This article provides possible causes and solutions if you do not receive a code when you choose to authenticate via text message.  

An SMS Text

Problems receiving text passcodes from Duo could be due to one of the following factors: 


Weak Cellular Connection

Make sure that your cell phone connection is strong. If your cellular connection is weak, please find a place where you have a better connection. If you are using a smartphone, you may be able to improve your cellular data connection by turning Airplane Mode on and off. This will reset the connection and then you will be able to receive the authentication text.
 

Problem with Your Device

If your phone connection is good, but you still don’t receive a text, there might be a problem with your device.  
  1. Access your Duo account online.

  2. Go to My Settings & Devices.

  3. Verify that the phone number that you entered is the correct one.

  4. In addition, underneath the list of your devices, check for the Default Device and make sure that the correct device is listed as your default.


Phone Call 

This article is meant to help you troubleshoot problems with authenticating via phone call. If you are trying to access your BYU-Idaho account via phone call, but you never get the call, you can try the following solutions. 


Check Your Phone Connection

If you have chosen a mobile phone, then make sure that the phone network connection is strong. You need to have connection in order to receive the call. If you are using a landline, please make sure that your phone is connected as well.   


Check Your Default Settings

If your phone connection is good, but you still don’t receive a phone call:  

  1. Access your Duo account online.

  2. Go to My Settings & Devices.

  3. Verify that the phone number that you entered is the correct one.

  4. In addition, underneath the devices you have entered, check the Default Device and make sure that you've selected the correct device as your default.