App losing activation

[Cooper1]

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?

[mkorovesisduo]

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

[Cooper1]

No, it’s different users each time.

[mkorovesisduo]

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.