Child not appearing in Family

Question

Hi, I need to change settings in my daughter's account but she is not appearing under Family when I log in. When she logs in, she can see she's part of my family. I was advised on Microsoft chat the following:

I have confirmed that the child account is associated with your [Moderator Note: Personal Info Removed]@gmail.com account. However, because the account was added as an alias, this may be the reason it was not visible under your account settings.

It appears that an Outlook account had been configured as an alias on your account. We attempted to override and remove the child account, however, we were unable to complete the removal due to parental consent restrictions associated with the child account.

To clarify, [Moderator Note: Personal Info Removed]****@gmail.com is currently set as the primary email address on the account. However, the [Moderator Note: Personal Info Removed]@outlook.com address was added as an alias, which may be the source of the confusion.*

Since aliases can also be used to sign in to the account, it may have appeared that the Outlook address was the primary account. In reality, the Outlook address was configured as a sign-in alias, while [Moderator Note: Personal Info Removed]@gmail.com remained the primary email address associated with the account.

I don't know what I need to do to access my daughter's account to change her settings since I don't have access to outlook account and never used it.

Thank you,

[Moderator Note: Personal Info Removed] 

Answer 1

Please note that our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.  

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Hello Agnieszka Szczuka

Thank you for explaining the situation.

The Outlook address mentioned by support may be an alias attached to the same Microsoft account as your Gmail address. Aliases use the same account and password, so you should not need separate access to an Outlook mailbox.

Please sign out of all Microsoft accounts, open a private or incognito browser window, and then sign in to Microsoft Family using the first Gmail you mention above and its Microsoft account password. Check whether your daughter appears there and whether your account is listed as an Organizer.

You can also open Manage permissions from the parental-consent page. Microsoft explains that a child may be missing there if consent was granted by another adult or through a different Microsoft account. Only the account that originally provided consent can manage or remove that consent.

If your daughter still does not appear when you use the Gmail address, this likely requires another contact to Microsoft Support:

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.  

1. Open a website link - Contact - Microsoft Support 
2. In the box below "We're here to help", type Microsoft 365, click "Get Help", and then click "Contact Support" below. 
3. In this section, you will need to sign in to your Microsoft account. 
4. Select "Microsoft 365 and Office" under Products & Services, select "Technical Support" as the category, and click to confirm 
5. You can select " Chat with a support agent in your web browser " to access the chat window. 

When contacting them, explain that the Gmail and Outlook addresses are aliases of the same account, your daughter sees you in her family group, but you cannot see her from the organizer side.

Please avoid removing either alias until the family and consent relationship has been clarified, as removing an alias can affect how you sign in.

I hope this helps you identify the correct account and regain access to your daughter’s settings.