Unable to make paid change to child's gamertag?

Shortly after I had set up their Xbox One, one of my children changed her gamertag. Unfortunately it needs to be changed again as it isn't suitable. She is a junior and in my "family" on my account.

I can see that there is a fee to be paid, but I am unable to actually pay it and I cannot for the life of me work out which particular restriction is preventing it. I get the following error:

Your settings do not allow purchases

This applies to both free and paid content. To buy this, first change your settings to allow purchases. (Parents will have to change this setting for children.) Double-tap the Xbox button to open the guide, then select Settings > All settings > Account
> Privacy & online safety > Custom > View details & customise. If changing that setting does not work, it is possible your purchase and download privileges are suspended. For more on that, check the email associated with your Microsoft account for a message
from the Policy and Enforcement Team, or go to https://enforcement.xbox.com.

I have never received an email telling me there is any privilege suspension, and a check at the enforcement section tells me my account is fine & in order.

I have attempted this from both the console and online through a browser.

I have tried opening up *every* option I can find in my account and hers to enable purchases; my account has my paypal account linked to it, and I have tried attaching my credit card as well; I have tried attaching my credit card details to her account;
I have tried sending her money from my account. In every single case I get this error message (until eventually getting a "too many attempts" message) and after a couple of dozen attempts I am out of ideas.

Before I simply delete her account altogether and set her up a new one, can anyone suggest what setting or restriction I have missed? Is there a walkthrough of specifically this issue (not just "changing gamertag" but "paying for a gamertag change for a
child account")?

Thanks for any help

:)

 

Unable to verify Adult due to US web form for card payment

In all likelihood the region for your child's Microsoft Account is set to the US instead of UK.

It's quite possible for the region for the Microsoft Account and Xbox LIVE account to be mismatched.

To check the region for your child's Microsoft Account, log in to
http://accounts.live.com using your child's Microsoft Account email address. If you change the region for your child's Microsoft Account, you should have no further issues.

If you're unable to change this, then you may need to contact support by phone to get it fixed.

 

My Child's Security Settings

My child's gamertag shows up on my Microsoft family listing. Since we upgraded to an X-box One he is unable to add friends or make purchases - He gets a message that a parent needs to log on, select his gamertag in the settings, and make adjustments to
his settings. When I log in to my account online my child's gamertag shows up on my Microsoft family listing. But when I get to the Privacy & Online Safety screen, his gamertag isn't there for me to click on to make changes. Ideas???

 

Sorry to hear it. I believe that, as the parent account, you should be logged in to your account or will have to log in to your account during the process in order to allow the change.

 

I assumed that was the case and was logged in earlier today whilst trying to do this, apologies for not being clear. I have tried to do this with both accounts logged in on the Xbox, and then also online, unfortunately with negative results as described.

 

Hey there Junkbandman!

Sorry to hear about the GT change trouble you're experiencing. Have you tried signing in with your daughter's account here on Xbox.com and changing her GT from the drop down menu at the top right? If you haven't given that a go, please try that and let us
know what happens. Thanks!

 

Hi Mister Maka, yes I have tried to do this online at Xbox.com also.

To reiterate, I have tried to effect this gamer tag change both on the console and online. I am not prevented from attempting to select a new gamertag. I am completely unable to *pay* for it either from my account or directly from my daughter's account (with
a payment method in place) as I repeatedly get the error I described, even after loosening off all of the restrictions which are normally in place to prevent inadvertent spending from a child account. If I can't pay for it then I cannot change it. I am baffled
as to what my next step should be.

 

Hey Junkbandman can you please try adjusting the permissions from the link below to see if that helps?

account.xbox.com/Settings

 

Hi onyxisphere

Thank you for your input, but the settings page is where I have been removing the restrictions as already described - I have tried doing so both from the console and online in a web browser. I am able to make permissions changes and can get as far as selecting
a new gamertag for the child account but I cannot make payment.

 

Thanks for the information Junkbandman.

Can you clarify what type of payment method are you trying to use for the GT change?

 

Hi, I have tried a few methods,

I have tried on a couple of occasions attaching my credit card to the child account, ironically with all the warnings that then pop up ("you will not be able to prevent purchases from this account") and trying to pay from there.

I have also tried to pay over a gift amount by paying from my own account (not ideal as it will leave a spare £2 on her account which she won't then be using) - my PayPal account is linked to my account already, and I have tried attaching my credit card
also - but again I get the exact same warning when I try to buy the gift amount. My PayPal account and credit cards are all in good standing, in case that gets suggested, and are in normal active use.

 

Hey there Junkbandman!

Thanks for the update in information for this. So that we can get you on the right track, let's get you in contact with
Phone/Chat support. They're going to be able to best help out with purchasing trouble and parent trouble like this.

Let us know how it goes