Error Code: 500121

Question

Dear all,

Please help, i'm having a trouble after delete my phone number and MFA .

when i try to login, "Sorry, we're having trouble verifying your account. Please try again"

Error Code: 500121

Request Id: ffd712fe-f618-43f9-a889-d6ee74192f00

Correlation Id: 611034c0-111f-40f1-92ee-97c44b855261

Timestamp: 2021-03-16T08:23:50Z

Thank you,

Regards,

Irwan Erlangga

Answer 1

Hi Irwan_ERL,

From your description, your admin account has been turned on MFA, but you delete the MFA method manually, and at present, you could not login to Office service via your admin account and MFA, right? If so, it is recommended to contact another admin in your organization to help you turn off MFA or reset MFA, if there is no another admin in your organization, I will offer you further suggestion in private message.

Kind Regards,

Betty

Answer 2

Hi Irwan_ERL,

If you removed MFA for your account, you should be able to login your account with username and password, based on your scenario, I guess the problem might be caused by browser cache, I recommend you could try to clear browser cache, or change another browser to try again.

If problem still exists, it is recommended to contact admin to help you reset password in Admin center > Users > Active users > Select your account. If you still have concern, to better help you, please offer me more details about how you delete phone number and MFA, besides, offer me screenshot of the problematic page, thanks.

Kind Regards,

Betty

Answer 3

Dear Betty,

Thanks fo reply,

I tried clearing cache, tried using another browser and tried using another device, problem still exists.

I'm the admin, that's why I need help from the Microsoft support team.

I'm delete my phone number and microsoft authenticator from here. 

this is an example of using another account

Regards,

Irwan Erlangga