Unable to sign in due to MFA phone issue – Need MFA reset for M365 Nonprofit tenant

Question

Unable to sign in due to MFA phone issue – Need MFA reset for M365 Nonprofit tenant

VASILEIOS GKOPIS 20

Hello,

I am the administrator for a Microsoft 365 Nonprofit tenant (epropsi.onmicrosoft.com) and I am completely locked out due to an MFA issue.

The problem: The SMS verification code is not being delivered to the phone number currently registered for MFA on my account ([Moderator note: Personally Identifiable Information removed]@epropsi.onmicrosoft.com]). Every login attempt fails at the MFA step with Error Code 399287. I cannot bypass it because the only registered MFA method is the phone number that is no longer working.

What I have already tried:

Microsoft Nonprofits support chat — they could not reset MFA directly and redirected me to file a support case
I have opened support case #****[Moderator note: Personally Identifiable Information removed] (Severity C, submitted today)
I cannot access the Entra admin center because login itself requires the broken MFA method — it's a circular lock

What I need: A Microsoft support agent or Global Admin recovery process to reset/remove the MFA method on my account so I can register a new phone number and regain access to the tenant.

Error details:

Error Code: 399287
Request Id: [Moderator note: Personally Identifiable Information removed]
Correlation Id: [Moderator note: Personally Identifiable Information removed]
Timestamp: 2026-06-19T05:57:50Z

Has anyone gone through a similar recovery process for a Nonprofit tenant? Any advice on what documentation Microsoft typically requires to verify identity in this situation would be greatly appreciated.

Thank you.

João Gonçalves 0 Reputation points

2026-06-23T13:57:56.62+00:00

I have EXACTLY the same problem.

But I haven't yet figured out how to get help. I tried to call support number for Portugal (+351213164094) but the AI was not able to help and unable to transfer to a human.

I can access apps like outlook or teams, but anything to do with admin asks for 2FA which does not work (error 399287).

Also, I am able to go through the process of changing the password using an alternate email address for verification, but this will not fix the problem with 2FA via SMS (it only changes the password).

Where can I open a support case? Or how can I get help to overcome this situation?

Thank you!
Jess-Q 12,795 Reputation points Microsoft External Staff Moderator

2026-06-23T14:43:58.5966667+00:00

Hi @João Gonçalves

I understand your issue is similar to the original poster’s scenario.

However, this thread is currently being used to assist another user, so to keep things organized and make sure your case gets proper attention, it would be best to create a separate Q&A thread for your issue.

When you create your own thread, you’ll be the original poster, which also allows options like private messaging if needed once a support ticket is involved.

To create your thread: go to Microsoft Q&A, click “Ask a question”, select Microsoft 365 and Office | Subscription, account, billing | For business | Other as the product/tag

Thanks for helping keep the forum organized

Answer accepted by question author

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João Gonçalves 0 Reputation points

2026-06-23T13:57:56.62+00:00

I have EXACTLY the same problem.

But I haven't yet figured out how to get help. I tried to call support number for Portugal (+351213164094) but the AI was not able to help and unable to transfer to a human.

I can access apps like outlook or teams, but anything to do with admin asks for 2FA which does not work (error 399287).

Also, I am able to go through the process of changing the password using an alternate email address for verification, but this will not fix the problem with 2FA via SMS (it only changes the password).

Where can I open a support case? Or how can I get help to overcome this situation?

Thank you!
Jess-Q 12,795 Reputation points Microsoft External Staff Moderator

2026-06-23T14:43:58.5966667+00:00

Hi @João Gonçalves

I understand your issue is similar to the original poster’s scenario.

However, this thread is currently being used to assist another user, so to keep things organized and make sure your case gets proper attention, it would be best to create a separate Q&A thread for your issue.

When you create your own thread, you’ll be the original poster, which also allows options like private messaging if needed once a support ticket is involved.

To create your thread: go to Microsoft Q&A, click “Ask a question”, select Microsoft 365 and Office | Subscription, account, billing | For business | Other as the product/tag

Thanks for helping keep the forum organized

Answer 1

Jess-Q 12,795 Microsoft External Staff Moderator

Hi @VASILEIOS GKOPIS,

Please understand that our forum is a public platform, and we will modify your question to cover your personal information including your organization ID and tracking ID in the description. Please notice to hide these personal information next time you post error to protect personal data.

I have moved the information to the Private message if you need to add any more privacy information please add it in there.

User's image

I understand the concern, and I can take a look at the ticket information you provide via private message to see if there’s anything I can assist with from here, please have a look when you have a chance.

Thank you for your patience and understanding.

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.

VASILEIOS GKOPIS 20 Reputation points

2026-06-23T08:15:13.2533333+00:00

Hi Jess-Q, I am unable to access the private messages section. Could you please reach me directly at [Moderator note: Personally Identifiable Information removed]@gmail.com]? My support case number is #[Moderator note: Personally Identifiable Information removed] and my tenant is epropsi.onmicrosoft.com. Thank you very much for your help.
Jess-Q 12,795 Reputation points Microsoft External Staff Moderator

2026-06-23T08:18:41.8333333+00:00

Hi @VASILEIOS GKOPIS,

Please refresh your browser and click on this line to access the private message I have sent you.