Not Able to Add Funds to Child's Account - Something Went Wrong

Hello Misty Clark,

Thank you for sharing this with us and welcome to Xbox Forums.

We understand that you are having trouble adding funds to your child's account and receiving an error message that says "Sorry, something went wrong. We're not sure what happened, but refreshing the page may help, or trying again in a little while." with a Traceid. There could be several reasons why you are unable to add funds to your child's account. It could be a temporary issue with the Microsoft server, a problem with your payment method, or an issue with your child's account settings. Let's work on this together.



To resolve this issue, please try the following steps:



1. Clear your browser's cache and cookies. This will help to remove any temporary files that may be causing the issue. Here's an article that can guide you on how to do this: https://support.microsoft.com/en-us/microsoft-edge/delete-cookies-and-site-data-in-microsoft-edge-63947406-40ac-c3b8-57b9-2a946a29ae09

2. Check your payment method: Make sure that your payment method is valid and up-to-date. You can try adding a different payment method to see if that resolves the issue.



3. Try adding funds to your child's account using a different browser or device. This will help to determine if the issue is specific to the browser or device you are currently using.



3. Check if there are any restrictions set on your child's account that may be preventing you from adding funds. You can do this by going to account.microsoft.com/family and signing in with your Microsoft account. From there, select your child's account and check the "Spending" section to see if there are any restrictions set.



4. If the issue persists, please contact Xbox Support directly for further assistance. They will be able to investigate the issue and provide a solution. Here's the link to Xbox Support: https://support.xbox.com/en-US/contact-us

I hope this helps! Let me know if you have any further questions or concerns.

Kind regards,



Microsoft Community Moderator

Hello Misty Clark,

We haven't heard from you in 72 hours, so we will consider your issue resolved. If you do need further help, please create a new thread to discuss your concerns through this link: Create a new question or start a new discussion (microsoft.com), as we will not be monitoring this thread going forward.















Thank you for understanding.



Respectfully,



Microsoft Community Moderator

In a family group, the primary account can add funds to a child account, but funds cannot be transferred between accounts otherwise.

Hello Billy Matthews1,

Thank you for writing to Xbox Community Forums.

We could not really imagine how important it is for you to be able to rectify this issue at the soonest possible time. However, we have realized that this issue of yours would be dealt better by our live support team so that they can properly check what’s going on with your device and applications. They are more equipped with all the tools and resources to get your problem diagnosed. Kindly follow the steps below to contact our live support team.

1. Visit to the following link: Contact us | Xbox Support
   
2. Select the " See Contact Options" or "Request a Call" button
   
3. Select the following drop-down menu options in the following order:
   What are you having trouble with? - XXXXXXXX
   What's the issue? -XXXXXXXXX
   
4. The third box will ask you to describe your issue. We suggest something along the lines of "Unable to redeem code due to missing digits on gift card" and then select the "Next" button.
   
5. The next window will provide you with support articles based on your request and we recommend reviewing the relevant articles before selecting the "See contact options" button.
   
6. On the final window, you will be presented with multiple options. We suggest selecting either the "Chat online" or the "Request a call" options to speak with someone. Be sure to provide as much detail as possible.
   

We hope this helps and it is even better to connect with the correct support where you can get dedicated assistance, the experts there will provide accurate answers for you.



If you have other concerns, you can create a new post here.



I wish you a good day!



Kind regards



Xbox Forum Moderator

Microsoft Community

Thanks. Tried contacting support but didn't get anywhere with it.

Tried online chat and couldn't speak to a person so tried to phone and it cut off.

But thanks.