I need help resetting my child's password

Joshua Embry 5 Reputation points
2026-03-04T18:51:44.5433333+00:00

Hello,

I set up a account for my child in family sharing, and then tried logging in with it and the password is not working. I have tried to go through password reset recovery that I can find and it is not working, keeps telling not enough information given. This account has never been used, the password I set up with is not working and I cannot seem to reset, please can someone help.

Windows for home | Windows 10 | Family and online safety

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  1. Norah-L 10,490 Reputation points Microsoft External Staff Moderator
    2026-03-05T01:41:25.24+00:00

    Welcome Joshua Embry!

    Thank you for reaching out to the Q&A forum.

    I understand that you’ve set up a Microsoft child account in your Family group, but you’re unable to sign in or reset the password for that account. The password doesn’t appear to work, and the recovery process reports that there isn’t enough information. Here is some information that may help:

    1. Try signing in on the web first

    Test at https://account.microsoft.com

    For child accounts, the password reset process is generally the same as for adult accounts. The first step is to reset the password by receiving the verification code from the assisted cell phone or assisted mail.

    If the child account does not yet have recovery information set up, the automated reset may fail and require contacting Microsoft Support for manual assistance.

    2. Check the child account from the parent account

    • Go to: https://family.microsoft.com
    • Sign in with the parent Microsoft account
    • Select the child account > Settings
    • Confirm the child account status shows Active (not Pending or Incomplete)

    3. Contact Microsoft Support (live chat)

    The best next is to contact Microsoft Support and request manual assistance with verifying and resetting your child’s account password. You can do this by following the steps below:

    Go to: https://support.microsoft.com/home/contact

    1. In the search hox, type: I need help resetting my child's password
    2. Hit "Get Help"
    3. Scroll down to choose Sign in to contact support. You can use parent account to sign in at this step

    Then follow the on-screen prompts to reach Support Team.

    Tip: Support Team availability can vary, and retrying at a different time often helps.

    User's image

    Hope this helps. I wish you the best of luck with recovering your child’s account!

    Thank you so much for your patience.

    Sincerely.

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  2. AI answer

    2026-03-04T18:52:10.8133333+00:00

    For a child account created under Microsoft Family, the child’s Microsoft account is still a normal Microsoft account, so password reset and recovery use the standard Microsoft account tools.

    Use these steps:

    1. Go through the standard password reset flow
      • On the Microsoft sign-in page for the child account, select Forgotten your password?.
      • Or use the Reset password link: Reset password.
      • Enter the child’s Microsoft account email address and select Next.
    2. Verify identity using security info
      • Choose one of the verification options (phone, email, etc.) that were configured when the child account was created.
      • If no usable option appears, or none of them work, use the sign‑in helper tool instead of repeating failed attempts.
    3. Use the Sign‑in Helper tool if normal reset fails
      • Open the Sign-in Helper: Sign-in Helper.
      • Enter the child’s email or phone used for the account and follow the guided steps. The tool checks for common issues and will direct to the correct recovery path.
    4. If the system says “not enough information” or “account not recognized”
      • Confirm the child’s email address spelling and domain (for example, outlook.com, hotmail.com, or country variants like .co.uk).
      • If the email still isn’t recognized, follow the guidance in My username and password have stopped working and use the Recover your account flow from there.
    5. If recovery still fails
      • Use the Microsoft account recovery form only if prompted by the helper tools and provide as much detail as possible. For new/unused accounts, details may be limited, which can cause “not enough information” messages.
      • If the account cannot be recovered because there is not enough data to prove ownership, the practical option is to create a new child Microsoft account in the Family group and use that one going forward.

    For the child’s Windows sign-in on the device, also verify in Settings > Accounts > Family & other users that the child account is correctly added and set as a Standard user, as described in the Family Safety troubleshooting guidance.

    References:

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

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