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App losing activation

Cooper1
Level 1
Level 1

We’re seeing a user per day losing activation in the mobile app. The Push option no longer shows as an option when logging in and the admin panel reports “Not using Duo Mobile”. We typically send them a reactivation SMS however I’d like to know what the cause of losing activation is.

Is anyone else seeing this? Or know what’s causing it so we can address the issue?

3 Replies 3

mkorovesisduo
Level 4
Level 4

Hi Cooper, is it the same user who needs to reactivate every day?

Cooper1
Level 1
Level 1

No, it’s different users each time.

mkorovesisduo
Level 4
Level 4

I see. I’d recommend reading this if you haven’t: https://help.duo.com/s/article/4264

If you are unable to figure out the problem after reading that, please contact Duo Support.

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