"Internal Service" error message when trying to reset a Parental Controls pin.

If you are trying to reset the Parental Controls PIN and you receive an error message that says "An error occurred in our internal service. Please try again in a few minutes. If the error persists, you can contact Player Support for further assistance", try the following troubleshooting steps to resolve this issue: 

Confirm the error

1. Confirm if you received the exact error message shown below:

Example of the internal service error message.

Browser troubleshooting

1. Clear your browser's cookies and cache
2. Try using an incognito or private browser tab
3. Try using a different internet browser
4. Try using a different device

Verify the correct account and guardian email

1. Confirm you're logged in to the minor’s Epic Games account and not the parent/guardian account.
   • The PIN reset email is sent to the parent/guardian's email address used to verify the minor’s account. If you are unsure which email was used, we recommend checking all email inboxes you may have used.

Private browsing workaround

If the issue persists, we recommend the following workaround:

1. Open a private or incognito browser window.
2. Log in to the minor’s account and request a PIN reset.
3. Open the guardian's email in a new tab within the same browser window.
4. Copy the reset link below the button instead of selecting the button.
5. Return to the tab where the minor's account is logged in and paste the link into the browser.
6. Reset the PIN and confirm the account remains logged in as the minor.