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IT Connect

Information technology tools and resources at the UW

Lost or stolen 2FA device

Please choose the option that applies to you

Lost or stolen Duo hardware token

If your hardware token is lost or stolen, please contact the UW-IT Service Center. They will disable the lost or stolen hardware token and issue you a new one.

Did you set up more than one 2FA device?

If you set up more than one 2FA device, you can use your available 2FA device to remove your lost or stolen device.

  1. StepsActions
  2. Navigate to https://identity.uw.edu/2fa
  3. Sign in with your UW NetID and password.
  4. Choose the authentication method that allows you to sign in using the 2FA device you have with you.
  5. Click Device Options for your lost or stolen device.
  6. Click the red trash icon to remove your lost or stolen device. Duo will ask if you are sure you want to remove the device.
  7. Click the Remove button to confirm you want to remove the device.
  8. Removal is complete. Duo will display a confirmation message and show “My Settings & Devices”.

Lost your only device, and have a replacement?

If you lost your only 2FA device, or it was stolen, and you have a replacement, please follow these steps.

  1. StepsActions
  2. Please make sure you have your replacement device with you. For example, if you lost your smartphone, make sure you have your replacement smartphone with you.
  3. Contact the UW-IT Service Center. They can verify your identity and issue you a one-time bypass code to sign in and manage your 2FA devices. Once you have the passcode, continue to the next step.
  4. Navigate to https://identity.uw.edu/2fa
  5. Sign in with your UW NetID and password.
  6. Click Enter a Passcode.
  7. Enter the bypass code provided by the UW-IT Service Center and click Log In.
  8. To add your new replacement device, click Add another device. Duo will prompt you to set up a device.
  9. Once you have added your replacement device, click Device Options for your lost or stolen device.
  10. Click the red trash icon to remove your lost or stolen device. Duo will ask if you are sure you want to remove the device.
  11. Click the Remove button to confirm you want to remove the device.
  12. Set up and removal is complete. Duo will display a confirmation message and show “My Settings & Devices”.

If you lost your only 2FA device, and you don’t have a replacement, contact the UW-IT Service Center.

Need more help?

Losing your 2FA device can be stressful. Contact the UW-IT Service Center if you need assistance with your lost or stolen device.