No inlog possible in Admin Centre

Question

Since yesterday I can no longer log into my 365 business account. The account is no longer reflected in the MFA app and alternative SMS verification does not work either. I get the notification account cannot be verified or account does not exist with the error code 399287. I have no clue what is going on and it worries and frustrates me. Cannot raise a ticket because for that you need to be logged in.... No one picks up the phone on the support line, even after hours and hours of waiting/holding the line. I need to speak to a human Please help!!! I need this account for my work. I have all the related/recover email addresses, phone number etc.

Answer 1

Dear @Lodewijk van Thiel

Welcome to the Microsoft Q&A Community! 

Thank you for reaching out. I understand how stressful and disruptive it is to be locked out of your Microsoft 365 admin account, especially when you need it for your daily work.  

Based on the symptoms you described, being unable to log into the Microsoft 365 Admin Center, missing Authenticator registration, and SMS verification failing with error 399287, the issue is usually related to Microsoft’s PhoneReputation service. When a phone number is flagged for poor reputation or unusual activity, Microsoft automatically blocks SMS and call-based verification, even if the number works normally elsewhere. This means MFA methods may fail or appear as though the account “cannot be verified.” 

If you are the only global administrator and cannot access the admin center, you will need to contact Microsoft’s Data Protection Team through the official support hotline for your region outlined in Customer service phone numbers.. I’m very sorry to hear that you were placed on hold during your previous attempt to reach them. I recommend trying to call 2–3 more times during the workweek, as support agents are more consistently available at those times. 

If you cannot successfully speak to a support representative, please consider creating a new tenant by signing up for a trial Microsoft 365 subscription via this link Compare All Microsoft 365 Plans | Microsoft. Once the new tenant is set up, use its admin console to submit a support ticket requesting assistance for your original tenant. Remember to cancel the trial subscription after the issue is resolved to avoid charges. 

As a forum moderator, I unfortunately don't have access to your tenant. Therefore, reaching out to Data Protection team is necessary to have the issue resolved.

Let me know if you have any additional questions or need further clarification. Please know that I'm here to direct you to the appropriate support line.

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