I can’t sign in to my child account

Question

I can’t sign in to my child account

Mariusz 0

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 “

0 comments

5 answers

Your answer

Answer 1

Try these steps in order:

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

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

Sign in to https://account.microsoft.com/family with the parent or organizer account.
Find the child account.
If consent appears stuck, remove the existing consent and then complete the consent flow again.
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:

Clear browser cache and cookies.
Try an InPrivate/Incognito window.
Try a different browser.
Try a different device.
If using a VPN or proxy, disable it temporarily.
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:

Answer 2

Deleted

This answer has been deleted due to a violation of our Code of Conduct. The answer was manually reported or identified through automated detection before action was taken. Please refer to our Code of Conduct for more information.

Comments have been turned off. Learn more

Answer 3

Deleted

This answer has been deleted due to a violation of our Code of Conduct. The answer was manually reported or identified through automated detection before action was taken. Please refer to our Code of Conduct for more information.

Comments have been turned off. Learn more

Answer 4

Deleted

This answer has been deleted due to a violation of our Code of Conduct. The answer was manually reported or identified through automated detection before action was taken. Please refer to our Code of Conduct for more information.

Comments have been turned off. Learn more

Answer 5

Emma1-N 14,905 Microsoft External Staff Moderator

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.

Emma1-N 14,905 Reputation points Microsoft External Staff Moderator

2026-10-16T03:42:55.4133333+00:00

Hello Mariusz,

I just wanted to check if my previous response addressed your question correctly. If there is anything I may have misunderstood, I would truly appreciate it if you could provide a bit more detail to help me better understand your needs.
Mariusz 0 Reputation points

2026-10-16T11:15:55.51+00:00
Hello Emma1-N,

Thank you for your response.
My parent account works as before. I have no problems with it at all.

As I have only one microsoft account, I'm sure I used the correct one.

I can't log into the child account, so I can't check anything there.

I can see the child when managing consent (while I'm logged in as the parent), but its account is waiting for verification, which I can't complete.
Emma1-N 14,905 Reputation points Microsoft External Staff Moderator

2026-10-20T03:52:57.3766667+00:00
Hello Mariusz,

Thank you for confirming those details. Since you can see the child account under consent management but cannot complete its verification, let's try a different approach and recreate the parental-consent relationship.

Sign in to https://account.microsoft.com/family with the parent Microsoft account.

Select the child's account. If “Remove consent” is available, select it and complete the prompts.

Return to the family group, select the child's account again, and choose “Remove from family group.”

After the child account has been removed, try signing in with the child account again. Microsoft states that the child account should be prompted to request parental consent again. Complete the new consent request using the parent account.
Mariusz 0 Reputation points

2026-10-20T18:16:04.22+00:00

I tried this many times. No success.
Emma1-N 14,905 Reputation points Microsoft External Staff Moderator

2026-10-22T07:24:41.9166667+00:00
Hello Mariusz,

I sincerely apologize that the steps I suggested were not able to help you resolved the issue.

For faster and more specialized assistance, I kindly recommend reaching out to Live Chat Support. Support agents are available to help you troubleshoot the issue in real time and provide more in‑depth guidance. Please follow the steps below to connect with Live Chat Support.

Visit the Microsoft Support contact page: Contact - Microsoft Support

In the search bar provided on the page, type "cannot sign in to my child account" and press Enter.

Click on Ask Our Support Assistant

When the chat box appears, type " I want to talk to Live chat agent"

After that, click Contact support

When prompted to select your product or service, choose "Other Products".

For the category, choose "Manage account security".

Look for and click on "Chat with a support agent in your web browser".

Explain your situation clearly: Be concise but provide all the relevant details.

Disclaimer: Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas.