Article Intended For
Penn State faculty, staff, students, and affiliates who use two-factor authentication (2FA).
Introduction
This article explains what to do when you get a new phone to replace a phone that's currently enrolled for use with two-factor authentication.
Click one of the following for instructions that correspond to your situation:
Article Body
My new phone has the same number
Both phones are smartphones
If both your old (currently enrolled) and new phone are smartphones, you don't need to actually re-enroll your new phone. However, in order to use the Duo Push or Duo Passcode authentication options, you'll need to download and install the Duo Mobile app and reactivate the connection to your Penn State account.
To learn how, see knowledge base article 2FA: Activate or Re-Activate Duo Mobile on my Smartphone to Receive Duo Push and Duo Passcodes.
Note that because your number has not changed, you can use your new phone to authenticate via phone call or SMS text passcode without taking any additional action.
Both phones are non-smartphones
If both your old (currently enrolled) and new phone are non-smartphones (cellphones with only voice and text capability), no action is needed. When you authenticate and request a phone call or text message with passcodes, the call or text will automatically be sent to your new phone.
One phone is a smartphone, the other is not
If your old (currently enrolled) phone is a non-smartphone (a cellphone with only voice and text capability), and your new phone is a smartphone, or vice versa, you will need to unenroll the old phone and enroll the new phone as a new device.
- If you have access to another enrolled device, you may log in to the 2FA Management website and enroll your new phone. To learn how, refer to the following knowledge base article: 2FA: Add (Enroll) or Remove (Unenroll) a Device from Two-Factor Authentication.
- If you're unable to log to the 2FA Management website because you don't have access to an enrolled device that still works for 2FA, call the IT Service Desk for assistance.
My new phone has a different number
If your new phone has a different number than your currently enrolled phone, you'll need to unenroll the old phone and enroll the new one as a new device.
- If your old phone still works for 2FA authentication, or you have access to another enrolled device, you may log in to the 2FA Management website and enroll your new phone. To learn how, refer to the following knowledge base article: 2FA: Add (Enroll) or Remove (Unenroll) a Device from Two-Factor Authentication.
- If you're unable to log to the 2FA Management website because you don't have access to an enrolled device that still works for 2FA, contact the IT Service Desk for assistance.