two step verification error

Question

Hello dears,

on behalf of Ms. XXXXX xxxxx
Email : *****.******@***.***.edu.**
I need your help to resolve this issue as i answered wrongly on a phone call by mistake

and i can't receive another call on my phone or text message

please help as i can't reach our only admin and really need to use the account

The exact message I receive

Error Code: 500121

Request Id: f7a095e5-6d57-4efc-b81d-35f307596300

Correlation Id: 4da17bcc-5100-4935-8128-29c3aee34414

Timestamp: 2021-12-24T16:08:24Z

Answer 1

Hello TT7,

Thanks for choosing Microsoft Community.

According to your description, may I carefully confirm with you, are you typed wrong verification code then you cannot choose these verification method again? If so, seem you are Microsoft 365 education account user, regarding this point, we suggest you please have a try to check log-in your account in Private browser, then you will require to type your account and password, then you might can receive the verification method then choose one and type correct verification code properly to access your account. If there is any misunderstood part, please kindly point out.

Kind Regards,

Tommy

Answer 2

thank you tommy so much

Firstly I've selected Text Message option but i didn't receive it so I choose call option but i pressed wrong choice during the call as i couldn't hear the instructions well

Then I got the attached screenshot every time I try to log in

I need to receive another call or text message to log in to my account

or to receive an email on my alternative email.

Thank you

Answer 3

Hello TT7,

Thanks for quick response, you might can refer You don't receive a text or voice call that contains the verification code for Azure Active Directory Multi-Factor Authentication - Active Directory | Microsoft Docs to know the resolution.

Basically, if your cannot reach your admin, there is no very specific solution for it unless you are sure your phone number is correct.

We will greatly appreciate your kind understanding and precious time.

Kind Regards,

Tommy

Answer 4

Dear Tommy,

I am sure the account is correct and the password and the mobile phone connected to it

I just need to receive a call or a message but it seems that i need to unlock it someway

kindly need a help to do so ASAP

Thank you

Answer 5

Hello tt7,

Thanks for update. Regarding your update, I am sorry about we do not have the permission to change user's backend. However, if you do not know who is the global admin in your organization, you can refer How do I find my Microsoft 365 admin? to know more details.

Kind Regards,

Tommy