Overview

Duo Mobile's restore functionality will allow you to back up a Duo-protected account for recovery using your iCloud account on iOS devices or your Google account on Android devices.

When to Use

• You obtained a new phone (same phone number) and need to set up the DUO Mobile app on the device
• Your current phone was factory reset or repaired, and you need to set up the DUO mobile app 

Important Points

• Restoring or reactivating any "Duo-Protected" accounts on the new device deactivates those accounts on the old device.
• iOS users must have previously backed up their devices with iCloud (with iCloud Keychain on) or an encrypted Finder backup.
• Android users must have previously backed up their Duo Mobile accounts to Google Drive.

How to use Duo Restore

iOS (Apple Devices)

To use Instant Restore, you must have previously backed up your device with iCloud (with iCloud Keychain on) or an encrypted iTunes or Finder backup. Additionally, your organization's Duo administrator must have enabled the Instant Restore feature.

1. Sign in to iCloud on your iOS device and restore from an iCloud, iTunes, or Finder backup.
2. If using iCloud, enable iCloud Keychain. This could be the same device as before or a brand-new one.
3. Download the Duo Mobile app on your new device.
4. Open Duo Mobile and tap Continue on the welcome screen.
5. Duo Mobile locates your backed-up Duo-protected accounts in your restored backup and restores them to the app on your device. When complete, you're taken to the accounts list in the app.
6. Duo also sends a push notification stating that accounts were activated on a new device to your old one. If you receive the new phone activation notification and you didn't just perform a restore, tap No. This deactivates your Duo accounts on original and replacement devices and alerts your organization's Duo administrators about fraudulent reactivation.
7. If you did initiate the restore to a replacement device, tap Yes to dismiss this notification and deactivate the accounts on your original device.

The Duo Mobile accounts list shows your restored Duo accounts, and you may use them to log into Duo-protected services with Duo Push or a generated passcode.

Android

To use Instant Restore, you must have previously backed up your Duo Mobile accounts with Google Drive.

You must have access to Duo Mobile on your old Android device to use Instant Restore to restore your Duo-protected account backup to your new device. If you can't open Duo Mobile on your old device, for example, if your phone was lost or damaged, contact the ITS Help Desk.

1. Download the latest Duo Mobile App from the Google Play Store on your new Android device.
2. Open the Duo Mobile app on your new device.
3. Tap I have existing accounts from the welcome screen.
4. Duo Mobile will check for a previous backup in Google Drive. Select the Google account you used when initially setting up Duo Restore.
5. You'll be asked if you have your old phone. Tap Yes, continue setup to continue.
6. Open Duo Mobile on your old phone and tap the menu icon to open Settings.
7. Locate the "Connect a new phone" settings item and tap View QR code to display a QR code on the screen.
8. Return to your new phone, tap Scan QR code in step 3, then scan the QR code shown on your old phone to complete account restoration.
9. Duo Mobile locates your backed-up Duo-protected accounts and restores them to your device, showing a success message when complete.

The Duo Mobile accounts list shows your restored Duo accounts, and you may use them to log into Duo-protected services with Duo Push or a generated passcode.

Common Issues

Issue	Resolution
I restored my phone from a backup (iCloud or Google), but my DUO account was not restored	Your DUO account was not included in the latest backup. Please contact the ITS Help Desk via phone to reactivate the DUO mobile app on your device.
I am using the same device but now have a different phone number	Contact the ITS Help Desk via phone for further assistance.

Related Articles

• Eligible Devices & Authentication Methods for Multifactor Authentication (MFA-Duo)
• Enrolling and managing your DUO MFA devices
• Obtaining bypass codes for DUO authentication

Need Further Assistance?

Contact the ITS Help Desk

• Phone: 203-432-9000
  • Hours: Monday–Friday, 8:00 a.m.–5:00 p.m. (Escalation support remains available after hours, on weekends, and during holidays for time-sensitive, health, life, or safety critical issues).
• Schedule a Callback
• Visit an in-person support center