Unable to Verify Identity for Microsoft 365 Login – Error 399287

Question

Unable to Verify Identity for Microsoft 365 Login – Error 399287

dur 75

Dear Microsoft Support Team,

I'm trying to sign into the Microsoft 365 portal. I can sign in to my Microsoft account, but I'm prompted to verify my identity via SMS. However, I receive the following error message:

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

Error Code: 399287

Request Id: 82850d35-c34c-470b-9e18-1e7a5d2e4e00

Correlation Id: dcec926c-fbf6-4354-9560-4edb12746ea2

Timestamp: 2025-08-04T14:20:37Z

I have already tried alternative login methods and password reset options but have been unable to complete the identity verification process. I would appreciate your assistance in resolving this issue as soon as possible as it is a business account. It would be great if you could unblock the MFA to the account. I will use the Microsoft Authenticator instead of the SMS verification as I get access to my account. (i am using another email to post this question since i am not able to access my business account)

Thank you for your kind support

Best Regards,

Dur

Alexandre E Capita 76 Reputation points

2025-08-04T16:25:38.38+00:00

As this account is protected by MFA and the current method is unreachable, we will proceed with the following:

Initiate an MFA reset on your account to remove the outdated SMS method.

After that, you will be prompted to re-register your MFA method.

During re-registration, please select Microsoft Authenticator as your preferred method.

📌 Note: You may be asked to verify your identity via alternate means (e.g., security questions or ID verification) to complete this process securely.
dur 75 Reputation points

2025-08-04T18:13:53.1833333+00:00

i cannot initiate the MFA reset since i’m not even able to access the account to reset it. Moreover i have no other alternative method of signing in other than the SMS method that is not working.
dur 75 Reputation points

2025-08-04T18:17:06.43+00:00

Hello, @Anonymous

I see that you have helped with solving similar issues in the past. It would be much appreciated if i could have your assistance in resolving this matter.

Thank you
Raja Pothuraju 47,730 Reputation points Microsoft Employee Moderator

2025-08-05T00:28:27.38+00:00

Hello dur,

Kindly share the affected email address, phone number and country name via private message.
Richard Kuperus 0 Reputation points

2025-09-13T18:57:12+00:00

Hi @Anonymous ,

I'm having the same issue for my company account and cant find a way to unblock. Can you help me out or point me to the right documentation?

Thanks,

Richard
Raja Pothuraju 47,730 Reputation points Microsoft Employee Moderator

2025-09-15T10:44:28.33+00:00

Hello Richard Kuperus,

I recommend creating a new thread on the same Q&A forum with as many details about your issue as possible. This will ensure better visibility within the community.

Please create a new Q&A post at https://learn.microsoft.com/en-us/answers/questions/ask/ and select the Microsoft Security | Microsoft Entra | Microsoft Entra ID tag when submitting your question and tag me over new post.
Nebojsa Djurkovic 0 Reputation points

2025-09-17T20:14:42.5033333+00:00

I am having trouble logging in as administrator on my Microsoft tenant. The only administrator account on the tenant is ******@xxxxxxxx.onmicrosoft.com. When I enter the password, it goes to the part where it asks for 2FA, but it only offers the SMS option. It shows the last digits of my phone number, which is correct, but when I click to send the code, it gives me an error. (Screenshot attached).

On the tenant I also have an alternate email address set up, which is my own ******@xxxxxx.rs, and it allows me to reset the password by sending a code to that email. However, for logging in as admin it does not offer any other option except SMS, which does not work and always throws this error.

Can someone help me log in to the admin panel, reset the 2FA, or change it to send the code by email, so that afterwards I can add Microsoft Authenticator as the primary method?

Thank you in advance.
Azali Adnan 0 Reputation points

2025-10-16T23:53:32.81+00:00

I have the same problem. Can support team please help me to unblocked xxxxxx.onmicrosoft.com.
It started when I changed to a new phone. The authenticator app was on the old phone. I installed the authenticator app on the new phone but could not configure it. I added SMS but got the same screen and cannot proceed.
Raja Pothuraju 47,730 Reputation points Microsoft Employee Moderator

2025-10-17T11:50:25.8866667+00:00

@Azali Adnan, Mohd Azali Md Adnan,

I recommend creating a new thread on the same Q&A forum with as many details about your issue as possible. This will ensure better visibility within the community.

Please create a new Q&A post at https://learn.microsoft.com/en-us/answers/questions/ask/ and select the Microsoft Security | Microsoft Entra | Microsoft Entra ID tag when submitting your question and tag me over new post.

Cristian Aguilera 0

Hello, please I need help with this error

•	Error Code: 399287

•	Request Id:  7eafd776-576d-4fb9-8d13-554e6ef81d00 

•	Correlation Id:  019c9cc0-3f28-7149-ba3e-36c8cf8726ea 

•	Timestamp:  2026-02-27T01:39:54Z

Nabil Saeed Loutfy 0 Reputation points

2026-05-14T04:44:57.3666667+00:00

Hi, I have the same issue please help, It always can not verify identity while my phone number is correct, even if I reset password via receiving code on email still returns error to verify my identify

Error Code: 399287

Request Id: 3a375ccd-1730-4031-bd63-22e7ee396700

Correlation Id: 6f869c3b-c9f0-4776-a29c-1b977e54382f

Timestamp: 2026-05-14T04:38:28Z
Raja Pothuraju 47,730 Reputation points Microsoft Employee Moderator

2026-05-14T11:53:10.11+00:00

@Nabil Saeed Loutfy, I recommend creating a new thread on the same Q&A forum with as many details about your issue as possible. This will ensure better visibility within the community.

Please create a new Q&A post at https://learn.microsoft.com/en-us/answers/questions/ask/ and select the Microsoft Security | Microsoft Entra | Microsoft Entra ID tag when submitting your question and tag me over new post.

Answer accepted by question author

0 additional answers

Your answer

Alexandre E Capita 76 Reputation points

2025-08-04T16:25:38.38+00:00

As this account is protected by MFA and the current method is unreachable, we will proceed with the following:

Initiate an MFA reset on your account to remove the outdated SMS method.

After that, you will be prompted to re-register your MFA method.

During re-registration, please select Microsoft Authenticator as your preferred method.

📌 Note: You may be asked to verify your identity via alternate means (e.g., security questions or ID verification) to complete this process securely.
dur 75 Reputation points

2025-08-04T18:13:53.1833333+00:00

i cannot initiate the MFA reset since i’m not even able to access the account to reset it. Moreover i have no other alternative method of signing in other than the SMS method that is not working.
dur 75 Reputation points

2025-08-04T18:17:06.43+00:00

Hello, @Anonymous

I see that you have helped with solving similar issues in the past. It would be much appreciated if i could have your assistance in resolving this matter.

Thank you
Raja Pothuraju 47,730 Reputation points Microsoft Employee Moderator

2025-08-05T00:28:27.38+00:00

Hello dur,

Kindly share the affected email address, phone number and country name via private message.
Richard Kuperus 0 Reputation points

2025-09-13T18:57:12+00:00

Hi @Anonymous ,

I'm having the same issue for my company account and cant find a way to unblock. Can you help me out or point me to the right documentation?

Thanks,

Richard
Raja Pothuraju 47,730 Reputation points Microsoft Employee Moderator

2025-09-15T10:44:28.33+00:00

Hello Richard Kuperus,

I recommend creating a new thread on the same Q&A forum with as many details about your issue as possible. This will ensure better visibility within the community.

Please create a new Q&A post at https://learn.microsoft.com/en-us/answers/questions/ask/ and select the Microsoft Security | Microsoft Entra | Microsoft Entra ID tag when submitting your question and tag me over new post.
Nebojsa Djurkovic 0 Reputation points

2025-09-17T20:14:42.5033333+00:00

I am having trouble logging in as administrator on my Microsoft tenant. The only administrator account on the tenant is ******@xxxxxxxx.onmicrosoft.com. When I enter the password, it goes to the part where it asks for 2FA, but it only offers the SMS option. It shows the last digits of my phone number, which is correct, but when I click to send the code, it gives me an error. (Screenshot attached).

On the tenant I also have an alternate email address set up, which is my own ******@xxxxxx.rs, and it allows me to reset the password by sending a code to that email. However, for logging in as admin it does not offer any other option except SMS, which does not work and always throws this error.

Can someone help me log in to the admin panel, reset the 2FA, or change it to send the code by email, so that afterwards I can add Microsoft Authenticator as the primary method?

Thank you in advance.
Azali Adnan 0 Reputation points

2025-10-16T23:53:32.81+00:00

I have the same problem. Can support team please help me to unblocked xxxxxx.onmicrosoft.com.
It started when I changed to a new phone. The authenticator app was on the old phone. I installed the authenticator app on the new phone but could not configure it. I added SMS but got the same screen and cannot proceed.
Raja Pothuraju 47,730 Reputation points Microsoft Employee Moderator

2025-10-17T11:50:25.8866667+00:00

@Azali Adnan, Mohd Azali Md Adnan,

I recommend creating a new thread on the same Q&A forum with as many details about your issue as possible. This will ensure better visibility within the community.

Please create a new Q&A post at https://learn.microsoft.com/en-us/answers/questions/ask/ and select the Microsoft Security | Microsoft Entra | Microsoft Entra ID tag when submitting your question and tag me over new post.
Cristian Aguilera 0 Reputation points

2026-02-27T02:16:45.1933333+00:00

Hello, please I need help with this error

• Error Code: 399287 • Request Id: 7eafd776-576d-4fb9-8d13-554e6ef81d00 • Correlation Id: 019c9cc0-3f28-7149-ba3e-36c8cf8726ea • Timestamp: 2026-02-27T01:39:54Z
Nabil Saeed Loutfy 0 Reputation points

2026-05-14T04:44:57.3666667+00:00

Hi, I have the same issue please help, It always can not verify identity while my phone number is correct, even if I reset password via receiving code on email still returns error to verify my identify

Error Code: 399287

Request Id: 3a375ccd-1730-4031-bd63-22e7ee396700

Correlation Id: 6f869c3b-c9f0-4776-a29c-1b977e54382f

Timestamp: 2026-05-14T04:38:28Z
Raja Pothuraju 47,730 Reputation points Microsoft Employee Moderator

2026-05-14T11:53:10.11+00:00

@Nabil Saeed Loutfy, I recommend creating a new thread on the same Q&A forum with as many details about your issue as possible. This will ensure better visibility within the community.

Please create a new Q&A post at https://learn.microsoft.com/en-us/answers/questions/ask/ and select the Microsoft Security | Microsoft Entra | Microsoft Entra ID tag when submitting your question and tag me over new post.

Answer 1

Raja Pothuraju 47,730 Microsoft Employee Moderator

Hello dur,

Thank you for sharing your details.

I’ve reached out to the engineering team regarding the MFA issue on your account. They have now unblocked it from the backend and cleared the bad reputation associated with it. You should be able to log in to the Azure Portal without any issues.

Please try signing in and verify if you can complete SMS authentication successfully. Let me know if you encounter any problems.

As a best practice, I recommend registering the Microsoft Authenticator method for your account instead of relying on SMS. SMS and voice call authentication methods are more vulnerable to IRSF attacks (telephony fraud) and are generally less secure.

For better practice, I recommend registering with Microsoft Authenticator method to your account instead of SMS method as these SMS/Voice telecom auth methods are susceptible to IRSF attacks telephony fraud.

I hope this information is helpful. Please feel free to reach out if you have any further questions.

Geoffrey Cheung 0 Reputation points

2025-08-20T04:36:03.2366667+00:00

Hi Raja

I have the same problem with one of our tenancies - I can sign in to the Microsoft account, but I'm prompted to verify my identity via SMS.

Would very much appreciate your help please to unblock my number?

Thanks

Geoff

Error below:

Error Code: 399287

Request Id: 15a91129-d4b6-4229-bf06-a1026ab42200

Correlation Id: 5f2497a4-bc2a-4243-84c9-cf0d62528bf7

Timestamp: 2025-08-20T04:25:12Z
Werner Bezuidenhout 0 Reputation points

2025-08-28T06:25:50.87+00:00

Hi Raja

I have the same problem with this. I got kicked out of 5 tenants I manage because of this. How are we also suppose to setup our Authenticator Apps if we are unable to get an SMS from MS MFA? Phoning the MS Support number puts you in a loop, saying please try again to reset your MFA and if you dont succeed, phone back and thats the end of the call. Your options for support on this MS if not good, admins are in a panic because you changed something.

I have 2 tenants to still need to get back into (by chance I manage to resolve the other 3)

I need help with this please, I am desparate

Tenant 1

Error Code: 399287

Request Id: ec46f8a0-a4f1-4b5f-9ce7-89b25ea75700

Correlation Id: 4a50e9cf-89eb-4476-858f-9f57f4cca780

Timestamp: 2025-08-28T06:18:15Z

Tenant 2

Error Code: 399287

Request Id: 1d547431-f1ec-4fd8-a8c2-05ad6bbc1c00

Correlation Id: c490513a-ca96-43d4-9ccb-7017283fb238

Timestamp: 2025-08-28T06:24:25Z
Raja Pothuraju 47,730 Reputation points Microsoft Employee Moderator

2025-08-28T13:11:44.7333333+00:00

Hello Werner Bezuidenhout and Geoffrey Cheung,

I recommend creating a new thread on the same Q&A forum with as many details about your issue as possible. This will ensure better visibility within the community.

Please create a new Q&A post at https://learn.microsoft.com/en-us/answers/questions/ask/ and select the Microsoft Security | Microsoft Entra | Microsoft Entra ID tag when submitting your question and tag me over new post.
Dylan Wilkinson 20 Reputation points

2025-09-23T17:36:19.3933333+00:00

Hi Raja! I need help with the exact same issue. I’m an administrator for a clients domain and it’s not sending sms’, please let me know if you can help!
Raja Pothuraju 47,730 Reputation points Microsoft Employee Moderator

2025-09-23T18:08:04.0033333+00:00

Hello Dylan Wilkinson,

Responded on your new Q&A post. Please check and share the details over private message.
Azali Adnan 0 Reputation points

2025-10-16T23:59:10.4733333+00:00

I have the same problem. Can support team please help me to unblocked azali.onmicrosoft.com. It started when I changed to a new phone. The authenticator app was on the old phone. I installed the authenticator app on the new phone but could not configure it. I added SMS but got the same screen and cannot proceed.
Mohd Azali Md Adnan 20 Reputation points

2025-10-17T00:32:46.8666667+00:00

I have the same problem. Can support team please help me to unblocked azali.onmicrosoft.com. It started when I changed to a new phone. The authenticator app was on the old phone. I installed the authenticator app on the new phone but could not configure it. I added SMS but got the same screen and cannot proceed.
Tee Guan Pang 20 Reputation points

2025-12-12T15:39:31.9466667+00:00

I need this help as well please
Raja Pothuraju 47,730 Reputation points Microsoft Employee Moderator

2025-12-15T09:15:15.3966667+00:00

@Tee Guan Pang, I recommend creating a new thread on the same Q&A forum with as many details about your issue as possible. This will ensure better visibility within the community.

Please create a new Q&A post at https://learn.microsoft.com/en-us/answers/questions/ask/ and select the Microsoft Security | Microsoft Entra | Microsoft Entra ID tag when submitting your question and tag me over new post.