Ghost account

Question

My adult daughters \Microsoft account is tuck in a ghost Microsoft Family group. Her account shows me as organiser but her name does not appear in my family group. She cannot leave the family group and I cannot remove her. I cannot share my MS 365 family subscription with her. This appears to be a backend desynchronisation and needs the family association cleared.

Answer 1

Hello Stuart Orr,

I understand that you are having issue with Microsoft Family Group. I truly understand how you feel. Let me assist you go through this situation.

With your case, the best way is contact Microsoft Support for escalation, because only support can clear or rebuild the Family association on the backend.

To contact Microsoft support:

1. Go to Contact Microsoft Support https://support.microsoft.com/home/contact
2. Sign in with your organizer Microsoft account
3. When prompted:
   • Product: Microsoft Family Safety
   • Issue type: Account / Family group issue
   • Description (you can copy/paste this):
   Adult account stuck in ghost Microsoft Family group. Account shows an organizer but does not appear in organizer’s family list. Cannot leave family, cannot be removed, blocks Microsoft 365 Family sharing. Request backend family association reset.
4. Select Contact Support > Chat or Phone

Please note that the chat support team only works during certain working hours. Therefore, if the last window indicates that you are unavailable, try opening 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.

Please understand that this is a user‑to‑user support forum. Moderators, contributors, and external Microsoft staff cannot directly intervene in Microsoft product features or access back‑end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas. Still, I will do my best to assist you with everything I can.

After Support fixes it. Once the backend record is cleared:

1. Your daughter signs in at https://account.microsoft.com/family
2. Confirms she is not in any family
3. You re‑invite her
4. Microsoft 365 Family sharing will work normally again

Please note that this is a user‑to‑user support forum. Moderators, contributors, and external Microsoft staff cannot directly intervene in Microsoft product features or access back‑end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas. Still, I will do my best to assist you with everything I can.

I hope this will help with your situation. Please feel free to reach back if you have further update or more questions.

Best Regards,