Set Up Duo Multifactor Authentication (MFA)

🔒 Set Up Duo Multifactor Authentication (MFA)
Add the second sign-in step that protects your NEO account even if someone learns your password.
✅ Before You Begin
  • You need an active NEO A&M College account — your GoldKey username and password
  • You need a smartphone or tablet to receive the approval prompt
  • An internet connection is required on both the computer and the phone
  • 🕐 Estimated time: 5–10 minutes

💡 What Duo Is and Why NEO Uses It 🕐 ~1 minute

Duo adds a second step when you sign in with your GoldKey. After you type your password, Duo sends a prompt to your phone and you approve it. Only then are you signed in.

This matters because passwords leak. Somebody who steals or guesses your password still cannot get into your account without also having your phone in their hand.

Duo is managed by Oklahoma State University, which operates the sign-in system NEO accounts use. That is why the enrollment pages below are on okstate.edu addresses — that is expected, not a phishing attempt.

📱 Set Up Duo for the First Time 🕐 ~5 minutes  |  Phone required
  1. On your phone, install the Duo Mobile app from the Apple App Store or Google Play. Do not open it yet.
  2. On your computer, go to Multi-Factor Authentication and follow the enrollment steps there. This is the authoritative, current set of screens.
  3. When prompted, choose Duo Mobile as your device type and enter the phone number of the device you installed the app on.
  4. Scan the on-screen QR code with the Duo Mobile app when it appears.
  5. Approve the test prompt on your phone to confirm enrollment worked.
⚠️ Note: Enrollment screens are maintained by OSU and change from time to time. If what you see does not match the wording above, follow what is on your screen — and let the Help Desk know so this article can be corrected.

🛠️ Add a Backup Device (Strongly Recommended) 🕐 ~3 minutes

The single most common way people get locked out is having exactly one Duo device and then losing it, breaking it, or replacing it. Adding a second device takes three minutes and prevents almost every lockout.

  1. Go to the Duo Device Portal and sign in with your GoldKey.
  2. Choose Add a device.
  3. Add a second phone or a tablet, and confirm a test prompt reaches it.
💡 Tip: Getting a new phone? Set Duo up on the new phone before you wipe or trade in the old one. See Moving Duo MFA to a New Phone in this knowledge base — it is much easier in that order.

🔧 Troubleshooting
Problem What to do
The prompt never arrives Check that the phone has internet. Open the Duo Mobile app and pull down to refresh — prompts sometimes sit unsent until the app is opened.
I got a prompt I did not ask for Deny it, then change your password immediately at neo.edu/password and call the Help Desk. An unexpected prompt can mean somebody has your password.
I lost my phone Call the Help Desk. Do not wait — you will be locked out of email and Canvas until it is sorted.
New phone, same number The app does not move with the number. See Moving Duo MFA to a New Phone.

📞 Still Need Help?
If you encounter any issues not covered in this guide, please contact the NEO A&M College IT Help Desk:

🌐 Helpdesk Portal: support.neo.edu
📞 Phone: (918) 540-6099
📧 Email: neosupport@neo.edu
📍 Walk-in: I.T. Services, Library/Administration Building, 2nd Floor, Room 216
🕐 Hours: Monday – Friday, 8:00 AM – 5:00 PM
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