Locked Out Of Microsoft account - Error Code: 500121 Sorry, we're having trouble verifying your account. Please try again.

Question

Hi Community

I am locked out of my onmicrosoft.com account.

Error code: 500121

Sorry, we're having trouble verifying your account. Please try again.

I have tried to log a support case via phone for weeks with no success.

Only the text method is shown on the 'Verify your identity' screen with no option to choose any other methods.

I urgently need access to this account, any assistance will be appreciated.

Thank you

Sarah

Moderator's note: Move from Microsoft 365 and Office Access For business Windows

Answer 1

Dear @Sarah Barros,

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

I apologize for any inconvenience you may encounter when using our services/ products. To help you with the issue, we need more specific information from you:

• Which support channels did you reach out to have a log?
• Could you please provide me your email address via private message?

In the meantime, kindly try these following steps:

If you are an end-user: Please contact your IT Administrator for further assistance. How do I find my Microsoft 365 admin? - Microsoft Support

If you are a Global Administrator of your tenant:

Option 1: You may need to contact the Data Protection Team at the service phone number via this link: Customer service phone numbers - Microsoft Support.

The main objective is to go through the IVR (automated system) until you reach a live agent and emphasize this very important security factor. Please help me try this script below, this is a commonly used script for authentication issues to bypass IVR, but you can try to see if it helps get through the system. Please help me to speak loudly, only keywords, clearly and patiently waiting for the machine's response. First, when you call the hotline, they will ask you what kind of problem you are facing with.

Answer: Authenticator.
A: What products do you use?
B: Office 365 for business.
Verification: Education or corporate account?
B: For companies
A: Are you an administrator?
B: Yes.
A: Are there other administrators in your organization?
B: No.
A: I need one.... Service request?
B: Yes

When you speak with a real agent, they can create a ticket for you in the affected tenant and then transfer that ticket to the Data Protection team.

Option 2: Create a new tenant with trial subscription to access and submit a ticket in the Admin Center.

If you still can't get in touch with a real person for help, help me try the following:

Sign up for a free trial (new tenant with trial subscription) of Microsoft 365 at this link: Compare All Microsoft 365 Plans | Microsoft. The goal is to create a temporary tenant with a Global Administrator account so that you can sign in to the Microsoft Admin Center. Once connected, you can submit a support ticket directly to Microsoft. Please remember to cancel the trial subscription once your issue is resolved to avoid unwanted charges.

How to submit support ticket in Admin Center: Get support - Microsoft 365 Admin | Microsoft Learn

Once you contact the Data Protection team, you will be required to provide proof of ownership of the company. This allows them to verify their identity and help reassign the Global Administrator account.

As a moderator, I do not have the tools to investigate your specific account directly, as this is a support forum between users. Moderators and collaborators, including external Microsoft employees, may not directly intervene in the functionality of Microsoft products or access internal systems. Our role is limited to providing technical guidance on reported problems, requests, or ideas. However, I will do my best to guide you as clearly as possible.

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Answer 2

Error 500121 with the message “Sorry, we're having trouble verifying your account. Please try again.” indicates a problem completing the verification step (Multi-Factor Authentication / verification code), not with the username or password itself.

Based on the provided information and similar documented scenarios, use these steps:

1. Since only text (SMS) is shown and fails repeatedly, avoid making many repeated attempts. Too many attempts or unusual activity can cause temporary blocks on verification, which then keep failing.
2. If possible, try from a different network (for example, switch between Wi‑Fi and mobile data, or use a different Wi‑Fi). Network reputation or heavy compromised traffic from a region can cause or prolong blocks.
3. Try again after waiting at least 24 hours with no further attempts. Repeated attempts can reset the time lock; waiting is required if the system has rate-limited or blocked the verification method.
4. If there are other verification methods configured on the account (call, alternate email, Microsoft Authenticator), normally “Other verification options” can be used to switch methods. In this case, since only text is shown, the account appears effectively locked to that method; the block must clear or be reset by Microsoft.
5. For a work/school (onmicrosoft.com) account where sign-in is blocked and self-service options are not working, escalation must go through the appropriate Microsoft support channel:
   • If this is a business/tenant admin account and there is at least one other global admin, that admin can reset the password or MFA settings.
   • If this is the only global admin on the tenant, the Microsoft Data Protection team must verify identity and help regain access. The documented path is to contact Microsoft support for business products and ask to be routed to the Microsoft 365 or Azure Data Protection team to reset admin access.
6. If direct phone support has not worked, one documented workaround is to create a temporary new Microsoft 365 trial tenant, go to the Microsoft 365 admin center for that new tenant, and open a support ticket from there. In the ticket, clearly state that access is needed to a different, existing tenant where this locked account is the administrator, and provide:
   • The locked admin UPN (onmicrosoft.com address).
   • The tenant domain name.
   • The exact error message and code (500121, trouble verifying account, SMS only).
   • Confirmation that this is the only admin and that MFA/SMS verification is failing. Microsoft support can then involve the Data Protection team to reset MFA/verification for the locked account.

If the account is a personal Microsoft account rather than a work/school tenant account, use the Microsoft account sign-in helper and standard recovery paths, but note that support agents cannot manually override verification or send codes; in that case, waiting out blocks and using the automated recovery form and alternate verification methods is required.

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References:

• Troubleshoot Microsoft verification code issues
• Microsoft account has been locked
• Troubleshoot sign-in issues and account access problems
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A
• Azure has blocked myphone number for SMS verification due to a “bad reputation” flag - Microsoft Q&A
• Locked out of my Outlook account and recovery options not working - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A