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Added money to my daughter's account but it's not showing

Anonymous
2025-01-20T19:41:14+00:00

About 3 hours before making this post I attempted to add funds to my daughter's account so that she could buy something from the Minecraft store. Sadly this in itself proved difficult as I had to try several times to respond to the request that came through the Family Safety app (which still hasn't worked), and ended with me just adding the funds to her account so I could try to respond to her request with her already having the money there (this also took several attempts before the site would let me go through with it - I had to move from the app to the website while doing this).

I finally got through it all, the transaction to add money to her account is showing on spending activity and I've received an email confirming it, but her balance is still showing as "No balance". I tried looking up help for this but only found the suggestions of checking the account was right (I used the "add funds" button on her account so it should be), signing out and back in (done several times), and waiting a few hours in case there's some processing delay (as mentioned, waited at least 3 hours so far).

Any help at all would be appreciated.

Microsoft 365 and Office | Microsoft Family Safety | Other | Other
Microsoft 365 and Office | Microsoft Family Safety | Other | Other
A free app and service that helps families create healthy digital habits and stay connected. It’s designed to support both online safety and real-world awareness by offering tools for screen time management, content filtering, and location sharing

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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  1. Anonymous
    2025-01-23T03:32:54+00:00

    Hello Kurt Willoughby,

    Welcome to the Microsoft Community.

    I understand that you are having problems adding a balance to your daughter's account and that you have checked a lot of information to make sure they are correct but at three hours old her account is still not showing a balance. I understand the inconvenience this has caused.

    There may be a delay in the arrival of the balance but it does not usually take longer than 3 hours and obviously this is not normal. But don't worry, Microsoft will assist in the investigation.

    This is a technical discussion community is not authorized to investigate issues regarding subscriptions and payment, but I will point you in the right direction.

    The best way to handle investigating this issue and is to contact Microsoft's department at Billing & Subscriptions for one-on-one assistance.

    Contact Microsoft Support.

    1. Visit this website: Contact - Microsoft Support
    2. Type Contact in the search box.
    3. Now click Get help, and Select Contact Support or sign in to contact support below.
    4. Go to the Products and services tab, and choose Other Products category.
    5. On the Category tab, choose Billing and Account Profile questions.
    6. Go to Confirm.
    7. You can now choose the option of Chat with a support agent on your web browser.

    The following images indicate in detail the steps to contact them：

    Image

    Image

    Image

    Please Note*: The Chat support team only works at certain work times, (Monday to Friday: 9am to 6pm. Saturday and Sunday: 10 a.m. to 6 p.m.)so if the last window says you are not available, try to open it again the next day.* If you prefer phone support, you can leave a phone number. That way, they can call you and help you.

    Thank you for your patience in reading, we hope this information has been helpful to you.

    Best regards,

    Ian - MSFT | Microsoft Community Support Specialist

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