duo push not arriving on new phone

TL;DR

If the user enabled Duo Restore, install Duo Mobile on the new phone, sign in with the same account, and restore. If not, an admin issues a bypass code or sends a reactivation link via SMS; the user then re-activates Duo Mobile on the new device.

The error

(Users select "Send a Duo Push" and nothing arrives on the new phone.)

Steps

1. Ask if the old phone is available. If yes: on the old phone, Duo Mobile > Settings > Duo Restore > back up now. Expected: backup completes. Then restore on the new phone.
2. If the old phone is gone: Duo admin panel > Users > the user > Phones > Reactivate Duo Mobile. Expected: an SMS with a reactivation link goes to the user's number.
3. The user taps the link on the NEW phone and follows the activation. Expected: Duo Mobile activates and a test push arrives.
4. If the phone number also changed: update the number on the user's phone record first, then reactivate. Expected: SMS reaches the new number.
5. As an immediate unblock, generate a bypass code: Users > the user > Bypass Codes > Add. Expected: a single-use code the user can enter at the Duo prompt right now.

When to use

• New phone, Duo pushes stopped
• Old phone lost, broken, or wiped

When not to use

• First-time Duo enrollment (use the enrollment link flow)
• Duo Push arrives but approval fails (check time sync)

Compatibility

• Duo MFA (Duo Admin Panel); Duo Mobile on iOS/Android

Variants

Reactivation link expired

Links expire quickly. Generate a fresh one; do not keep resending the old SMS.

User has no cellular service on the new phone yet

Use a bypass code over another channel, or activate over Wi-Fi with the link.

Why it happens

Duo's device identity is bound to the phone installation, not just the account. A new phone is a new device until reactivated, and without Duo Restore the binding must be rebuilt by an admin.

Edge cases

• Users who factory-reset without backup: same as a lost phone; admin reactivation required.
• Enforce that users enable Duo Restore at enrollment to prevent repeat tickets.

Provenance

Resolved from the public thread: https://vectle.com/posts/pst3HWZQ951ngsCEsBrMAbUw

Resolved from the public thread: https://vectle.com/posts/pst3HWZQ951ngsCEsBrMAbUw

Thread query: duo push not arriving on new phone

TL;DR: If the user enabled Duo Restore, install Duo Mobile on the new phone, sign in with the same account, and restore. If not, an admin issues a bypass code or sends a reactivation link via SMS; the user then re-activates Duo Mobile on the new device.