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You can’t complete parental consent when creating Xbox Live child account

You can’t complete the parental consent section when creating an Xbox Live child account. When you try, you’re continuously looped back to a previous point in the process.

This may mean that:

  • There’s missing or incorrect information in the parent’s or the child’s Microsoft account.
  • Two-step verification has been turned on for the parent’s Microsoft account. (This is for Xbox.com only.)
  • The security information on the parent’s Microsoft account has recently been updated and is in a 30-day waiting period for the updates to take effect. (This is for Xbox.com only.)

Solutions

Solution 1: Verify the personal information in both Microsoft accounts

Note If Xbox Live prompts you to provide a credit card for parental consent validation and you don’t live in the United States, this means one of the following:

  • The country field in your child’s Microsoft account is incorrect.
  • The country field in your child’s Microsoft account is blank.

Verify the personal information in the parent’s Microsoft account

To do this, follow these steps:

  1. Visit the Sign in page and sign in with the parent’s Microsoft account email address and password.
  2. Verify the following information on the Personal info page:
    1. Birthdate
    2. Gender (optional)
    3. Country/region (required) 
    4. Postal code (optional)
    5. Time zone (optional)
  3. Click Save, click the parent’s name in the upper-right corner, and then click Sign out.

Verify the personal information in the child’s Microsoft account

To do this, follow these steps:

  1. Visit the Sign in page and sign in with the child’s Microsoft account email address and password.
  2. Under Personal details, verify that the Country/region is correct. If it’s not, select Edit and update.
  3. 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 you verify the information in the parent’s account. For example, this issue can occur if you set the country/region in the child’s account to “US.” If you can’t change this setting in the child’s account, contact Xbox Support. You’ll need the Microsoft account email address for both the parent and the child accounts.

Solution 2: Temporarily turn off two-step verification (Xbox.com only)

Turning on two-step verification for the parent’s Microsoft account will block the ability to provide parental consent on Xbox.com. However, this is not the case on Xbox consoles. Try signing in to the child’s account on either the Xbox One or Xbox 360 and follow the instructions for providing consent.

Alternately, if you don’t have a console available, you can temporarily turn off two-step verification, complete the parental consent process on Xbox.com, and then turn two-step verification back on. See Turn off two-step verification.

Solution 3: Try again after 30-day waiting period (Xbox.com only)

If you’ve recently updated the security information for your own Microsoft account, you’ll be unable to make any changes for 30 days, and you’ll be unable to provide parental consent on Xbox.com.

This is not the case on Xbox consoles. Try signing in to the child’s account on either the Xbox One or Xbox 360 and follow the instructions for providing consent.

If none of these solutions work for you, or if you’re unable to change the country/region information on your child’s account, contact Xbox Support.

Learn more about managing child accounts on Xbox

  • Browse articles regarding security and online safety for your Xbox One family.
  • Browse articles about security and parental controls for Xbox 360.

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