Tech Guides (IT Governance)

I Didn’t Get an SMS Text or a Phone Call

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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, 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.   

A 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, 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.  

If you are still having trouble with Duo Mobile not sending you an SMS text or phone call, contact the I.T. Service Desk at (208) 496-1411 or through their Live Chat option.


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