Error receiving SMS code for 2FA when trying to logon on https://admin.microsoft.com

Question

Hello. I am having trouble with receiving SMS for 2FA, receiving error message instead of, when trying to access https://admin.microsoft.com:

Error Code: 399287

Request Id: [Moderator note: personal info removed] 

Correlation Id: [Moderator note: personal info removed] 

Timestamp: 2026-01-15T05:52:49Z

There is no other admin in this organization (as i know), so i cannot ask to reset or change 2FA methods for this account.

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Moved from: Microsoft Security | Microsoft Entra | Other

Answer 1

Hi @Max, 

Thank you for posting your question in the Microsoft Q&A forum. The error code 399287 indicates that your phone number has been flagged by Microsoft’s PhoneReputation service as having a “bad reputation,” which blocks all SMS-based 2FA attempts. Since you’re the only admin and no other authentication methods are available, the best course of action is to contact Microsoft Support directly by phone: Customer service phone numbers - Microsoft Support 

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 

Please carefully follow this instruction to ask for Microsoft Data Protection team support:      

(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.     

During the phone call, you will need to provide the information associated with your subscription, such as your company name, billing details, phone number, and an alternate email address, etc. This information allows the Data Protection team to verify your identity and securely assist you in regaining access to your administrator account. As a best practice for the future, once you regain access, I strongly recommend adding additional authentication methods, especially the Microsoft Authenticator app. This app provides a more secure and reliable way to complete multi-factor authentication compared to SMS, helping prevent similar issues caused by phone number reputation or carrier-related problems.

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If you're still unable to get through to support, there is a workaround you might consider: You can register for a new Microsoft 365 tenant by signing up for a trial subscription here: Microsoft 365 Business Plans and Pricing | Microsoft 365  

Once the new tenant is created, you can access the admin center and submit a support ticket from there, requesting to speak with the Data Protection Team on behalf of your original tenant.  

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. 

I hope these steps will be helpful for you in regaining access to your admin account. Even though I can’t intervene directly, guiding you to the right support team is the most effective assistance I can provide within my scope. 

If you have any updates or further questions, please feel free to reply here, I’ll do my best to support you however I can. 

Thank you for your understanding! 

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