How Do I Reactivate Duo on a New Phone?

Audience/Target Users

  • Student
  • Faculty
  • Staff

What You Need Before You Start

  • Your active NinerNET username and password.
  • Your new mobile phone with the Duo Mobile app already downloaded and installed from your app store.
  • An active internet, cell service, or Wi-Fi connection on your new phone.

Steps to Complete the Task

Scenario A: You Kept the Same Phone Number

Use these steps if your new phone uses the exact same phone number as your previous device:

  1. On a computer, open an Incognito or Private browser window and go to a University Single Sign-On (SSO) page (such as my.charlotte.edu).
  2. Enter your NinerNET credentials.
  3. When the automatic Duo push prompt appears, do not wait for it to time out. Click Other Options.
  4. Select your phone number from the list, then click Manage Devices.
  5. When the system attempts to send a push to your old phone, click Other Options again and select Text message passcode or Phone call to verify your identity on your new phone.
  6. Once authenticated, click Duo Mobile next to your phone profile on the screen, select Reactivate Duo Mobile, and scan the generated QR code using the plus (+) icon inside your phone's Duo Mobile app.

Scenario B: You Have a New Phone Number

Use these steps if your phone number changed along with your physical device:

  1. Generate a temporary bypass code first: On a computer, navigate to the NinerNET portal, select Get Duo Code, and complete the identity check using your physical Charlotte ID card details.
  2. Open an Incognito or Private browser window and log into a University login page (such as my.charlotte.edu).
  3. After entering your NinerNET password, click Other Options on the Duo prompt screen.
  4. Select Bypass code from the options menu, enter the code you generated in Step 1, and click Log In.
  5. Once logged in, click Other Options again, select Manage Devices, and use your bypass code a second time if prompted to enter settings.
  6. Click + Add another device, select Mobile phone, type in your new phone number, and follow the on-screen prompts to scan the QR code with your new phone's Duo Mobile app.

Important Notes or Exceptions

  • Mobile ID Limitation: Self-service bypass code generation requires a physical Charlotte ID card. If you only possess a Mobile ID, you cannot use the online generation tool and must contact the IT Service Desk for a manual bypass code.
  • Staff Restrictions: Full-time OneIT personnel, administrative accounts, and generic/departmental accounts are restricted from using self-service bypass codes for security reasons.

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Contact Information

If you lack a physical ID card, cannot generate a bypass code, or run into technical issues during setup, contact the OneIT Service Desk at 704-687-5500 or submit a request at help.charlotte.edu.

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