Identity verification failed

Question

I got this message:

Identity verification failed

Type

Recommended

The identity verification did not succeed. Please click link below to review details and take action.

Learn more

Due by

-

Workspace
AccountSettings

To all
**Global Administrator

Take action

when I click on Take action, It redirects me on page where I get "Forbidden" message and that's it. Please help**

Answer 1

The error indicates that additional identity verification is required for a Global Administrator, but the account cannot complete it, and access to the remediation page is blocked (Forbidden). This typically happens when:

• The account’s MFA/verification methods are misconfigured or no longer accessible.
• Verification attempts are repeatedly failing or being blocked.

Use these steps, depending on the situation:

1. If verification fails or codes are not received
   • Avoid repeated sign-in attempts; Microsoft Entra multifactor authentication may temporarily block further attempts after unusual or repeated failures. Wait and then try again or use a different MFA method if available.
   • If using SMS or phone:
     • Ensure the phone number is correct in security info.
     • Avoid excessive or repetitive requests for codes, which can cause blocking.
     • Check whether the phone is blocking texts from unknown numbers or if the inbox is full.
     • Do not use VOIP numbers; use a mobile number instead.
   • If using the Microsoft Authenticator app or verification codes, make sure the correct code is entered and that “Verify” (not “Cancel”) is selected on prompts.
2. If locked out due to lost/changed phone or MFA device
   • If at least one other verification method still works, sign in and update security info:
     • Go to the Security info / Advanced security options page.
     • Add a new way to sign in or verify (phone, email, app), confirm it, then remove the old/invalid method.
   • If all security info is lost but the password is known:
     • Start sign-in and, at “Verify your identity,” choose “I don't have any of these,” then follow the process to replace security info. After replacement, sign-in may be restricted for up to 30 days.
3. If no method works and the Global Administrator is locked out
   • When there is only one admin and that admin is locked out by MFA/verification, the Microsoft Data Protection team must assist. A support ticket must be opened from another tenant or account:
     • Use any other Microsoft account (or create a new one) to contact Microsoft Support and request help with a locked work/school tenant where the caller is the only Global Administrator.
     • Alternatively, create a temporary Microsoft 365 trial tenant, go to the Microsoft 365 Admin Center, and open a support request describing that the Global Administrator of another tenant is locked out due to identity verification/MFA and cannot access the remediation page (Forbidden).
   • Be prepared to provide tenant details and prove administrative ownership; Microsoft support will use internal processes to verify identity and restore access.
4. If password reset or sign-in itself fails
   • If “We couldn't verify your account” appears during password reset, either self-service password reset is not enabled for the tenant or the account is not registered for it. In that case, only an administrator or Microsoft support (via a service request) can help.

Because the “Take action” link leads to “Forbidden,” remediation cannot be completed self-service. Another admin in the tenant (if any) should review and, if necessary, reset MFA/verification methods for the affected Global Administrator. If there is no other admin, contact Microsoft support as described above so the Data Protection team can intervene.

---

References:

• Common problems with two-step verification for a work or school account
• Reset your Microsoft work or school account password using security info
• 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
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• Error Code: 399287 - Microsoft Q&A
• Having problems getting text codes to confirm my account - Microsoft Q&A
• I need to reset my mfa methods - Microsoft Q&A