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(176, 77%, 27%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EMC%3C/text%3E%3C/svg%3E)
I purchased Microsoft 365 family premium plan to assist with home schooling. Then, I saw where my granddaughter that was on my account that I have guardianship over had an assigned email that none of us was aware of. After downloading microsoft 365 into her laptop, I was instructed for her to sign into her email in order to open this up. At present we have no password, no data history to give for we did even know this existed. Now we are trying to find out the email password in order to open this up or apply for a new family member email account. So, any and all information that could help this to keep from spiraling in that time loop from trying to do recovery as we were advised would be appreciated.
Margaret Case
A free app and service that helps families create healthy digital habits and stay connected. It’s designed to support both online safety and real-world awareness by offering tools for screen time management, content filtering, and location sharing
I did add her to my family list so, I cannot delete this. I did not notice her email that was created by Microsoft until, I purchased the premium family plan for 365. Now, they are asking me to have her sign in on her laptop with the 365 downloaded but with no data for recovery and them refusing to do a reset this situation stays stuck in a continuous loop in the data recovery where there is no data so it is a catch 22.
If I understand correctly, you did not create or set up that email address for her, but it is already showing as a member of your Microsoft family group. If you do not recognize that email address and do not have any recovery information for it, the best option is to remove that account from your Microsoft family group.
After removing it, you can create a new Microsoft account/Outlook.com email for her, then add that new account as a Member in your Microsoft family group. Once the correct account is added, you should be able to share your Microsoft 365 Family subscription benefits with that account. If the account is for a child, the parent or family organizer will need to complete the required consent during the setup.
I see that you marked this as not resolving the situation. Could you please let me know if you were unable to perform the suggested steps, or if the issue continues even after trying them?
I did add her to my family list so, I cannot delete this. I did not notice her email that was created by Microsoft until, I purchased the premium family plan for 365. Now, they are asking me to have her sign in on her laptop with the 365 downloaded but with no data for recovery and them refusing to do a reset this situation stays stuck in a continuous loop in the data recovery where there is no data so it is a catch 22.
Could you please share a little more information about how you added her to the Microsoft Family group?
Did you add her using a third-party email address, such as Gmail, Yahoo, or another non-Microsoft email? I ask because Microsoft does not normally create an email address automatically unless a Microsoft account was created using a third-party email address. In that case, you usually do not need to sign in with the Outlook.com address that may appear on the account. You would sign in using the original email address that was used to create the Microsoft account.
Also, why do you believe that the email address was created by Microsoft? It would be very helpful if you could share a screenshot of what you are seeing and any error message you receive. Please make sure to cover or remove any email addresses, names, phone numbers, or other personal information before posting the screenshot.
My family is spread out through the states, so, we were trying to set this up with Microsoft and my oldest daughter went ahead and finalized this with Nintendo. So, I basically went on my account since I am her guardian and grandmother and simply added her name, nothing more or nothing less. Then the rest evolved from this.
Use your account to log in here:
account.microsoft.com/family
Share a screenshot of what you see, please