support?

Hi, thanks for visiting Xbox Support! I’m Joel B..

09.46

Joel B.

I’m so glad to be at your service today. Can I have your name please to address you properly?

09.46

Me

hi i just (yesterday) opened up a microsoft account for my child on the xbox. but cannot verify as his location is automatically set to redmond wisconsin in the us. he (and i) live in denmark btw. what to do?

09.49

Me

[parent full name], [parent full address], Denmark

09.50

Joel B.

Hello [parent name]. I understand that your needing assistance about your account today. No worry. I’m with you on this and I’ll do every possible way to be able to help you out with this.

09.50

Joel B.

Before we get too far, can I have your gamertag and best email address where I can send you a rejoin link just to make sure that we stay connected.

09.52

Me

[parent email] gamertag [parent gamertag]

09.53

Joel B.

Thanks for those information [parent name]. Now, for us to further isolate this issue. I will need to ask you some questions. Would that be okay with you?

09.54

Me

ofcource

09.54

Joel B.

Cool! May I have the gamertag of your child’s account that needs to be verified?

09.55

Me

[child gamertag]

09.55

Me

as far as i remember

09.55

Joel B.

I see. let me go ahead and pull up that account for you.

09.56

Joel B.

Alright. Can we still remember it a bit more precise [parent name]?

09.56

Me

[child gamertag] or?

09.57

Me

email [child email] btw

09.57

Joel B.

Thanks for that information [parent name]. Now, I’ll be sending a verification code on the email address and phone number associated to that account, once you received it kindly please send it to me right away. Alright?

09.58

Me

726096

09.59

Joel B.

Alright Thanks for that [parent name], May I know what is the reason you are not able to access that account? Did you forgot your password?

10.00

Me

no, im asked to verify ([parent email]) however, in the verification process i have to inter my US address (?) and i have no option to change contry

10.03

Me

searching the web i find that this is a general commen problem?

10.03

Joel B.

Alright. No worries [parent name], Will be able to sort this out in no time. May I very some information from you. like, was this account created just a day ago?

10.05

Me

yes as stated in the biginning of the session btw

10.05

Joel B.

I see, was it you who scheduled this account to be close? Do you want us tso reopen it [parent name]?

10.06

Me

i scheduled it to be closed in order to start over and work around the problem. i don’t really care if you reopen it or close it as long as i’ll be able to verify it in the end

10.09

Joel B.

I see. So this is what we are going to do here [parent name], Let us go ahead and reopen your account so you can be able to verify and perform the changes to prefer on that account. How does that sound to you [parent name]?

10.11

Me

fine

10.11

Joel B.

Excellent. Alright please visit our website at account.microsoft.com and please log in your account that needs assistance.

10.13

Me

done, now i have to verify

10.14

Joel B.

May I know what are you seeing on your end right now [parent name]?

10.14

Me

https://account.live.com/ChildConsent/ChildLanding?ru=https://login.live.com/login.srf%3flc%3d1033%26sf%3d1%26id%3d292666%26ru%3dhttps://account.microsoft.com/auth/complete-signin%253fru%253dhttps%25253a%25252f%25252faccount.microsoft.com%25252f%2526ppud%253d4%26tw%3d18000%26fs%3d0%26ts%3d-1%26sec%3d%26mspp_shared%3d1%26seclog%3d10%26claims%3d%26wa%3dwsignin1.0%26wp%3dMBI_SSL%26lw%3d1%26fl%3deasi2%26contextid%3dE34363B46DC71E37&mkt=EN-US&uiflavor=web&id=292666&uaid=8aa35c85a9d9461eb3888e7695cab6c1

10.15

Me

you need your parents permission

10.15

Me

efore you can sign in to this Microsoft account and use it with Microsoft websites and services, you need a parent’s permission. If your parent is available now, ask them to sign in to this PC.

A parent’s permission is required by 11/17/2017.

10.16

Joel B.

Alright. Do we have the access to the parent account associated to this account [parent name]?

10.18

Me

yes

10.19

Joel B.

I see. Are we asked to sign in the parent account there in your end right now?

10.20

Me

yes

10.20

Joel B.

Cool! Now, please log in the parent account that is associated to this account.

10.21

Me

done

10.22

Me

i see

Me

Let your child use a Microsoft account?
Your child wants to create a Microsoft account to use with Microsoft websites, apps, online services, and products like Outlook.com, OneDrive, Xbox Live, Bing, Skype, Windows, and Windows Phone. Although these products and services aren’t specifically targeted to children, if your child has a Microsoft account he or she will be able to use them….

10.23

Joel B.

Cool! That is the agreement the parent account need to set up. Are we able to figure things out right now [parent name]?

10.24

Joel B.

Please feel free to ask me questions you have in mind. Alright?

10.24

Me

no, im asked for my info, inkluding my us adreess

10.25

Me

i live in denmark

10.25

Me

no option to change contry

10.25

Me

my childs address is set to redmond wisconsin US. this was automatically set when i created the account. i was never asked for this info!!!! again, as stated in the beginnig of the session… is there any reason to state the problem

10.28

Me

in the beginning if its not if its not read anyway?

10.29

Me

seriously this seems lame

10.29

Me

you’ve walked me through to the beginning of the problem and then ask me if im ik from there? seriously?

10.30

Me

‘ok

10.30

Joel B.

I see. I totally understand your thought of this [parent name], No worries! If thing wont work as what we want to there on your end we will manually perform a account migration on your child’s account.

10.31

Me

ok, i guess

10.31

Joel B.

That is for us to better understand what is happening on your end [parent name], No worries! I got you on this and I wont leave this chat with out being able to provide your the assistance needed for this concern.

10.33

Me

ok

10.33

Me

go

10.33

Me

we’ve just spend 45 minuts on finding the problem, which was stated 45 minuts ago

10.34

Me

in the beginnig of the session

10.35

Joel B.

I do apologies if it takes as time to figure things out. We just need to make sure that we got everything in order. I can go ahead and walk you through in migrating your account right now.

10.36

Me

ok

10.37

Joel B.

https://live.xbox.com/AccountMigration

10.37

Joel B.

Please click on that link [parent name].

10.37

Joel B.

After going to this link you’ll see some reminders that we need to read for the terms and condition for the account migration.

10.39

Joel B.

After hitting next you’ll see a drop down that will allow you to change the region you wish to select.

10.40

Joel B.

Hit next and then you’ll be able to see a message that says

“Move successful! Your Xbox Live account has been moved to your new region”

10.41

Me

nope, i need to verify my account first

10.43

Me

problem in cirkels

10.43

Joel B.

I see [parent name], Since this issue is complicated and tough. This is what we are going to do here. I’ll be taking this issue to our higher support that has the advance tools to get this issue resolved.

10.46

Joel B.

Taking you for taking this issue to our concern today.

10.47

Joel B.

I’ll take full ownership of this issue and personally take this to the higher supports attention to get this issue prioritized.

10.48

Joel B.

I’ll also be leaving this case open so I can personally deliver you result within 24 hours. How does that sound to you [parent name]?

10.48

Joel B.

I meant. Thanks you for taking this issue to our attention [parent name].

10.49

Me

let me put it in simplest possible terms: i can’t access my ([child gamertag]) account in any way, before verifying with my parent account, and i can’t verify the account as i have to provide my US address. the reason: [child gamertag] is AUTOMATICALLY given the location: Redmond, wisconsin, USA on creation of the account on the xbox360

10.50

Me

this is a common problem: https://answers.microsoft.com/en-us/mobiledevices/forum/mdlumia-mdaccount/verify-adult-status-for-childs-account-activation/48dee05f-58b0-466b-8793-3d12b993a6f0

10.51

Me

https://www.google.dk/search?q=verify+child%27s+microsoft+account+uk&oq=verify+&aqs=chrome.2.69i57j0j35i39j69i60l3.7158j0j4&sourceid=chrome&ie=UTF-8

10.52

Me

this is for the UK but besids that, the problem is the same

10.52

Joel B.

Yes I agree on you with that [parent name]. However we have already exhausted all the appropriate procedure provided by my tool to resolve that issue today. But this does not mean a dead end for us.

10.55

Me

can you delete the account ([child gamertag] / [child email])?

10.55

Joel B.

There’s always something we can do about, there’s greater support for this.

10.56

Me

then i can recreate it, this time on a computer

10.56

Me

that’d solve the problem

10.57

Joel B.

I see. Unfortunately as much as I would want to do that to make things a lot easier for us here I don’t have the tool to delete a customers account. That is restricted to our department. however other department could have that tool and just for permission and clarification about this. If the higher support team would have the option to delete that profile are we really sure we want that to be done [parent name]?

11.00

Me

yes, then i can recreate the account propperly

11.01

Me

im beginnig to doubt whos the support here, me or you

11.01

Joel B.

Lol. Yes man because you seem to have the knowledge of an engineer.

11.02

Joel B.

Anyways, there are always people who are more knowledgeable than us

11.03

Me

please delete the account

11.04

Me

or have your superiors do so or whatever

11.04

Joel B.

Alright man. I’ll take that request to the next level of support we have. Thanks for bearing with me through all the process we’ve had.

11.04

Joel B.

I can see that you have a wide understanding to this kind of things. Your the best customer I ever had today.

11.06

Joel B.

Would there be anything else I can assist you with today before I take this concern to them?

11.06

Me

no

11.07

Joel B.

I see. It was really great speaking with you today, To properly end this chat please click on the “End chat” button on the upper right side corner of our chat session. again thank you for contacting Xbox support and have a great rest of your day. Goodbye! :)

11.07

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