Transferring your DUO account to a new device
Got a new smartphone or Tablet?
The DUO Mobile app is linked to a specific device, not a mobile number. So if you get a new device, even if you keep the same number, you will need to switch your DUO account over to your device.
Whether you can do this yourself, or whether you need IT Services to do it for you, depends on the following:
- Do you still have your old device?
- Is your old device in working order?
- Do you still have the DUO Mobile app installed on your old device?
- Are your old and new devices both on the same operating system – i.e. are they both Android, or are they both iOS?
If the answer to ALL FOUR questions is YES, please go ahead with the “Transfer Duo account” instructions for your type of device below.
However, if the answer to one or more of those questions is NO, please contact IT Services on 01509 222 333 (Mon-Fri 08:45-17:00) and we can help you get your DUO account switched over to your new device.
We must speak to you in person; we cannot transfer your DUO account via email for security reasons.
Duo restore for Android
You must have access to Duo Mobile on your old Android device in order to use Instant Restore. If you can't open Duo Mobile on your old device, for example, if your phone was lost or damaged, please contact the IT Service Desk.
Step 1: Enabling Duo Restore
Backup accounts with Google Drive
- Open Duo Mobile and tap the menu icon in the top corner and tap Settings
- Tap Duo Restore in the "General" settings
- On the "Duo Restore Settings" screen, tap the “Backup accounts with Google Drive” slider to turn it on
- Select the Google account to use for Duo Restore and grant Duo Mobile permission to store the backup in your Google Drive
Step 2 : Reinstall Duo
Download the latest Duo Mobile App from the Google Play Store
- From your new Android device, download the latest Duo Mobile App from the Google Play Store
- Open the Duo Mobile app on your new device
- Tap I have existing accounts from the welcome screen
- Select the Google account you used to set up Duo Restore
- You'll be asked if you have your old phone. Tap Yes, continue setup
Step 3 - Restoring your Duo mobile account
Open Duo Mobile on your old phone
- Tap the menu icon in the top corner, then tap Settings
- Locate the “Connect a new phone” settings item and tap View QR code to display a QR barcode on the screen
Return to your new phone
- Tap the menu icon in the top corner, then tap Settings
- Locate the “Connect a new phone” settings item and tap Scan QR code
- Scan the QR code shown on your old phone to complete account restoration
- Duo Mobile locates your backed-up Duo-protected accounts and restores them to your device
Duo restore for iOS
Due to how apps are automatically backed up in iOS, the backup functionality of Duo Restore is always on for iOS users who have iCloud enabled.
Step 1: Enabling Duo Restore
- Make sure you are running the latest version of the Duo Mobile App on your current iOS device
- Back up your device to iCloud, with iCloud Keychain enabled to use Instant Restore
Note: Nightly iCloud backups will include Duo Restore information. Encrypted iTunes or Finder backups will also work
Step 2 : Restoring your Duo mobile accounts
Recovering Duo-Protected Accounts with Instant Restore
- Sign in to iCloud on your iOS device and restore from an iCloud, iTunes, or Finder backup. If using iCloud, enable iCloud Keychain. This could be the same device as before, or a brand-new one
- Download the Duo Mobile app on your new device
- Open Duo Mobile and tap Continue on the welcome screen. Duo will locate your backed-up Duo-protected account(s) and restore them to your new device. When complete, you’re taken to the accounts list in the app
- An activation notification will be sent to your old device. Tap ‘Yes’ to deactivate the accounts on your old device and continue using your Duo account(s) on the new device instead