What to Do If You Lose or Replace Your 2FA-Enabled Phone or Other 2FA Identifier?

If you are replacing your Toopher-enabled device (e.g. getting a new cell phone), you should un-pair the old device before you replace it, then pair the new device once you have it set up and working.  (If you fail to do this, then follow the directions below for a lost device if needed –- meaning if you are not keeping your old device and want to still use it).

If you've lost your Toopher-enabled device, you should notify the Toopher service via the online form at https://utdirect.utexas.edu/apps/multifactor/toopher/lost_device/

If you've lost your Duo-enabled device, and you have another Duo-enabled device (you enabled two devices or methods), you can remove the device yourself using your secondary device.  In this case, you can manage your currently enrolled devices, or add a new device, by visiting the self-registration portal. (You will need to have a registered device handy to complete this process.)  NB: If you are prompted to log in at the self-registration portal, do NOT log in! Instead, click on the "Cancel" button in the blue banner, then click on the "My Settings & Devices" link to manage your devices.

If you aren't able to log in or don't have a secondary device, then the ITS Help Desk can disable the missing device for authentication.

Written by Eric Rostetter, Senior System Administrator
Questions or comments? The best and easiest way to contact us is via the CNS Help Desk form.

See also: Security, Toopher