This article is for students having trouble with Duo MFA — a new or lost phone, missing push notifications, or login problems. For first-time enrollment, see Duo Installation and Setup.
The fix-it tool: the Device Management Portal
Most Duo problems are solved in the self-service Device Management Portal — as long as you can still approve a Duo request with one existing method:
- Sign in to MyPortal in a private/incognito window (required — if your regular browser is trusted, the Duo prompt is skipped and you can't reach the portal).
- At the Duo prompt, click Other options, scroll down, and click Manage devices.
- Verify your identity, then add, rename, or remove devices.
I got a new phone
- Open the Device Management Portal (above).
- On your old device's card, click I have a new phone.
- Follow the prompts to scan a new QR code with the Duo Mobile app on your new phone.
Using phone calls or texts with the same number? Nothing to do — everything keeps working. New phone number too? Add the new number and remove the old one in the portal, or codes and calls keep going to the old number.
Move Duo before wiping, trading in, or returning your old phone. You need the old phone (or a backup method) to authenticate into the Device Management Portal. If the old phone is already gone and you have no backup method, email [email protected] or call (650) 469-8484 for help getting back in.
Renaming or removing a device
In the Device Management Portal, click the Edit (pencil) icon on the device card to rename or remove it. Don't remove your only device — you'll be locked out.
Troubleshooting
No push notification arrives; the screen shows a 6-digit passcode instead
That's Duo's fallback when push delivery fails (poor network connection, notifications turned off). Open Duo Mobile, find your FHDA account, and type the 6-digit passcode from the computer screen into the app.
Pushes never arrive at all
- Check that notifications for Duo Mobile are enabled in your phone's settings.
- Check that the app has network access (Wi-Fi or cellular data).
- Use the 6-digit passcode fallback above.
Tapped the green check but the computer does nothing
Refresh the MyPortal browser tab. If the Duo timer expired before you approved, the prompt is invalidated — start the login over.
Prompted again the next day even after "Yes, this is my device"
Your browser is clearing cookies — private/incognito mode, "clear on exit" settings, or strict privacy extensions wipe Duo's 15-day trust cookie. Allow cookies for myportal.fhda.edu or accept the more frequent prompts.
Login options suddenly limited to Verified Push or bypass code
Duo flagged the login as higher-risk — for example from overseas, on a VPN, or from an unfamiliar IP address. That's intentional extra protection: use Verified Duo Push and confirm the number shown on screen in the app.
Duo prompt is skipped so you can't reach Manage devices
Your browser is currently trusted. Open a private/incognito window and sign in there — the prompt appears and Other options → Manage devices is reachable.
QR code expired before you could scan it
Click Back in the browser, reopen the QR step to refresh the code, and scan it right away — codes typically expire within a few minutes.
Deleted or reinstalled the Duo Mobile app
Reinstalling breaks the connection. Re-add your device via the Device Management Portal (approving with a backup method), or contact MFA support below.
Approved Duo but login still fails
That's usually a password or account problem, not Duo — see the MyPortal login articles, or contact MFA support below.
Get help
For Duo setup, device enrollment, and technical troubleshooting, email [email protected] or call (650) 469-8484.