Unable to Access my M365 Account Due to SMS Verification Error

Question

I am experiencing an issue while trying to log in to my M365 Account, I am prompted to verify my identity. However, when I select phone verification, I receive the following error message:

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

Answer 1

Dear Fredrik Grahn

Thanks for reaching out to Microsoft Q&A Forum and sharing your issue.

Based on your description, I completely understand your problem with Authenticator app can be very stressful as it affects your ability to access your account.

Although account recovery cannot be handled directly through this public forum, you may consider following these recommended steps to regain access:

If there are other Global Administrators in your organization, the quickest way to regain access is to ask them to follow this official guide to reset your Multi-Factor Authentication (MFA) settings.

If you are the sole administrator for your tenant, you will need to contact Microsoft's Data Protection team directly by phone: Customer service phone numbers - Microsoft Support

Reminder: To prevent similar issues in the future, I strongly recommend assigning at least two Global Administrators to your Microsoft 365 tenant. This ensures that if one admin is locked out or unavailable, the other can still manage and recover access to the account.

In case the phone line is not supportive, you can consider directly submitting a support request as a helpful workaround: 

Create a trial business account: Go to Microsoft 365 Business Plans and Pricing and click Try for free to set up a temporary Microsoft 365 tenant with a trial license.

Use this new account to sign in to the Microsoft 365 Admin Center and submit a support request on behalf of your primary (locked) account. Click Help & Support > then choose Create a support request.

Note: This method doesn't require you to use your new account for your business. Instead, it allows you to create a temporary global administrator account so you can submit a support request, as your original global administrator account is locked out due to issues with multi-factor authentication. The trial account is free for one month. Be sure to delete it after submitting your support request to avoid any automatic renewals or charges from Microsoft.  

For further instructions, you can follow this guide: Get support - Microsoft 365 admin | Microsoft Learn

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