Forum Discussion
I have trouble with phone number and Microsoft Authentication when login. Where can I find support?
Hello,
Currently, I am unable to log in to my email address removed for privacy reasons account. I have the password. I have a backup email address, but when I try to log in, at the authentication step, I don't have the option to receive the OTP code via email.
I can only choose to have it sent to my phone number or the Microsoft Authentication app.
But when I tried sending it to the phone number, I got the following error:
Error Code: 399287
Request Id: 4d13566b-7aa4-4b3f-a03b-0c9416841000
Correlation Id: 019f785d-514f-7eaa-b1a3-ee66302634ae
Timestamp: 2026-07-19T03:13:40Z
Also, I can't access the Microsoft Authentication app because I've changed devices multiple times.
I couldn't find the support form, so I replied to this email.
With the admin account password and backup email, how can I log into the admin panel?
Sincerely,
Thang
1 Reply
Your password and backup email do not bypass the authentication methods registered for the Entra administrator. A recovery email is not automatically offered as MFA, which explains why only the old phone and Authenticator appear. If another Global Administrator or Privileged Authentication Administrator exists, ask that administrator to remove the stale methods, require re-registration, or issue a Temporary Access Pass so you can register a new device. Microsoft supports a Temporary Access Pass for recovery when a strong method is lost. If this is the only tenant administrator, there is no self-service MFA bypass. Contact Microsoft support, state that every administrator is locked out, and provide the tenant ID, verified domain, ownership evidence, error code 399287, request ID, correlation ID, and UTC timestamp. Do not create a replacement tenant. After access is restored, maintain two cloud-only emergency administrator accounts and register more than one strong method for each administrator.
