MFA & Verification Issues

Fix Microsoft 365 Identity Verification Error During Purchase

Chanuka Geekiyanage Oct 9, 2026 868 views

Question details

The user is unable to complete a Microsoft 365 subscription purchase due to a recurring identity verification error when confirming their phone number.

Fix Microsoft 365 Identity Verification Error During Purchase

Product: Microsoft 365
Device & OS: not provided
Scenario: Attempting to verify a phone number before checking out and purchasing a Microsoft 365 subscription for personal, work, or school use.
Observed behavior: The system blocks the transaction and displays the error message: 'Sorry, we need additional information to verify your identity.'

Before you start

Ensure you have a stable internet connection and immediate access to the phone number you are trying to verify. Double-check that your Microsoft account details are up to date before attempting the purchase again.

Solution 1Recommended

Try a Different Web Browser or Device

Switching your browsing environment can bypass cached network anomalies or browser extensions that might be triggering Microsoft's security block.

Microsoft's security algorithms occasionally flag normal transactions due to cached browser data, IP address configurations, or tracking prevention extensions. Changing your browser or device provides a clean session for the verification process.

Switch browsers

Open a completely different web browser than the one you are currently using (for example, switch from Google Chrome to Microsoft Edge or Mozilla Firefox).

Use private browsing

If you prefer to use the same browser, open an 'Incognito' or 'InPrivate' window to ensure no previous cookies or cache interfere with the checkout process.

Change devices

If the browser switch fails, attempt to log into your Microsoft account and complete the purchase using your mobile smartphone or a different computer connected to a different network (like mobile data instead of Wi-Fi).

Account Type Verification: Make sure you are selecting the correct subscription type (Personal, Work, or School) that matches the Microsoft account you are currently logged into.

Solution 2

Contact Microsoft Store Support

If automated security flags cannot be bypassed on your end, Microsoft Support must manually review and clear the restriction on your account.

Free Microsoft Office alternative

Try WPS Office for Free While Resolving Account Issues

If you are stuck dealing with Microsoft 365 identity verification errors and need to work on documents immediately, WPS Office is an excellent, hassle-free alternative. It allows you to create, edit, and share files without dealing with complex subscription blocks.

1. Download the software: Visit the official WPS Office website and click the free download button for your operating system.
2. Install WPS Office: Run the lightweight installer file. The process takes only a few minutes and requires no payment information.
3. Open and edit files: Launch WPS Office to instantly open your existing Microsoft formats or create new documents seamlessly.

Completely free to download and use for essential office tasks, avoiding payment verification errors.Highly compatible with Microsoft Office formats, ensuring your Word, Excel, and PowerPoint files open flawlessly.Lightweight installation with a familiar, easy-to-navigate user interface.Requires no complex account verification to start creating and editing documents immediately.

microsoft office alternative - wps office

Frequently Asked Questions

Why does Microsoft ask for additional information to verify my identity?

Microsoft's automated security systems will temporarily flag a transaction if they detect unusual activity, a mismatch between your account location and current IP address, or if the provided phone number has been flagged by spam filters.

Can clearing my browser cache fix the identity verification error?

Yes, clearing your browser's cookies and cache removes corrupted session data or outdated login tokens that might be falsely triggering the security alert during checkout.

Can I purchase Microsoft 365 without providing a phone number?

Typically, no. Microsoft requires a valid phone number for security verification during the initial purchase and account setup to verify that you are a real person and to help secure your account.

Login & Account Issues