Something went wrong parental control child locked out of account

calopie99 · May 20, 2022

Hi there I have been on chat and call with Microsoft 5-6 times now and no one can solve this problem so hoping someone here can.

For some reasons my adult account has been separated from my child's account. When my child tries to log into their outlook child's account they need permission from me but since we are not linked anymore we are stuck as it comes up with the message "Something went wrong. Its not you but us"

I have tried over the phone and on chat the following things...

1- Resend family invite (This doesn't work because can not get into childs account)

2- logging in on different browsers and computers, tablets xbox etc

3- Tried resetting childs password but that works but still gets to the step of needing parental consent and so can not get into account

4- Tried resetting my password and doesn't work.

It seems like everything we do, we can not get into his account. He has all his gaming attached to this account and will lose everything if he can not get in. Someone please help?

:)

calopie99

Hi thanks for offering Help. I gave that a go but unfortunately didn't work.

My Son can not access his account because after he puts in his password it take him directly to this screen....

After I put my details in it comes up with...

So we can never get into his account. And microsoft have tried to solve on 5-6 different chat sessions but they always end with "We will send this to our technicians and get back to you in 24hours" But they never get back to me. Really frustrating.

JosefLBohorquez

Yeah, that's an odd situation.
This is the first time that I see something like this :c

Usually the previous solution works.
You may need to keep pushing Microsoft support until they fix it

JosefLBohorquez

Hi and thanks for reaching Xbox gamer's community. My name is Josef.
Thanks for reaching out! I'm an Independent Advisor and a Microsoft user like you.
I'll be happy to assist you out today.

Hope you're doing great today Calopie

Could you try this:

Create a new account that can be considered as an adult account (try using another web browser or incognito mode).

Once done, add your main account as organizer via the link below. (you can see in the new account an "add member" button
https://account.microsoft.com/family/

Please double check that you select your main account as organizer too, not member.

Once successfully added, sign out from your account everywhere and restart your PC
Then log in your account again and try downloading the game.

Just to double check, please check if you can change birthdate to more than 18
https://account.microsoft.com/profile

[Farscape]

you will get locked out of a lot of features due to the account being a child account, and you can't leave, only the parent can release the child account. there still hass to be a parent attached to the account too.

WPAK

Hi there,

if the account creating settings have been 'locked' by a parental account then that parental account needs to unlock that option.

Wrong password could be the cause. To be sure have the parental account owner log into their account at xbox.com and or account.microsoft.com.

If the parental account settings are unknown then please have the parental account owner try and recover the account settings via:

https://support.xbox.com/my-account/microsoft-account/forgot-microsoft-account-solution

Something that could be tried is sign out of the Child account and then signing in with the Parental account itself (assuming the parental account is still present)

Let us know the results

Something went wrong parental control child locked out of account