Fix 'Something Went Wrong' Error When Creating Office 365 E5 Trial
Question details
The user is unable to complete the setup for an Office 365 E5 trial due to a persistent 'Something went wrong' error after phone authentication.
- Product
- Office 365 E5
- Device & OS
- not provided
- Scenario
- Creating a new Microsoft Office 365 E5 trial subscription.
- Observed behavior
- The setup process halts with a 'Something went wrong' error message immediately after entering account details and completing the phone verification step, even when using incognito mode or changing networks.
Ensure you have a stable internet connection and access to the phone number you intend to use for Microsoft's SMS verification. Temporarily disable any aggressive ad-blockers or VPN services, as these can block verification scripts during signup.
Use Microsoft Edge InPrivate and Adjust Compatibility Settings
Since Chrome Incognito doesn't always resolve Microsoft authentication loops, using Microsoft's native browser with adjusted privacy settings often bypasses account creation errors.
Browser cache conflicts or strict tracking prevention settings frequently disrupt Microsoft's account verification processes. Switching to a completely clean session using native Microsoft tools is the most effective workaround.
Launch Microsoft Edge and press Ctrl+Shift+N to open an InPrivate browsing window. This ensures no extensions or existing cookies interfere with the setup.
Navigate to your Edge settings, ensure cookies are fully enabled for Microsoft domains, and temporarily lower strict tracking prevention.
Navigate back to the Office 365 E5 trial signup page, re-enter your details, and attempt the phone authentication process once more.
Contact Microsoft Support for Account Verification
If browser troubleshooting, network changes, or using a different phone number for verification fails, the issue is likely a backend block on your specific Microsoft account.
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Frequently Asked Questions
Why does Microsoft Office 365 E5 trial say 'something went wrong' after phone verification?
This error typically occurs due to browser cache conflicts, aggressive privacy settings blocking tracking cookies required for setup, or an automated security flag on the Microsoft account or phone number being used for the trial.
Will changing my network or phone number fix the Office 365 trial error?
Not necessarily. If the error is tied to the specific email address you are using (like an existing Hotmail account), changing your IP address or verification phone number will not bypass the account-level restriction.
Can I use an existing Hotmail address for a Microsoft 365 E5 trial?
Yes, but if that specific Hotmail address has been associated with previous enterprise trials or violates Microsoft's trial terms of service, the backend system may block the creation of a new E5 trial, resulting in an error.
