Frequently Asked Questions about Duo Two-Factor Authentication

Can I use 2FA in a classroom without cellular or wireless service?

Yes. Duo provides several authentication methods that can be used without cellular or wireless service. For more information, see the Using Duo Two-Factor Authentication without Cellular Service or While Traveling page.

Will I be able to use 2FA while traveling?

Yes. Duo provides several offline authentication methods. For more information, see the Using Duo Two-Factor Authentication without Cellular Service or While Traveling page.

What if I receive an unexpected login alert?

If you receive a notification (a login alert on the Duo Mobile app, a phone call from the authentication system, or a batch of passcodes via text message) that you did not initiate via the login process, your USC NetID password may have been compromised. Reject the login and change your USC NetID password as soon as possible at itservices.usc.edu/uscnetid.

How do I access the Duo self-service portal?

To access the Duo self-service portal, click or tap either the My Settings & Devices or Add a new device link on any Duo authentication screen. You will need to authenticate via 2FA in order to access the self-service portal.

What if I lose my registered mobile device?

If you lose your phone or tablet, you should remove it from your list of enrolled devices using the Duo self-service portal as soon as possible. You may also contact the ITS Customer Support Center at 213-740-5555 to disable the 2FA account connected to your missing device.

What if I want to add a new mobile device?

You may add new devices via the Duo self-service portal. If you upgrade to a new smartphone or tablet, be sure to deactivate your old device and register the new one using the Duo self-service portal. You may also contact the ITS Customer Support Center at 213-740-5555 for assistance.

Can I register multiple devices?

During the initial enrollment process, you may register as many devices as you wish, including smartphones, cell phones, landline phones, and tablets. If you need to register another device once you have completed the initial enrollment process, you may do so from the Duo self-service portal.

ITS recommends that you register at least two devices, for example both your smartphone and your office phone. In the event that you lose one device, you will still be able to access protected systems using your secondary device.

What if I do not have access to a supported device?

If you do not have access to a smartphone, tablet, cell phone, or landline phone that you can use for 2FA, please contact the ITS Customer Support Center for assistance.