Corrupted Account

Question

I have Microsoft Family for myself and three children. We all use the same computer with different logins.

Child 1 & 2 have no problems with logging into the computer.

Child 3 is unable to login.

Child #3: At the login screen when I click his email (his name does not show up like my other children, just his email) to login it brings up a "login to Microsoft" small white screen. When I type in his Microsoft password the next screen is a white box that says unable to connect, no internet connectivity. The internet is connected.

If I go to Windows Explorer -> Users, his profile is not showing up, just mine and my other two children.

When I login to Microsoft Family his account is showing up.

We also have a laptop, and his login credentials work on that computer. I don't think it is a Microsoft Family issue, I think it is specific with this computer.

I contacted customer support, and they said child #3 has a corrupted account and I needed to contact Microsoft Community.

How do I go about correcting this, so he is able to login?

Answer 1

Hello, Tim and SarahB

Welcome to the Microsoft community.

Thank you for your feedback. It does seem likely that your child's login credentials are corrupted. You can send me a screenshot of the problem you are experiencing and this will help me pinpoint your issue.

You can try the following:

On your account, log into your administrator account, search for Control Panel in the search bar, click on User Accounts, Delete Account. To delete your child#3's account, it is recommended that you select Delete Files. After that, still on the User Accounts page, click Credentials Management and delete all credentials for your child #3. Restart your computer and make sure that your child#3's account is no longer on your computer.

After that you can add one of your child's accounts to your Settings, Accounts and see if the problem persists. Or try adding a local account and select I'm adding a user without a Microsoft account . After that click on Sign in with Microsoft account instead.

Manage user accounts in Windows - Microsoft Support

If the above doesn't work, it may be due to some system components and you can try to upgrade in place. This will refresh your windows and will not delete your data, but it is still recommended to back up your important data.

How to run In-place upgrade in Windows 11 - Microsoft Community 

I look forward to your feedback.

Best Regards,

Aaron| Microsoft Community Support Specialist