Sole Global Administrator Locked Out - MFA Error 399287

Question

Sole Global Administrator Locked Out - MFA Error 399287

Xristoforos 0

Hello,

I am the sole Global Administrator of a Microsoft 365 Business Standard tenant and I am currently locked out of my account.

My password is accepted successfully, but the sign-in process fails during SMS verification. I receive the following error:

Error Code: 399287

I do not have access to any alternative authentication method (Authenticator app, security key, alternate phone, etc.), and because I am the only Global Administrator, I cannot access the Microsoft 365 Admin Center to reset MFA settings.

I have also encountered AADSTS50173 errors while attempting to access Microsoft 365 administration pages.

Could a Microsoft representative advise on the correct recovery process for a tenant where the sole Global Administrator is locked out due to MFA issues?

Thank you.

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Answer 1

Please note that this forum is not Microsoft support, this is a user-to-user support forum. Therefore, I cannot directly escalate this for you. However, I can guide you how to contact Data Protection team.

Please note that this is the el-gr forum. I kindly recommend posting your question in Greek so that more community members can assist you. Alternatively, you may consider posting in the English forum if you prefer to use your native language.

Hi @Xristoforos

In this situation, you will need to contact Data Protection team. They can help you regain access to your tenant.

Please visit the following page and reach out to phone number via: Customer service phone numbers - Microsoft Support

From what I know, you will need to get past the initial AI system to reach the live support team. You can refer to the guide below for tips on how to get through more easily: User's image

If you have tried phone support and it's not working, please follow this link to create a trial tenant: https://www.microsoft.com/microsoft-365/business/microsoft-365-business-basic?msockid=3eb6980b5c6860e63a588d0c5d1761d6 - after that you will be able to access to Microsoft 365 Admin Center to raise the ticket

Assuming that you have already created an account after registering a free trial and you can go to Microsoft 365 admin center and click "Help & support" icon to raise your ticket.

User's image

Please mention that you are raising ticket on behalf of the affected tenant that you do not have access to.

Note: This process will take more time than usual (7-14 working days) for your account to get access again as Data Protection is always overwhelmed with the number of tickets.

On the other hand, if you do create the trial and it resolves the issue, please remember to cancel the subscription afterward to avoid any related charges.

I hope my information is helpful. Please give me any updates once you get this resolved.