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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.
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....
A free app and service that helps families create healthy digital habits and stay connected. It’s designed to support both online safety and real-world awareness by offering tools for screen time management, content filtering, and location sharing
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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.
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.
I’m following up to check on the status of this issue.
Have you had an opportunity to review the answer shared earlier?
Any update you can provide would be greatly appreciated.