Can’t request call back, keeps asking me to sign in before I can accept an agent calling...

Good day!



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Thank you for your understanding.


Respectfully,



Microsoft Moderator

Hello Nickie leigh,

Thanks for getting back to us.

May we know if your card is linked to the account/s your child/children is purchasing from? If yes, you will need to ask them to remove your card from that account/s. When you said, "Separate family accounts", are you saying they are on other Microsoft Family account which you are not included, and you are not the organizer? Or you are referring to each individual Microsoft accounts? As a parent or guardian, you can use Microsoft Family and manage the screentime and expenses of your child. That seriously needs attention, we recommend you to manage a Microsoft Family and add their Microsoft account in there. Here are the support articles you can use as reference:

• Add people to your family group - Microsoft Support
  
• Managing parental consent - Microsoft Support
  
• Add money to your family member's Microsoft account - Microsoft Support
  

Please try the following steps in contacting support:

1. Please use this link: Contact us | Xbox Support
   
2. Scroll down and look at the lower left side if you can see the page matches the country/region you are currently located.
   
   
   
   
   
3. If not, please select the country/region it is showing and select the correct one among the lists.
   
4. Make sure to use to check the available contact times of the support.
   
5. Select the "Contact Us" button
   
6. Select the drop-down menu options that will match your concern.
   
7. The next window will provide you with support articles based on your request and we recommend reviewing the relevant articles before selecting the "See contact options" button.
   
8. On the final window, you will be presented with multiple options. We suggest selecting either the "Chat online" or the "Request a call" options to speak with someone. Be sure to provide as much detail as possible.
   
9. If you cannot get connected to the support, please use the Virtual Agent and enter this exact phrase, "Talk to an agent".
   

By the way, with your contact to support issue please provide these details:

• Please provide your country/region.
  
• Do you mind sharing the screenshot of the issue on Virtual agent?
  
  Please use this icon (see screenshot below with yellow box) on your reply. Conceal your personal information (phone number or email address.)
  
  
  
  
  

We look forward for your update.

Regards,

I have photos here, it has me signed in then kicks me on a virtual agent.. I want to stop paying for all my separate family accounts and get all my kids set up on one family account. I’ve got one kid who thinks they can spend my money on anything while away at friends houses and another kid that can’t even play any game pass game?? **** happening here

Hello Nickie leigh,

We hope you are doing well. Thank you for posting in Xbox Forums.

We understand your sentiment when contacting support you were stuck on signing in to your account. Let us check on this together and sort this out in timely manner.

May we confirm if you are still having issues with this until now?

1. If yes, you may try to sign in to your account first before you contact support. You may go to your Xbox Profile, by clicking here: https://account.xbox.com/
   
2. Then, followed by the attempt to contact support using this link: Xbox Support
   
3. Should you be encountering issues contacting support, you may try InPrivate Window of your browser, other browser, different device/s or connect to different network.
   

May we ask what is your country or region?

Also, may we ask about your concern that you need to contact support with?

We look forward to your response.

Kindly let us know, if there is any misunderstanding or clarifications of our description by sending us a reply.



Sincerely,



Xbox Forum Moderator

Microsoft Community

I’ve been given a replacement code by Microsoft (not the standard 25 digit code) as a replacement but can’t speak to anyone if I try to speak to a virtual agent it asks me to sign in (which I already am) then nothing can’t log in, talk to a virtual agent or request a call, seems a very poor system