Lost/Stolen/Unavailable Device
If your device has been lost, stolen, or is unavailable:
If you have enrolled a second authentication device, you can log into Western Identity Manager to delete your lost or stolen phone.
Alternatively, if you have have backed up your device:
- iOS users must ensure that iCloud Keychain is enabled on the iOS devices where they use Duo Mobile.
- Android users should toggle on the Backup accounts with Google Drive option in Duo Mobile and follow the in-app prompts to connect to Google Drive to store their app backup. Android users must have their old device available to scan a QR code generated on that device to transfer the information to the new device.
When users with account backups open Duo Mobile on their new device, they can tap Get My Account Back to begin the Instant Restore process. Refer to https://duo.com/docs/administration-settings#instant-restore for additional details.
If you are not able to log into Western Identity Manager, please contact the WTS Helpdesk for assistance with logging in using another method, and then removing the missing device.
If you suspect that your phone has been stolen, we recommend reporting the device to the Campus Police. They may be reached at 519 661-3300, or police@uwo.ca.
Published on and maintained in Cascade.
