Issue with SMS authentication (Error Code: 399287)

Toan Nguyen 25

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 4,380 Reputation points Microsoft External Staff 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 4,380 Reputation points Microsoft External Staff 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 25 Reputation points

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

Hello Harshitha Eligeti

My issue solved. Thanks you very much

Accepted answer

Harshitha Eligeti 4,380 Reputation points Microsoft External Staff 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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