Phone number texting verification problem

Question

I am trying to log in but it's failing, here is what happened in detail:

I enter the correct password, but then I was met with the phone number texting verification screen, I click on "Text +XXX XXXXXXX" but it says "Sorry, we're having trouble verifying your account. Please try again. View details". I have been constantly trying to make it work but the same error pops up, here is the error code:

Error Code: 399287

Request Id: removePII

Correlation Id: removePII

Timestamp: 2025-11-06T13:55:16Z

I'm hoping someone could help me with this, Thanks and have a nice day!

Answer 1

Hello @Binu varghese

Thank you for posting your question in the Q&A Forum 

 

Based on the error code you provided, error 399287 means that Azure has blocked your phone number for SMS verification due to a “bad reputation” flag. 

To better assist you, could you please confirm your role? Are you an end user or an administrator for your organization? 

If you are an end user, please contact your organization’s IT administrator and ask them to unblock your account and reset your MFA settings. 

If you are an administrator, there are two possible scenarios: 

1. There is another admin in your tenant: they can help to reset your MFA and unblock the number. 

2. If you are the only admin in your organization 

Since you are the only admin, you will need assistance from Microsoft’s Data Protection team. This team has the authority and security procedures to verify your identity as the legitimate account owner and then reset your MFA settings from their end. Please try to find the related hotline number to call the frontline and let them raise a ticket for you: Customer service phone numbers - Microsoft Support    

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:  

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)    

In some regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:      

• What kind of problem are you experiencing?         
• Answer: Authenticator         
• What products do you use?         
• Answer: Office 365 for business         
• Is this for an education or company account?         
• Answer: For companies         
• Are you an administrator?         
• Answer: Yes         
• Are there any other administrators in your organization?         
• Answer: No. I am the only admin in my tenant          
• Do you need a... Service request?          
• Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.      

Once the issue is resolved, we strongly recommend using Microsoft Authenticator instead of SMS for future logins to avoid similar problems. 

If you encounter any difficulties reaching out to support via the hotline, please let me know so I can assist you further. 

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