Duo Problems

Problems with Duo

Getting locked out of Duo or not being able to authenticate can prevent you from accessing your University accounts. Keep reading to learn how to solve or prevent some issues that can cause problems with using Duo to authenticate.

I’m Locked Out of Duo

If you attempt to authenticate five times and are unsuccessful, Duo recognizes this as an unauthorized attempt to access your personal data and locks your accounts in order to protect them. To unlock your account, you can wait the timeout period (10 minutes), or you can contact MyTech Support by calling (912) 478-2287. Our representatives will verify your identity by asking for unique proof, such as your Eagle ID number, date of birth, or other identifying information before unlocking your accounts.

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I Don’t Have Access to Wifi/Cell Signal

Setting up backup methods for authentication in Duo is a great idea in case your default authentication method is inaccessible. the SMS Text Code option allows you to receive a text message containing codes that you can use to authenticate. The Duo App passcode feature allows you to generate a passcode even when Wifi and cell service are inaccessible. Use the instructions in our Enrollment Guide along with the “Add a Device” feature in the Duo prompt screen to set up multiple authentication methods so that you’re always able to access your accounts.

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Have questions about Duo or need technology support? Our MyTech Support representatives are happy to help. Please contact us by calling (912) 478-2287 or by using any of our other contact methods.

Last updated: 3/18/2022