My children's accounts have been locked and it won't let me unlock them

Hi LindaMuggianu,

We hope you are doing fine.

We would like to follow up regarding your concern as we still have not received any response from you since our last follow up message.



We're looking forward for your response.

Kind regards,

Thanks for your sharing the details and screenshot, LindaMuggianu.

To protect your privacy we have conceal all personal information attached from the previous post.

Would you mind resetting the password for both accounts and update us if you have perform it successfully? Please do not provide, share or post the password. For guide - Reset Microsoft account password.

If you will encounter an issue, please post a screenshot for the error code or message and conceal any personal information.

We look forward for your response.

Kind regards,

Hi Kathy,

Apologies for the delay in responding.

I have two children under ***Removed PII*** who I signed up to Microsoft to play minecraft on their own devices.

They are under my family link and they have been locked out stating they have violated Microsoft terms of services.

As they are still learning to read and often ask me to help them - I find it extremely unlikely they have violated anything especially when they only play minecraft and can't really write anything in the chats.

Below are the snapshots of the error message I just received when trying to sign ***Removed PII***in and the message I received when trying to send a code to my phone to unlock it. I attempted for the first time earlier today and got the same message.

I would greatly appreciate any assistance you can provide in getting boys' accounts sorted.







Looking forward to hearing from you soon

Thanks and kind regards

Linda Muggianu

My apologies Kathy, I haven't had a chance to look at it yet. I will try this long weekend. I appreciate your follow up and will let you know how it goes. Thanks and kind regards

That's great news and you're welcome, LindaMuggianu!

By the way, Shane WarnerSW have shared tips that you can try to use if similar scenario happens in the future.

We appreciate your time posting a thread here in Xbox Forums. Should you have further concerns kindly create a new thread using this link - Create a new question or start a discussion.

Kind regards,