We are currently having trouble verifying your account. Please try again. Error #399287

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We are currently having trouble verifying your account. Please try again. Error #399287

Razvoj Independent 30

Hi!

As many other before me, we are having trobuble login in to our account. We can reset our password successfully but can't login because of the povided error.

We known our recovery email and our recovery phone number. Even recovery does not work if we use the phone number. With email it works, but this does not help us, because we known the password.

Please help.

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Answer 1

Jade Ng 1,720 Microsoft External Staff Moderator

Dear @Razvoj Independent,

Welcome to Microsoft Q&A Forum!
According to your description, I understand that you're having trouble logging into your account.

Firstly, could you please tell me if you can log in to Microsoft's security-info page to reset your MFA or add a new authentication method. Are you an admin or a user? And do you have the other administrator in your organization?

If you can log in to the security-info page, please use the security-info page to reset the verification method. See Reset your work or school password using security info Untitled If you are the user, please contact your IT admin to log in to the Entra Admin Center to reset or remove your verification method.

If you are the only administrator of the organization, in this case, you need to contact Microsoft Support directly by phone. You can find the appropriate customer support number here: Customer service phone numbers - Microsoft Support

Please feel free to reach out if you have any questions or need further clarification.

Your understanding and co-operation are highly appreciated. Thank you for your precious time. Have a nice day!

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread. User's image

Jade Ng 1,720 Reputation points Microsoft External Staff Moderator

2025-08-14T23:52:18.31+00:00

Dear @Razvoj Independent,

Good day and I hope you're doing well. I just wanted to check in and see if the issue has been resolved.

If you're still facing any problems, please feel free to share more details about the current error or steps you're stuck on. I’ll be happy to assist further.

Looking forward to your update.
Jade Ng 1,720 Reputation points Microsoft External Staff Moderator

2025-08-18T00:09:01.0166667+00:00

Dear @Razvoj Independent,

I hope this message reached you.

This is my second time reaching out to check if your issue has been resolved. I really want to make sure your experience is as smooth as possible. If your issue persists or if you encounter any new difficulties, please share more details about the current steps you are taking. I am always happy to assist you whenever you need.

While waiting for your response, I will also be monitoring other customer questions on the forum to assist them. If you have any further questions or updates, please tag (@Jade Ng) in the reply so I can assist you more promptly and thoroughly.

I look forward to hearing from you soon.
Razvoj Independent 30 Reputation points

2025-08-18T05:13:02.8766667+00:00

Dear Jade Ng.

Firstly, thank you for your response, but the problem may be in an invalid phone number or the phone number was blocked by Microsoft.

Secondly, I have reached out to the Microsoft support team, and they are now actively working on it.

Lastly, I can't administer this account because this account is an administrative account. It was created during the initial Microsoft product registration with the help of our Microsoft product provider.

I will post an answer when they help me resolve my issues.
Jade Ng 1,720 Reputation points Microsoft External Staff Moderator

2025-08-18T05:28:01.32+00:00

Dear @Razvoj Independent,

Thank you for your patience and understanding during this time.

Since receiving your concern, I have reported it to the back end. And I am happy to help you if you have any further questions.

If you think my reply is helpful to you, please remember to mark it as an answer.

As other users will also search information in this community. Your valuable vote will definitely also help other users who have similar queries easily to find the correct channel and useful information more quickly.

Greatly appreciate again for your patience and understanding.
Razvoj Independent 30 Reputation points

2025-08-18T09:02:33.99+00:00

This part of the answer is the key:

If you are the only administrator of the organization, in this case, you need to contact Microsoft Support directly by phone. You can find the appropriate customer support number here: Customer service phone numbers - Microsoft Support

After that, Microsoft handles the rest.

Answer 2

Razvoj Independent 30

Here is the final update.

Because this is our only global admin account and is locked out of the tenant, this is out of scope for M365 Identity.

Hence, Microsoft support has routed this case to a data protection team, which will be able to assist us better.

So to conclude, if you experience an error like ours, it's best to contact Microsoft support directly, and they will route the case to the appropriate help team.

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We are currently having trouble verifying your account. Please try again. Error #399287

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