DuoMobile: New Phone

[ls99]

Hi

I am an end user that uses Duo to protect personal accounts so I have no administrator controlling my account. I have changed my phone (iPhone to iPhone) but cannot see a way to log in to Duo on my new phone to allow the accounts set up with Duo on my old phone to be transferred to my new phone without setting them all up again manually.

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i raised a support case with ticket 01581578. in DECEMBER and have received nothing so if staff see this and want to reply there that’s fine too

[DuoKristina]

Regarding your support case: Duo Support does not assist end users directly. The recommended support path for end users, as noted in the user guide and this article, is to contact their organization's Duo administrators, and then if the Duo admins can't resolve the issue then they can contact Duo Support to open a case. There is no direct support for individuals who do not use Duo as part of an organization. I see this was not explained to you when your case was closed, and I apologize on behalf of Support for that oversight.

Have you reviewed the restore information for iOS in the user guide? https://guide.duo.com/duo-restore#ios

In order to restore accounts on an iPhone you must have:

1. Enabled iCloud backup of your original phone, with iCloud Keychain enabled, or created an encrypted iTunes or Finder backup.
2. Enabled third-party account backup in Duo Mobile settings on your original phone if you have any third-party (non-organizational) accounts and had an iCloud or iTunes backup complete after toggling this on and setting the recovery password.
3. Completed an iCloud restore to your new phone and enabled iCloud Keychain on the new phone.
4. Install Duo Mobile and launch the app. If the backed-up information with Keychain was restored on the phone, then Duo Mobile will see the existing account information. It may prompt for the third-party account recovery password during this process.