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SMS no longer sends me a code?

esheldon
Level 1
Level 1

Not sure if this is the right place to post this. I use Duo for a few things and one of them is Keeper for my passwords. The push works fine but about two months ago it stopped allowing me to use SMS when the push wouldn’t go through. I hit the SMS option and never receive a code. Not sure how to begin troubleshooting, and since this is a free account, I didn’t have support options other than the community, so I’m hoping someone can help. This isn’t a super urgent issue, but more of a something I want to figure out. Thanks in advance for your help!

3 Replies 3

DuoKristina
Cisco Employee
Cisco Employee

Have you run out of telephony credits in your Duo account? Log in to your Duo Admin Panel and check Billing > Telephony Credits. If you ran out of backup credits you can purchase more (we don’t provide allowance credits or automatic credit refills to Duo Free accounts).

Duo, not DUO.

Yeah, looks like I’ve potentially ran out of credits? I guess I didn’t know that was a yearly thing. I only use it a handful of times throughout the month. Can you tell me how many are given per year and when my year resets?

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Per the previously-linked document, allowance credit refills depend on your plan:

Allowance credits are refilled automatically every year for all paid accounts. Duo Premier, Duo Advantage, and Duo Essentials plan accounts with automatic billing receive 100 credits per user per year. For example, a customer subscribing to the “Up to 30 users” Duo Essentials plan will receive 3,000 Allowance Credits per year. Unused allowance credits do not roll over.

Please note that Duo Free plan customers and educational institutions subscribing to any Duo plan do not receive allowance telephony credits.

I think we grant some small of backup credits when someone establishes a new Duo account, and when those are depleted then you can purchase additional backup credits from Billing > Telephony Credits at a minimum of 1,000 credits (which is $10 today in the US).

For details and questions about your account’s billing please contact Duo Support.

Duo, not DUO.
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