If can no longer authenticate using Duo Mobile, send an email message to
consultant@northwestern.edu from your official Northwestern email address, and include the following information:
- Your NetID
- A scan or photo of your Wildcard or government-issued photo ID
- Short description of your issue, such as:
- I got a new phone
- I'm not in the US and I'm now using a phone in a different country
- I updated the phone's operating system and now Duo doesn't work
- I accidentally deleted Duo Mobile from my phone and even though I reinstalled it, it's not working
- Duo seemed to spontaneously stop working and I'm not sure why
- etc
- Info about your existing phone:
- Its phone number
- Its phone type (iPhone/Android)
- If you have a new phone or phone number, its info:
- Its phone number (include country code, if applicable)
- Its phone type (iPhone/Android)
Our Duo administrators will then troubleshoot your specific situation and send you reactivation instructions or confirm your changes.