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

It seems you are experiencing issues with account verification after replacing your phone. The error message indicates that you may not be able to receive SMS for recovery, which is likely causing the problem with accessing your email.

Here are some steps you can take to resolve this issue:

1. Contact Your Administrator: Since you are unable to receive SMS for verification, it is best to reach out to your IT administrator. Provide them with the error code (399287), request ID, and correlation ID you received. This information will help them diagnose the issue more effectively.
2. Check Your Mobile Phone Number: Ensure that your mobile phone number is correctly set in your account settings. If it is not, your administrator can update it for you.
3. Alternative Verification Methods: If you have set up alternative verification methods (like an authenticator app), try using those to regain access.
4. Self-Service Password Reset: If your organization allows it, you may also try using the self-service password reset feature, but this may require access to your registered mobile number.

If these steps do not resolve the issue, your administrator may need to assist you further.

References:

• "We could not verify your account" error when you try to reset your admin password in Microsoft 365, Intune, or Azure
• Fix Outlook connection problems for Microsoft 365 account

The AI answer is not helping.

I need human assistance

Hi @WM 

Welcome to Microsoft Q&A forum.  

The error code 399287 typically indicates that your multi-factor authentication (MFA) method has been blocked due to a bad reputation associated with the phone number you use for verification.   

To better assist you, could you please clarify the following:  

• Have you previously set up the Microsoft Authenticator app on any device for this account, or is this your first time trying to sign in?    
• If so, are you currently using the same device where you originally registered the Authenticator app? Have you recently switched to a new device? 

Scenario 1: If you're a user or there's another available administrator beside you.  

When your company enforces multi-factor authentication (MFA) and only allows verification through the Microsoft Authenticator app, the system will not display other options such as SMS, email, or phone call unless those methods have been configured by your administrator. That’s likely why you're being prompted exclusively for the Authenticator app.   

If you haven’t installed the app yet, you can follow this official guide to get started: How to add your accounts to Microsoft Authenticator - Microsoft Support 

You can also refer to this article for instructions on signing in using the app:  Sign in using Microsoft Authenticator - Microsoft Support   

If you need further assistance, you can reach out to your IT administrator and 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 this is done, you’ll be prompted to set up MFA again on your new device during your next sign-in.  

Scenario 2: If you are the sole Global Administrator on the tenant, please follow the steps outlined below to proceed with account recovery and regain access. 

Option 1: Contact Microsoft Data Protection Support by Phone (Primary Method)   

To regain access to your admin account as you can't access the Admin Portal, 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. During the call, request to speak to an agent, and share with them every detail related to your query and also mention that you are the only admin lost access to your account. This should allow you to contact the appropriate team so you can solve this incident as soon as possible.  

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

• In some countries, it is an automated conversation like:  
• IVR: What kind of problem are you concerned about?        
• You: Authenticator.        
• IVR: What kind of product do you use?        
• You: Office 365 for business.        
• IVR confirmation: education or company account?        
• You: For companies        
• IVR: Are you an administrator?        
• You: Yes.        
• IVR: Do you have another administrator in your organization?        
• You: No.        
• IVR: Do you need a... Service request?       
• You: Yes. I need to create a ticket. Please send me direct to the Data Protection Team.   

Option 2: Create a Temporary Account (Trial Tenant) to Submit a Support Ticket (Alternative Method)  

If you still cannot reach to a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription. This would allow you to create a new tenant following the prompts provided. To set up a new tenant, please follow these steps: 

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.  

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 once your issue is resolved to avoid any unintended charges.     

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 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. 

I just got a new iphone and transferred all my data and other email addresses but this one.

since first day it causes issues.

also tried to recover from my pc and its impossible.

its requiring the authenticator in order to login and my phone number cant get sms due to error as well.

its a business account so i must recover it asap.

thanks

Same as for authenticator, i was able to use it on my newer device.

all accounts switched to my new device expect this one.