Matching Duo and SSPR Upon Phone Number Change

If an active faculty, staff, or student's phone number changes in Duo, Service Desk staff can also update it for end users in Self-Service Password Reset (SSPR) settings under Authentication Methods as well in Azure Active Directory (AAD), as both systems often rely on your phone number for verification during password resets or multi-factor authentication. 

While Duo and SSPR are often connected to the same user account, they are technically separate systems, so updating one does not automatically update the other. End users can also do this themselves using the following steps:

• Access point: Go to https://myaccount.microsoft.com/security-info
• Section to update: Navigate to "Security info"
• Action: From there, you can add, edit, or delete your phone number used for SSPR

If a phone number is not consistent across both systems then verification when prompted will be unsuccessful.