Need help removing ‘Ask to Buy’ when organizer account is inaccessible

Jasmina Cehic 0 Reputation points
2026-06-13T07:35:05.24+00:00

I contacted support earlier about my issue and they referred me here.

I can't receive any emails because my storage is full, that's why I tried to buy a new Microsoft 365 subscription, however when I try it ask for Adult assistance even though it's registered to my birth year (1979). Through the help of support I can see it's linked to a family group with an email that I can't remember making or having access. It's linked to a phone number revealing the last 2 digits, and it's a phone number I cannot recognise. The email was created 8 months ago.

Can anyone help?

Thanks, Jasmina

Outlook | Web | Outlook.com | Account management, security, and privacy
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  1. AI answer

    2026-06-13T07:35:20.97+00:00

    Because the account is in a family group controlled by an organizer account that is not accessible, only Microsoft support can remove the “Ask to Buy”/child status or update the family relationship. Self-service options require access to the organizer account, which is not available in this case.

    Use the official Microsoft account and Outlook.com support channels so an agent can review the account securely and help with:

    1. Verifying identity and ownership of the affected Microsoft account.
    2. Investigating the unknown family organizer account and its linked phone number.
    3. Removing or correcting the family relationship so the account is no longer treated as a child account.
    4. Helping regain email functionality (for example, by addressing storage issues or confirming subscription status).

    To reach support for a personal Microsoft account and Outlook.com:

    1. Start from the Microsoft account help entry point and sign in with the affected account if possible:
      • Use the sign-in helper if there are any sign-in issues: Start.
    2. For Outlook.com-specific help (email and storage issues), use the Outlook.com help and support flow:
      • If able to sign in to Outlook.com, select Help (question-mark icon) and follow the prompts. If self-help does not solve the problem, scroll to Still need help? and choose to contact support.
      • If unable to sign in, use the “can’t sign in” link for Outlook.com: here.
    3. If additional assistance is needed (for example, billing or subscription questions), use the general Microsoft account & billing help entry point and choose to talk to a support agent:

    Because the family organizer account and phone number are unknown and the mailbox is full, support agents may ask for alternative verification (other contact email, billing details, or other information tied to the account). Once identity is verified, they can adjust the family settings and help restore normal purchasing and email use.

    References:

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

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