Duo Problems

What do I do if I have a problem with Duo?  Here you will find answers to questions not found on the other FAQ lists.

What if I do not have a mobile phone?

You can use a landline or a tablet. Duo also lets you link multiple devices to your account, so you can use your mobile phone, a landline, and/or a tablet. We suggest that you enroll more than one device for redundancy in the event that a device is lost or unavailable.

If none of these options is available to you, you can be issued a hardware token, or "fob." Please coordinate with your local school or department IT team for approval:

  • Central Administration - IT Help Desk
  • HS/HSL — M.J. Tooey
  • School of Dentistry — Kent Buckingham
  • School of Law — Mike Green
  • School of Medicine — Scott Stefan
  • FPI — Tia Stokes
  • School of Nursing — IT Help Desk
  • School of Pharmacy — Tim Munn
  • School of Social Work — David Pitts

What if I get a new mobile phone or erase the application from my existing phone?

If you get a new phone, you will need to reactivate Duo Mobile. This can be done through our Account Management site. When accessing the portal, you will need to complete the two-factor authentication process. If you have a second device, you can use it to authorize. Otherwise, you will need to choose the option to have Duo call your phone before you can reactivate Duo mobile.

What if I lose my mobile phone or it is stolen?

Contact the Help Desk via email or call 410-706-4357 immediately if you lose your phone or suspect that it has been stolen. The device will be disabled for authentication and you will be assisted in enrolling another phone/device.

While it is important that you contact the Help Desk if you lose your phone, remember that your password will still protect your account.

Should I enroll more than one device in MFA?

It is important to enroll more than one device (such as a smartphone and desk phone) in MFA to avoid difficulties authenticating if you lose or don’t have your only enrolled device with you.

To add a backup device, follow the procedures listed here - www.umaryland.edu/cits/services/duo/existing-user/.

What if I only have one device registered and it's not available to access my account?

We recommend that you have two devices registered with Duo in case one device is unavailable. In the event that you can't access your account due to your device(s) being unavailable, please contact the IT Help Desk via email or at 410-706-4357 for a temporary bypass code to allow access to your accounts.

How many chances will I get to authenticate?

You will have six chances to authenticate a request. After the sixth chance, your multi-factor account will be locked and you will not be able to access the system you are attempting to log into.

I am getting a message that I am locked out. What do I do?

Your multi-factor account will automatically unlock after 10 minutes. If you continue to have issues, you will need to contact the Help Desk via email or 410-706-4357 for assistance with your account.

What should I do if I get an authentication message and I am not trying to log in?

Deny the request and report the incident to the Help Desk immediately via email or by calling 410-706-4357.

I frequently travel internationally. How does this affect two-step verification?

If you travel internationally and need access to resources protected by Duo, you may wish to use a passcode as your two-step verification method.  Using the Duo Mobile app (available for smartphones or tablets), you can generate authentication codes even if you don't have an internet, Wi-Fi, or cellular connection.

To generate a passcode using the Duo Mobile app, simply launch the app, then click on the key icon next to University of Maryland, Baltimore.

Duo Mobile PasscodeThen enter the displayed code when prompted for Second Password, or Enter Passcode.

You can find additional information on Passcodes here - www.umaryland.edu/cits/services/duo/faq/bypass-codes-and-SMS/.

Please note that if you're traveling internationally (or have an international phone number) and are using SMS, or text messages, as your method of two-step verification, you may be subject to your carrier's roaming charges for SMS messages. Use of SMS is not recommended for international travelers.