Can NOT connect my child device to my family group.

Petar Ivanov 5 Reputation points
2025-11-07T08:25:54.02+00:00

My child’s Windows PC is signed in with their Microsoft account and shows under account.microsoft.com/devices, but it does not appear under family.microsoft.com/devices. I’ve confirmed the Family Safety service is running and the account is connected. Please reset the Family Safety device registration for this child.

I have also removed all work and school accounts from my child laptop.
I also rmoved my child account from the family group and re-added it.

No dice.

Microsoft 365 and Office | Subscription, account, billing | For home | Windows

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  1. Katerina-N 9,305 Reputation points Microsoft External Staff Moderator
    2025-11-13T21:05:00.8233333+00:00

    Hello Petar Ivanov,

    I hope you're having a nice day! I wanted to follow up to see if you need any additional help. I hope everything is going well on your part.

    If you have any doubts, need clarification, or new questions have arisen, don't hesitate to get in touch. I am here to support you and happy to help.

    Your satisfaction is important to me, and I want to make sure you feel safe and supported throughout the process. Just tell me how I can help you more.

    I look forward to hearing from you!

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  2. Katerina-N 9,305 Reputation points Microsoft External Staff Moderator
    2025-11-10T16:06:38.69+00:00

    Hello Petar Ivanov,

    Thank you for posting your question on the Microsoft Q&A forum!

    I understand that you're having an issue with Microsoft Family Safety. I sincerely understand how you feel. Let me help you through this.

    Thanks for the detailed info. Based on your situation and the latest guidance from Microsoft and community experts, here's a step-by-step fix to try and reset the Family Safety device registration for your child’s Windows 11 PC:

    Step 1: Confirm Child Account Setup

    • On your child’s PC, go to Settings > Accounts > Your Info.
    • Ensure the account is a Microsoft account, not a local account.
    • Confirm the birthdate is correct and under 18 (to be recognized as a child).

    Step 2: Verify Family Group Connection

    • Visit https://account.microsoft.com/family using your organizer account.
    • Confirm your child is listed as a child member, not an adult.
    • If needed, remove and re-add the child account (you’ve done this already, but confirm it shows as “child”).

    Step 3: Reconnect Device to Family Safety

    On the child’s PC:

    1. Go to Settings > Accounts > Family & other users.
    2. Confirm the child account is listed under your family group.
    3. If not, click Add a family member, enter the child’s Microsoft email, and follow prompts.
    4. After adding, click the child’s name > Allow sign-in (if available).
    5. Restart the PC.

    Step 4: Enable Activity Reporting

    • Go to https://family.microsoft.com/ > Select child > Activity Settings.
    • Turn on Activity reporting and Screen time limits.
    • Wait a few hours for sync.

    Step 5: Sign Out and Back In

    • On the child’s PC, sign out of the Microsoft account.
    • Restart the device.
    • Sign back in and ensure internet connection is stable.

    If still not working, you may need Microsoft to manually reset the device registration. Here's how:

    1. Visit this site: Contact – Microsoft Support
    2. Type Contact in the search box.
    3. Now, click on Get Help and select Contact Support or enter below to contact support.
    4. Go to the Products & Services tab and Select Microsoft 365 and Family Safety > Family Safety > Device not syncing
    5. Go to Confirm.
    6. You can now choose the Chat with a support agent option in your web browser.
    7. Choose Chat or Call and explain: “My child’s device is signed in and visible under account.microsoft.com/devices but not under family.microsoft.com/devices. I’ve re-added the account, removed work/school accounts, and verified settings. Please reset Family Safety device registration.”

    Please note that the chat support team only works during certain working hours. Therefore, if the last window indicates that you are unavailable, try opening it again the next day. If you prefer phone support, you can leave a phone number. That way, they can call you and help you.

    I hope this helps in your situation. Feel free to let me know if you have another update.

    Sincerely,

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  3. AI answer

    2025-11-07T08:26:05.8533333+00:00

    To troubleshoot the issue of your child's device not appearing under family.microsoft.com despite being signed in with a Microsoft account, consider the following steps:

    1. Check Microsoft Account: Ensure that your child’s Microsoft account is correctly set up and that they are signed in on their Windows PC.
    2. Family Safety Settings: Verify that the Family Safety features are enabled and configured properly. The family organizer must have activity reporting turned on.
    3. Device Registration: Sometimes, devices may need to be re-registered. You can try removing the child’s account from the family group and then re-adding it, which you've already done. Ensure that the Family Safety service is running on the device.
    4. Windows Update: Ensure that the Windows operating system is updated to the latest version, as family safety features may not work correctly on outdated versions.
    5. Check for Conflicting Accounts: Since you've removed all work and school accounts, double-check that there are no other conflicting accounts that might affect the registration.
    6. Sign Out and Back In: Have your child sign out of their Microsoft account on the device and then sign back in to refresh the connection.
    7. Contact Support: If the problem persists, consider reaching out to Microsoft support for further assistance, as they may be able to reset the Family Safety device registration on their end.

    These steps should help you resolve the issue with connecting your child's device to your family group.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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