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Error 8015d021 occurs when signing in to an Xbox Live child account

You get the following error message when you try to sign in to your child's Xbox Live account:

If you receive this error on a child account please go to accounts.live.com and sign in.
Your parent will also need to sign in there so they can give permission
8015d021

To resolve this problem, try one of the following solutions.

Solutions

  • If you're in the United States: You'll need an adult to grant permission to access the child's account. Here's how:
    1. Go to accounts.live.com and sign in to the child's account using your Microsoft account.
    2. Follow the instructions and sign in to the parent's account when prompted.
    3. The parent must then verify that the parent is an adult by providing a credit card and confirming a small charge.
      To learn more about the small charge to the parent's credit card, see Why does Microsoft charge when you create a child account?
      Note This requirement applies to US customers only.
  • If you're outside the United States: You'll need to verify the information for both the parent account and the child account to confirm that they are in the same country. Here's how:
    1. Verify the personal information in the parent’s Microsoft account. To do this, follow these steps:
      1. Sign in with the parent’s Microsoft account email address and password.
      2. Select Personal info.
      3. Verify the following information on the Personal info page:
        • Birthdate
        • Country/region
        • Address 1 (optional)
        • Address 2 (optional)
        • City
        • State
      4. Click Save, click the parent’s name in the upper-right corner, and then click Sign out.
    2. Verify the personal information in the child’s Microsoft account. To do this, follow these steps:
      1. Sign in with the child’s Microsoft account email address and password.
      2. Select Personal info.
      3. Verify the following information on the Personal info page:
        • Birthdate
        • Country/region
        • Address 1 (optional)
        • Address 2 (optional)
        • City
        • State
      4. Click Save, click the child’s name in the upper-right corner, and then click Sign out.

Note In some instances, you can’t change the country/region setting in the child’s account until the information in the parent’s account is verified. For example, this issue can occur if the country/region in the child account is set to United States. If you can’t change the country/region setting in the child account, contact Xbox Support. You’ll need the Microsoft account email address for both the parent and the child accounts.

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