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Error Code: 500121

Anonymous
2024-03-25T16:52:08+00:00

I am receiving Error Code: 500121 and Request Id: 42fa61c7-7993-4709-bcaa-aa5c4a2bcb00.

I have already downloaded the Authenticator app and it does not work.

Please help

Microsoft 365 and Office | Subscription, account, billing | For business | Other

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  1. Anonymous
    2024-11-03T02:00:51+00:00

    I also have the same issue. MS Authenticator is not working on my new iPhone. I’m getting error 500121.

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  2. Anonymous
    2024-03-25T17:48:48+00:00

    Dear Theresa Verticchio

    Good day! Thank you for posting to the Microsoft Community. We are happy to help you!

    First of all, we regret for the inconvenience caused to your work. Based on your description, Error Code: 500121 indicates Authentication failed during strong authentication request. The user didn't complete the MFA prompt or they may have decided not to authenticate or timed out while doing other work, or has an issue with their authentication setup.

    To resolve this issue, do one or more of the following:

    • If you had selected the call option to complete the sign-in process, make sure that you respond by pressing the pound key (#) on the telephone.
    • If you had selected the text option to complete the sign-in process, make sure that you enter the correct verification code.
    • If you had set up other options for security verification, click Other verification options, and then try again by selecting a different option. Also, make sure that your phone numbers are correct in your user account settings.

    If your account is Microsoft365 Work/School account and if you are end user/if you are admin but other user has admin rights, it is suggested to contact your admin and ask admin to reset the Authentication method for your account. Admin can do it by follow Manage user authentication options. (if you are not sure who is your admin, can refer this How do I find my Microsoft 365 admin? - Microsoft Support). 

    .

    Besides, if you are the admin only and can’t access your account due to Authentication issue, it is suggested to contact Data Protection team, because we are from community team and we are not authorized to reset any user/admin account. Data Protection Team is the only support team to check and reset account. To find contact number of Data Protection team, please check Find Microsoft 365 for business support phone numbers by country or region - Microsoft 365 admin | Microsoft Learn **** or Global Customer Service phone numbers - Microsoft Support.

    If your account is Microsoft personal account (outlook.com/live.com/Hotmail.com), please reply back to us, so we can involve personal account team for further assistance.

    Thank you in advance for your understanding! Your patience and cooperation will be greatly appreciated. I hope all the best!

    Sincerely

    Kerry Chen | Community Moderator

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