Dear ACCESS Community,

The telephony credits available in the ACCESS DUO account unexpectedly ran out the evening of November 13, 2025. Those  employing phone-call-based authentication for DUO have been getting denied by DUO as a result. We are working as quickly as possible to purchase additional credits to resolve this issue, but due to university purchasing policies there may be a delay before the credits become available.

We regret the inconvenience of this sudden suspension of phone-call-based DUO authentication and direct all affected members of the community to select one of the several alternative methods of DUO authentication described at https://guide.duo.com/.

More than 90% of ACCESS community members already employ Duo Push or a Platform Authenticator (e.g., passkey), and we strongly recommend that those currently configured for phone-call-based DUO authentication switch to one of these better methods.

If you need assistance to update your DUO authentication method, please open a ticket at https://support.access-ci.org/help-ticket and select "I need help logging into ACCESS website" as the ticket type.

We anticipate a surge in help desk tickets to help those affected, and we appreciate your patience as we work to help you as soon as we can.

Regards,
ACCESS Cybersecurity Team