Unable to Verify Identity for Azure Login – Error 399287

Question

Unable to Verify Identity for Azure Login – Error 399287

Nam DV 145

Dear Microsoft Support Team,

I am experiencing an issue while trying to log in to my Azure account. Although I can successfully sign in to my Microsoft account, when attempting to access Azure, I am prompted to verify my identity. However, when I select phone 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:

• Service: Microsoft Azure

• Error Code: 399287

• Request Id: 63b063e0-6fae-4e05-b2da-8d138ea84e00

• Correlation Id: 049a6ca9-0616-43d7-bd5f-33b21bb576c6

• Timestamp: 2025-03-04T09:05:54Z

• 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.

<< Deleted the screenshot as it contains PII info >>

Best regards,

Nam DV

Anonymous

2025-03-05T16:16:13.9633333+00:00

@Nam DV Does the tenant have any additional global administrators? Could you please provide me the phone number's country code?
Anonymous

2025-03-06T16:13:21.9633333+00:00

Hello @Nam DV

Thank you for posting your query on Microsoft Q&A.

Issue: Unable to Verify Identity for Azure Login – Error 399287

Reason:
Error code 399287 multi-factor authentication method is blocked. user is blocked due to phone bad reputation.

As an immediate solution we advise to switch to the Microsoft Authenticator method.

Due to bad reputation and service limits SMS and phone call will not work, what Microsoft suggests is to use new methods to Authenticate and to not use legacy ones as they are not secured and due to which Microsoft performed Migration and hence phone call, SMS would be blocked.

When we preferred method to Authenticate is set to PhoneAppNotification which is why we are getting country code to authenticate and which works fine.

Phone app Notification via number matching works when disabled PER USER MFA because there should not be any conflict created due to per user MFA and Conditional Access Policy when both the options will be enabled.

Microsoft Entra PhoneReputation is an internal service that tracks the usage and reputation of phone numbers as they are used across various Microsoft services. The PhoneReputation service is integrated with Azure MFA to provide a near-real time determination if a phone number should be allowed to register/solve MFA.

Here is what we have documentation wise.

Understanding telephony fraud risk for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn

On the article that explains the Default MFA methods where azure tries to enforce the use of the authenticator app you have the below Protecting authentication methods in Microsoft Entra ID - Microsoft Entra ID | Microsoft Learn

This is the blog post mentioned above It's Time to Hang Up on Phone Transports for Authentication - Microsoft Community Hub where this is explained better the vulnerabilities of the phone system and why more secure methods should be used.

I hope this clarifies things. Please contact us if you have any additional questions.

If this answers your query, do click Accept Answer and Yes for "Was this answer helpful". And, if you have any further query do let us know.
Nam DV 145 Reputation points

2025-03-06T17:46:29.7933333+00:00

Dear Microsoft,

I would like to clarify that my phone number has not been involved in any malicious behavior. I only use it for login verification as a precautionary measure. When I added my phone number to my account, Microsoft Authenticator had not yet been released. Currently, I use both Microsoft Authenticator and the Azure App. When I log in using the Azure mobile app, I can log in normally without being prompted for additional verification.

However, the issue occurs when I attempt to log in on the web. When I try to log in using Microsoft Authenticator on the website, although I successfully log in, the system automatically redirects me to the phone number verification page and does not allow me to select any other verification method. While I can log in to other Microsoft services without issues, Azure on the web continues to require phone number verification and does not allow me to choose another verification method.

My phone number still receives verification messages from Microsoft normally, but it seems that Azure on the web has blocked the sending of verification messages to this phone number, preventing me from completing the verification. No matter which login method I select, the system always redirects me to the phone number verification page, and when I click on the phone number, it results in an error.

Phone number information:

• Country code: 86

• Origin: China

I hope Microsoft can review this issue and assist me in resolving it so I can continue using the Azure service normally on the web.

Thank you for your time and consideration.

Best regards,
Nam DV 145 Reputation points

2025-03-06T17:49:08.5566667+00:00

@Sakshi Devkante No, I do not have any additional global administrators. This is a personal account, and I am the only one using it.

Regarding the phone number, its country code is 86, and the number originates from China.
浩张 40 Reputation points

2025-03-10T06:08:05.7533333+00:00
To Microsoft Support Team,

I am writing in urgent need of resolution for this critical blocking issue affecting my Azure web access. As the sole administrator of this account, being unable to log into Azure via the web interface is severely impacting my ability to manage services and conduct research operations.

Based on error code 399287 ("Multi-factor authentication method is blocked"), I believe there's a configuration conflict between:

My registered phone number (country code 86, China) which still works for other Microsoft services

The Azure web portal's MFA enforcement policy that insists on blocking this verified phone number
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-03-13T13:32:33.7166667+00:00

Hello @浩张,

I would like to check this up offline with you to troubleshoot the scenario. Please send me an email.

Here my contact details:

Please send me an email over private message.

We can connect offline and discuss further on this.
Givary-MSFT 35,776 Reputation points Microsoft Employee Moderator

2025-03-17T04:23:17.1233333+00:00

@Nam DV Apologies for the delayed response, I see you have created this case # 2503090030000475. Currently it is in review with our engineering team and will keep you posted about the progress.
Toan Nguyen 55 Reputation points

2025-04-11T06:20:54.9433333+00:00

Dear Microsoft Support Team,

I encountered similar issue. My tenant can not authenticate with SMS and show the error in bellow.

My phone number is normal authentication with other tenant.

My tenant ID: XXXXXXXXX

Please help me to resolve this issue because it is urgent
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-04-11T10:50:20.68+00:00

Hello @Toan Nguyen,

I see you created a new Q&A post on this, and my colleague Harshitha Eligeti as already involved the PG team to unblock your phone number from the bad reputation error. Allow us one day to get this resolved and will keep you posted on new Q&A post.

https://learn.microsoft.com/en-us/answers/questions/2247018/issue-with-sms-authentication-(error-code-399287)
Cesar Orosco 0 Reputation points

2025-05-07T19:13:41.4866667+00:00

Hello @Raja Pothuraju I have the exact same problem with my login to Azure:

Unable to Verify Identity for Azure Login – Error 399287

Error details:

Error Code: 399287

Request Id: aef408be-d57f-48ab-ace1-2f2804442300

Correlation Id: 6a941e1f-de07-4e4a-8062-6f814c7a08fa

Timestamp: 2025-04-26T02:29:08Z

I also tried to unblock from Microsoft Entra Id site as described here without success:

https://techcommunity.microsoft.com/discussions/microsoft-entra/unblock-mfa/408018/replies/409455

How can I unblock MFA for my account. Can you help me.
Jon Templin 186 Reputation points

2025-07-29T15:40:44.2366667+00:00

I have this same issue now. I rarely need to log into my Entra ID--I log in every two years to generate a new application key for a Store API app that pulls app sale data. So it's been a long time since my last login. This week, I tried to log in, I could log into Partner Center with my Microsoft Account. But when I go to manage users and am asked to login with my Entra ID, I log in, and am prompted to verify. I select the Text option (and the number looks correct), and I get the message “Sorry, we’re having trouble verifying your account. Please try again.”

I've opened case 2507210040008554 but there hasn't been any movement and I can't even pull it up in partner center (the page shows an error accessing the information).

I'm in a Catch-22. I can't verify by Text, and I can't verify using the Authenticator app or entering a code--this Entra ID isn't in Authenticator, and when I try to add it to Authenticator, it wants me to use Authenticator to enter or select codes WHILE I'M AREADY IN AUTHENTICATOR. I'm stuck.

Please help.
Asif Hossain 10 Reputation points

2025-08-06T12:47:49.48+00:00

I have the same problem. And I created a case with MS Support. They are not responding
Case number : TrackingID#2507310030008920
Yun Ming 25 Reputation points

2025-08-15T10:51:38.1233333+00:00

Same here , case tracking id : TrackingID#2508150040000448
Erik Svensson 20 Reputation points

2025-08-15T18:21:18.1766667+00:00

Hi,

I'm experiencing this exact issue and it's a real catch 22 since it means I cannot login to disable/change the non working SMS mfa. The thing is the phone number that the SMS is not sent to is the correct one.

Error Code: 399287

Request Id: 884692e8-2fe8-4d0e-883d-516e28340100

Correlation Id: 088b4e6e-a686-46a5-b263-7c952937e4a9

Timestamp: 2025-08-15T18:20:13Z
Bui Tuan Anh 0 Reputation points

2025-08-20T06:46:24.7466667+00:00

Dear MS Team,

I have same here, All user in my tenant can't not receive sms to MFA. Hepl me please!
Case tracking is : 2508200060001711
Cristian Iordache 0 Reputation points

2025-08-29T17:42:25.0233333+00:00

Hello!

I have the same issue here.

Error Code: 399287

Request Id: c98e7d20-adf0-4463-8e1c-86cb91dea700

Correlation Id: e2a5c42d-4cb4-4483-9110-5c01f4f49e23

Timestamp: 2025-08-29T17:39:48Z

Can i please get some help?

Thank you!
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-08-29T17:47:28.2133333+00:00

Hello Cristian Iordache,

I recommend creating a new thread on the same Q&A forum with as many details about your issue as possible. This will ensure better visibility within the community.

Please create a new Q&A post at https://learn.microsoft.com/en-us/answers/questions/ask/ and select the Microsoft Security | Microsoft Entra | Microsoft Entra ID tag when submitting your question and tag me over new post.
Union Kft Grand 20 Reputation points

2025-08-30T06:35:11.08+00:00

Same issue:

Error Code: 399287

Anyone could solve this?
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-08-31T17:21:21.9766667+00:00

Hello Union Kft Grand,

I recommend creating a new thread on the same Q&A forum with as many details about your issue as possible. This will ensure better visibility within the community.

Please create a new Q&A post at https://learn.microsoft.com/en-us/answers/questions/ask/ and select the Microsoft Security | Microsoft Entra | Microsoft Entra ID tag when submitting your question and tag me over new post.
Frank Smits | FET Online 20 Reputation points

2025-08-31T19:13:45.5333333+00:00

Error Code: 399287

Request Id: fd846d0b-d1d8-49c0-b431-f89f5bd2d900

Correlation Id: 64547d02-b148-4257-8f04-bf65bba59c36

Timestamp: 2025-08-31T19:04:13Z

Can some one help me also?
Givary-MSFT 35,776 Reputation points Microsoft Employee Moderator

2025-09-01T03:28:28.93+00:00

Hi @Frank Smits | FET Online Would suggest opening a new thread on QnA, so that we can assist you further on the same.
Marcin Buczek-Palczyński 20 Reputation points

2025-09-03T11:17:33.8066667+00:00

The same issue. Please Help

Error Code: 399287

Request Id: 053465bc-5491-430a-ab0f-f3c058d40500

Correlation Id: 0261a570-0abf-4bd1-9fbf-515fb6cbe55c

Timestamp: 2025-09-03T11:12:45Z
Franz Kalchmair 0 Reputation points

2025-09-10T01:07:11.1533333+00:00

hi, i have the same issue with my business account. cannot login, connot add entry in authenticator. i am the admin. please assist.
Panagiotis Lakiotis 20 Reputation points

2025-09-11T06:42:52.0766667+00:00

Hello to all,

Same issue. Please help
Panagiotis Lakiotis 20 Reputation points

2025-09-11T06:53:24.1866667+00:00

Dear @Raja Pothuraju , @Givary-MSFT @Harshitha Eligeti can i have a solution for this?
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-09-11T07:59:20.86+00:00

Hello Panagiotis Lakiotis,

As mentioned above, I recommend creating a new thread on the same Q&A forum with as many details about your issue as possible. This will ensure better visibility within the community.

Please create a new Q&A post at https://learn.microsoft.com/en-us/answers/questions/ask/ and select the Microsoft Security | Microsoft Entra | Microsoft Entra ID tag when submitting your question and tag me over new post.
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-09-11T08:00:26.72+00:00

Hello Franz Kalchmair,

As mentioned above, I recommend creating a new thread on the same Q&A forum with as many details about your issue as possible. This will ensure better visibility within the community.

Please create a new Q&A post at https://learn.microsoft.com/en-us/answers/questions/ask/ and select the Microsoft Security | Microsoft Entra | Microsoft Entra ID tag when submitting your question and tag me over new post.
Cindy Zhang 45 Reputation points

2025-09-12T01:19:42.06+00:00

Hi, @Raja Pothuraju , I encountered the same issue with my colleague's account, but I could not post it on the Q&A forum because the content was deleted automatically several times, could you please help to unlock the phone number? Thank you very much!

Error Code: 399287

Request Id: df097935-893b-4306-a2e5-8fdd5adf1c01

Correlation Id: 4dc01133-9de7-4494-a27a-95533f8d520b

Timestamp: 2025-09-12T01:18:57Z
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-09-12T05:13:43.5433333+00:00

Hello Cindy Zhang,

Please raise a new Q&A post without any personal identifiable information and tag me over it.

On new post, I’ll initiate a private message there you can share the required details.
Ondřej Horký 0 Reputation points

2025-09-13T07:40:48.5733333+00:00

I have same problem with my business account (it is global admin account). I lost my old phone and my phonenumber doesnt work. Can you help me please?
Charlie Rojo 65 Reputation points

2025-09-13T08:48:36.0333333+00:00

Same issue with ticket number 2509091420002402. I wonder why this suddenly happens in a mass, and no support agent can really provide a general solution to it?

After days still no progress from the support side. Not being able to log into my 365 business account is really frustrating because all my business activities depend on the business email hosted on Microsoft 365. I'm losing my trust to Microsoft now!
Charlie Rojo 65 Reputation points

2025-09-13T08:48:58.5+00:00

Same issue with ticket number 2509091420002402. I wonder why this suddenly happens in a mass, and no support agent can really provide a general solution to it?

After days still no progress from the support side. Not being able to log into my 365 business account is really frustrating because all my business activities depend on the business email hosted on Microsoft 365. I'm losing my trust to Microsoft now!
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-09-15T10:41:47.6633333+00:00

Hello Charlie Rojo,

I can help you out if you can create a new thread on the same Q&A forum with as many details about your issue as possible. This will ensure better visibility within the community.

Please create a new Q&A post at https://learn.microsoft.com/en-us/answers/questions/ask/ and select the Microsoft Security | Microsoft Entra | Microsoft Entra ID tag when submitting your question and tag me over new post.
Charlie Rojo 65 Reputation points

2025-09-15T15:02:15.48+00:00

I can't ask a new question, because:

Is this a vicious circle?
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-09-15T18:11:23.1233333+00:00

Charlie Rojo - While raising the new post, don't include any personal Identifiable information in it. Paste only the error message and tag me on the new post.
Charlie Rojo 65 Reputation points

2025-09-15T18:56:47.15+00:00

I pasted only the error message but still I get the same error and can't post a new question... Very frustrating... Can you just come to my ticket 2509091420002402 and give it a push?

It's about Error Code: 399287 when verifying using SMS.
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-09-16T05:52:12.3566667+00:00

Charlie Rojo - I see on support ticket already a support engineer is working on it.

But if you want me look at it, I need to have a Q&A post to engage our engineering. Maybe you can try to login with a different user account and create a post.

The link that I shared belongs to en-us region. https://learn.microsoft.com/en-us/answers/questions/ask/. If your region is different, please change the URL with respect to your region and give a try.
Charlie Rojo 65 Reputation points

2025-09-16T14:20:50.69+00:00

I managed to create a new post: https://learn.microsoft.com/en-us/answers/questions/5556956/failed-to-verify-the-account-using-sms-with-error?comment=question&translated=false

Please help :)

Thanks a lot!
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-09-16T20:04:36.2+00:00

Charlie Rojo - Respond on your new post.
Ruben Dallibor 20 Reputation points

2025-10-03T09:38:15.1333333+00:00

I have encountered the same issue. Block post: https://learn.microsoft.com/en-us/answers/questions/5573986/error-code-399287-phone-number-blackliste. Thank you for helping!
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-10-03T12:04:06.5+00:00

Ruben Dallibor - Responded on your new Q&A post.

Answer accepted by question author

0 additional answers

Your answer

Anonymous

2025-03-05T16:16:13.9633333+00:00

@Nam DV Does the tenant have any additional global administrators? Could you please provide me the phone number's country code?
Nam DV 145 Reputation points

2025-03-06T17:46:29.7933333+00:00

Dear Microsoft,

I would like to clarify that my phone number has not been involved in any malicious behavior. I only use it for login verification as a precautionary measure. When I added my phone number to my account, Microsoft Authenticator had not yet been released. Currently, I use both Microsoft Authenticator and the Azure App. When I log in using the Azure mobile app, I can log in normally without being prompted for additional verification.

However, the issue occurs when I attempt to log in on the web. When I try to log in using Microsoft Authenticator on the website, although I successfully log in, the system automatically redirects me to the phone number verification page and does not allow me to select any other verification method. While I can log in to other Microsoft services without issues, Azure on the web continues to require phone number verification and does not allow me to choose another verification method.

My phone number still receives verification messages from Microsoft normally, but it seems that Azure on the web has blocked the sending of verification messages to this phone number, preventing me from completing the verification. No matter which login method I select, the system always redirects me to the phone number verification page, and when I click on the phone number, it results in an error.

Phone number information:

• Country code: 86

• Origin: China

I hope Microsoft can review this issue and assist me in resolving it so I can continue using the Azure service normally on the web.

Thank you for your time and consideration.

Best regards,
Nam DV 145 Reputation points

2025-03-06T17:49:08.5566667+00:00

@Sakshi Devkante No, I do not have any additional global administrators. This is a personal account, and I am the only one using it.

Regarding the phone number, its country code is 86, and the number originates from China.
浩张 40 Reputation points

2025-03-10T06:08:05.7533333+00:00

To Microsoft Support Team,

I am writing in urgent need of resolution for this critical blocking issue affecting my Azure web access. As the sole administrator of this account, being unable to log into Azure via the web interface is severely impacting my ability to manage services and conduct research operations.

Based on error code 399287 ("Multi-factor authentication method is blocked"), I believe there's a configuration conflict between:

My registered phone number (country code 86, China) which still works for other Microsoft services

The Azure web portal's MFA enforcement policy that insists on blocking this verified phone number
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-03-13T13:32:33.7166667+00:00

Hello @浩张,

I would like to check this up offline with you to troubleshoot the scenario. Please send me an email.

Here my contact details:

Please send me an email over private message.

We can connect offline and discuss further on this.
Givary-MSFT 35,776 Reputation points Microsoft Employee Moderator

2025-03-17T04:23:17.1233333+00:00

@Nam DV Apologies for the delayed response, I see you have created this case # 2503090030000475. Currently it is in review with our engineering team and will keep you posted about the progress.
Toan Nguyen 55 Reputation points

2025-04-11T06:20:54.9433333+00:00

Dear Microsoft Support Team,

I encountered similar issue. My tenant can not authenticate with SMS and show the error in bellow.

My phone number is normal authentication with other tenant.

My tenant ID: XXXXXXXXX

Please help me to resolve this issue because it is urgent
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-04-11T10:50:20.68+00:00

Hello @Toan Nguyen,

I see you created a new Q&A post on this, and my colleague Harshitha Eligeti as already involved the PG team to unblock your phone number from the bad reputation error. Allow us one day to get this resolved and will keep you posted on new Q&A post.

https://learn.microsoft.com/en-us/answers/questions/2247018/issue-with-sms-authentication-(error-code-399287)
Cesar Orosco 0 Reputation points

2025-05-07T19:13:41.4866667+00:00

Hello @Raja Pothuraju I have the exact same problem with my login to Azure:

Unable to Verify Identity for Azure Login – Error 399287

Error details:

Error Code: 399287

Request Id: aef408be-d57f-48ab-ace1-2f2804442300

Correlation Id: 6a941e1f-de07-4e4a-8062-6f814c7a08fa

Timestamp: 2025-04-26T02:29:08Z

I also tried to unblock from Microsoft Entra Id site as described here without success:

https://techcommunity.microsoft.com/discussions/microsoft-entra/unblock-mfa/408018/replies/409455

How can I unblock MFA for my account. Can you help me.
Jon Templin 186 Reputation points

2025-07-29T15:40:44.2366667+00:00

I have this same issue now. I rarely need to log into my Entra ID--I log in every two years to generate a new application key for a Store API app that pulls app sale data. So it's been a long time since my last login. This week, I tried to log in, I could log into Partner Center with my Microsoft Account. But when I go to manage users and am asked to login with my Entra ID, I log in, and am prompted to verify. I select the Text option (and the number looks correct), and I get the message “Sorry, we’re having trouble verifying your account. Please try again.”

I've opened case 2507210040008554 but there hasn't been any movement and I can't even pull it up in partner center (the page shows an error accessing the information).

I'm in a Catch-22. I can't verify by Text, and I can't verify using the Authenticator app or entering a code--this Entra ID isn't in Authenticator, and when I try to add it to Authenticator, it wants me to use Authenticator to enter or select codes WHILE I'M AREADY IN AUTHENTICATOR. I'm stuck.

Please help.
Asif Hossain 10 Reputation points

2025-08-06T12:47:49.48+00:00

I have the same problem. And I created a case with MS Support. They are not responding
Case number : TrackingID#2507310030008920
Yun Ming 25 Reputation points

2025-08-15T10:51:38.1233333+00:00

Same here , case tracking id : TrackingID#2508150040000448
Erik Svensson 20 Reputation points

2025-08-15T18:21:18.1766667+00:00

Hi,

I'm experiencing this exact issue and it's a real catch 22 since it means I cannot login to disable/change the non working SMS mfa. The thing is the phone number that the SMS is not sent to is the correct one.

Error Code: 399287

Request Id: 884692e8-2fe8-4d0e-883d-516e28340100

Correlation Id: 088b4e6e-a686-46a5-b263-7c952937e4a9

Timestamp: 2025-08-15T18:20:13Z
Bui Tuan Anh 0 Reputation points

2025-08-20T06:46:24.7466667+00:00

Dear MS Team,

I have same here, All user in my tenant can't not receive sms to MFA. Hepl me please!
Case tracking is : 2508200060001711
Cristian Iordache 0 Reputation points

2025-08-29T17:42:25.0233333+00:00

Hello!

I have the same issue here.

Error Code: 399287

Request Id: c98e7d20-adf0-4463-8e1c-86cb91dea700

Correlation Id: e2a5c42d-4cb4-4483-9110-5c01f4f49e23

Timestamp: 2025-08-29T17:39:48Z

Can i please get some help?

Thank you!
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-08-29T17:47:28.2133333+00:00

Hello Cristian Iordache,

I recommend creating a new thread on the same Q&A forum with as many details about your issue as possible. This will ensure better visibility within the community.

Please create a new Q&A post at https://learn.microsoft.com/en-us/answers/questions/ask/ and select the Microsoft Security | Microsoft Entra | Microsoft Entra ID tag when submitting your question and tag me over new post.
Union Kft Grand 20 Reputation points

2025-08-30T06:35:11.08+00:00

Same issue:

Error Code: 399287

Anyone could solve this?
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-08-31T17:21:21.9766667+00:00

Hello Union Kft Grand,

I recommend creating a new thread on the same Q&A forum with as many details about your issue as possible. This will ensure better visibility within the community.

Please create a new Q&A post at https://learn.microsoft.com/en-us/answers/questions/ask/ and select the Microsoft Security | Microsoft Entra | Microsoft Entra ID tag when submitting your question and tag me over new post.
Frank Smits | FET Online 20 Reputation points

2025-08-31T19:13:45.5333333+00:00

Error Code: 399287

Request Id: fd846d0b-d1d8-49c0-b431-f89f5bd2d900

Correlation Id: 64547d02-b148-4257-8f04-bf65bba59c36

Timestamp: 2025-08-31T19:04:13Z

Can some one help me also?
Givary-MSFT 35,776 Reputation points Microsoft Employee Moderator

2025-09-01T03:28:28.93+00:00

Hi @Frank Smits | FET Online Would suggest opening a new thread on QnA, so that we can assist you further on the same.
Marcin Buczek-Palczyński 20 Reputation points

2025-09-03T11:17:33.8066667+00:00

The same issue. Please Help

Error Code: 399287

Request Id: 053465bc-5491-430a-ab0f-f3c058d40500

Correlation Id: 0261a570-0abf-4bd1-9fbf-515fb6cbe55c

Timestamp: 2025-09-03T11:12:45Z
Franz Kalchmair 0 Reputation points

2025-09-10T01:07:11.1533333+00:00

hi, i have the same issue with my business account. cannot login, connot add entry in authenticator. i am the admin. please assist.
Panagiotis Lakiotis 20 Reputation points

2025-09-11T06:42:52.0766667+00:00

Hello to all,

Same issue. Please help
Panagiotis Lakiotis 20 Reputation points

2025-09-11T06:53:24.1866667+00:00

Dear @Raja Pothuraju , @Givary-MSFT @Harshitha Eligeti can i have a solution for this?
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-09-11T07:59:20.86+00:00

Hello Panagiotis Lakiotis,

As mentioned above, I recommend creating a new thread on the same Q&A forum with as many details about your issue as possible. This will ensure better visibility within the community.

Please create a new Q&A post at https://learn.microsoft.com/en-us/answers/questions/ask/ and select the Microsoft Security | Microsoft Entra | Microsoft Entra ID tag when submitting your question and tag me over new post.
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-09-11T08:00:26.72+00:00

Hello Franz Kalchmair,

As mentioned above, I recommend creating a new thread on the same Q&A forum with as many details about your issue as possible. This will ensure better visibility within the community.

Please create a new Q&A post at https://learn.microsoft.com/en-us/answers/questions/ask/ and select the Microsoft Security | Microsoft Entra | Microsoft Entra ID tag when submitting your question and tag me over new post.
Cindy Zhang 45 Reputation points

2025-09-12T01:19:42.06+00:00

Hi, @Raja Pothuraju , I encountered the same issue with my colleague's account, but I could not post it on the Q&A forum because the content was deleted automatically several times, could you please help to unlock the phone number? Thank you very much!

Error Code: 399287

Request Id: df097935-893b-4306-a2e5-8fdd5adf1c01

Correlation Id: 4dc01133-9de7-4494-a27a-95533f8d520b

Timestamp: 2025-09-12T01:18:57Z
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-09-12T05:13:43.5433333+00:00

Hello Cindy Zhang,

Please raise a new Q&A post without any personal identifiable information and tag me over it.

On new post, I’ll initiate a private message there you can share the required details.
Ondřej Horký 0 Reputation points

2025-09-13T07:40:48.5733333+00:00

I have same problem with my business account (it is global admin account). I lost my old phone and my phonenumber doesnt work. Can you help me please?
Charlie Rojo 65 Reputation points

2025-09-13T08:48:36.0333333+00:00

Same issue with ticket number 2509091420002402. I wonder why this suddenly happens in a mass, and no support agent can really provide a general solution to it?

After days still no progress from the support side. Not being able to log into my 365 business account is really frustrating because all my business activities depend on the business email hosted on Microsoft 365. I'm losing my trust to Microsoft now!
Charlie Rojo 65 Reputation points

2025-09-13T08:48:58.5+00:00

Same issue with ticket number 2509091420002402. I wonder why this suddenly happens in a mass, and no support agent can really provide a general solution to it?

After days still no progress from the support side. Not being able to log into my 365 business account is really frustrating because all my business activities depend on the business email hosted on Microsoft 365. I'm losing my trust to Microsoft now!
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-09-15T10:41:47.6633333+00:00

Hello Charlie Rojo,

I can help you out if you can create a new thread on the same Q&A forum with as many details about your issue as possible. This will ensure better visibility within the community.

Please create a new Q&A post at https://learn.microsoft.com/en-us/answers/questions/ask/ and select the Microsoft Security | Microsoft Entra | Microsoft Entra ID tag when submitting your question and tag me over new post.
Charlie Rojo 65 Reputation points

2025-09-15T15:02:15.48+00:00

I can't ask a new question, because:

Is this a vicious circle?
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-09-15T18:11:23.1233333+00:00

Charlie Rojo - While raising the new post, don't include any personal Identifiable information in it. Paste only the error message and tag me on the new post.
Charlie Rojo 65 Reputation points

2025-09-15T18:56:47.15+00:00

I pasted only the error message but still I get the same error and can't post a new question... Very frustrating... Can you just come to my ticket 2509091420002402 and give it a push?

It's about Error Code: 399287 when verifying using SMS.
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-09-16T05:52:12.3566667+00:00

Charlie Rojo - I see on support ticket already a support engineer is working on it.

But if you want me look at it, I need to have a Q&A post to engage our engineering. Maybe you can try to login with a different user account and create a post.

The link that I shared belongs to en-us region. https://learn.microsoft.com/en-us/answers/questions/ask/. If your region is different, please change the URL with respect to your region and give a try.
Charlie Rojo 65 Reputation points

2025-09-16T14:20:50.69+00:00

I managed to create a new post: https://learn.microsoft.com/en-us/answers/questions/5556956/failed-to-verify-the-account-using-sms-with-error?comment=question&translated=false

Please help :)

Thanks a lot!
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-09-16T20:04:36.2+00:00

Charlie Rojo - Respond on your new post.
Ruben Dallibor 20 Reputation points

2025-10-03T09:38:15.1333333+00:00

I have encountered the same issue. Block post: https://learn.microsoft.com/en-us/answers/questions/5573986/error-code-399287-phone-number-blackliste. Thank you for helping!
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-10-03T12:04:06.5+00:00

Ruben Dallibor - Responded on your new Q&A post.

Answer 1

Raja Pothuraju 45,955 Microsoft External Staff Moderator

Hello @Nam DV,

Thank you for sharing your details via email.

I have reached out to the engineering team to unblock MFA for your account. They have now unblocked it from the backend and removed the bad reputation on it. You should be able to log in to the Azure Portal without any issues.

Please try logging in and check if you can complete SMS authentication without any errors. Let me know if you encounter any issues.

I hope this information is helpful. Please feel free to reach out if you have any further questions.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Nam DV 145 Reputation points

2025-03-19T12:19:45.31+00:00

I had to create an additional account and access the Azure system to request support from the Azure support team. I provided the required data and error information, and they called to verify, sent an email, and reset the MFA. The phone number can now be used. The issue has been resolved.
Cesar Orosco 0 Reputation points

2025-04-26T03:18:56.33+00:00

Hello @Raja Pothuraju I have the exact same problem with my login to Azure:

Unable to Verify Identity for Azure Login – Error 399287

Error details:

Error Code: 399287

Request Id: aef408be-d57f-48ab-ace1-2f2804442300

Correlation Id: 6a941e1f-de07-4e4a-8062-6f814c7a08fa

Timestamp: 2025-04-26T02:29:08Z

I also tried to unblock from Microsoft Entra Id site as described here without success:

https://techcommunity.microsoft.com/discussions/microsoft-entra/unblock-mfa/408018/replies/409455

How can I unblock MFA for my account. Can you help me.
QD DanaSky 5 Reputation points

2025-06-05T12:25:21.5566667+00:00

Dear Raja,

I had the same issue.

I cannot access my work account (******@dana-sky.com).

I tried all available options to sign in and every attempt is asking to verify using phone number and then getting the following massage:

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

Error Code: 399287

Request Id: 361a04c3-1073-4083-9f17-a9e2c21a5e00

Correlation Id: f3a7cded-58d6-4f57-9ba0-7e87741e8779

Timestamp: 2025-06-05T12:09:31Z

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 and unblock MFA.

Thanks
Muhammad fajar 0 Reputation points

2025-07-03T07:30:52.1033333+00:00

Error Code: 399287

Request Id: 771fea54-b5da-4aa2-9a3e-fc523a70c700

Correlation Id: 242855aa-65ab-4382-b127-5353b18ad28b

Timestamp: 2025-07-03T07:30:11Z

help me mr.
Anonymous

2025-07-08T04:51:55.1166667+00:00

Hi Raja,

I am also getting this error for another email account:
Error Code: 399287

Request Id: 6353dc3f-462b-4be0-a43c-d4839bda4500

Correlation Id: 991ff97e-92c8-fb29-e8d9-13b53185170e

Timestamp: 2025-07-08T04:42:41Z

I have tried the troubleshooting steps mentioned but none of them works.

Please unblock my mobile too.

Thanks!
Shiv Rathore 20 Reputation points

2025-07-15T13:41:45.2633333+00:00

Hi Raja Pothuraju

I'm getting the same Issue you can check it by below link
https://learn.microsoft.com/en-us/answers/questions/4374281/unable-to-verify-identity-for-azure-login-error-39

I would really appreciate your help in resolving this issue whenever possible. Thank you in advance for your support.

Thanks
Shiv
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-07-23T20:21:41.7433333+00:00

QD DanaSky, Muhammad fajar, Craig - I recommend creating a new thread on the same Q&A forum with as many details about your issue as possible. This will ensure better visibility within the community.

Please create a new Q&A post at https://learn.microsoft.com/en-us/answers/questions/ask/ and select the Microsoft Security | Microsoft Entra | Microsoft Entra ID tag when submitting your question and tag me over new post.
Tamir BT 0 Reputation points

2025-07-28T15:44:25.1966667+00:00

Dear Raja,

I am also having this same issue.

In this scenario we are dealing with a single user tenant (single admin) so theres no way to troubleshoot it (and we have tried every possible way in the book).

Please unblock my mobile too.

Thanks!
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-07-28T16:22:41.95+00:00

Hello Taf BT,

As mentioned above, I recommend creating a new thread on the same Q&A forum with as many details about your issue as possible. This will ensure better visibility within the community.

Please create a new Q&A post at https://learn.microsoft.com/en-us/answers/questions/ask/ and select the Microsoft Security | Microsoft Entra | Microsoft Entra ID tag when submitting your question and tag me over new post.
rongfeng chen 0 Reputation points

2025-08-11T04:56:17.81+00:00

Dear Raja,

I had the same issue.

I cannot access my work account (******@SwePolice.onmicrosoft.com).

I tried all available options to sign in and every attempt is asking to verify using phone number and then getting the following massage:

“抱歉，我们在验证您的帐户时遇到问题。请重试。”

Error Code: 399287

Request Id: 00513801-be10-45be-b3e3-3df8d81a6b00

Correlation Id: 0e9abaa1-f0ce-5000-a23e-1bd3686c71c0

Timestamp: 2025-08-11T04:47:54Z

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 and unblock MFA.

Thanks
rongfeng chen 0 Reputation points

2025-08-11T05:19:54.59+00:00

Sorry to bother you, I am unable to initiate a new question and can only request assistance based on your answer. Please help solve it
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-08-11T17:52:59.89+00:00

rongfeng chen - You can create a new Q&A post using another account instead of the affected account. Please tag me on the new post once you created.
Christian Bette 0 Reputation points

2025-08-15T10:57:41.8366667+00:00

Error Code: 399287

Request Id: d5a19195-4250-4380-8a17-8243185f0000

Correlation Id: c9e92022-7d10-43dc-bf11-3d5000b21083

Timestamp: 2025-08-15T10:56:16Z
SGUB-Admin 5 Reputation points

2025-08-21T12:00:25.64+00:00

Hello @Raja Pothuraju ,

I got the same problem:

https://learn.microsoft.com/en-us/answers/questions/5530097/unable-to-verify-identity-for-azure-admin-login-vi

could you get my mobile number unblocked so that I can Login again?
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-08-21T15:24:28.0833333+00:00

Hi SGUB-Admin, I have posted a comment on new post which you created. Please check and share the required details over private message.
Yuril Adrian Manoppo 25 Reputation points

2025-09-25T08:24:37.59+00:00

Error Code: 399287

Request Id: 9974b08e-2ec1-4398-a354-36526b0e2601

Correlation Id: ab68f387-bc83-47bb-9d8b-0f8707b91d92

Timestamp: 2025-09-25T08:21:40Z

I need help to be removed too. It's for my admin access
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-09-25T09:09:17.4766667+00:00

Hello Yuril Adrian Manoppo,

As mentioned above, I recommend creating a new thread on the same Q&A forum with as many details about your issue as possible. This will ensure better visibility within the community.

Please create a new Q&A post at https://learn.microsoft.com/en-us/answers/questions/ask/ and select the Microsoft Security | Microsoft Entra | Microsoft Entra ID tag when submitting your question and tag me over new post.
Franco NG 25 Reputation points

2025-09-28T09:04:05.6633333+00:00

i have encountered the same issue

please help
Franco NG 25 Reputation points

2025-09-28T09:22:57.1233333+00:00

I have raised a question here. Please help

https://learn.microsoft.com/en-us/answers/questions/5568651/unable-to-verify-identity-for-azure-login-error-39
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-09-28T21:10:29.58+00:00

Hello Franco NG,

Responded on your new Q&A post. Please check and share the details.
Tran Vinh Trung 25 Reputation points

2025-10-01T16:00:36.1966667+00:00

I have the same problem here, please help me. Thank you

https://learn.microsoft.com/en-us/answers/questions/5572138/unable-to-verify-identity-for-azure-login-error-39
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-10-01T18:27:17.72+00:00

Hello Tran Vinh Trung,

Responded on your new Q&A post.
Bvine 0 Reputation points

2025-10-03T17:22:07.39+00:00

Hello,
Since I am trying to entrer on my account I experienced the folliwing problem very close to others customers.
Here is the message I received:
Error Code: 399287

Request Id: 786ee779-ad9e-4c99-bd44-2037a1107700

Correlation Id: 06fe34bc-2c3f-481f-9b2a-c8d2e7f1f511

Timestamp: 2025-10-03T17:08:18Z

country telephone code is 32, and the number originates from Belgium.

Could you please reach out to the engineering team to unblock MFA for my account and removed the bad reputation on it?
Kind regards
Deleted

This comment has been deleted due to a violation of our Code of Conduct. The comment was manually reported or identified through automated detection before action was taken. Please refer to our Code of Conduct for more information.
Petr Bláha 20 Reputation points

2025-10-16T09:29:15.0166667+00:00

Hi @Raja Pothuraju , I have the same issue, can I ask you for help?
I've just created a new Q&A thread, here is the link:
https://learn.microsoft.com/en-us/answers/questions/5586671/i-recieve-error-code-399287-when-use-mfa-via-phone

Thank you!
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-10-16T11:40:59.2833333+00:00

Hello Petr Bláha,

I have responded on your Q&A post. Please check and share the required details.
Deleted

This comment has been deleted due to a violation of our Code of Conduct. The comment was manually reported or identified through automated detection before action was taken. Please refer to our Code of Conduct for more information.
Smp Frans 0 Reputation points

2025-10-20T08:20:06.0433333+00:00

Hi raja

I am Also getting this error please help me ublock

Error Code: 399287

Request Id: 2732ffb1-8b46-4ca8-b2dc-95534a695f00

Correlation Id: c08d0889-bee9-41c0-a3b2-dd6e341400c4

Timestamp: 2025-10-20T06:00:26Z
Wildford Chiwana 0 Reputation points

2025-10-20T14:57:23.54+00:00

Hi Ogbebor, I have the same situation but unfortunately the admin account is the one who is locked by MFA. What can i do to recover ou change?
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-10-21T04:53:16.36+00:00

@Ahmad Alshantout @Smp Frans @Wildford Chiwana ,

As mentioned above, I recommend creating a new thread on the same Q&A forum with as many details about your issue as possible. This will ensure better visibility within the community.

Please create a new Q&A post at https://learn.microsoft.com/en-us/answers/questions/ask/ and select the Microsoft Security | Microsoft Entra | Microsoft Entra ID tag when submitting your question and tag me over new post.
Bendik 0 Reputation points

2025-10-22T15:28:03.2033333+00:00

Hi Raja!

My father is the only administrator in his company. He is trying to login to his account but cant get a code to his phone but he gets the same error code with this..:

Error Code: 399287

Request Id: d46f0c2c-2edb-4bd6-b754-a11a15930900

Correlation Id: 1ea443f5-fb5b-4f7b-9090-8323ccbb7c08

Timestamp: 2025-10-22T15:27:03Z
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-10-22T19:54:24.89+00:00

@Bendik, As mentioned above, I recommend creating a new thread on the same Q&A forum with as many details about your issue as possible. So that I can work on your issue on your post.

Please create a new Q&A post at https://learn.microsoft.com/en-us/answers/questions/ask/ and select the Microsoft Security | Microsoft Entra | Microsoft Entra ID tag when submitting your question and tag me over new post.
Maggie Wong 20 Reputation points

2025-11-26T05:22:13.27+00:00

Error Code: 399287

Request Id: f4e34aa2-1aaa-4a4c-bc8e-1d1bf8fb5600

Correlation Id: 0de76a3e-c8e5-4452-b9c7-1ac6d5903f1c

Timestamp: 2025-11-14T01:33:06Z

I have tried the troubleshooting steps mentioned but none of them works.

Please unblock my mobile too.

Thanks!
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-11-26T06:54:07.58+00:00

@Maggie Wong, Responded on your post. Please check and share the required details over Private message.

https://learn.microsoft.com/zh-tw/answers/questions/5621646/authenticator
So Wilson 0 Reputation points

2025-12-10T14:58:39.85+00:00

Hi Raja,

I can't Lgoin ******@futai88.onmicrosoft.com account. Can't use my phone to vertify.
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-12-11T06:48:30.9233333+00:00

Hello @So Wilson,

As mentioned above, I recommend creating a new thread on the same Q&A forum with as many details about your issue as possible. This will ensure better visibility within the community.

Please create a new Q&A post at https://learn.microsoft.com/en-us/answers/questions/ask/ and select the Microsoft Security | Microsoft Entra | Microsoft Entra ID tag when submitting your question and tag me over new post.
Geri Laub 20 Reputation points

2025-12-11T14:33:49.0766667+00:00

Hi,

Could you please advise here as well?
https://learn.microsoft.com/en-us/answers/questions/5656887/unable-to-verify-identity-for-azure-login-error-39
IT Kaz 40 Reputation points

2025-12-18T04:48:42.2866667+00:00

Hi @Raja Pothuraju

I am also getting this error for another email account:

Error Code: 399287

Request Id: 1b337ea6-0488-4feb-b3d9-bf9092de2400

Correlation Id: 4bd45e50-d494-4fbc-bc17-eb803b4348f6

Timestamp: 2025-12-18T04:44:26Z

I have tried the troubleshooting steps mentioned but none of them works.

Please unblock my mobile too.

Thanks!
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2025-12-18T09:08:31.9366667+00:00

@IT Kaz, As mentioned above, I recommend creating a new thread on the same Q&A forum with as many details about your issue as possible. This will ensure better visibility within the community.

Please create a new Q&A post at https://learn.microsoft.com/en-us/answers/questions/ask/ and select the Microsoft Security | Microsoft Entra | Microsoft Entra ID tag when submitting your question and tag me over new post.
Ilkham Shakirov 0 Reputation points

2026-01-12T12:09:49.1633333+00:00

Hi Raja,

Seems that only you can help to unblock MFA for out account as well

Error Code: 399287

Request Id: 16015ba6-4705-4e7a-864c-71a6891d6900

Correlation Id: 3936e398-6af2-446d-823d-98366b7f6955

Timestamp: 2026-01-12T12:03:43Z

I will be appreciated if you can help me.
Alex — FSTKZ 25 Reputation points

2026-01-23T17:40:07.2766667+00:00

I caught the same error, what should I do?

m***@****t.kz

SMS +X XXXXXXXX45‎

Error Code: 399287

Request Id: 09993c56-d87a-47c1-9e64-2269fa430000

Correlation Id: 77d5d9c7-3053-49c4-b21a-9b5c016ed6f8

Timestamp: 2026-01-23T17:29:36Z
Raja Pothuraju 45,955 Reputation points Microsoft External Staff Moderator

2026-01-23T18:50:23.6433333+00:00

@Alex — FSTKZ, Your issue is addressed on your Q&A post.

https://learn.microsoft.com/en-us/answers/questions/5736297/error-code-399287-when-logging-into-the-partner-po
Peter Huesken 0 Reputation points

2026-01-29T11:02:23.95+00:00

Best Raja,

I am also getting this error for another email account:

Error Code: 399287

Request Id: aca33781-f02f-466d-919f-3319927a2a00

Correlation Id: 249a9dc1-f340-438c-98dc-c6ce34dbc954

Timestamp: 2026-01-29T10:56:55Z

I have tried the troubleshooting steps mentioned but none of them works.

Please unblock my mobile too.

Thanks!
Marios Chaidousis 0 Reputation points

2026-02-09T15:34:13.73+00:00

Hi, i need to unblock MFA same for me, the ******@keyforrest.onmicrosoft.com, i cant login and due Error Code: 399287 so i cant change anything, im logout for good.

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Unable to Verify Identity for Azure Login – Error 399287

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