Family app not syncing with data usage

GM 0 Reputation points
2026-10-08T09:43:28.2566667+00:00

After several helpdesk queries I am not sure despite many interventions and questions why Family app is not syncing. web usage appears to still provide information but zero apps usage since Thursday. So its partial syncing and the child is not administrator but standard user.

Microsoft 365 and Office | Microsoft Family Safety | For home | Windows

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  1. Xavier-D 13,865 Reputation points Microsoft External Staff Moderator
    2026-10-09T00:07:42.18+00:00

    Hello GM,

    Thank you for confirming that you have already completed the verification and other basic troubleshooting steps.

    Since web activity is still appearing but app usage remains at zero, this seems to be a partial activity-reporting failure rather than a general Family Safety configuration issue. As the usual supported checks have already been exhausted, further changes to the same settings are unlikely to help.

    The next step would be to contact Microsoft Support so they can investigate the account and reporting service. Here is how to contact them:

    Please note that this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, are not allowed to directly interfere with Microsoft product features or access back-end systems. Our role is limited solely to providing technical guidance on reported incidents, requests, or ideas.  

    1. Open a website link - Contact - Microsoft Support 
    2. In the box below "We're here to help", type Microsoft 365, click "Get Help", and then click "Contact Support" below. 
    3. In this section, you will need to sign in to your Microsoft account. 
    4. Select "Microsoft 365 and Office" under Products & Services, select "Technical Support" as the category, and click to confirm 
    5. You can select " Chat with a support agent in your web browser " to access the chat window. 

    When contacting support, please mention that:

    • Web activity continues to update.
    • App usage has remained at zero since Thursday.
    • The child uses a Standard user account.
    • Account verification and the standard Family Safety troubleshooting have already been completed.

    This information should help Support avoid repeating the initial checks and focus on the reporting failure.

    I hope can get the support you need, have a nice day.

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