I added $25 to my child's account yesterday, but he can't access it. Nor can I. WHAT IS...

Hello Sarah,

I’m truly sorry if my previous responses have given you the impression that I didn’t fully understand your post. I apologize for any confusion caused. I understand now that you’re having trouble accessing the Spending page, and that this issue has been persisting since spring 2023.

I really appreciate your patience and effort in trying to fix the issue. Based on your previous post (Family Safety Spend controls page will not load - Microsoft Community) it shows that others are also experiencing the same issue. Since the issue still persists when using other browser or devices, what we highly suggest is to reach Xbox Live Support so they can escalate the issue to their engineering team for further investigation and to fix the issue the soonest possible.

You can reach them on this link: Contact us | Xbox Support. Click on "Contact Us" to chat with Live Support or request a callback.

Thank you for your patience and understanding. We appreciate your feedback, and we hope to resolve this issue for you and other users soon.

Sincerely,



Microsoft Community Moderator

Hey Belen,

I appreciate your response, but it seems like you didn't read my post. The Spending page is not accessible anywhere, nor has it been for other users at least since spring 2023. I have tried in an Incognito window, but it doesn't load, and I get the same error message as the one referenced in my link above.

We have never had an issue with spending previously, and you can clearly see in my screenshot above that more than enough funds are in the account, yet I cannot approve the purchase without also adding more money to cover it. I'm not doing anything wrong, this is an error in a system that is clearly not well maintained. If I can add money to my son's account, but neither I nor my son can use that money, then why would I ever add money to his account? Is this all just a scam?

Sarah

Hello Sarah,

Thank you for posting in Microsoft Community.

I'm sorry to hear that you're having trouble with your child's account. I am a parent myself and I understand how frustrating it can be when you can't access the money you've added or make any purchases. We apologize for any inconvenience this may have caused you.

Possible reason why this issue might be happening, is that there may be some restrictions or settings on your child's account that prevent them from making purchases without your permission or there's a temporary purchase restriction on your son's Microsoft account.

We can try some steps to help resolve the issue however if the steps fail, we highly suggest contacting Xbox Live Support as we at Microsoft Community only have limited tools here. So, we highly suggest reaching Xbox Live Support as they have advance tools that can access your sons account and remove any purchase restriction.

You can also try the following steps to help resolve the issue:

1. Check the settings and permissions of your child's account by going to this link Microsoft Family Safety. Make sure that you've given them the appropriate level of access and spending limits for their age and preferences.

2. Clear the cache and cookies of your browser and try to access the Spending page again. If the site still crashes, please try these steps:

• Access the website using a different device or internet browser.
  
• Try using incognito or in-private mode.
  

If none of these step's work, please contact Xbox Live Support for further assistance. You can reach them on this link: Contact us | Xbox Support. Click on "Contact Us" to chat with Live Support or request a callback.

I hope this helps. If you have any other questions or issues, please let me know. Have a great day and happy gaming!

Sincerely,



Microsoft Community Moderator

Hi, I have a similar problem - my son has a child account (family member) but can't access MineCraft. I have to sign in, switch back to his account and then he can access it.

Can you help?

Thanks in advance,

Daniel

Can he access the campaign or is he unable to access the game at all? What you might try is to set up another gamertag, and see if that one has access. I also wonder if your sons account is set to a child account. Destiny is a M rated game, and he might
not have access to playing it because he has a child account. If you try setting up another gamertag, make certain that it is not a child account.