This browser is no longer supported.
Upgrade to Microsoft Edge to take advantage of the latest features, security updates, and technical support.
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(128, 8%, 22%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EA%3C/text%3E%3C/svg%3E)
My children are unable to log into their accounts, and their accounts are linked with with mine in Family Safety. I am able to input all required information to identify their account in the account verification form, but they have not sent emails from their account. Every time I complete an account verification form, it tells me I haven't provided enough information. How can I provide more if they have never sent an email? It is VERY frustrating that as their mother, I am not able to help them reset their password and now their account and personal information is not within my control. Microsoft needs to fix this issue, I have read dozens of posts from frustrated parents about this.
Microsoft 365 features that help users manage their subscriptions, account settings, and billing information.
Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.
I found a way to do it from a Windows 10 laptop.
I had already made a Windows user account and PIN for the laptop for my child, which is how I also created the Microsoft account.
Hope that helps.
No, it doesn't. The people posting here do not have a PIN set.
I found a way to do it from a Windows 10 laptop.
I had already made a Windows user account and PIN for the laptop for my child, which is how I also created the Microsoft account.
After signing in to my child’s account on Windows on the laptop, I went to Settings > Accounts > My Info. There was a blue link that read something like “Add Security info to your account.” From there, I was able to add my email address as an alternative email address. Then, when attempting to log in and reset the password for my child’s account, I was able to verify my child’s identity by having a code sent to my email address. That worked, and we were able to reset the password.
Hope that helps.
Agreed with posters that it is completely broken.
Exact same issue.
I have the password written down for my son's email account, but it does not work. I select forgot password and it wants to send a password reset to that same email address. (That boggles the mind....)
Then forced to fill out the form, then get the auto generated email the next day that it cannot be reset.
Your Microsoft and you cannot see I created the account, and it is in my "family"?
Like everyone else only choice is to create new account.
Broken, useless, frustrating.
Got the same problem. The reset password link is completely useless. Tried to call the support, and an automatic message told me to go back to the help site. No hope of recovering my child's account. The only solution is to create a new one.
Same problem here. I created two email accounts for my underage children since they're not able to do so just to reserve the names. I thought I used the regular passwords but seemingly I made an error when creating them because the password that should've been used doesn't work.
Now I have both accounts under my family safety, but can't ever access them again. Both accounts have never had any email sent to them or sent from them and no contact in their list. There is absolutely no way for me to reset their passwords so it's another two accounts that end up being ghost accounts and the names reserved and locked.
Microsoft really needs to get their **** together and allow people to assist their minors in resetting their passwords if they need to. It's 2024 for Pete's sake and they're acting like a bunch of incompetent jerks.