No Activity on Support Case for TWO MONTHS. Daughter still can't use Live account. How to ...

Hi,

I've had an outstanding issue with support for two months now. I can't access my daughter's XBox Live Gold "Xbox One/Windows 10 Online Safety" settings, either on any of three XBOne consoles or on the web interface (tried four browsers across two operating
systems). This means she can't play online with anyone which is of course the whole point of an XBLG subscription. I've had numerous lengthy chats with support people who are all very helpful but utterly unable to sort the issue - because it's not on my end.

This is definitely a glitch in her account at the server side, something broken in a database record I expect, but nobody seems to be capable of figuring this out. On the other hand, I'm pretty sure I could with a bit of time and access
to the XBLG infrastructure. My case is apparently still "open" but I've not had a single communication about anything being done and it's certainly still broken.

As an employee of a software company, I don't understand why (a) nobody is contacting me, (b) nobody appears to be working on a fix and (c) why there's apparently no way to escalate this to someone who can actually do something.

I have a daughter who has now had two months of not being able to actually user her PAID FOR subscription, whilst it ticks away uselessly. Can anyone tell me how to escalate this to someone with a level of responsibility?

:)

 

Child Account creation and Security Assistance and ideal!

So I want to activate my daughters gamertag to live. The issue I have is that I would need to create her a live account. She is 11 and already has a Google account that I manage.

Is it possible to use my daughter's Gmail for adding her to Xbox Live without needing a live email? If not then this option needs to be added as I feel it to be pointless for a 11yr old to have two email accounts.

She is still learning with the helping hand of me (dad), and doesn't need more than one email at this point.

Thanks

 

Redeeming X Box live membership for childs account

Help

I have bought my 10 year old daughter a 12 month subscription to Xbox live Gold and I am finding it impossible to redeem it to her account. My wife and I have spend over two hours today on the helpline but still with no success.

I understand a childs account must be linked to an adult account so I have set up a parental account as well as my daughters account. The Xbox will not accept the linked account and I also have tried this on my laptop and the codes can not be redeemed on
my daughters account (I get one of those "oops something has gone wrong" messages. The link to redeeming the voucher works on my account but not my daughters.

Any help or advice gladly received before I do battle with the support service again!

 

When you have spoken with
Xbox Live Support and provided the service ticket number, have they said what the current status of the ticket is? That is, what the last notes on your ticket are?

 

Hi Anatosuchus,

I'm sorry to hear about this issue being experienced with your daughters online privacy settings. I'd be happy to try and help.

Would you mind expanding on the issue a little by telling us what exactly happens when you try to access the privacy settings for the account on either the Xbox One or on Xbox.com?

If you believe it's a server issue to your her account specifically you would need to continue working with customer support and ask to look further into her account with your open case.

 

The status us "open" but they keep promising to contact me and just don't.

 

When I try to access the settings, on the web I get " We were unable to load your settings at this time. Please try again later."

The message on the console is similar, something about a "temporary fault" but I'm pretty sure "later" doesn't mean "wait for months".

Note that my account, and my other daughter's are fine.

It has to be a server-side issue because it fails whatever client system I'm using.

 

Hello Anatosuchus,

Have you got any emails from the agent with the open case and replied to them saying you need to speak with them? If so and haven't got a response I would recommend calling back in and tell them the open case number and have them escalate to higher tier.
It could be an issue with the profile. Hope you get this worked out and are able to get the help you need.

Thanks,

Brad

 

Hi Brad,

That's part of the problem. The person who is supposed to be the issue owner never mailed me any kind of follow-up.

Matt.

 

Hey there Anatosuchus!

Sorry to hear about this problem that you're dealing with changing your daughters privacy settings.

If you haven't received any followup email, you may have to contact support again and give them another preferred email for your interaction.

I was going to ask though, what kind of troubleshooting have you tried on the consoles themselves?

Maybe there's something that we can walk you through that may help clear this problem up.

If you haven't yet, I would try to remove your daughters profile from a console and try to redownload it as outlined in our support page entitled

How to add or remove a Microsoft account on Xbox One and see if that affects the issues

Let us know what you've tried so far so that we can do what we can do to help you out.

Thanks!

 

Hi,

Given it's on three consoles and the web interface it can't be local to me. Also, I've removed and re-added the account to the console, and I've removed and re-added the account to the family group,
and I've reset one of the consoles, too.

 

Hi there Anatosuchus,

Thanks for the reply. I'm sorry to hear about the issue with the privacy settings on the Microsoft Account. Try this troubleshooting article:

Troubleshoot changing online safety or privacy settings on Xbox One

If the problem persists, I recommend to try and contact
Xbox Live Support and provide the service ticket number to help follow up.

Hope this helps.