Error Code: 399287 Request Id: [Moderator note: personal info removed] Correlation Id: [Moderator note: personal info removed] Timestamp: [Moderator note: personal info removed]

Question

The tenant [Moderator note: personal info removed] has an Office 365 Business package and has additionally purchased Power BI Per User. However, when the administrator attempted to sign in and assign the Power BI Per User license to a user, the login was unsuccessful.

The issue occurs due to SMS-based two-factor authentication. After entering the password, in the next step—when the verification code should be sent via SMS—the system returns an error:

Error Code: 399287 Request Id: [Moderator note: personal info removed] Correlation Id: [Moderator note: personal info removed] Timestamp: [Moderator note: personal info removed]

As a result, the Power BI Per User license cannot be used.

Considering that this issue has been ongoing for nearly a month, we kindly ask you to provide a solution, specifically regarding changing the authentication method, so that the Power BI Per User package can be used successfully.

Answer 1

Dear @Aleksandar Stojanovic, 

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

I understand how important it is to regain access to the administrator account, especially when MFA options aren’t working as expected.  

Error 399287 typically occurs when the phone number used for SMS or call MFA is flagged by Microsoft’s PhoneReputation system, often due to repeated failed attempts or activity that appears unusual. When this happens, SMS and call verification are temporarily blocked to protect the admin account.  

If the phone number is blocked and no other MFA method is available, administrators cannot update or reset their own security information. Microsoft Entra ID is designed to function this way as part of its built‑in security measures.  

If your organization only has one Global Administrator for the tenant, please follow the steps outlined below to proceed with account recovery and regain access.  

Option 1: Contact Microsoft Data Protection Support by Phone (Primary Method)  

To regain access to your admin account as you can't access the Admin Portal, you can try reaching out to our Global Customer Service phone to request the removal of the bad reputation from your phone number here: Customer service phone numbers - Microsoft Support. During the call, request to speak to an agent and share with them every detail related to your query and also mention that you are the only admin who lost access to your account. This should allow you to contact the appropriate team so you can solve this incident as soon as possible.   

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

In some countries, it is an automated conversation like:   

IVR: What kind of problem are you concerned about?         

You: Authenticator.         

IVR: What kind of product do you use?          

You: Office 365 for business.         

IVR confirmation: education or company account?         

You: For companies         

IVR: Are you an administrator?         

You: Yes.         

IVR: Do you have another administrator in your organization?         

You: No. I need to create a ticket. Please send me direct to the Data Protection Team.    

   

Option 2: Create a Temporary Account (Trial Tenant) to Submit a Support Ticket (Alternative Method)   

If you still cannot reach to a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription via this link Microsoft 365 Business Plans and Pricing | Microsoft 365. This would allow you to create a new tenant following the prompts provided. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.        

Follow the guided setup process to create a new account for a new tenant.   

  

Once your tenant is created, you should be able to access the support portal and submit your ticket referencing your locked account without further issues 

  

In your ticket description, you'll need to clearly explain that you're trying to regain access to your previous Microsoft 365 tenant and need help from the Data Protection team. Here's a message you can use or adapt:   

"Hello, I’m currently unable to access my previous Microsoft 365 tenant due to losing MFA access, which prevents me from receiving verification codes. I’m the global admin, but I’m locked out and unable to generate a QR code or bypass MFA.   

I created this new tenant solely to request assistance. I kindly ask to be connected with the Data Protection team to verify my identity and help me recover access to the original tenant.   

This is urgent, as I rely on Microsoft 365 for my work and have been unable to operate for several days. I’m available to provide any documentation or verification needed to support the recovery process."   

  

Ticket Support: In the Microsoft 365 Admin Center > Support > Help & Support. You can raise support ticket at https://admin.microsoft.com/#/support/requests     

Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges.      

  

Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues, but we’ll continue doing our best to support you within the scope of our responsibilities.     

I hope this helps you regain access to the admin account quickly. I am glad to be able to assist you and I really hope that the information provided has been useful to you. Feel free to get in touch at any time if you still can't get to speak to a live agent after following the steps above.   

If you find my post helpful, kindly consider marking it as the accepted answer. Doing so can assist others in the community who may have similar questions in finding solutions more quickly.    

Thank you for your kindness and contributions to the forum.   

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Answer 2

Thank you for your response.

The issue is that we are unable to sign in as an administrator at all, which makes the proposed steps impossible to perform. The administrator account cannot complete the sign-in process due to the SMS-based two-factor authentication error described earlier.

Because the admin cannot log in, we cannot access the Microsoft Entra admin center, cannot change authentication methods, and cannot assign the Power BI Per User license to any user.

This is precisely the core of the problem: if admin access were possible, the license assignment and authentication changes could already be completed.

Therefore, we kindly ask for an alternative recovery or bypass procedure, such as:

Temporarily disabling SMS-based MFA for the admin account,

Switching the admin account to an alternative authentication method (e.g. Microsoft Authenticator) from your side,

Or providing a secure account recovery process to restore administrative access.

We would appreciate your assistance in resolving this issue, as it has been ongoing for nearly a month and is blocking the use of the purchased Power BI Per User license.

Answer 3

To resolve the issue with SMS-based two-factor authentication that is preventing the administrator from signing in and assigning the Power BI Per User license, you can consider changing the authentication method. Here are the steps to change the authentication method for a user:

1. Sign in to the Microsoft Entra admin center as a user administrator.
2. Navigate to Entra ID > Users.
3. Search for the user who is experiencing the issue and select their details.
4. Go to the Authentication methods section.
5. Here, you can modify the user's authentication method to an alternative option, such as using an authenticator app or email verification instead of SMS.
6. Save the changes and have the user attempt to sign in again.

If the issue persists, you may want to check the user's multifactor authentication status and ensure that their contact information is up to date.

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References:

• Problems signing in to a Microsoft application
• Troubleshoot Azure Multi-Factor Authentication issues