Unable to Verify Identity for Microsoft 365 Login – Error 399287

Question

Unable to Verify Identity for Microsoft 365 Login – Error 399287

Formador 1 Formador 20

Dear Microsoft Support Team,

I'm trying to sign into the Microsoft 365 portal. I can´t sign in to my Microsoft account, as im prompted to verify my identity via SMS. However, I receive the following error message:

“Sorry, we’re having trouble verifying your account. Please try again.”

Error Code: 399287

Request Id: 31901762-fd72-4e92-9a93-a980c7556300

Correlation Id: 8d2a892b-7d65-4e1f-aaa0-e3f132d93e66

Timestamp: 2025-12-10T16:56:47Z

I have already tried alternative login methods but have been unable to complete the identity verification process. I would appreciate your assistance in resolving this issue as soon as possible as it is a business account. It would be great if you could unblock the number to the account. Or let me use an alternatie method (Example - other email)

(i am using another email to post this question since i am not able to access my business account)

The bussiness acount i can't access is the admistrador of my account

Thank you for your kind support

Best Regards,

Rukmini 11,470 Reputation points Microsoft External Staff Moderator

2025-12-10T17:05:28.7966667+00:00
Hello Formador 1 Formador, Please share the following details over private messages so we can assist you further:

Email address

Phone number

Tenant ID

Country

Country code

Screenshot of the error
Formador 1 Formador 20 Reputation points

2025-12-10T18:37:03.09+00:00

sent. thank you Rukmini
Tee Guan Pang 20 Reputation points

2025-12-12T15:50:55.8166667+00:00

I would need this help as well, thank you
Rukmini 11,470 Reputation points Microsoft External Staff Moderator

2025-12-12T18:16:05.24+00:00

Hello Tee Guan Pang,

I recommend creating a new thread on the same Q&A forum with as many details about your issue as possible. This will ensure better visibility within the community.

Please create a new Q&A post at https://dori-uw-1.kuma-moon.com/en-us/answers/questions/ask/ and select the Microsoft Security | Microsoft Entra | Microsoft Entra ID tag when submitting your question and tag me over new post.
Tee Guan Pang 20 Reputation points

2025-12-13T02:35:58.4533333+00:00

I had posted, and hopefully it works

Answer accepted by question author

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Rukmini 11,470 Reputation points Microsoft External Staff Moderator

2025-12-10T17:05:28.7966667+00:00

Hello Formador 1 Formador, Please share the following details over private messages so we can assist you further:

Email address

Phone number

Tenant ID

Country

Country code

Screenshot of the error
Formador 1 Formador 20 Reputation points

2025-12-10T18:37:03.09+00:00

sent. thank you Rukmini
Tee Guan Pang 20 Reputation points

2025-12-12T15:50:55.8166667+00:00

I would need this help as well, thank you
Rukmini 11,470 Reputation points Microsoft External Staff Moderator

2025-12-12T18:16:05.24+00:00

Hello Tee Guan Pang,

I recommend creating a new thread on the same Q&A forum with as many details about your issue as possible. This will ensure better visibility within the community.

Please create a new Q&A post at https://dori-uw-1.kuma-moon.com/en-us/answers/questions/ask/ and select the Microsoft Security | Microsoft Entra | Microsoft Entra ID tag when submitting your question and tag me over new post.
Tee Guan Pang 20 Reputation points

2025-12-13T02:35:58.4533333+00:00

I had posted, and hopefully it works

Answer 1

Rukmini 11,470 Microsoft External Staff Moderator

Hello Formador 1 Formador,

Thank you for sharing your details(user's email address, tenant id, phone number, country code and country) with us over Private Message

I have reached out to the engineering team to unblock MFA for your account. They have now unblocked it from the backend and removed the bad reputation on it. You should be able to log in to the Azure Portal without any issues.

Please try logging in and check if you can complete SMS authentication without any errors. Let me know if you encounter any issues.

I hope this information is helpful. Please feel free to reach out if you have any further questions.

If the resolution was helpful, kindly take a moment to accept the answer and upvote it 👍 it as a token of appreciation.

Formador 1 Formador 20 Reputation points

2025-12-10T19:43:11.5733333+00:00

thank you! is solved

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Unable to Verify Identity for Microsoft 365 Login – Error 399287

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