Duo 2FA, BYUI's two-factor authentication provider, gives the option for users to authenticate with a code through text, or with a phone call. If you have selected one of these options, but are not getting the text or call, please refer to the troubleshooting steps below.
Connection Issues
Weak cellular connection
Make sure that your cellular connection is strong. If your cellular connection is weak, find a place where you have a better connection. If you are using a smart phone, you may be able to improve your cellular data connection by turning Airplane Mode on and off. This will reset the connection and then you may be able to receive the authentication text.
Check Phone Connections
If you are using a landline, make sure that your phone is connected and and make and receive calls.
Device Issues
If your phone connection is good, but you still don’t receive a text, there might be a problem with your device.
First try rebooting your phone. You may need to have the Duo prompt send you another code. If that still doesn't work, you can verify your number by:
- Access your Duo account by logging in your BYUI account, and click Need help? button on the Duo prompt.
- Go to Manage Devices.
- Verify that the phone number that you entered is the correct one.
If you are unable to access the manage devices page, or need further assistance, contact the BYUI IT Service Desk.
Contact Us
If you still need help, call us at (208) 496-9009 or start a Live Chat with us.
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