Unable to Verify Identity for Teams Login – Error code 399287

Question

Dears Microsoft,
I am experiencing an issue while trying to log in to my MS Teams account. I accidentally delete the OTP profile on my Microsoft authenticator and can't find a way to login back to the account.
When i attempting to access Teams, I am prompted to verify my identity. However, when I select phone numbers verification, I receive the following error message:

“Sorry, we’re having trouble verifying your account. Please try again.”

This issue started recently, but I was able to log in without any problems in January and February. My Azure account still has active subscriptions, and I need access to manage my services.

Error Details:

Error Code: 399287

Request Id: 8afe2e68-3a02-4d5a-81a1-8cfb29080400

Correlation Id: 2f07827d-b671-48b7-91fe-add5a237f0bd

Timestamp: 2025-03-31T11:14:06Z

• Verification Method Attempted: Phone number I have already tried alternative login methods and password reset options but have been unable to complete the identity verification process. I would appreciate your assistance in resolving this issue as soon as possible. Please let me know if any additional information is required.

Thank you for your support.

Best regards,

AnhCT

Answer 1

Hi @anhct

According to your case description, you accidentally deleted the profile on Microsoft Authenticator, which resulted in the inability to log in to the account.

Could you please tell me if you can log in to Microsoft's security-info page to reset your MFA or add a new authentication method. And are you the only administrator in the tenant.

If you can log in to the security-info page, please use the security-info page to reset the verification method. See Reset your work or school password using security info.

If the organization still has other administrators, you can ask them to log in to the Entra Admin Center to reset or remove your verification method.

If you are the only administrator of the organization, in this case, you need to submit an account recovery form request or directly contact the phone support for help.

1. Read all the details on Help with the Microsoft account recovery form.
2. Submit your request via the account recovery form. Recover account

Phone support

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