Can't add money to child account via familysafety app or website

Paddy McDonald 0 Reputation points
2026-09-11T02:07:37.9766667+00:00

This has happened repeatedly over the last few months. Last time I was able to get through to actual support to get a ticket opened to unblock this, but that avenue is apparently now closed.

"Contact us at Microsoft support

We’re having trouble processing your payment and we’d like to get it sorted out. Get more info

[Moderator Note: Personal Info Removed] 

Fri, 11 Sep 2026 01:55:57 GMT"

Both parents have tried using the Android App on their own accounts and I've tried using the familysafety.microsoft.com website.

Apparently MSFT doesn't want our kids to be able to pay for things in Minecraft....

Microsoft 365 and Office | Microsoft Family Safety | Other | Windows
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  1. Xavier-D 12,600 Reputation points Microsoft External Staff Moderator
    2026-09-11T06:37:18.32+00:00

    Please note that our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.  

    Hello Paddy McDonald,

    I’m sorry you’re running into this repeatedly.

    Since both parents have already tried from their respective accounts, and you have also reproduced the problem using both the Family Safety Android app and the Family Safety website, I would not keep repeating those same troubleshooting steps.

    Microsoft officially supports adding money to a family member’s Microsoft account through Family Safety. You can review the documented process here:

    Add money to your family member's Microsoft account

    However, the message you are receiving specifically says that Microsoft is having trouble processing the payment and directs you to Microsoft Support. Since this happened previously and required support intervention, I recommend contacting Microsoft Support again so they can investigate the payment/account side of the transaction.

    You can start here:

    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 them, provide the error/reference code and timestamp shown on the failed transaction.

    I hope Microsoft Support can get the payment issue resolved for you.

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