OIT uses Duo for Multi-Factor Authentication (MFA or 2FA). There are two types of Duo tokens:
- Software Token
- Hardware Token (or fob)
The hardware token can be ordered by filling out this form.
How do I get a new token?
If you still have the old phone with an activated software token, you can go to the Enrollment page and click on the Manage Software Tokens link to enroll the new device and delete the old one.
If you don't have the old phone, please open a ticket and ask the OIT Help Desk to delete the old device. Once they do, you can then you can go to the Enrollment page and register the new device by following the Software Token Setup steps on that page.
My Duo account is locked
Please open a ticket and make sure to provide your mobile number in your request.
My hardware Duo token (or fob) is not working
Please open a ticket and make sure to provide your mobile number in your request. We'll need to speak with you during business hours to resync your token.
If your hardware token needs to be replaced and you work for OIT, we can open a ticket with the Security team so they can furnish you with a new one. If you do not work for OIT, please partner with whoever in your department provided you with the hardware token. Alternatively, you can ask your local CSC.
Setting up Duo for the first time
I've tried the steps above and I'm still having issues
We recommend you continue your search in our comprehensive ServiceNow Knowledge Base.
If you're still having trouble, feel free to open a ticket. When doing so, please provide the following:
- Your full name
- Your UCInetID (the first part of your email address, not your ID number)
- Your mobile number
- A detailed description of the issue
Failure to provide this information will delay our response.
Lots of great info can be found in the Duo User Guide.
Return to the OIT Help Center.