Dear God, Please help. Parent account Locked.

Ok. This is such a perfect storm of events I don't even know where to begin, but we are desperate to get this resolved. After a full week of trying everything, we are at a complete loss of what to do next.

in 2009 we created an xbox live account for my son, as a child account because he was only 10 at the time. It was the only account we had for xbox, we entered billing info, card to be on file etc.

Last year when we got him the xbox one we tried to change it to an adult account because it was getting to the point he couldnt even play certain movies etc. After multiple tries we could not complete it,

called support and the told us to create a parent account to be associated with it and just use that to override any parental popups that came up. We did as instructed and although it was a chore to constantly

switch back and forth to give him access to whatever game movie etc. it did work.

Well last week my son said he tried to get on and it asked him do agre to the new terms and conditions, when he hit accept, it told him he had to log in with a parent account to accept, but when he tried it said the account was locked and ponted to a URL
to get it unlocked.

We got on the computer to do such and it wants to send the code to a phone number. First problem : We ditched our landline earlier this year and started using just our cells, and of course that is the number on file.

The only other option is to tell it you don't have access to it and it gives you a form to fill out info about the email. Second Problem: We were instructed to setup a new email by xbox support to override his child account parental controls, that email
was created solely for that purpose.

So when the form asks for recent sent subjects, Created mail folders, and Contacts...there literally are NONE. But the form won't accept that. It makes you put something. There is a section at the bottom that asks for billing info on file...Great! we have that.
Filled out the form only to

get an immediate response that automated review says not enough info to prove ownership. The only thing we can think is that every purchase going back to 2009 was purchased while my son was signed in, he said he never bought anything on the parent gamertag
bc he never played on that one.

All recipts go to the email assosciated with his gamertag so we dont think a card was ever entered for the parent account.

Next step we called xbox support, they kept us on hold for 20 minutes only to tell us that they cant to anything regarding password or accounts, that it would have to be done through live chat.

So we did that, live chat person was very friendly and understood the situation, but said that it would have to be handled by Outlook support since they locked the account to begin with, gave us a direct link to initiate a claim. That was Sunday.

So we filled it out explaining the problem and got a message that a tech would get back to us in 24hours...by Wednesday we hadnt heard back so I i logged in and saw it was still in status as NEW. So I sent another message. Today Friday we have yet to hear back,

and we are entering a long weekend with a child that cant even play his xbox bc when he goes to sign in it immediately prompts us to sign in with a parent account that we can't access. We know the password to both but when signing in to the parent it just tells
us it's locked.

To make matters even worse I printed out our complete history of everything purchased back to 2009 and between Games, DLC, Points, etc its well over $1000 of content we can not access, as well as Pre-orders for Fallout4 we wont even be able to get.

We also signed in to the child account on the Xbox site to try and add another parent but it prompts us to sign in with the locked parent account to accept the same terms and conditions on the console. We were able to add an adult account through regular microsoft
account page but

apparently it has no authority over the xbox issue as even the new adult account gives us the propmt to sign in as a parent to accept new TOU. We are at a loss, can not get a response as to what we can do.

As a last desperate move I called our old number to explain to the people that and ask if they could call us back with a code but it's an elderly lady that is so far gone she think we're trying to get her to pay for something.

Please if anyone can offer any kind of help, or a moderator someone with microsoft etc. We are so lost as to what we can do. I understand security etc. But it's like we have a significant amount of money in content we can not use with no other options to
be able to get it back online.

:)

 

Unable to add son to xbox one

As above,

Select child
Sign in as parent
get to the 50c card authorisation, add card details
Then get card already exists on account - go through screens - again!!

Then after about 10 minutes updating account it fails with code 45468.7036976521340.5055251569016685

Go to xbox errorhelp - can't find it

Can anybody help please we are pulling our hair out on this

Just to say the card is on account from xbox and also Microsoft accounts linked to the parents account!

 

Dear God help!

To add to what Addington said, unfortunately there is no way to undo what has been done.



If you want to make purchases, you will need to do it on your sister's beta-enabled console. Otherwise you will just have to wait until the public release of the update.

 

Sorry to hear it. Unfortunately there is nothing that anyone here will be able to do to assist with this. What I can recommend though is to post to the Microsoft Support Forums. They handle issues with all Microsoft products. Hopefully someone there
will be able to assist you with getting this all sorted out.

support2.microsoft.com/.../es-es

Good luck.