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Help If Locked Out of Two-Step Login

Learn what to do if your device isn't available or you find yourself locked out.

Common Issues and Solutions

Issue Solution
I can't access systems or the VPN with two-step login because I forgot my device or it's otherwise unavailable.  Contact Service Desk by phone or visit the walk-up desk at AP&M to receive a bypass code. To receive a bypass code you must call or visit in person and will be required to verify your identity. 
I'm locked out because of too many failed two-step login attempts. 

Your account auto-unlocks after 10 minutes. For immediate access, use any method to contact the Service Desk.

A lockout occurs after 10 consecutive failed login attempts. Common lockout causes are attempts that are ignored, actively denied, or incorrectly entered; or if Duo is attempting to send a push notification to a phone with no app installed.


How to Contact the Service Desk for Two-Step Login Help

  • Submit a ticket online at
  • Email
  • Call 858-246-4357 (7 a.m. - 7 p.m. Monday - Friday. For after hours service, choose option #3 on the phone greeting)
  • Visit walk up desk at AP&M building, room 1313 (8 a.m. - 4:30 p.m. Monday - Friday) 

After Hours Help 

For assistance outside normal business hours, call the Service Desk at 858-246-4357, then choose option #3, which specifically references issues with two-step login.  

For assistance, contact or 858-246-4357.