pre-owned console family passcode problem

Hello

If you use the link below and then select either the option to Chat with Xbox Support or Request a call from Support they should be able to assist with removing the passcode.

https://support.xbox.com/contact-us

If it's the Family Passcode you'll need to register your console at myservice.xbox.com and then contact support. Each console has a unique code that needs to be entered to reset the Family Passcode.

If you don't have the passcode to get into the family settings, you will have to contact LIVE/hardware support. They will need to register your console if you haven't registered it at myservice.xbox.com yet. After its been registered, they'll be able to
access a unique 4 digit code for your console to reset the family settings.

If a passcode has been set on the profile, delete it (profile ONLY, NOT items) and redownload it. You might want to put a passcode of your own on the settings to prevent the kid(s) from changing the information.

Just to be clear, are you talking about an Xbox Live profile passcode or a family settings console passcode? The profile passcode can be reset by recovering the gamertag as Zen said. If it's the family settings passcode on the console you're going to have
to call customer support for your region and walk through the passcode reset steps with them.

@LunacyBlade - The family settings passcode or parental control code cannot be removed by re-downloading your profile. That is if you've set a personal passcode on your own account. The family settings passcode is for the whole console, not for an account
(just an FYI).

The solution that EggBoxJuan gave you is correct, you'd need to contact phone support using the link he provided above. Click Billing & Memberships, under Microsoft Account click Forgot Parental Control Code and then click Chat with Microsoft Support. You will
need to give them the console's serial number so they can generate the unique reset code for your console.