---
title: "MFA (Duo Mobile) Common Issues & Troubleshooting"
canonical: "https://tech.calpoly.edu/space/CPKB/2248736814/MFA%20(Duo%20Mobile)%20Common%20Issues%20%26%20Troubleshooting"
format: markdown
---
Cal Poly Service Desk staff sometimes encounter common issues and will share MFA (Duo) troubleshooting information in this section.

> ⚠️ <span style="color: #bf2600">**IMPORTANT:**</span>** **
> ⚠️ 
> ⚠️ - <span style="color: #bf2600">**DO NOT CHOOSE FACE/TOUCH ID when you first enroll a device.**</span>
> ⚠️ - <span style="color: #006644">**Choose**</span><span style="color: #006644"> </span><span style="color: #006644">**Duo Mobile (Push)**</span> as the primary form of authentication.
> ⚠️ 
> ⚠️ **What if I already chose Face/Touch ID initially?**  
> ⚠️ If you’ve already set up Face/Touch ID as your first form of authentication, here’s how you can change that: 
> ⚠️ 
> ⚠️ - Log in to **My Cal Poly Portal **using the device that you set up with Face/Touch ID.
> ⚠️ - Click the **Personal Info** tab.
> ⚠️ - Under the **Authorized Devices** tab, click **Multi-factor Authentication**.
> ⚠️ - Click **Edit** to add a new device**. **See the following Knowledge Base article for more details – [Add a New Mobile Phone to My Duo Account](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/3571853).

## Need a bypass code?

<details>
<summary>Click HERE to learn how to get a bypass code…</summary>

![Bypass Code.jpg](media://aa63e9a7-a3e9-460b-bd7e-45e4b8b63c33)

1. Use the device that has Face/Touch ID.
2. Enable popups in Safari by going to **System Settings -> Safari**, then turn off the toggle for Block Pop-ups.
3. Log into the [My Cal Poly Portal](http://myportal.calpoly.edu/)** **then navigate to** Personal Info -> Authorized Devices -> Multi-factor Authentication -> Edit -> Add a Device. **Need help?** **See how to [Add a New Mobile Phone to My Duo Account](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/3571853).
4. If you see a **blank screen** and do not see the option to add a device, ensure that **popups are enabled** in your browser.

> ✅ **TIPS:**
> ✅ 
> ✅ - **[Allow Popups for Apple Devices](https://support.apple.com/en-us/102524)** and watch for them during setup.
> ✅ - Choose **Duo Mobile** as your first device
> ✅ - Add Face/Touch ID as an alternative option.
</details>


> ℹ️ If you need further assistance please contact the [Cal Poly Service Desk.](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/909246477)

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