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Issue with adding funds to my child's account

Anonymous
2024-06-16T07:58:43+00:00

Hello,

I've been trying to add funds to my sons account and I keep receiving a message that funds can't be added and to contact Microsoft Support. I've tried adding funds using the Family Sharing app, the Xbox app as well as in a Private Window and neither option worked. I tried disconnecting and reconnecting my PayPal account but to no avail.

Any assistance with how to fix this issue would be appreciated.

Thank You

Microsoft 365 and Office | Microsoft Family Safety | Other | Android

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  1. Anonymous
    2024-06-17T09:01:24+00:00

    Dear Brooke H,

    We appreciate you getting in touch with us about this matter.

    I am aware of the present situation is that you want to know how to add funds to your family member's account. However, typically there are two privacy guidelines restrict community support for now:

    • Privacy and Security: Financial and subscription issues often involve sensitive personal information that should not be shared publicly on forums.
    • Access account information: Community agents do not have direct access to users' subscription details or billing information. Therefore, we are unable to verify payments or make changes to your accounts. This information should be left to Chat support and be in an individual window.

    However, when Microsoft's regular self-help channels (for account access issues) do not provide enough support, you can attempt to make a new Microsoft account to access online chat support, and get ready with the necessary account and identity evidence, such as email address/bank card number information/account precise address information, etc. Here are some steps that you can follow: 

    Contact Microsoft Support

    1. Visit this website: https://support.microsoft.com/en-us/home/contact
    2. Type in your problems in the search box there. For instance, subscription/Tax invoices/refund, etc.
    3. Now click Get help, and Select Contact Support below.
    4. Go to the Products and services tab, and choose either Microsoft 365 and Office category or Other Products
    5. On the Category tab, choose Manage My Subscription or other alternatives.
    6. Go to Confirm.
    7. You can now choose the option of Chat with a support agent on your web browser.

    Please Note: The Chat support team only works at certain times, so if the last window says you are not available, try to open it again the next day. If you prefer phone support, you can leave a phone number. That way, they can call you and help you.

    Best Regards,

    Thomas C - MSFT | Microsoft Community Support Specialist

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