University of Houston-Victoria

Information Technology

Duo FAQ

Q. What is Two Factor Authentication (2FA)?

2FA is an additional layer of authentication beyond a username and password. 2FA involves something you know (password) plus something you have with you (like Duo Mobile on your smartphone) to prevent someone from logging in with only your password. With Duo 2FA, you still enter your username and password. The second factor provided by Duo is simply an added layer of security on top of your existing credentials.

Q. Where can I find the Duo mobile app?

Duo mobile for Android devices

Duo mobile for Apple devices

Q. What if I have both a staff and student account?

You will enroll for both, but can use the same phone number and app for both accounts.

Q. What do I do after I enroll?

A1. If you are a current user accessing Office365, you will want to log out of Office365 applications and log back in. This includes software Outlook, OneDrive, Teams, and other Office365 applications on your computer, your phone, tablet, etc.

A2. For new users who has not yet used Office365, when you login to any Office365 applications, you will be prompted to authenticate using Duo after you login with your user name and password.

Q. What do I do if I can’t find the app?

Device may be too old or unsupported by Duo. However, you can still authenticate by phone call, SMS text message, or hardware token.

Q. What do I do if my device is too old?

You can still authenticate by phone call, SMS text message, or hardware token.

If you need a hardware token, please visit the UHV Connect Store. If you are in need of financial assistance, please fill out the Duo Hardware Token Financial Assistance Request form.

For additional information on supported versions:
Android Supported Versions
iOS Supported Versions

Q. How do I get it to text me?

When you are prompted to choose an Authentication method, choose “Enter a Passcode”. At the bottom, you will get a blue box and click on “Text me new code”. You will receive a text with a temporary passcode that will allow you to login.

choose an authentication method

Q. Why am I not getting my Push notification?

If you have your phone set to Do Not Disturb, this will prevent Push notifications from coming through.

Q. Why is Duo mobile app saying it detected security issues with my device?

Duo may make recommendations on how to better secure your device. Click on the pop-up in your Duo mobile app to see what needs to be updated. These can also be completed at a later time.

Q. My phone number is enrolled with Two-Factor Authentication, but I deleted the Duo mobile app or it’s not working. What do I do?

If you are having difficulties with Duo push or reinstalled the application, please give Help Desk a call at 361-570-4399.

Q. What should I expect when I choose the Duo mobile push notification option?

Duo mobile Push is the easiest and quickest way of authenticating. You'll get a login request sent right to your phone.


When the Duo mobile Push notification shows up on your screen, tap where indicated to view the available actions: Approve or Deny.


You can slide down your notifications to see more information about the login request before selecting an action, like the username, timestamp, and location information (if available).


Simply tap Approve in either type of notification to finish logging in to the Duo-protected application.

Tapping on the push request notification itself (instead of tapping the notification actions) takes you to the full Duo mobile Push screen in Duo mobile.

If you get a login request that you weren't expecting, tap Deny on the notification orthe full Push screen to reject the request. If you don't recognize the authentication attempt as your own, tapping "It seemed fraudulent" rejects the login attempt and also notifies your Two-Factor Authentication administrator about the suspicious request. If you just want to cancel a login request you made you can tap "It was a mistake" to deny the request without reporting it.

Q. What data does Duo collect?

Duo Help Article