MFA, SMS Error Code: 399287

Question

MFA, SMS Error Code: 399287

LorenzoPifferi-2348 0

I have been blocked due to “bad reputation” when trying to access via SMS from a new phone (the old one has a broken touchscreen). There seems to be no way to receive any support. Is anyone able to help me regain access to the account I’m paying for? Thank you.

0 commenti

2 risposte

Risposta

Answer 1

Eliminata

Questa risposta è stata eliminata a causa di una violazione del codice di comportamento. La risposta è stata segnalata manualmente o identificata tramite il rilevamento automatizzato prima dell'esecuzione dell'azione. Per ulteriori informazioni, fai riferimento al codice di comportamento.

I commenti sono stati disattivati. Ulteriori informazioni

Answer 2

Anonimo

Dear @LorenzoPifferi-2348,

Thank you so much for contacting Microsoft Q&A Forum.

Based on your description, I understand that the issue you are facing which is being blocked from SMS-based login due to a "bad reputation", is related to Microsoft's PhoneReputation service, which is part of Azure Multi-Factor Authentication (MFA). Microsoft uses an internal service called PhoneReputation to assess the trustworthiness of phone numbers used for MFA. If a number is flagged as having a "bad reputation," it gets blocked from receiving SMS verification codes. Here are a few suggestions that may help resolve the issue:

1.Normally, if you still have access to your previous phone, try opening the Authenticator app there. You may be able to retrieve a verification code or approve the sign-in request. So this will be a solution if you still have old phone, but you cannot use it due to broken screen, please take it as an experience.

2.Use an alternative verification method: select “I can’t use my Microsoft Authenticator app right now.” This may allow you to verify your identity via email because SMS was failed, assuming those backup methods were previously set up.

3.If the above method doesn’t work, you should reset your MFA. Also, I don't know your account is personal account or business (work or school) account. Therefore, I suggest for both types:

If you use personal account:

Using Microsoft recovery form: Help with the Microsoft account recovery form - Microsoft Support
Reach out to phone number via: Customer service phone numbers - Microsoft Support
Use another Microsoft personal account to raise the ticket via: Contact - Microsoft Support

If you use business account:

may I know if you know any other Global Administrators in your organization?

If yes, please ask them to follow this article to proceed to reset your 2FA so that you could re-register again: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn
If no, then you are the only Global Administrator and you are completely locked out from the tenant. You might need to contact us via phone service number: Customer service phone numbers - Microsoft Support. The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to Data Protection team who could help you to regain access.

Please note that this team is always overwhelmed, so you might need to wait for them to call you, this should take 3-10 working days. I know that this is not a convenient solution to hear but it seems to be the only way, and it's recommended that you should have a secondary/backup Global Administrator to fix this issue on your own.

I hope for your understanding and patience in this matter as I really want to help you. However, this issue is beyond of my control because I'm limited in my forum moderator role and cannot access the internal databases to help you directly. So, please kindly contact Microsoft Support team for the most efficient help.

Wish you a pleasant 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.

Immagine dell'utente

LorenzoPifferi-2348 0 Punti di reputazione

2025-08-12T11:55:48.7+00:00

The chatbot at the Italian number is not able to unlock my account. It just tell me access related problems can be fixed online, but I need to login first, which is not possible. I am trying to open a ticket but the chatbot is not letting me, please, can you forward the request, I will specify the account I need to recover if anyone will be able to call me damn
Anonimo

2025-08-12T13:35:22.99+00:00
Dear @LorenzoPifferi-2348,

Good day! Thank you so much for update to Microsoft Q&A Forum.

With recovering account access, only Microsoft Support can help you. The forum moderator can not have access to the internal databases to solve it for you. So please kindly review my suggestions. I have already guided you for both scenarios:

1.If your account is Personal Account (usually ends in @outlook.com, @hotmail.com, @live.com, or any custom domain you registered with Microsoft), you can follow these methods:

Using Microsoft recovery form: Help with the Microsoft account recovery form - Microsoft Support

Reach out to phone number via: Customer service phone numbers - Microsoft Support

Use another Microsoft personal account to raise the ticket via: Contact - Microsoft Support

2.If your account is Business Account (work or school account: often uses a company or school domain, like @yourcompany.com or @university.edu), you will follow these suggestions:

Do you know any other Global Administrators in your organization?

If yes, please ask them to follow this article to proceed to reset your 2FA so that you could re-register again: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn

If no, then you are the only Global Administrator and you are completely locked out from the tenant. You might need to contact us via phone service number: Customer service phone numbers - Microsoft Support. The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to Data Protection team who could help you to regain access.

Please kindly check your Microsoft account type first and follow the suitable solutions above.

I hope for your understanding in this situation because Microsoft Support is the only way to solve this issue.

And if you found my answer and response were helpful in any way, it'd be great that you can mark it as an accepted answer. Your action can help others in our community who find the same issue and it can build our platform stronger every day.

Once again, thank you for your patience and apologize for the delay.
Anonimo

2025-08-13T06:20:04.8133333+00:00

Dear @LorenzoPifferi-2348,

I would like to kindly follow up to ask whether the solution I provided has addressed your concern. If not, please feel free to share any additional details so that we can work together to resolve the issue effectively.

If the response was helpful, it’d be great if you could mark it as an accepted answer. This helps others in the community who may be facing similar challenges and it can build our platform stronger.

Thank you for your time and understanding!
LorenzoPifferi-2348 0 Punti di reputazione

2025-08-13T07:21:34.8233333+00:00

Dear @Anonymous after more than 24 hours the microsoft account I pay for is not reachable. Microsoft support keep saying on chat to fill the form to recover my account, but that form is helpless for MFA related problems (as stated in the form itself).

Italian microsoft phone number has a chatbot who redirect me to same form.

As far as I do not have any other recovery methods associated with that account, I am locked out by MFA, who refuse to send code via SMS for bad reputation error.

At the moment the only solution is to repair my old phone touchscreen to get back to that authenticator. If so, when I will get back to my files, I will remove them from MS platform and possibly close the contract.

If anyone of the Italian support is able to write at my email, or contact me, I can send them my id documents to unlock the mfa.

Regards
Anonimo

2025-08-13T08:55:05.8033333+00:00

Dear @LorenzoPifferi-2348,

I appreciate your update to Microsoft Q&A Forum.

I would like to clarify your current situation in details: the recovery form is used for personal account, not for business. So, your account cannot use it if it is business account.

In this case, I see that your account may be business account so normally, there are 2 methods that can help you:

1.Contact your Global Administrator to reset MFA if you are not Global Administrator.

2.If you are the only Global Administrator, you have to contact Microsoft Support team (I mentioned in my previous answer).

I appreciate that you called business user line via Customer service phone numbers - Microsoft Support.

However, you mentioned that the Italian line did not work well and you could not raise a support ticket in Microsoft 365 Admin Center because you only have one Global Administrator account (it is locked out of your tenant at the moment). Therefore, I have the last method that can help you in this case:

You can submit a support request after registering a free trial here : Microsoft 365 Business Plans and Pricing | Microsoft 365

Please note: this method does not ask you to use new account, it helps you to use other global admin account to raise support ticket because you only have 1 global admin account which were locked out due to MFA issue. This temporary Global Admin account is free for 1 month and please remember to delete it after you finish to submit MFA support for your main Global Admin account in order to avoid automatically renew from Microsoft system.

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.

You can follow this link for more instructions: Get support - Microsoft 365 admin | Microsoft Learn

Should you have any further questions or require additional assistance, please do not hesitate to reach out. I still follow up with you in this situation.

And if the response was helpful, it’d be great if you could mark it as an accepted answer. This helps others in the community who may be facing similar challenges and it can build our platform stronger.

Once again, thank you for your patience and sincerely apologize for the delay.
Anonimo

2025-08-15T06:57:32.82+00:00

Dear @LorenzoPifferi-2348,

Just following up to see if the info I shared helped out with your MFA issue.

If you’ve got any updates or still need help, feel free to give me a shout, I’m happy to dig into it more with you. Also, I hope for your understanding that this issue is related to personal data so that only Microsoft Support team can help you. All of my suggestions are the only way that help you reach to them.

And if everything’s sorted, mark it as an accepted answer. It could be a big help to others in our community who might run into the same thing and make our platform stronger every day.

Once again, thank you for your understanding and patience.
Anonimo

2025-08-18T06:41:02.45+00:00

Dear @LorenzoPifferi-2348,

I just want to check if you need anything else for your issue and I would like to know if my answer can help you to resolve it.

Please kindly check my answer and feel free to contact at any time in order to let me know your feedback. This will help our community stronger.

Thank you for your time and cooperation!
LorenzoPifferi-2348 0 Punti di reputazione

2025-08-29T09:55:30.41+00:00

Dear @tino-t I was able to open a ticket using the free trial business account, even though it will start charging me in a couple of weeks. I hope I’ll receive proper assistance before ending up paying for two accounts while having access to none.

What really bothers me right now is that I’d rather wait for assistance than create additional fake accounts within my business subscription just to use them as a backup. Once an MFA biometric device is lost, no other methods should be available for proper security. I also can’t rely on device redundancy, as the costs would simply be too high for my needs.

So I’m considering how and where I should store my data once I regain access, because in such a bad scenario the recovery time is unreasonably long.

Thank you anyway for the suggestion.
LorenzoPifferi-2348 0 Punti di reputazione

2025-09-04T18:25:54.0866667+00:00

@Anonymous I could open service requests (2 of them), asking for help, thank you.

But after 3 weeks no one was able to offer support (just a mail on 15th of august, that is a kind of humiliation in Italy).

In an urgent need to access my tasks on september, I had to repair the crashed phone to access the authenticator and move it to the new device. If the mobile get stolen without a proper recovery strategy, a single user may not access his own files for weeks.

Thank anyway for your kind support.
Anonimo

2025-09-05T06:44:28.09+00:00

Dear @LorenzoPifferi-2348,

I really apologize for everything that happened to you.

And I'm very happy to know that you also tried my suggestions and still give me your updates until now. However, I still feel sad that I cannot help you directly with this issue. I tried to consult with my experienced colleagues, but it is truly beyond of my limitations.

I am truly sorry about it and the delay of the Microsoft Support in Italy.

In the bright side, your case will be an example and you have raised your voice in this issue. So, if I have a chance to have your contribution to our community, you can upvote it so that other Italians in our community who find the same issues can consult and make a huge attention to the Microsoft Support team for improvement of their service.

With this action, our platform can be stronger every day.

Once again, I sincerely appreciate your time and understanding. If you still need anything, I'm still here.