Duo Two-Factor Authentication FAQ (Public)

If you have a question about Duo, start with the Duo FAQ below.

Who's required to use Duo two-factor authentication? 

All faculty, staff and students on all WVU campuses must use Duo two-factor authentication.

Note: Two-factor is for WVU employees and students ONLY. Parents, guardians and partners may NOT use Duo two-factor to access the account of a student or employee. This is a violation of the University's Acceptable Use of Technology Resources Policy.

Why do we need it?

Passwords are compromised regularly. They’re no longer good enough to protect personal, sensitive or financial information. WVU’s data includes YOUR data. A large security breach could affect both the University’s finances and reputation, while the personal information of individuals could also be at risk.

Two-factor is also required for industries that handle credit card or financial data. That includes WVU. It’s also a cyber liability insurance requirement.

Many universities are adopting the same approach as WVU. That includes Indiana University, Baylor, Texas A&M, University of Miami, Virginia Tech and Pitt.

How does it work?

The most convenient method is to download the free Duo Mobile app on your smartphone and enable push notifications. After you set up your Duo account, you’ll be prompted to approve a push notification or enter a code before accessing secure WVU systems.

How do I set it up?

If you’re a WVU employee, you’ll be prompted to set up Duo the first time you try to access a secure system. If you’re a student, you’ll be prompted 48 hours after you register for classes. You’ll need access to a computer and have your smartphone in hand. To make the process go faster, download the Duo Mobile app on your smartphone before you begin. When you’re ready, click Start setup and follow the on-screen instructions. Refer to the Set Up Duo Two-Factor on a Smartphone or Tablet article for more information.

What kinds of WVU systems and applications require authentication?

Any system or application that displays a Central Authentication Service (CAS) screen and requires you to enter your Login credentials will be behind two-factor authentication. That list is always changing, but includes secure systems like Outlook email, MIX email, eCampus, Portal, DegreeWorks, SEI and WVU+kc (Kuali).

Do I have any other options, besides using the Duo Mobile app on my phone?

Yes. You can purchase a Duo display token from your campus’s WVU Barnes & Noble Bookstore, either in-store or online. To authenticate, you’ll press the green button on the device to generate and enter a code.

I already have an authentication app and security token. Can I use those instead?

No. Other authentication apps and security tokens will not work with WVU systems. Only Duo Mobile is compatible with systems that are behind Duo protection.

Can I buy or use a Duo token that belonged to someone who left WVU and no longer uses it?

If an employee is leaving WVU, and the token was purchased with either state or Research Corp. funding, the device belongs to the University and should be returned to the supervisor. If the supervisor wants to reassign the device to another employee, they can submit an ITS request.

ITS won’t reassign a privately purchased display token without the explicit, in-person consent of both the owner and the person to whom the token would be reassigned. Both parties must visit an ITS Service Center and provide proof of identity.

I'm an international student and I don't see the Duo Mobile app in my App Store. What should I do?

You must purchase a Duo display token from the WVU Barnes & Noble Bookstore.

Will the Duo app work if I don't have cellular coverage or Wi-Fi access?

Yes. Just open the app and tap the drop-down arrow next to your account to generate and enter a passcode. At that point, your phone will be functioning like a Duo token.

Will I be prompted to authenticate with Duo in testing or computer labs?

Yes. Two-factor is required in all computer labs, classrooms with computer equipment, and multi-purpose classrooms used as testing labs. After reviewing all the potential implications for teaching and learning, the Office of the Provost decided that no location will be exempted from this important security initiative. No group of employees will be exempted, either.

I use a shared email account. Will I have to use Duo to access it? 

No. Shared email addresses, also called resource accounts, CANNOT be used for two-factor authentication. Two-factor relies on the identity of the individual to prove who he or she is. Resource accounts by nature are not tied to an individual.

If you are using a shared account to access a system that requires WVU Login credentials, you will have to change your practice and log in as an individual user. This is best practice from a security standpoint as well.

Will Duo work outside of the U.S.?

Yes, but if you’re going abroad, we recommend bringing a Duo display token or 10 single-use backup passcodes.

I forgot my device and can't authenticate to get into WVU systems. What should I do?

If you forgot your mobile device or Duo display token and don’t have a backup method, you’ll have to call the Service Desk at 304-293-4444 to get help. To avoid this, add another device to your Duo account, or print 10 single-use backup codes.

Will I be required to use Duo after I graduate or retire?

Students will be required to use Duo until their student role in STAR ends, which can be up to 100 days after the end of the last semester attended.

Retirees who are not Emeritus or otherwise working for WVU are exempt and will not need two-factor to check email.