Cannot reset password on sons account

Question

Cannot reset password on sons account

George Georgiou 0

Hi all,

My son turned 10 last week so I got him a PC, set him up an Outlook account (which I added to my family), he forgot his password and as he does not have a backup email.

The security questions are asking who he has emailed or what subjects the emails contained.

He is 10 and it is a new email so it has not been used, so I cannot input anything.

Therefore, I cannot pass security.

Microsoft make it impossible to contact someone! So frustrating as he can not access his PC!

Please help.

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2 answers

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Answer 1

Angelique Pioquinto 840 Independent Advisor

Hi George,

Thank you for posting your question here!

This is a common issue with new child accounts. The automated recovery form fails because the email has never been used so there is no email history to verify. To fix this, the password must be reset by the parent through the Microsoft Family page Sign in with the parent account go to account.microsoft.com/family select the child profile and reset the password from there. If the reset option does not appear, remove the child account from the PC only restart then add the child account again and set a new password. Additionally, do not use the security questions flow for a brand-new child account

Let me know if you need further assistance, feel free to ask me by clicking "Add Comment" or "Add Answer" if you cannot add comment so your response will be visible. Thank you and I appreciate your effort.

Regards,

Angelique P.

George Georgiou 0 Reputation points

2026-04-02T20:21:05.2833333+00:00

Thank you for your advice.

I cannot reset the password from the Family Safety page.

Where do I remove the child account from the PC? Is this in the Family section still or on the PC directly?
Angelique Pioquinto 840 Reputation points Independent Advisor

2026-04-02T20:38:27.0833333+00:00

Hi George,

You can do it on your PC directly. On the PC, sign in using your parent administrator account, then go to Settings, select Accounts, choose Other users, locate your son’s account under the list, select it and click Remove, then confirm Delete account and data. This only removes the local Windows profile and does not delete the Microsoft child account or Family Safety. After that, restart the PC, go back to Settings, Accounts, Other users, select Add account, add your son’s Microsoft account again, and during setup create a new password then avoid using security questions.

Let me know if this will help.

Regards,

Angelique P.
Angelique Pioquinto 840 Reputation points Independent Advisor

2026-04-02T20:42:33.8466667+00:00

Hi George,

No worries, you can do it on your PC directly. On the PC, sign in using your parent administrator account, then go to Settings, select Accounts, choose Other users, locate your son’s account under the list, select it and click Remove, then confirm Delete account and data. This only removes the local Windows profile and does not delete the Microsoft child account or Family Safety. After that, restart the PC, go back to Settings, Accounts, Other users, select Add account, add your son’s Microsoft account again, and during setup create a new password.

Let me know if this helps.

Regards,

Angelique P.

Answer 2

George Georgiou 0

"You didn't provide us with enough information to confirm your identity. Please complete more fields in addition to the ones you have currently completed."

HE HAS NEVER SENT AN EMAIL BEFORE

Does any Microsoft support actually read in here?

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Cannot reset password on sons account

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