Family Safety - The family organizer can't log in to microsoft account

Question

Hi, my daughter microsoft account suddenly join to a family group out of nowhere, it happen last night in her new laptop. It's only contain 2 person my daughter + organizer (organizer also my daughter long forgotten account). Try to log in the organizer account but failed (username exists but password don't work). I tried to recovery the organizer Gmail password for sometimes, succesfully got in and immediately change the password.

My daughter said she don't do anything causing this to happen, i believe her (can't find the organizer mail/account anywhere in her gadgets).

Then i notice in the inbox there is a password changing mail for microsoft account (the same time she suddenly join family group), assuming nobody in our family try to change the password, i rush click the "reset your password".

After that i try to log in to microsoft account with the organizer username but it don't exists anymore (haven't sign up yet), in my desperate move i try to sign up new account with the organizer mail, it works but just me alone in a new family group, so now my daughter account stuck with the organizer (haven't sign up to microsoft account).

Now i can't do nothing for my daughter account, the family safety restricted her activity, she use laptop for school, it's a brand new laptop and can't be use properly cause the restrictions.

I'm so frustated, anyone can help me with this issue?

Answer 1

Since this is a public forum, we will hide your personal identifiable information, and I have sent that image of yours containing your personal identifiable information in a private message so we can work together to resolve the issue. 

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Hello rita dillys

I understand how frustrating this is, especially since the restrictions are affecting your daughter’s school laptop.

Only the original family organizer can remove your daughter or change the restrictions. Creating another account with the same Gmail address will not restore access to the original family group.

Please try to recover the organizer account using Microsoft Sign-in Helper

If recovery fails, I suggest contacting Microsoft Support and explain that the organizer account is inaccessible and your daughter remains restricted in its family group:

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. 

I hope Support can help you regain control of the family setup.

Have a nice day.