Unable to reset child's MS365 password despite being Family Safety Admin

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Unable to reset child's MS365 password despite being Family Safety Admin

that's private 0

My daughter has forgotten her MS365 (home) password and pin.

I try to reset it as MS Family Safety Admin/Family Organiser, by entering my e-mail address, verification code works, but then I am asked for information on the recovery form which does not exist, e.g. e-mail addresses which she has been in contact with, and subject lines of e-mails. She is 8 years old so has never sent any e-mails. It then says I did not provide enough information.

What to do next?

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Answer 1

Hey there, that's private

Unfortunately, there isn't a way a Microsoft Family organiser/admin is able to reset their child's password directly through the Microsoft Family website. Even though, realistically, this should be possible for parents to do (if the child is young enough).

Instead, what you would need to do is complete the Microsoft account recovery form. However, first, please can you try the sign-in helper tool here: https://go.microsoft.com/fwlink/?linkid=2214157

This will check the account first for any problems. This should then direct you to the Microsoft account recovery form to complete, which can be found here: https://go.microsoft.com/fwlink/?linkid=2288285

When completing the recovery form, please include as much information as possible (Which from the question, you are trying to do). For further information on how to complete this form, please visit this support article here: https://support.microsoft.com/en-us/accounts-billing/manage/help-with-the-microsoft-account-recovery-form

In terms of the Family site, please sign into the Family site here: https://account.microsoft.com/family/home

After you have signed into the site, please submit feedback to Microsoft about the ability to reset your child's password. The feedback form is located on the bottom right-hand corner of the webpage.

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This will allow the Microsoft family team to review the feedback and see if this is something they can implement in the future.

Once you have reset your child's password, please can you make sure you add recovery information to their account. This will allow you to reset their password in the future. You can add and remove security information through this link here: https://account.live.com/proofs/manage/additional

Hope this helps,
Nathan