I can't verify my identity. It says "There was an error verifying your account. Please try again."

Question

I tried logging into Microsoft and OneDrive, but when I tried to verify my identity, I got the message "There was an error verifying your account. Please try again." with the error code:

Error Code: 399287

Request Id: [Moderator note: personal info removed]

Correlation Id: [Moderator note: personal info removed]

Timestamp: [Moderator note: personal info removed]

I tried many times, but nothing worked, and it's a school account. and this is a different account

Answer 1

Hi @steven steven,

Thank you for posting your question in the Microsoft Q&A forum, and I’m sorry to hear you're having trouble accessing your school account.

The message “There was an error verifying your account. Please try again.” with Error Code 399287 generally appears when Microsoft’s verification service is unable to complete the check. This can happen for several reasons, such as temporary service issues, a blocked sign‑in attempt, or missing security information on the account. To resolve this, your MFA settings may need to be reset.

Since you are using a work or school email address, the MFA settings are managed by your school's IT department. For assistance with resetting or updating your MFA, you will need to contact them directly to resolve this.

Specifically ask them to “Reset my MFA settings or allow me to re-register for MFA". This is a standard request, and your school's IT team should be able to assist you with it.

You can also share the steps in this Microsoft article for them so they can help reset your MFA settings for you Manage user authentication methods for Microsoft Entra multifactor authentication.

Once your school's IT admin has reset your MFA, the next time you log in to your account, you will be guided through the process of setting up the Microsoft Authenticator app again from the beginning by scanning a QR code. This will break the loop and allow you to access your account normally.

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 your account quickly. Please feel free to reach out anytime if you need further assistance.

If you find my post useful, kindly consider upvoting it. 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.

---

If the answer is helpful, please click "Accept Answer". If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Answer 2

If you are encountering the error message "There was an error verifying your account" with error code 399287 while trying to verify your identity for a Microsoft account, this is a known issue. It is often related to problems with SMS verification or a "bad reputation" for the phone number being used. Since you mentioned that this is a school account, it may be beneficial to contact your school's IT department or Microsoft support for assistance in resolving this issue. They may be able to help with identity verification or provide alternative methods for multi-factor authentication (MFA).

Additionally, ensure that you are using the correct credentials for your school account and that there are no issues with your account status or licensing.

---

References:

• Microsoft Q&A Unable to Verify Identity for Azure Login – Error 399287