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I'm having a problem logging in with MFA. "Verify your identity Sorry, we're having trouble verifying your account. Please try again. View details"

Maarten D 0 Reputation points
2025-08-28T05:06:53.6133333+00:00

I am having problems logging in to my Office365 account (different email address than the one that I'm using to access this portal). More specifically, MFA is failing.

I recently lost my Microsoft Authenticator app due to a broken smartphone, so I indicate to sign in in another way and request to send me a text auth code. I see my partly blocked out phone number, Text +XX XXXXXXX55‎. When I click on that, I get the message:

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

There is no other option, so I'm currently blocked out of my account. How can I fix this?

@Raja Pothuraju looping you into this. I saw that you requested to tag this as EntraID, but in my case it's Office365. Should I share any more details with you?

Microsoft Security | Microsoft Entra | Microsoft Entra ID

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  1. Raja Pothuraju 32,395 Reputation points Microsoft External Staff Moderator
    2025-08-28T20:37:10.1+00:00

    Hello Maarten D,

    Thank you for sharing your details via private message.

    I’ve reached out to the engineering team regarding the MFA issue on your account. They have now unblocked it from the backend and cleared the bad reputation associated with it. You should be able to log in to the Azure Portal without any issues.

    Please try signing in and verify if you can complete SMS authentication successfully. Let me know if you encounter any problems.

    As a best practice, I recommend registering the Microsoft Authenticator method for your account instead of relying on SMS. SMS and voice call authentication methods are more vulnerable to IRSF attacks (telephony fraud) and are generally less secure.

    For better practice, I recommend registering with Microsoft Authenticator method to your account instead of SMS method as these SMS/Voice telecom auth methods are susceptible to IRSF attacks telephony fraud.

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

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