Child gamertag does not show up in my family

The reason you have two accounts come up is one is the parent account.

You'll want to check for sure which is the parent and which is the child. Try signing into your gamertag on the console and go to the setting hub (not through the guide menu) and select the family panel. If this account is the parent, it will show the child
account. You can select the child account and remove from family. That'll get rid of the second account.

If you do not see the second account in the family panel, that means your primary account is the child account and the email is actually tied to the parent.

Some additional information:

- this is not a hardware problem. The microphone works fine on the parents account

- I created a new child account and gave it exactly the same permissions as the child account that does not work.

The microphone works fine on the newly created child account.

The party feedback showing that microphone works shows up for an instant when switching to the account that does not work.

I tried resetting all family settings for the account that does not work, but that did not make a difference.

That usually means they have an account where the birthday marks it as a child. Every child account has to have a parent account attached to it. It is having troubles adding it to the Family Pack because the parent account slot is already taken.

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If this is the case, you have to disassociate the child/parent account setup. This does require you have the parent account downloaded to a console. If you do not know what account is the pre-existing parental account, sign into the problematic profile on
the console, navigate to Settings > Privacy > Change Settings. It doesn't matter what you change, just change something and try to save the change. It should pop up the parental account's email because it needs parental permission to make the change.

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That process gives you the email. If you do not have the password, that will have to be reset at
account.live.com/.../reset

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If you do have the password, download the parent account to the console, navigate to Settings and this time select Family. The child account should show up on a second panel (much like your existing Family Pack members); selecting the child should give you
the option to Remove from Family.

Once the child has been removed from the family, you will be able to add it to the Family Pack.

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Please Note: once this has been done, the child's profile will not be usable until a parent account has been associated with it.

If the child's account is more than 3-4 years old, you may have problems with the pre-existing parent account. Gamertags were only automatically assigned to parent accounts when the Family Packs were released in 2010. If it was associated before then, this
process will create a Gamertag for the parent account that will not show the child as part of the family. There is not a way around this as far as I am aware.

Hey there magstroop!

Our teams are aware of some trouble with this and are currently looking into it. Please keep an eye out for updates on this, thanks a ton for your patience.

Hello Lenny=best,

Thank you for bringing this issue to our attention. An adult account will need to be tied to the child account through a family in order to regulate the

child account settings. Once the settings are updated for the child account, the child account should be able to redeem the prepaid code for the game. The article entitled

how to add a child to a family account contains information on how to set up a family. Be sure to let us know the results!