Frequently asked questions about service
How do I contact support?
If you need help, contact us. You’ll have the option to chat with a support agent or to set up a callback from an agent.
How do I submit a repair request?
To create a service order for your device, follow these steps:
Go to Device service and repair and sign in.
Select the device that needs service. If the device isn't listed, select Register device to register it.
Follow the instructions to complete a service order.
If there are any personal costs associated with the repair, those costs will be described to you before you complete your submission. If you have questions during the submission process, you can contact support for assistance.
How do I check the status of my device repair?
You can check the status of your repair by going to account.microsoft.com/devices. To learn more, see Check the status of a Surface repair order.
You should also receive status updates through the email address you provided when you created your service order. If you still have questions about the status, contact support.
Can I get service if I don’t have warranty coverage?
If the problem with your Surface is not covered by the warranty or if your warranty has expired, your Surface may be eligible for out-of-warranty service for a fee. Be aware that out-of-warranty service for your device may no longer be available in your region. To learn more, see How to get service for Surface.
How much does out-of-warranty service cost?
See How much does out-of-warranty service cost for your Surface device or accessory?
What's my warranty coverage after my Surface is replaced?
We provide a post-service warranty for devices that have been serviced or replaced by our service center. The length of the warranty depends on whether the service was in-warranty or out-of-warranty:
In-warranty service: If your Surface was serviced or replaced within the original warranty period, you receive either the balance of your original hardware warranty or 90 days, whichever is longer.
Out-of-warranty service: If your Surface was serviced outside the original warranty period, your replacement or serviced device will have a 90-day hardware warranty.
How do I get my data off a Surface I’m sending in for service?
Before you send your Surface to us, make sure you check out How to prepare your Surface for service.
What Surface device do I have?
To determine your model details, see Find out which Surface model you have.
How do I find the serial number for my Surface?
For help finding this, see Find the serial number on Surface devices.