Duo Account Updates Request
This article covers how Department IT Coordinators (DITCs) can submit a request to add, update, or remove phone numbers from a Duo account on behalf of a user or administrative account.
One of the primary uses for this request is to add a phone number to Duo for new employees, particularly ones who do not have their own campus extension and therefore have no way to set up their Duo two-factor authentication. Once the phone number is added to Duo for the employee, they can use that phone number to authenticate to Duo and make changes to their Duo account and settings.
To learn more about Duo, visit the Faculty, Staff, Emeriti, & Administrative Account Two-Factor Authentication website.
1. Log in to the IT Service Desk through the direct link or from the campus portal.
2. Click on Software and Access.
3. Select DUO Account updates.
4. Type the name of the user or account that you want to update. Then select the appropriate search result.
- Type the name of the user or account that you want to update. You can enter a Last Name/First Name or the username (e.g., Titan, Tuffy or tuffytitan).
- Then select the appropriate user/account from the search results.
5. Select the Request Type: Add, Update, or Remove.
- Add = add a new phone number to the Duo account
- Update = modify a phone number from the Duo account
- Remove = remove a user/phone number from the Duo account (only available for administrative accounts)
6. To add a new phone number, enter the phone number to be added to the Duo account.
Note that this must be an off-campus phone number. Typically this will be a cellphone number.
7. To update a phone number, enter the phone number that should replace the existing phone number in the Duo account.
Note that this must be an off-campus phone number. Typically this will be a cellphone number.
8. For administrative accounts, a new section will appear. Click Add.
8.1. Type the name of the user that you want to add, update, or remove and then select the appropriate search result. If prompted, enter the last four digits of the phone number to be updated/removed. If prompted, enter the full phone number to be added. Then click Add.
Depending on which request type you select, different options will appear on this screen.
- Type the name of the user or account that you want to update. You can enter a Last Name/First Name or the username (e.g., Titan, Tuffy or tuffytitan). Then select the appropriate user from the search results.
- If prompted, enter the last four digits of the phone number to be updated/removed.
- If prompted, enter the full off-campus phone number to be added.
- Then click Add.
9. Click Proceed to Checkout.
You are not able to submit other requests along with the Duo Account Updates request.
10. Enter the name of the person who is requesting the Duo Account Updates in the Requested For field. Enter any additional information about this request in the Special Instructions field. Then click Checkout to submit your request.
- Enter the name of the person for whom you are submitting this request in the Requested for field. For a Duo Account Updates request, this could be the person whose account you are updating. Or you can put your (the Department IT Coordinator) name.
- You can add any optional comments in the Special instructions field.
- Click Checkout to submit your request.
11. You're done! You'll receive an email confirmation of your request in addition to seeing the Request Number and RITM number.
When contacting the IT Help Desk about this request, it is most helpful to provide the RITM number. But you can also provide the REQ number. Learn more about Request Number vs RITM number.
The person listed in the Requested For field will also get an email confirmation of this request.
Need More Help?
Contact the IT Help Desk at [email protected] or 657-278-7777.