Issue with SMS authentication (Error Code: 399287)

Question

Dear Microsoft Support Team,

I am encountering an issue while attempting to log in to my Azure account. Although i'm able to sign in to my Microsoft account successfully, when trying to access Azure, i'm prompted to verify my identity. However, when selecting phone verification, I receive the following error message:

“Sorry, we’re having trouble verifying your account. Please try again.” Error Code: 399287

Apparently I am facing this issue because my account/phone number has been blocked for MFA due to a bad reputation.

I can not use the Microsoft Authenticator because my phone was reset, so the only option is through phone number verification which is not working anymore.

Can you please help me unblock my phone number/reset MFA so I can log in again as it is urgent.

Many thanks.

Error details:

Error Code: 399287

Request Id: a0a9801e-7f55-4ef1-85e4-f9fc06473800

Correlation Id: 019abf8c-a23a-73e6-a03d-a90916f2417e

Timestamp: 2025-11-26T09:44:23Z

Answer 1

Hello Martin Mace-Hardyman,

Thank you for sharing your details(user's email address, tenant id, phone number, country code and country) with us over Private Message

I have reached out to the engineering team to unblock MFA for your account. They have now unblocked it from the backend and removed the bad reputation on it. You should be able to log in to the Azure Portal without any issues.

Please try logging in and check if you can complete SMS authentication without any errors. Let me know if you encounter any issues.

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

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