Multi-Factor Authentication

What should I do if I get a Duo request to approve a login that I did not initiate?

1. Assume that someone is trying to illegally access your account:

2. Choose "Deny" in the Duo app to block the request, then

3. Immediately call the WCU IS&T Helpdesk at 610-436-3350.

Additional information is available in the following Knowledge Base article: What should I do if I receive a Duo login request that I did not Initiate


Stopping Hackers

Duo Security uses two-factor authentication to verify your identity to ensure that the person trying to access your account is indeed you. It is called two-factor authentication because it uses two forms of authentication to verify your identity: 1) something you KNOW and 2) something you HAVE.

First, when you visit a secured West Chester University application, you will provide something you KNOW - your West Chester University Username and password.

Secondly, you will use something you HAVE - a physical device such as a smartphone or tablet to verify your identity to complete the login. This approach protects your WCU account from fraudulent access and you are then granted secure access to that specific application.

Getting Started

Duo's self-enrollment process makes it easy to register your smartphone or tablet and install the application on your device. You will receive an enrollment invitation email from Duo ( containing a link to the self-service portal.

The WCU Enrollment Guide provides detailed instructions to assist you with enrollment. You may also refer to the Duo User Guide available in the sidebar menu of this website.


Duo Demo Video


 Frequently Asked Questions

What is two-factor authentication and why is West Chester University using it?

Passwords aren’t enough anymore and are becoming increasingly easy to compromise.  They can often be hacked, guessed or stolen--you might not even know who else has your password. Over the past few years, identity theft and phishing crimes have increased exponentially in higher education.
Two-factor (or multi-factor) authentication adds a second layer of security to your account to make sure that it stays safe, even if someone else knows your password, by using your phone or other device to verify your identity. You will be alerted right away (on your smartphone or tablet) if someone tries to log in using your password. This prevents anyone but you from accessing your accounts.
Once you have enrolled in Duo, you will be able to deny access to your accounts using your duo-enrolled devices if someone is trying to log in as you.

Which applications will be secured by Duo?

VPN Gateway, email and the suite of Microsoft Office 365 programs, D2L, RamECard and Zoom are some of the applications that will be secured by Duo Multi-Factor Authentication.

How do I get Duo?

Duo's self-enrollment process makes it easy to register your phone or tablet and install the application on your device. To begin the enrollment process, you will receive an enrollment email from "". This email will direct you to Duo Self- Enroll for device-specific installation instructions. Please also see the Duo Guide

How do I use Duo?

Once you enable two-factor authentication, you will be prompted to authenticate on your default device using the default method you set up. How you authenticate depends upon the device and method you chose for two-factor authentication
If you chose Duo Mobile push notifications, a push notification is sent to the device, and you can review the request and tap Approve to authenticate. Internet/cellular access is required.
If you chose a Duo Mobile passcode, launch the Duo app on your mobile device and click the key icon to see your current six-digit passcode. Enter the passcode on the two-factor authentication screen to authenticate. Because this method is time-based, you don’t need cellular service or internet access.

Remember My Device

The "Remember me for 60 days" feature makes Two-Step Verification more convenient. If you don't see the remember me checkbox or are having trouble using it, please refer to this Guide: Remember Me 60 Days .

What is the recommended two-factor authentication method?

If you have a smartphone or or tablet, we recommend Duo Push, as it is quick, easy-to-use, and secure. Watch an introduction to Duo Security and a demonstration of Duo Push.

Duo video screen capture

How much data does a Duo Push request use?

Duo Push authentication requests require 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.

What about the privacy of my smartphone activity?

In general, the Duo Mobile app cannot access things like your contacts, photos, text messages, and emails. Duo provides some very Detailed Documentation on what is required for the application to work. Some of the requirements are only needed during enrollment of your device and can be disabled once that part is completed. 

What if I do not have a smartphone?

If you do not have a smartphone or tablet (Apple or Android), there are some additional options making the use of text messages, office phone number or a hardware token (YubiKey). If you require one of these alternative options, please contact the Help Desk by opening a ServiceNow ticket.

Poor cell signal or no internet?

You can generate Duo Mobile passcodes in the Duo Mobile app even when your device is offline. You can generate Duo Mobile passcodes anywhere, even in places where that device doesn't have an internet connection or can't get cell service. Learn more about Duo Mobile for IOS and Android.

What if my smartphone is broken, lost or stolen?

If your smartphone is broken, lost or stolen, contact the Help Desk by opening a ServiceNow ticket immediately. A short-term bypass code can be provided.

What if I get a new mobile device?

If you get a new phone you will need to re-activate Duo Mobile. This can be done through our DUO Self-Service Portal.

What should I do if I get prompted to approve a login but I am not trying to log in?

Assume that someone is trying to illegally access your account:

First, choose “Deny” in the Duo app to block the request, then
Immediately call the WCU IS&T Helpdesk at 610-436-3350 and report the attempt!

photoDuo Deny

I am getting a message that I am locked out. What should I do?

Your account will lock when there are too many failed attempts to authenticate. The lockout should clear automatically in 15 minutes.

What is Duo Mobile?

Duo Mobile is a mobile application (app) that you install on your smartphone or tablet to generate passcodes for login or receive push notifications for easy, one-tap authentication on your mobile device. It works with Duo Security’s two-factor authentication (2FA) service to make your logins more secure.

Can I opt out of Duo?

No. Two-factor authentication adds a second layer of security to our online accounts. In an effort to keep your personal account information secure, we are requiring two-factor authentication on selected services.

What if I only have one device registered and it is not available to access my account?

We recommend that you have two devices registered with Duo in case one device is unavailable. In the event that you can't access your account due to your device(s) being unavailable, please contact the IS&T Help Desk at 610-436-3350 for a temporary bypass code to allow access to your accounts.

Can I use Duo traveling internationally?

You can use Duo while traveling internationally.  We recommend that anyone traveling internationally who needs to log in to WCU accounts use the Duo Mobile Passcode. You can use DUO Mobile Passcode to generate your authentication code without an internet or cellular connection. If you have a wifi Wireless Internet (Wifi) connection you should be able to receive a Duo push notification.
 If you believe the country you are visiting is considered to be high risk, please contact the Help Desk to verify and address any international travel concerns regarding your IT equipment.

Need Help?

For assistance with Duo, please call the IT Help Desk 610-436-3350. You may also open a ticket with ServiceNow.


Duo Enrollment Self-Paced Tutorial provides instructions on the initial setup/enrollment of a smart phone or tablet in West Chester University’s two-factor authentication platform – Duo Security..



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