Volume Licensing Access Issue – Error Code 399287

Question

Hello Support,

We are facing an issue while trying to access our company Volume Licensing information.

Error details:

Error Code: 399287

Request Id: [Moderator note: personal info removed] 

Correlation Id: [Moderator note: personal info removed] 

Timestamp: 2026-04-09T08:40:01Z

We need your support to verify the account permissions and licensing access.

Company Name: [Moderator note: personal info removed] 
Admin Email: [Moderator note: personal info removed] 

Best regards, [Moderator note: personal info removed] 

Answer 1

Hi @Ayman Saleh, 

Good day, and I appreciate the clear explanation of your concern. 

Based on the error details you provided (Error Code: 399287), the issue is most likely occurring during the identity verification stage of sign-in, rather than being a direct Volume Licensing permission issue. This error is commonly associated with Multi-Factor Authentication (MFA), particularly when SMS or phone verification is blocked by Microsoft’s security and phone reputation controls. 

When this happens, the sign-in process cannot be completed successfully, which in turn prevents access to the Volume Licensing portal even if the account itself has the correct licensing role assigned. 

To move toward a resolution, I suggest the following steps: 

1/ Contact other IT admins 

• If you're an admin, please check to see if there are other IT admins in your organization who can help you with the reset MFA for your account and you can share the steps outlined in the article Manage user authentication methods for Microsoft Entra multifactor authentication. This will help them assist you in resetting your MFA settings and restoring access to your account.  

Once your 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.  

2/ Contact Microsoft Data Protection Support by phone 

• If you're the only admin, in this situation, the Microsoft Data Protection Team has tools and processes in place to verify identity and regain access to administrator accounts. You can try reaching out to our Global Customer Service phone to raise a request for resetting your authentication method here: Customer service phone numbers - Microsoft Support.  

  

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.    

 

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

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)    

  

IVR: What kind of problem are you concerned about?   You: Authenticator.    

A: What products do you use?   You: Office 365 for business. 

Verification: Education or company account?   You: For companies 

IVR: Are you an administrator?    You: Yes. 

IVR: Are there any other administrators in your organization?    You: 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. 

3/ Create a new tenant to submit a support ticket 

If you cannot reach a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription and submit your request from there.      

  

To set up a new tenant, please follow these steps below: 

  

Visit Microsoft 365 Business Plans and Pricing | Microsoft 365. This would allow you to create a new tenant following the prompts provided. Once set up, you 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 your previous tenant.       

  

Follow the guided setup process to create a new account for a new tenant.   

  

Once your tenant is created, you should be able to access the support portal and submit your ticket referencing your locked account without further issues 

  

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

  

"Hello, I’m unable to access our Microsoft 365 tenant and Volume Licensing information due to an identity verification issue during sign-in. The process fails with Error Code 399287, which prevents me from completing multi-factor authentication and accessing the admin portal. 

I am the administrator for this tenant and would appreciate assistance from the Microsoft Support or Data Protection team to verify my identity and restore access. 

This issue is urgent as it impacts our ability to manage licenses for business operations. I’m available to provide any required verification or documentation."   

  

Ticket Support: In the Microsoft 365 Admin Center > Support > Help & Support. You can raise support ticket at https://admin.microsoft.com/#/support/requests     

  

Please remember to cancel the trial subscription after your issue is resolved, as this will help you avoid any accidental billing. You may prefer the following resource for detailed instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn 

  

I hope this helps you regain access to your account quickly. 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 helpful, kindly consider marking it as the accepted answer. 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 you have any extra questions about this answer, please click "Comment".   

Note: Follow the steps in our documentation to enable email notifications if you want to receive email notifications related to this topic.

Answer 2

Error code 399287 during identity verification is related to multi-factor authentication (MFA), particularly SMS verification issues. The resolution requires direct intervention from Microsoft support to adjust the account’s authentication and/or volume licensing profile.

Use the following steps:

1. Open a volume licensing support case online
   1. Go to the online support request form: https://support.serviceshub.microsoft.com/supportforbusiness/create?sapId=2afa6f15-b710-db46-909a-8346017c802f.
   2. Under Product or service you need help with, select the appropriate agreement type (for example, Enterprise Agreement or the type used for the company’s VL purchase).
   3. Under Which category best describes the issue, select the category closest to “Volume Licensing access” or “Account / permissions.”
   4. Under Types of Support, select Professional No Charge.
   5. Enter location, time zone, and preferred contact method (phone or email).
2. Describe the issue and include all identifiers
   1. In the issue description, include:
      • Error Code: 399287
      • Request Id, Correlation Id, and Timestamp from the error
      • That SMS verification fails and no alternative MFA is offered
      • That access to Volume Licensing information in the Microsoft 365 admin center is blocked.
   2. Provide the Volume Licensing agreement identifiers:
      • VL agreement (License ID) number(s), if available
      • Company name (Sultan Gardens Resort)
   3. Attach a screenshot of the error page showing error code 399287 and the sign-in context (with any sensitive data redacted as needed).
3. Provide contact and profile details
   1. Ensure the case lists:
      • The business email address associated with the VL agreement (for example, the admin email domain @sultangardens.com).
      • The sign-in ID used to access the Microsoft 365 admin center.
   2. Submit the case and note the case number. Support will respond within business hours.
4. If access to the Microsoft 365 admin center is available
   • In the Microsoft 365 admin center, go to Help & support.
   • In the query box, type “manage volume licensing” plus a short description of the 399287 MFA error.
   • If self-help results do not resolve the issue, select Contact Support.
   • Provide a description, License ID or VL agreement number, and preferred contact method, then select Contact me.
5. If the VL admin account itself is blocked by MFA
   • Indicate clearly in the support request that the primary VL admin account cannot complete MFA due to error 399287 and that alternative verification or MFA reset is required.
   • Be prepared to verify ownership of the VL agreements (License ID, business email on the agreement, company details) so support can adjust the profile or MFA settings.
6. Optional: Phone contact (after case creation)
   • After obtaining a case number, optionally call the regional Volume Licensing support number listed for the country/region to expedite triage. Have the case number and VL agreement number ready.

For similar MFA-related issues (like 399287), Microsoft 365 support has resolved them by working directly with the Data Protection or identity/MFA support teams to correct the phone/SMS reputation or adjust MFA methods on the affected work account. Opening a formal support case with full identifiers is required; this cannot be fixed solely through self-service.

---

References:

• Contact volume licensing support
• Sign in to the Microsoft 365 admin center for volume licensing
• Get support for Microsoft 365 for business
• 399287 - Microsoft Q&A Unable to Verify Identity for Azure Login – Error 399287
• How can I recover my purchased Microsoft SQL 2019 license? - Microsoft Q&A
• SQL volume license not available - Microsoft Q&A
• account unavilable - Microsoft Q&A