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Retirement of the Duo Callback Option

Learn about the removal of the phone callback option from Duo account authentication, why it is happening, and when.

As announced in in an October 17 campus notice, UC San Diego has recently experienced an increase in phishing attacks that seek to exploit the phone callback option for two-step login (provided by Duo Security). 

To reduce the possibility of further incidentsthe callback option for Duo two-step login will be progressively retired between November 2022 and March 2023 for all UC San Diego students, academic employees, and staff, including UC San Diego Health personnel.

Please note that UC San Diego Health has already fully disabled the phone callback option for Health-specific applications. Read more about Health personnel using two-step login to access campus resources at twostep.ucsd.edu.  

Please read the following information so you’ll be prepared and can seamlessly access critical services like Canvas, My Tritonlink, Ecotime, UCPath and more. 

Duo Phone Callback Phased Retirement Schedule (Based on Six-Month History)

Phasing out Duo phone callbacks will be conducted on the following schedule, depending on whether or not you’ve received a Duo phone callback in the past six months:

  • Academic employees, staff and students who have not received a Duo phone callback in the past six months - November 8, 2022
  • New users (ie new academic employees, staff and students) - November 8
  • Academic employees and staff only who have received a Duo phone callback in the past six months
    • November 8 (last names A - B)
    • November 15 (last names C - G)

After November 15, Duo phone call back retirements will be paused until mid-January in order to avoid disruptions during the remaining weeks of instruction and finals week. Phone callback retirement dates for remaining faculty and staff and all students will be announced in coming weeks. Duo phone callbacks for all users will be retired by March 2023.   

Preparing for the Transition: Add Another Device for Two-Step Login

All users, and especially those who regularly use Duo phone callbacks, can prepare for the transition by reading the Knowledge Base Article (KBA) “Add Another Device for Two-Step Login” (KB0030104) at support.ucsd.edu

Duo Mobile App as Preferred Authentication Method - Works Even without Cell Reception or Wi-Fi

We recommend using the Duo mobile app to complete two-step login. It is compatible with devices running iOS 13.0 or greater or Android 8.0 or greater. Options on the app include:

  • Push notifications (preferred) - receive a pop-up message when you try to login; the Deny/Accept screen shows you the location of the attempted login, the time, and the user. 
  • Passcodes - generate a secure, six-digit passcode right from the app. This function works anytime, anyplace - cell reception or Wi-Fi not required. Read more in the KBA "Duo Two-Step Login with No Wireless or Cell Service."

Receiving a push notification on a personal or university-issued smartphone or tablet is the simplest and most secure way to use two-step login. Tomorrow (October 26, 2022), UC San Diego users with a compatible smartphone registered for Duo, but who are not currently receiving Duo push notifications, will receive an email inviting them to do so. Note: the email will be from no-reply@duosecurity.com

Reactivate Duo Push

If you recently got a new phone with the same number you have previously used with two-step login, follow reactivation process to receive push notifications on the new phone. 

Alternate Authentication Methods

Duo push notifications are available on . If you absolutely do not have a compatible device, please review information about hardware tokens in the KBA "Add Another Device for Two-Step Login" (scroll down about halfway). 

Exception Requests for Disability Purposes

Individuals who require the phone callback option when a disability prevents the use of another authentication mechanism are asked to email support@ucsd.edu. Please do not include any medical or disability-related information in the request.

Questions and Support

If you need further help or have specific questions about two-step login, please contact the Service Desk using one of the following methods:

Questions? Find step-by-step instructions in Duo's online guide, or if you still need help, contact servicedesk@ucsd.edu or call (858) 246-4357.