This customer note is intended to be used in response to a user emailing us about a new phone they need to activate "I
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This is the situation where you'd need to use your Boilerkey Self-Recovery Tool. Do you know if you've already enabled your Boilerkey Self-Recovery Tool? If you have, I'm going to include some directions below. If you haven't, we'll need you to call into the 24/7 call center at (765) 494-4000 If you've already enabled your Boilerkey Self-Recovery Tool: You'll want to make sure to remove any broken Boilerkey credentials that may have been transferred to your new device. Open Duo Mobile on your new device, if you see "Purdue University" listed anywhere with "reconnect" just remove it, it's broken and will just muddle up the rest of the process. iPhones : TapTap 'Edit' in top left corner, or the 3 dots in the upper right of the key, and then the red icondelete option to remove the key/account from this device On a computer, you'll want to head to the Boilerkey homepage, www.purdue.edu/boilerkey , click the "Self-Recovery" button in the lower middle. You should be able to log in using the Boilerkey Self-Recovery Tool by following the prompts on-screen. IF you are told to contact ITaP, then your Self-Recovery Tool hasn't been set up yet, please call the 24/7 ITaP service desk, (765) 494-4000. Once you're on the Boilerkey homepage, next to the green square, click "Replace your Duo Mobile BoilerKey" to begin activation of your new device. Select your previous device and click "Replace" Step one will ask you to download and install the Duo Mobile app (Click continue if you already have it installed) When the page confirms the completion of setup, your device setup is complete. If you HAVEN'T already enabled your Boilerkey Self-Recovery Tool on the Boilerkey home page: The ITaP Customer Service Center is not immediately reachable 24/7/365, so to maintain your ability to log in, you should register for Boilerkey Self-Recovery. To register for Boilerkey Self-Recovery once you're able to log in again visit https://www.purdue.edu/apps/account/flows/BoilerKey and select "Enable BoilerKey Self-Recovery via text messaging (e.g., you have a new phone, you need a new physical token)" on this page and confirm you cellphone number via text. Please listen to the recorded message and press the appropriate number based on your circumstances. Leaving a voicemail will not move your issue towards resolution, please stay on the line to speak with an associate. Thank you, <<NAME>> ITaP Customer Service Center For Tech Support: |