Tell Me 

Same number on a new phone?Different number on a new phone?

  1. Using a computer (not the new phone), browse to ninernet.charlotte.edu

  2. Click Manage Account and login using your NinerNET username and password

  3. At the Duo prompt, make sure your number is showing for Device and click Enter a Passcode

  4. Click Text me a new codes

  5. Enter a passcode that was texted to you into the field to the left of Log In then click Log In

  6. Click Add or remove phones & tablets from the Duo Two-Factor Authentication section

  7. Click Login

  8. Enter a different passcode that was texted to you in step #5 into the field to the left of Log In then click Log In

  9. Once you're authenticated, you will see a list of your devices - click the Device Options button beside the phone that was replaced
    Duo Device Options
  10. Click Reactivate Duo Mobile
    Duo Reactivate Device
  11. Select the type of your new phone and click Continue
    Duo Reactive Device Type
  12. If you have not already done so, install the Duo app on your new phone
  13. Click the I have Duo Mobile
    Install Duo Mobile
  14. On your phone, click the + plus sign in the Duo app (if prompted allow Duo app to access the camera) and then scan the QR code on the computer screen, you will see a green check if the scan is successful
    Duo Activated
  15. Click Continue on the computer screen
  16. Click Log Out
Do you still have your old phone?

No I do not have my old phone?

  1. You will need to contact the IT Service Desk, 704-687-5500, see this web page for hours of operation

Yes I have my old phone?

Following these instruction you will generate a Duo code from the Duo app on your old phone - no internet connection is required to do this

  1. Browse to ninernet.charlotte.edu

  2. Click Manage Account and login using your NinerNET username and password

  3. At the Duo prompt, click Enter a Passcode
  4. Open the Duo app on your old phone and tap anywhere in the UNC Charlotte area - a 6 digit number will be generated
  5. Enter the 6 digit number from the Duo app into the field to the left of Log In then click Log In
  6. Click Add or remove phones & tablets from the Duo Two-Factor Authentication section
  7. Click Login

  8. Repeat steps 3 through 5 above to authenticate to Duo

  9. Click + Add another device

  10. Follow this FAQ to register your new phone
  11. After successfully adding your new phone, follow the below instructions to remove your old phone
  12. In the main My Settings & Devices menu, click the Device Options button beside your old phone
    Duo Device Options
  13. Click Delete Device
    Duo Delete Device
  14. Click Remove to confirm
  15. Click Log Out


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