I can’t sign in to my child account

Mariusz 0 Reputation points
2026-10-14T18:29:02.1+00:00

I can’t sign in to my child account , and when it directs me to parental account it show me that “ something’s went wrong it’s not you it’s us “

Windows for home | Windows 11 | Family and online safety
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  1. Emma1-N 13,780 Reputation points Microsoft External Staff Moderator
    2026-10-15T03:44:24.6566667+00:00

    Welcome Mariusz,

    Thanks for reaching out to Microsoft Q&A Forum. I understand you cannot sign in to your child account because the parental account process returns the “Something went wrong. It’s not you, it’s us” message.

    Please make sure you already tried the Q&A Assist steps. In addition, please try the following.

    Could you confirm whether the parent account can sign in normally to other Microsoft services? Also, does the error appear immediately after signing in with the parent account, or only when approving the child’s consent?

    In the meantime, you can try these steps:

    1, Confirm that you are using the same adult Microsoft account that originally provided consent for the child account. Only the account that originally granted consent can remove or manage that consent. Managing parental consent

    2, On the child’s Windows 11 device, open Settings, select Accounts, and check whether a Verify option appears for the child’s Microsoft account. If it does, select Verify and complete the prompts. Troubleshooting Microsoft Family Safety

    3, If you do not see the child when managing consent, check whether consent was originally provided by another adult or with a different Microsoft account. Managing parental consent

    Looking forward to your update.

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  5. AI answer

    2026-10-14T18:29:18.21+00:00

    Try these steps in order:

    1. Sign in with the parent account at https://account.live.com/mk.
    2. Select Manage this child's access to third party apps.
    3. If available, select Enable access.

    If the child account is in a Microsoft Family group, also check the family settings:

    1. Sign in to https://account.microsoft.com/family with the parent or organizer account.
    2. Find the child account.
    3. If consent appears stuck, remove the existing consent and then complete the consent flow again.
    4. If needed, remove the child from the family group and add them again, then retry consent.

    For the “Something’s not working. It’s not you, it’s us” error, try these browser and device checks:

    1. Clear browser cache and cookies.
    2. Try an InPrivate/Incognito window.
    3. Try a different browser.
    4. Try a different device.
    5. If using a VPN or proxy, disable it temporarily.
    6. Try a different network, such as a mobile hotspot.

    If the parent account also cannot complete consent, use the Microsoft account sign-in helper to identify the sign-in problem: https://aka.ms/sign-in-helper

    If the issue continues, contact Microsoft Support through Get Help and then Contact Support. Support agents cannot send password reset links or change account details directly.

    References:

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

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