Knowledge Base Help Center
Why might some authentication methods not appear as an option in the Duo Prompt?
ISSUE
While logging in to an application, the Duo Prompt does not display all possible authentication methods.
RESOLUTION
- Ensure that your authentication methods policy does not restrict the method you want to use.
- Ensure that your operating systems policy is not restricting the authentication device. This policy can restrict specific device types (e.g. uncheck “Allow Android devices” to prevent any Android device from being used for authentication) and it can restrict specific OS versions on the device.
- If the issue is occurring for a single user, ensure that their user account has the authentication device necessary to perform the missing authentication method. For instance, if a user fails to see Duo Push as an authentication method, ensure that the user has a capable mobile device attached, and that Duo Mobile is activated.
- If you do not see the Call Me option for a user with a valid phone number, calling their phone number may exceed your max telephony credits per action limit.
CAUSE
This could occur due to a policy that restricts authentication methods or a policy that restricts the iOS and Android operating systems running on your authentication device.
ADDITIONAL INFORMATION
