Duo app insisting on google account but I already have a non-google duo account

I have a duo account which I use to get into several things (paypal etc) under an email address that is not a gmail address. Worked fine on old phone. New phone. Install duo. It asks me to log back in to activate, of course. It first assumes it should use the gmail address my (android) phone is registered to. I click “already have an account”. It goes to a screen to enter the email adr I want to connect to but above that box it says “sign in with your google acnt”. Of course I don’t want to. I go ahead an put in my non-google email adr (the one I use to log into duo online acnt, so I know it works) and the app says “can’t find that google acnt”. Well of course. It’s not a google acnt, but it is an email adr I’ve used for a long time with my duo acnt. How do I get blankety blank google out of the way to let me log in?

Hi @TechOnTop,
Unlike most apps, Duo Mobile does not have a username and password associated with it. You cannot log in to the Duo Mobile app itself. It exists on your phone and is tied to a specific device’s hardware security module (HSM), which makes it unique across devices. Your Duo accounts can be backed up and restored across devices using Duo Restore, which makes use of your platform’s recovery feature - Google Drive backup via a Gmail address on Android and iCloud backup using an iCloud account on iOS. This is why you are being prompted to enter a Gmail account.

If you didn’t back up your accounts on your old device, you will have to manually reconnect them on the new device. I recommend checking out our guide to Duo Restore for more info. Let me know if you have further questions, and I’ll try to help as best I can!

I did not know if I had ever turned on restore. Either I never did or it was so long ago I didn’t remember. Only after finding a work around and solving my own problem did I find, in related notes that, yes, long ago, I had established restore. In any case there seem to be two problems here that Duo could address in their user interface.

One is that it was not at all clear thats what the app was trying to do, fetch my restore, if I had one. I just assumed installing the app from the app store and entering my credentials, just as I do when I go to the admin web page, would have it connected to my account. The app gave me no clue that that was not what it was doing, that it was trying to connect me to restore. If it had said that, “If you ever set up restore that’s what we’re trying to connect you to now and it is those credentials, whatever you set up for restore, that we need here”, then I would have known. Oh. Restore. Maybe, maybe not, I’ll have to dig into old notes and see. In any case it would have put me on the right track.

Actually I’m surprised I ever set up restore. It apparently gets saved to google cloud? Or has to be done with a google account? Any more I’m too wary of everything going through google and I would not want to do that. And anyway, why? That is why is it connected with google? Duo is its own entity. Why wouldn’t backup and restore be an entirely Duo thing and keep google out of it?

The second issue is why, then, doesn’t the app have an option to just put in Duo credentials and your in? I finally remembered that I could go to the admin web page, send myself a fresh invitation. On my phone that invitation just leads me to fetch the app and apply credentials that were in the activation text. Why couldn’t the app have simply asked for that? Or at least point out the alternative of having your admin send you a fresh invitation?

This all seems like a confused system.

Thank you for providing such detailed feedback for us. I’ve shared your comments with the mobile team for further consideration.