Some classes of Duo issues require that we can positively identify you before we take action. For the following issues, please log a ticket at help.drew.edu so we can assist you further. - I need to re-activate Duo Mobile. If you have a new phone (or have done a factory reset on an existing phone) and need to reactivate the Duo Mobile app, your options depend on what devices you have on your account. If you are still able to log into your Drew account via another phone or token registered to your account, you can fill out a support request at help.drew.edu, providing your username, phone number, and type of device. We will then send you a new activation link for Duo Mobile. If you cannot log in, you will need to visit the Helpdesk in person with a photo ID to register the new device.
- I need to add an additional phone number. Please fill out a support request at help.drew.edu, providing your username, phone number, and type of device (also identify whether you wish to activate Duo Mobile if the device is a smartphone).
- I want to change my default phone. Please fill out a support request at help.drew.edu, providing your username, the phone numbers in question, and the order you would like them in on your Duo account.
- Please note that Duo will send a push notification to whichever device will accept them by default, regardless of whether your office phone precedes your cell phone in Duo.
- I am graduating and wish to stop using Duo. We just want to point out that you are asking us to make your account less secure. If you are comfortable with this, please log a ticket at help.drew.edu, providing your username, phone number, and type of device, and the reason you wish to be removed.
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