Error Code: 399287 when trying to login

Question

Error Code: 399287 when trying to login

Luis Meleiro 0

i'm trying to login to a microsoft professional account but when it ask for an Microsoft Authenticator code i choose SMS and it gave me this error code 399287, the phone number that appears seems to be correct. i don´t have access to Microsoft Authenticator account because i have format my phone and the accounts in Microsoft Authenticator app need aproval. what can i do to have access to my account.

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Answer 1

Henry-N 4,770 Microsoft External Staff Moderator

Hi @Luis Meleiro,

Thank you for posting your question in the Microsoft Q&A forum!

Regarding that you can't access your account because . I’d like to ask a few quick questions to better understand the situation and assist you more effectively:

Is your account a personal Microsoft account, or a business/school account provided by your organization?
Are you a regular user, or do you have admin privileges?

If it is a business account I would recommend you contact your school account's Admin to reset your MFA settings through the Microsoft Entra Admin Center. Ask your administrator to follow these steps:

Revoke MFA sessions and require re-register in the Microsoft Entra admin center
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You could refer this article to your IT admin: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |…

Thank you again for your time and understanding. While my initial response may not resolve the issue immediately, I’d like to gather more details about your situation so I can assist you more effectively.

I really appreciate your patience, and I’m here to help. Looking forward to your response!

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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Luis Meleiro 0 Reputation points

2025-10-03T14:09:06.1066667+00:00

this is a business account and its the admin account so i can't login to the admin center
Henry-N 4,770 Reputation points Microsoft External Staff Moderator

2025-10-03T14:20:19.01+00:00
Hi @Luis Meleiro,

Thank you for replying, I really appreciate the information that you have given me.

Based on the details you have shared. It seems that you are in a difficult situation with your Microsoft 365 account and administrative access. In this situation, the Microsoft Data Protection team has tools and processes in place to verify identity and regain access to administrator accounts.

Please note that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc.

Therefore, If you are the only administrator in your organization,  then you need to involve Microsoft data protection team. Please try to find the related hotline number to call the frontline let them raise a ticket for you: Customer service phone numbers - Microsoft Support

In some countries, this is an automated conversation: First, when you call the hotline, they will ask you what kind of problem you are struggling with.

Answer: Authenticator.

A: What products do you use?

B: Office 365 for business.

Verification: Education or company account?

B: For companies

A: Are you an administrator?

B: Yes.

A: Are there any other administrators in your organization?

B: No.

A: I need one.... Service request?

B: Yes

If your organization's Office 365 Business/Education subscription is from a partner or reseller, and the global administrator is unable to open a service request on your end, contact the reseller's support provider to help open a service request on behalf of you instead.

Alternatively, you can try set up a new trial tenant and submit your support request:

Visit the Microsoft 365 Enterprise Plans page: Go to Compare Office 365 Enterprise Pricing and Plans | Microsoft 365.

Choose a plan and start a free trial: Select any of the available plans and click "Try for free" to begin the trial setup process.

Follow the guided setup: Complete the steps to create a new Microsoft account and a new tenant. This will be a separate and independent Microsoft 365 environment.

Access the Microsoft 365 Admin Center: Once the new tenant is created, navigate to https://admin.microsoft.com/.

Go to Support: In the left-hand navigation menu, click on "Support" and then "Help & support."

Raise a support ticket: Describe your issue in detail. Crucially, you must clearly state that you are locked out of a different, pre-existing Microsoft 365 tenant where you are the administrator. Provide the following information about your locked account:

Your administrator account email address for the locked tenant.

The domain name of your locked tenant

Any error messages you are receiving.

Details about the authentication issues you are experiencing.

Confirmation that you are the administrator of the locked tenant.

Submit your ticket: Follow the prompts to submit your support request. You will likely receive a ticket number for tracking.

Important notes:

This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support.

Be prepared for Microsoft support to ask for verification of your identity and administrative rights for the locked tenant.

The resolution time might be longer as you are contacting support from a different tenant.

Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges. You can typically do this within the Microsoft 365 Admin Center under "Billing" -> "Your products."

I hope these steps will help resolve your issue. If you need further assistance, we are always here to help.

Thank you for your patience and understanding. We appreciate your continued trust.
Henry-N 4,770 Reputation points Microsoft External Staff Moderator

2025-10-09T14:53:23.27+00:00

Hi @Luis Meleiro,
I hope you're doing well. I just wanted to follow up and see if you’ve had a chance to review my previous reply. If possible, it would be incredibly helpful if you could share a bit more detailed update of the issue. Thank you so much for your cooperation we truly appreciate your time and effort. Looking forward to hearing from you soon.
Luis Meleiro 0 Reputation points

2025-10-09T15:13:52.3+00:00

i´m waiting a phone call from microsoft engineer to try solve my problem
Henry-N 4,770 Reputation points Microsoft External Staff Moderator

2025-10-10T08:10:29.6666667+00:00

Hi @Luis Meleiro,

Thank you again for your responses.

If there are any updates regarding this issue, please feel free to share them here. I look forward to hearing from you.

Take care and have a great day!
Henry-N 4,770 Reputation points Microsoft External Staff Moderator

2025-10-15T14:38:30.53+00:00

Hi @Luis Meleiro,

Just following up to see if you were able to get support with the lost authenticator setup. If you have the ticket ID you could send it to the private message so I could check the status for you.

Looking forward to your update!
Luis Meleiro 0 Reputation points

2025-10-15T15:09:22.0866667+00:00

yes i get support from microsoft and they have reset the MFA. The problem is solved. thanks for your help
Henry-N 4,770 Reputation points Microsoft External Staff Moderator

2025-10-16T06:54:50.92+00:00

Hi @Luis Meleiro, ,

I’m really glad to hear that the issue is no longer affecting your work!

It was a pleasure assisting you, and please don’t hesitate to reach out anytime you need support. I’m always here to help.

Take care, and have a great day ahead!

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Error Code: 399287 when trying to login

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