Something's not working. It's not you, it's us error message.

Hello, kebasr

Thank you for your feedback. The error message “Something's not working. It's not you, it's us” usually indicates a problem on Microsoft's server side, but it may also be caused by communication issues between your local browser, network, or account settings and the server.

1. Browser and Client Troubleshooting

This section focuses on resolving issues that may be caused by your web browser.

Clear Browser Cache and Cookies

Old or corrupted login data may cause authentication failures.

Procedure: In your browser settings, locate the “Privacy and Security” option, then select “Clear browsing data.” Ensure that “Cookies and other site data” and “Cached images and files” are checked.

Use the browser's Incognito/Private Mode

Incognito mode disables most plugins and extensions and uses a clean session. This can help determine if a specific browser plugin is interfering with the verification process.

Try a different browser

If you are using Chrome, try using Microsoft Edge, Firefox, or another browser. Vice versa. Sometimes compatibility issues arise between specific browsers and websites.

Try a different device

If possible, try performing the parental consent process on another computer or your phone. This helps rule out software (such as antivirus software or firewalls) or settings issues on a specific device.

2. Troubleshoot account and network issues

If browser-related issues have been ruled out, the problem may lie with your account or network connection.

Check your parent account information

Log in to your Microsoft account profile page and ensure that your personal information, such as your date of birth, is complete and accurate. Your account must be recognized by the system as an adult account.

Temporarily disable VPN or proxy

If you are using a VPN or network proxy, temporarily disable them. These services can sometimes interfere with Microsoft's geolocation verification and security checks, leading to errors.

Change your network environment

Try switching networks. For example, if you are using home Wi-Fi, try switching to a mobile hotspot. This can rule out issues caused by router settings or specific network providers.

Try a different operation path

This is a strategy to bypass a specific page that may be malfunctioning.

Reinitiate the invitation process

Log in to your Microsoft Family Safety account.

If your child's account is already showing as “Pending Approval,” try removing them from the family group first.

After removal, re-initiate the invitation to have your child join your family group.

This will generate a brand-new consent request link, which may bypass the previously stuck process.

Verify through the child account management portal

This is an alternative method that many users have reported as effective:

Have your child (or yourself) log in to their Microsoft account.

The system may prompt that the account requires parental consent. At this point, select the “I am the parent or guardian” option.

The system will then ask you (the parent) to log in to your account to provide consent.

This process differs slightly from the consent process initiated from the parent account and may sometimes successfully bypass the error page.

If none of the above methods work, we recommend contacting Chat for specific assistance.

Contact Chat:

Go to the following website: Contact - Microsoft Support.

Enter account.

Click on Get Help.

Click on Contact Support.

Select the windows and Manage account security

Click on Chat with a support agent in your web browser

I look forward to hearing from you.

Best Regards, 

Ian | Microsoft Q&A Support Specialist