Verification phone number is not working

Question

Our admin was unable to login to his account: [Moderator note: personal info removed]

We can login usig the credentials but mobile verification is not working.

Error message appears in the login page:

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

Error Code: 50089

Request Id: [Moderator note: personal info removed]

Correlation Id: [Moderator note: personal info removed]

Timestamp: [Moderator note: personal info removed]

Answer 1

Hi @Fazla Fairooz,

Thank you for posting your question, and I’m sorry to hear about the trouble accessing the admin's account.

Based on your description, the sign‑in is reaching the verification (mobile/MFA) step, but the verification cannot be completed. The error code 50089 commonly indicates that the authentication flow has expired or failed during identity verification (for example, the verification attempt timed out or could not be validated), even though the username and password are accepted.

With that in mind, here are the available options you can share with your admin to regain access:

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Option 1: Start a fresh sign‑In session

Ask the admin to start a new sign‑in attempt without reusing the same browser tab. Using a private/incognito window or a different browser may help ensure a new authentication session is created.

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Option 2: Contact another admin to reset Authentication Methods

If mobile verification continues to fail, please check if there are other IT admins who still have access and share with them the steps outlined in the article Manage user authentication methods for Microsoft Entra multifactor authentication. This will help them assist in resetting the admin's MFA settings and restoring access to the account.

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Option 3: Contact Microsoft Data Protection Support by phone (Please ask the admin to proceed with the fourth option if contacting phone support is not applicable to the situation)

If your admin is the only admin and mobile verification cannot be completed, they can try reaching out to the Global Customer Service phone to raise a request for resetting their authentication method here: Customer service phone numbers - Microsoft Support. During the call, request to speak to an agent, share with them every detail and also mention that they are the only admin who lost access to their account. This should allow them to contact the appropriate team to solve this incident as soon as possible.

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, we’ll continue doing our best to support you within the scope of our responsibilities.

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:

IVR: What kind of problem are you concerned about?

You: Authenticator.

A: What products do you use?

B: Office 365 for business.

Verification: Education or company account?

B: For companies

A: Are you an administrator?

B: Yes.

A: Are there any other administrators in your organization?

B: No.

IVR: Do you need a... Service request?

You: Yes. I need to create a ticket. Please send me directly to the Data Protection Team.

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Option 4: Create a new tenant to submit a support ticket (Alternative method)

If they cannot reach a live agent, there is still a workaround, they might consider registering for a new tenant by signing up for a trial subscription via this link: Microsoft 365 Business Plans and Pricing | Microsoft 365. (please select "Try for free" under a business subscription).

When prompted, enter their email. They can use a personal email or create a new Microsoft personal account for this step.

Then select Set up account to move forward.

From this step, the system should guide them through creating a tenant and assign them a default onmicrosoft.com domain.

Once set up, they can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of the previous tenant.

To create a support ticket: In the Microsoft 365 admin center > Help & Support.

In the ticket description, they'll need to clearly explain that they're trying to regain access to the previous Microsoft 365 tenant and need help from the Data Protection team. Here's a message they can use or adapt:

"Hello, I’m the only global admin, but I'm unable to access my previous Microsoft 365 tenant due to losing MFA access.

I created this new tenant solely to request assistance. I kindly ask to be connected with the Data Protection team to verify my identity and help me recover access to the original tenant.

This is urgent, as I rely on Microsoft 365 for my work and have been unable to operate for several days. I’m available to provide any documentation or verification needed to support the recovery process."

It is important to note: Please remember to turn off recurring billing for the trial subscription once the issue is resolved to avoid any unintended charges. Your admin may prefer the following resource for detailed instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn.

I hope this information if helpful. I'm glad to assist and truly hope the information provided has been useful. 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.

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