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DUO popup on smartphone when using VPN

Hello, 

 

we are using DUO and every person have 2 available user, one standard user like "user123" and one is the email like "testuser@testmail.com".

 

When accessing on VPN, DUO must send a notification on the user's smatphone but this doesn't happen if someone uses the email for authentication. 

 

Example: if I use user123 I receive a notification on the smartphone but if I use testuser@testmail.com I don't receive a notification on the smartphone

 

How I can fix it? People need to receive a notification when they use the email for authentication...

 

Sorry for the bad english and thank you!

 

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