QR code.
- On the new phone, open Duo Mobile and choose the QR-code setup option, then scan the code directly from the live prompt.
- Test one login on the new phone. Read the application and location details before approving.
- Only after a successful test should you remove the old phone from Duo, erase it, trade it in, or give it to someone else.
If self-service is unavailable, contact Zerolimit for an approved reactivation. Do not borrow another person’s phone or enroll a shared device without authorization.
When Duo Restore is available
Duo Restore can recover certain accounts after a device backup or transfer, but it is not a universal substitute for reactivation. Duo documents that restoring or reactivating an organization-protected Duo account on a replacement device deactivates that account on the old device. Third-party accounts, such as personal social-media authenticators, behave differently and may require their own recovery password or recovery process.
Duo’s restore guide also notes important exceptions. Restoring a Windows offline-access account does not reactivate offline access; it can create a duplicate if you later reactivate, so follow the official offline reactivation flow. Passwordless operating-system logon accounts may require enrollment again. Do not delete apparently duplicated or disconnected entries until you know which account is working.
If Duo asks whether you initiated a restore, answer accurately. A restore notification you did not cause can indicate unauthorized activity; reject it and contact Zerolimit immediately.
Safe troubleshooting
- Same phone number, new handset: The Duo activation is tied to the app/device, not merely the number. Reactivation may still be necessary.
- New phone number: Update the enrolled device through the approved management flow. Do not assume changing the number inside the phone updates Duo.
- Account missing after transfer: Do not repeatedly reinstall Duo Mobile. Use device management, Duo Restore if previously configured, or contact Zerolimit.
- QR code fails: Generate a fresh code from the live management prompt, verify camera permission, and avoid screenshots or emailed copies.
- Old phone is gone: Skip self-service unless you have another enrolled method. Zerolimit may need to verify identity and disable the old device.
When to stop and contact Zerolimit
Contact Zerolimit before erasing the old phone if no tested backup method exists. Contact Zerolimit immediately if the old phone was lost or stolen, an unrecognized restore notice appears, both phones receive unexpected requests, the new phone cannot be activated, device management is unavailable, or offline access stops working. Provide the phone platforms, whether the old device remains available, the application involved, and exact errors. Do not send passwords, Duo passcodes, activation links, QR codes, backup recovery secrets, or push approvals.
Support safety reminder: Zerolimit will never ask you for your password or an MFA code.