Issue with SMS authentication (Error Code: 399287)

Toan Nguyen 55

Dear Microsoft Support Team,

I encountered an issue with SMS authentication. 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

Error Code: 399287

Request Id: 755743d0-7837-46d4-bcda-ff0b66cbca00

Correlation Id: 9b7dec1b-9ad9-4452-9a38-9ce119c8c1a2

Timestamp: 2025-04-11T06:07:08Z

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Harshitha Eligeti 4,420 Reputation points Moderator

2025-04-11T08:59:39.07+00:00

Hello @Toan Nguyen
I understand that you're encountering an issue while attempting to log in to your Azure account. Although you're able to sign in to your Microsoft account successfully, when trying to access Azure, you're prompted to verify your identity. However, when selecting phone verification, you receive the following error message:

“Sorry, we’re having trouble verifying your account. Please try again.” Error Code: 399287

You are facing this issue because your account has been blocked for MFA due to a bad reputation. To unblock MFA, we need to contact our engineering team to remove the bad reputation from your account.

I have sent you a private message—please check it and share the required information so we can proceed further.
Harshitha Eligeti 4,420 Reputation points Moderator

2025-04-11T12:05:22.8333333+00:00

Hello @Toan Nguyen
We've engaged with the engineering team to resolve your issue. I'll let you know as soon as I receive an update.
Toan Nguyen 55 Reputation points

2025-04-12T04:34:23.3066667+00:00

Hello Harshitha Eligeti

My issue solved. Thanks you very much
Monique van Lipzig 20 Reputation points

2025-07-11T20:08:40.7633333+00:00

Hello Harshitha Eligeti,

Can you please help me too. I ve got the same problem with my admin account. All other support options didn’t work out.
Monique van Lipzig 20 Reputation points

2025-07-11T20:16:36.8466667+00:00

@Harshitha Eligeti

Hello Harshitha Eligeti,

Can you please help me too. I ve got the same problem with my admin account. All other support options didn’t work out.

Thank you so much.

Monique
MATJAZ GERZELJ 0 Reputation points

2025-07-31T09:46:01.4833333+00:00

Hello Harshitha Eligeti!

Very similar problem as above:

I am trying to sign in to https://partner.microsoft.com/ as I usedt to do in thepast with SMS authentication an I am receiving the following:

I am NOT using Microsoft Configurator!

Can You help me?

Many thanks!

Regional Microsoft call support is of no use. :-(((

Matjaz from Slovenia
MATJAZ GERZELJ 0 Reputation points

2025-07-31T09:51:11.3933333+00:00

I am NOT using Microsoft Authenticator!
Nguyen Hai 25 Reputation points

2025-08-04T14:53:58.0766667+00:00

Hello @Harshitha Eligeti

I have the same problem as this topic. Can you help me to solve this problem?
Thank you in advance!
Vtop 0 Reputation points

2025-08-14T06:44:56.7033333+00:00

Hello Harshitha Eligeti,

I’m experiencing a very similar issue to the one mentioned above: I tried to sign up for an account, but I get the error shown in the picture.

Can you please help me too. You can PM me for more information.

Tnk you!
Couao Zotti Michel Landry 0 Reputation points

2025-08-21T17:44:38.9733333+00:00

Hello Microsoft,

I am the administrator of the Microsoft 365 account associated with my organization. We use this account as part of the Microsoft Nonprofits program.

I am currently unable to access the administrator account for the following reason:

The phone number used for two-factor authentication (2FA) is blocked, and I no longer have access to it.

Since this number is the only configured verification method, I cannot receive a security code.

I therefore request:

An administrator recovery procedure to be initiated.

Two-factor authentication to be reset so that I can regain access to the administrator account.

I am willing to provide all necessary supporting documents (legal documents from the NGO, proof of domain, personal identity, etc.) to confirm that I am the legitimate administrator of this account.

Please let me know how to resolve this situation as quickly as possible, as access to Microsoft 365 is essential to the operation of our organization.

Sincerely, Michel Zotti
Giulia Brunello 0 Reputation points

2025-08-22T17:32:56.72+00:00

Dear Harshitha Eligeti,

I have the same problem with my company account (I'm the global administrator). Can you help me?

Tks

Giulia
Admin omniclinics 25 Reputation points

2025-08-23T09:02:45.1533333+00:00

Dear Harshitha Eligeti,

I have the same problem with my company account (I'm the global administrator). Can you help me?

Thanks
Anna Rosa 0 Reputation points

2025-09-10T18:28:11.16+00:00

Hello, I have the same problem with the administrator account. Can you help me?Error Code: 399287

Request Id: 5f2bcdb1-cc99-4a6e-a379-b64466673b00

Correlation Id: c38ee9da-2047-45ff-b0ce-1b640bf76f10

Timestamp: 2025-09-10T18:22:47Z
Mark Rosenbrand 0 Reputation points

2025-12-06T08:32:10.4233333+00:00

Hi,

I'm having the exact same issue with 2 of my business Office365 accounts. I don't have access to my authenticator app as my phone died. I'm the single admin for both of these Office365 access, but the option to get a text message of call leads to the error message of this blog. How can I get support to resolve this?

Thanks!

With best regards, Mark
Da HoVan 0 Reputation points

2025-12-27T01:39:54.79+00:00

I'm having a similar issue; I just created a new O365 tenant, but the MFA SMS feature isn't working. You can message me privately for more details. Thanks

Answer accepted by question author

Harshitha Eligeti 4,420 Reputation points Moderator

2025-04-13T12:10:55.5666667+00:00

Hello @Toan Nguyen
Thank you for sharing your details via private message.

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 the azure portal and check whether you are able to login 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".
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2 people found this answer helpful.
Thu 20 Reputation points

2025-09-09T08:27:35.9266667+00:00

Dear Harshitha Eligeti,

I encountered the same problem. I've lost my old phone, so I'm unable to access the Authenticator App.

This is the only global admin account for my account.

My phone number is for normal authentication with other accounts.

My work account is: ******@philinhwedding.com

Please help me resolve this issue because it is urgent, as I received an email regarding a billing issue, and I need to fix it quickly.

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