Locked out of account but family account still exists and my kids are locked out of their computers.

Kim Jay 0 Reputation points
2026-06-24T18:09:42.5+00:00

Three weeks ago, the email attached to my Microsoft 365 / Microsoft family was hacked. We reported it to Microsoft who initially responded to say the account was lost and to wait while they reviewed the case. That was three weeks ago and then we heard nothing back despite contacting them numerous times. My children are still connected to our family account, but since my account is lost (as main administrator) I cannot remove them or add them to another family group. They have not been able to use their laptops in these three weeks. When they try to get unto a website the restrictions say the site is not allowed and to ask permission. I have tried to contact live support a couple of times but they say they cannot help me.

I need to know:

  1. How do I remove my children from the previous family group and add them to my new microsoft account so that they can use their laptops for school?
  2. How do I get reimbursed for the Microsoft 365 account that we have not been able to use.
  3. How do I ensure that defender is worth the price since it allowed this to happen.
  4. Am I able to access the emails/ information from my account that I have had for 20 years or is it simply gone forever?
Microsoft 365 and Office | Microsoft Family Safety | Other | Windows
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  1. nobuko c 125.1K Reputation points Independent Advisor
    2026-06-24T19:18:59.5366667+00:00

    Hello,

    Because the original organizer account was lost, the children cannot be removed from the old Microsoft family group. Microsoft cannot override a family group without organizer access.

    There is also a current Family Safety service issue where child accounts cannot be removed even when the organizer is available. Because of this,the restrictions cannot be lifted from the devices.

    1.At this point, the only way to remove the Family Safety restrictions is to reset Windows on each child’s laptop:

    Settings > System > Recovery > Reset this PC

    2.Regarding the account issue, please report the case to Microsoft again so they can review the compromised account situation.

    https://account.live.com/acsr

    3.For the Microsoft 365 subscription, you will need to contact Microsoft billing support and request a refund, explaining that the account was lost and the service could not be used.

    Please contact them during weekday business hours.

    https://support.microsoft.com/en-US/contactus

    4.Regarding security: unfortunately, most security products cannot prevent account compromise if the password was exposed or stolen.

    5.Regarding data recovery: Microsoft account recovery is determined entirely by the recovery form. If two‑step verification was enabled and you no longer have access to any of the verification methods, recovery is extremely difficult or not possible.

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