Multi-factor Authentication (MFA) adds a second layer of security to your SDSUid account. By verifying your identity using a second factor (such as your mobile device or a key fob), MFA prevents anyone else from logging into your account, even if they know your password.
To help keep SDSU users and data safe, the campus utilizes Duo's MFA solution.
MFA Frequently Asked Questions
There are some common Duo MFA problems that seem to happen more frequently than any of us would like. We've put together this knowledge base to address the most common problems and some possible fixes. If your question is not listed below, please open a ticket.
Most Popular Cases
If you have a new phone with the same phone number, you will need to log into to SDSU Duo Portal to manage your Duo devices. Select Device Options and then Reactivate Duo Mobile.
If you are having problems, please submit a ticket through SDSU ServiceNow.
You can also contact the Help Desk if you need immediate assistance.
If you set up a backup device, you can use the secondary device to authenticate with.
Yes. Duo Security's services are used in more than 100 countries. List of countries supported by Duo.
Please note that some countries and regions outside of North America and Europe have relatively unreliable telephony infrastructure. This can lead to inconsistent phone callback and SMS authentication experiences. In these circumstances, it is recommended using alternative authentication mechanisms such as Duo Push, generating passcodes in Duo Mobile, phone callback, or hardware tokens. Another consideration to keep in mind with these countries and regions is the high cost of telephony delivery.
For more information on using international phone numbers with Duo, please visit Duo's site.
If you still possess your previous authentication device, you will be able to manage your devices by logging into SDSU Duo Portal.
However, if you no longer have access to your previous authentication device, your new device will need to be added. Please contact the Help Desk if you need immediate assistance.
You can also submit a ticket using SDSU ServiceNow.
SIM cards with the same phone number.
If the Duo app is already installed on your phone and thew new SIM card uses the same phone number, Duo will work as normal.
SIM cards with a different phone number.
If you have the Duo app on your phone and change to a SIM card with a different phone number:
- Push notifications in the app — Changing SIM cards should not have any effect.
- Text (or call) notifications – You will need to register the phone number corresponding to the new SIM card, and then select which number to use when logging in.
For additional help, go to the Duo help guide.
Yes. You will not be able to receive PUSH notifications on your cell phone. However, if you touch the SDSU logo in the Duo app, it will give you a six-digit code to enter for authentication.
In addition, you can opt to use a Bypass Code that can be generated here.
For Faculty and Staff
- Submit a Ticket - If you are having problems, please submit a ticket through SDSU ServiceNow.
- Help Desk - You can visit the Help Desk.