PLEASE HELP Duo 2FA Broken

[meganjd]

I'm desperate for some assistance. I've tried contacting Duo Mobile with no success. I've tried Meta, they said their hands are tied. I feel screwed.

Long story short - I went from Android to iPhone and got a new number in the process. I had Google Duo setup on my old phone but had no idea how to move it over to the iPhone. Never could figure it out. Now, here we are, and my 2FA with Google Duo of course is broken with Facebook/Meta. I cannot generate any codes as my Duo on my new phone is not linked up.

I actually got a Meta support rep on the phone and thought I might be successful since the Duo website says I must contact them for help. Welp... they read off a long privacy policy that says their hands are tied. It would be a breach of their privacy policy to do anything for me so they said I must contact Duo. I tried sending them an email as the site says you must do with a free account. All they did was spit back their AI instructions that don't apply in my case. No one will help me so I'm about to blow negative reviews everywhere as I have no other options. 

[Philip D'Ath]

Do you still have your Android phone?  Duo MFA on that device should still be working.

You would need to sign in with that, and then set up Duo Mobile on the iPhone.

ps. Personally, I also have a YubiKey (FIDO2) setup on everything, so that if anything ever happens, I can still get into everything.  I would get yourself one now while you are setting up access to everything again.  The cheap FIDO2 YubiKeys are all you need.

[DuoKristina]

Hi @meganjd ,

I'm sorry to hear that you are having issues logging in to your Facebook account. Unfortunately, I don't think I have good news for you.

Duo cannot assist with recovering your access to Facebook. We do not have access to any of the accounts you have stored in Duo Mobile, nor to any backups of the Duo Mobile app that might exist in your iCloud or Google account.

There's a comprehensive list of suggestions in this Duo knowledge base article: https://help.duo.com/s/article/5640.

What kind of phone do you have? Did you try the Duo Restore for third-party accounts from iCloud or Google account backup?

Whenever someone decides to protect a third-party account (like Facebook or Instagram) with Duo Mobile as a passcode provider, it's important to do these things:

1. Make sure to save whatever backup or recovery codes that other account provides during MFA/2FA setup BEFORE you log out of that service. Store the codes in a safe and secure place. Facebook example: https://www.facebook.com/help/148104135383285

2. Make sure you have Duo Restore enabled in Duo Mobile, including the option to backup third-party accounts. Note the specific requirements for iCloud and Android system backup mentioned in that guide to ensure the secure data from Duo Mobile is included in your backups. If you still have your old phone, you can try enabling Duo Mobile third-party account backup now and then try restoring it to your new device again.

3. If you are upgrading to a new phone, it's a good idea not to get rid of your old one until you've verified that your restore of Duo Mobile completed successfully and you can use codes from your new phone to log into apps. If for some reason the codes from your new phone didn't work, as Philip noted, you should still be able to log in to Facebook using a passcode from your old phone, and then visit your account security settings in order to disable two-factor authentication in Facebook. If you do this and decide you want to set up Duo Mobile as your 2FA authenticator app for Facebook again, be sure to do what I mentioned in steps 1 and 2 so you don't get stuck again.