Having problems accessing my Microsoft 365 account - Error Code: 0x8004de44

Question

I am having problems signing in to my Microsoft 365 and OneDrive. I changed my phone recently and now I cannot add this account in my Authenticator app either. Other method of verification i.e. sending text message to my cell phone is also not working. When I select SMS option, I receive Error Code: 0x8004de44. How can I resolve this issue?

I can log into my Admin center page and my account at https://myaccount.microsoft.com/Opens, but my Microsoft 365 apps and OneDrive now require sign-in, where I am having issues. I cannot add this account into Authenticator app.

When I try to sign in, it gives me three options:

• Approve a request on my Microsoft Authenticator app
• Use a verification code
• Text +XX XXXXX15

Since I cannot log into Authenticator, I select option Text +XX XXX, at which point I receive an error message saying "Sorry, we're having trouble verifying your account. Please try again."

I tried reaching customer help at Microsoft, but as always it proved to be an impossible task.

Any help will be greatly appreciated.

Answer 1

Microsoft Entra multifactor authentication can temporarily block sign-in after repeated or unusual attempts, which matches the behavior described (multiple MFA prompts and the “Sorry, we're having trouble verifying your account. Please try again.” message when choosing SMS).

Use the following steps:

1. Wait and reduce repeated attempts
   • Repeated sign-in/MFA attempts can trigger protection and cause temporary blocks.
   • Stop trying to sign in for a while and then try again later. Guidance is:
     • Wait at least 24 hours before trying again.
     • Avoid many repeated attempts, as this can reset the time lock and extend the block.
2. Try a different MFA method
   • If possible, use a different verification method already registered on the account (for example, an alternate email or another phone number) instead of SMS.
   • For personal Microsoft accounts, if one method is blocked, switching to another method can bypass the specific block on that method.
3. Try a different network
   • Switch between Wi‑Fi and mobile data, or use a different Wi‑Fi network.
   • This can help if the block is related to suspicious traffic from the current network or region.
4. Use the sign-in helper
   • Run the sign-in helper tool to diagnose the sign-in problem and see available support options: use the Sign-in helper link from the verification-code troubleshooting article.
5. If this is a work/school (Microsoft 365) account
   • Microsoft Entra MFA may have blocked sign-in after multiple attempts.
   • If there are other admins in the tenant, ask a Global Admin to:
     • Review Microsoft Entra sign-in logs for the account.
     • Use “Require re-register MFA” so MFA methods can be set up again, as described in the Entra MFA user device settings documentation.
   • If there is only one admin and that admin is effectively locked out of MFA on client apps, contact Microsoft support so the Data Protection team can help verify identity and restore access. Use the official customer service phone numbers and request a service ticket for an MFA/sign-in lockout.
6. If all security info is lost for a personal Microsoft account
   • If this is a personal Microsoft account and access to all security info (phone, Authenticator, etc.) is lost, start from the sign-in page, choose I don't have any of these at the “Verify your identity” prompt, and follow the process to replace security info.
   • After replacing all security info, there is a mandatory 30‑day wait before full sign-in is allowed.
7. If still unable to receive verification codes
   • If verification codes continue not to arrive or be accepted, another method must be used or access to the registered phone/email must be regained.
   • For persistent issues, use the Sign-in helper and then Contact Microsoft Support from the verification-code troubleshooting article to open a support case. Note that support agents cannot send verification codes or directly change account security info; they can only guide through supported recovery paths.

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References:

• Troubleshoot Microsoft verification code issues
• Common problems with two-step verification for a work or school account
• "Sorry, but we're having trouble signing you in" when a user signs in to Microsoft 365, Azure, or Intune
• 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 reset my mfa methods - Microsoft Q&A