DYK: Why might an end user no longer receive a Duo Push and need to reactivate Duo Mobile on their device?

This question frequently comes up in the Duo Community and support cases. Sometimes users may run into issues where they can no longer receive Duo Push notifications and reactivation is required. Since Duo Mobile is tied to the device’s Hardware Security Module, any changes to a phone’s hardware can affect activation status.

There are a number of reasons that this can occur, and you can check out the full list in the help article on this topic. Some of the most common, though, are as follows:

  • An end-user with an Android device deletes or uninstalls (and reinstalls) the Duo Mobile app.
  • A user deletes the account from their account list in the Duo Mobile app.
  • A user loses their phone and attempts to set up a new device.

Again, check out the list in the help article for some more situations where this can occur, such as administrator actions that can trigger a need to reactivate Duo Mobile.