Duo Mobile works on modern Apple iOS and Google Android smartphones and tablets, supporting devices with iOS 16.0+ and Android 11.0+, plus many smartwatches, allowing for push notifications and passcodes for secure logins. While older phones (even flip phones) can still receive calls/SMS, the app itself requires recent operating systems for full features, with support ending for iOS 15 and older, and Android 10 and older.

Supported Devices & Platforms:

  • Android Devices:  Phones & Tablets (Android 11.0 or newer recommended).

  • Apple Devices:  iPhones & iPads (iOS 16.0 or newer recommended).

  • Wearables:  Many smartwatches, including Apple Watch and Wear OS devices, are compatible.


Key Version Requirements:

  • Android: Android 11.0 and later for the latest features and updates.

  • iOS: iOS 16.0 and later for the latest features and updates.


If your device is not listed, please contact the Solution Center at 1-877-327-2771


Authenticating with a Supported Device:
Device Duo Push (recommended) Passcode
Smartphone ✔ ✔
Wearables ✔
Methods of Authentication:
DUO offers two different methods of authentication:

Push is used when Duo's mobile application sends a push notification to your smartphone. Just tap “Approve” to authenticate.

Passcode (softtoken) from Duo’s mobile application it provides a 6digit unique code to authenticate.

Applications used with DUO:
Citrix (MyConcentra/CHS Apps)
Duo Push
  1. Log into MyConcentra/CHS portal as you normally would.
  2. Select "Send Me a Push", a request will be sent to the smartphone/tablet you have enrolled.
  3. Unlock your device, tap the notification, this will open the DUO application.
  4. Select "Approve"

Duo Passcode (soft token)
  1. Log into MyConcentra/CHS portal as you normally would.
  2. Select the “Enter a Passcode” option.
  3. Open the DUO application on your device, and click the key icon.
  4. On the MyConcentra/CHS page enter the unique 6-digit code displayed in the DUO application, and select “Log in”.
**NOTE: A new 6-digit code will be generated each Log in session**


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Outlook Web App (OWA)
Duo Push
  1. Log into OWA portal as you normally would.
  2. Select “Send Me a Push”, a request will be sent to the smartphone/tablet you have enrolled.
  3. Unlock your device, tap the notification, this will open the DUO application.
  4. Select "Approve".

Duo Passcode (soft token)
  1. Log into OWA portal as you normally would.
  2. Select the “Enter a Passcode” option.
  3. Open the DUO application on your device, and click the key icon.
  4. On the OWA page enter the unique 6-digit code displayed in the DUO application, and select “Log in”.
**NOTE: A new 6-digit code will be generated each Log in session**


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GlobalProtect (VPN)
Duo Push
  1. From the GlobalProtect window, click “Connect”.
  2. Enter your username and password into the box and select "OK".
  3. In the box labeled “Answer” select the number that corresponds with Duo Push option, then click “Continue”.
  4. Unlock your device, tap the notification, this will open the DUO application.
  5. Select "Approve".

Duo Passcode (soft token)
  1. From the GlobalProtect window, click “Connect”.
  2. Enter your username and password into the box and select "OK".
  3. Open the DUO application on your device, and click the key icon.
  4. In the GlobalProtect box labeled “Answer” enter the unique 6-digit code.
  5. Select "Continue".
**NOTE: A new 6-digit code will be generated each time you open the Duo app**


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Why have I stopped receiving push notifications on Duo Mobile?
There are several reasons you may not be receiving push notifications, please try the following troubleshooting steps.
  1. Check network connectivity on your enrolled device.
  2. Have the Duo application open when authenticating.
  3. Refresh the application, when attempting to authenticate:
    • With the Duo application open, hold and drag the top of the application downwards. This will refresh the page and display any pending notifications.
  4. Try using a different method of authentication. For example, try the passcode option.

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What if I am in a place with no Wi-Fi or cell service (e.g. on an airplane) ?
If you are in an area with no Wi-Fi or cell service, you can still authenticate using Duo's Passcode option. For directions on using the Passcode option, please select the "Documentation" bubble above.

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Will I have to use Duo every time I log into a computer?
No. You will only be prompted to authenticate using Duo when accessing the following applications externally:
  • GlobalProtect VPN client
  • OWA - mail.concentra.com
  • CHSApps - chsapplications.concentra.com

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My Duo account seems to be locked, what should I do?

Users are locked out when there are 5 consecutive failed login attempts. To get your account unlocked, please contact the help desk at 877-327-2771.


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How do I prevent my Duo account from being locked?
Users are locked out when there are 5 consecutive failed login attempts.
  • Make sure the Duo Mobile application is open: A user lockout sometimes happens when the Duo Mobile application sends multiple attempts to authenticate that are not responded to. To reduce the number of unanswered push notifications, try opening the Duo application prior to sending the push request.
  • Authenticate to an enrolled and available device: Persistent attempts to authenticate to an inactive or incorrect device can cause a lockout. If you did not complete the enrollment process, multiple attempts to authenticate with Duo will cause a lockout.

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What if my device is damaged?
**If you have enrolled a secondary device follow the steps below:
  1. Select the "Self-Service" icon above.
  2. Log in:
    1. Internally: users can login using their network credentials.
** If you did not enroll a backup device, please contact the help desk at 877-327-2771.

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What if I lost my device?
**If you have enrolled a secondary device follow the steps below:
  1. Select the "Self-Service" icon above.
  2. Log in:
    1. Internally: users can login using their network credentials.
**Please contact the help desk at 877-327-2771 to deactivate your lost device.

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I am getting a new phone, but keeping the same number. What do I do?
  1. Select the "Self-Service" icon above.
  2. Log in:
    1. Internally: users can login using their network credentials.
  3. Once logged in select your old device, click "Actions" and choose the "Remove device" option.
  4. Then select "Add Device", enter the appropriate information into the Device Name and Phone number box then click "Next".
    **NOTE: Please make sure to select the correct type of device**
  5. Duo will push a notification to your phone.
    1. If enrolling a smartphone, please download the Duo Mobile application from your app store. Open the Duo application and select the key+ icon in the top right corner. The Duo application will then open the camera on your device and you will need to take a picture of the QR code. Then select "Finish".

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I am getting a new phone, and changing my number. What do I do?
Please contact the help desk at 877-327-2771 immediately so that we can deactivate that phone.

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What should I do if I receive an unexpected Duo login alert?
If you receive a notification from Duo to authenticate that you did not initiate, Deny the request and contact the help desk at 877-327-2771.

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Does Duo see my password?
No. Your account password is verified with our internal systems, and it is never sent to Duo. Duo provides only the second factor, using your enrolled device to verifiy it is actually you logging into the system.

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How much does it cost to download the Duo application?
The Duo mobile application is free to install on mobile devices and tablets.

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How much data does a Duo Mobile push request use?
Duo push uses a minimal amount of data - less than 2KB per authentication. For example, you would only consume 1 megabyte (MB) of data if you were to authenticate 500 times in a given month.
For more information, you can visit: https://help.duo.com/s/article/1005

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Environment: STG