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DUO Security: Lost or Stolen Phone, Token, or Key

Lost Phone: What to do 

Smart phone graphic with a magifying glass over the screen which features a map app

Backup Devices

  • A backup device is an additional device added to your DUO account for recovery when your primary device is not available.
  • This include a second smartphone, tablet or security key.

  1. Go to the manage devices page.
  2. Click "Add a device".
  3. Instructions to add the device will be given on screen.

  1. Go to the manage devices page.
  2. Find your lost device in the list of enrolled devices.
  3. Expand the "Edit" menu on the top right side, and choose "Delete"

If you do not have a way to access your portal, please submit a help ticket here (help@case.edu or call 216-368-HELP) or visit the Care Center at the lower level of the Kelvin Smith Library.

Why do I need to remove my lost phone from my list of DUO devices?

Even if you lose your phone, remember that your phone's password will still protect your account. However, it is important to remove that phone from your DUO device list to protect your account from unauthorized access.

Lost Key or DUO Token: What to do

If you lost a DUO Token, report this to the Service Desk immediately. The missing token will be removed from your account to protect it, and a new one can be purchased and assigned to you.

  • Email: help@case.edu
  • Telephone: 216.368.HELP (4357)
  • Visit C.A.R.E. Center in Kelvin Smith Library