Couldn't login in Azure Portal - Unable to verify my identity (Error:500121)

Question

Couldn't login in Azure Portal - Unable to verify my identity (Error:500121)

one vir 20

Dear Microsoft Team,

I am experiencing an issue while trying to log in to my Azure account. Although I can successfully sign in to my Microsoft account, when attempting to access Azure, I am prompted to verify my identity. However, when I select phone verification, I receive the following error message:

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

Error Code: 500121

Request Id: 115eeaec-546f-4d77-b758-9366a5540a00

Correlation Id: 82b85ab0-2ca8-4334-a082-c899b4efe99a

Timestamp: 2025-07-13T16:37:11Z

Could you contact me and remove MFA on my account so I can login again.

Raja Pothuraju 47,840 Reputation points Microsoft Employee Moderator

2025-07-13T17:10:44.6966667+00:00
Hello one vir,

Based on your description, it appears that you are unable to log into the Azure Portal due to an incomplete MFA process. Since the device registered for second-factor authentication are not getting any MFA prompts, you are unable to complete the authentication.

In such scenarios, another Global Administrator can help to re-register MFA on a new mobile device. However, since you mentioned that you are the only Global Admin in the tenant, this qualifies as a tenant lockout scenario. To resolve this, we need to engage the Data Protection team via a support ticket to unblock your access.

To proceed, I will need a few details from you. As this information contains Personally Identifiable Information (PII), please share the following details via private message:

Contact phone number (add +Country code)

Contact email address

Global admin email address (affected account)

Country

TimeZone

Please send me the detail via private message.

We can then connect offline to discuss further and assist you in resolving this issue.

Answer accepted by question author

Raja Pothuraju 47,840 Microsoft Employee Moderator

Hello one vir,

The issue pertains to a tenant lockout, where no other global admin in the tenant has the necessary permissions to re-register MFA.

To resolve this, we have engaged our Data Protection team through a support ticket. They will reach out to you via email or phone to help restore access to the tenant and assist in resolving the issue.

Once the issue has been resolved by our support team, please feel free to revisit and kindly click "Accept Answer," as this will be helpful to other community members facing similar issues.

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Your answer

Raja Pothuraju 47,840 Reputation points Microsoft Employee Moderator

2025-07-13T17:10:44.6966667+00:00

Hello one vir,

Based on your description, it appears that you are unable to log into the Azure Portal due to an incomplete MFA process. Since the device registered for second-factor authentication are not getting any MFA prompts, you are unable to complete the authentication.

In such scenarios, another Global Administrator can help to re-register MFA on a new mobile device. However, since you mentioned that you are the only Global Admin in the tenant, this qualifies as a tenant lockout scenario. To resolve this, we need to engage the Data Protection team via a support ticket to unblock your access.

To proceed, I will need a few details from you. As this information contains Personally Identifiable Information (PII), please share the following details via private message:

Contact phone number (add +Country code)

Contact email address

Global admin email address (affected account)

Country

TimeZone

Please send me the detail via private message.

We can then connect offline to discuss further and assist you in resolving this issue.

Answer 1

one vir 20

i have sent you the required details. Kindly check.

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