How to get service or repair for Surface

If you haven’t already registered your Surface product, go to https://account.microsoft.com/devices to do so.

To register, you’ll need:

• A Microsoft account (email address and password).

  Your Microsoft account is the email address and password you use to sign in to your Surface and Microsoft services like Outlook, OneDrive, and Xbox Live. If you don’t have a Microsoft account, you can get one for free.

• The serial number of your Surface or Surface Type Cover.

  For more info, see Find the serial number on Surface.

Let’s get you to the recommended help and articles for the issue you are encountering:

1. Visit our help page for Surface devices.

2. Choose how you would like to get support, enter what you need assistance with and then follow the recommended help or articles.

If you aren't able to resolve the issue from the solutions given, here's what we recommend you try next:

• Before submitting your Surface for service, try using the Surface Diagnostic Toolkit to fix common software issues. See Fix common Surface problems using the Surface app and Surface Diagnostic Toolkit for more info.

• If the Surface Diagnostic Toolkit doesn't fix the issue you're having, try resetting your Surface. See Restore or reset Surface.

If you still can't troubleshoot your issue, see the "Requesting service" section below.

Send in your Surface

If none of the previous solutions have resolved your issue, you can send in your Surface.

If you decide to send it in, go to Device service and repair and sign in with your Microsoft account. If your device is already registered, select it and follow the instructions. If your device isn't listed, select Don't see your device? to register it, then follow the instructions to get service.

Through this process, you’ll find out if your Surface is in or out of warranty and how much it’ll cost, if applicable. Depending on the product, the service offered may be a repair or a refurbished replacement. Once an order is created, you’ll get a shipping address so you can send in your device. Continue to  Frequently asked questions for more info.

Service centers for in-person support

In some countries and regions, Microsoft now offers service centers that provide in-person support. Service centers offer enhanced support including professional hardware inspection, troubleshooting, and system recovery. If the service center associates aren't able to resolve the issue, they could do a repair (in limited locations) or they can help facilitate sending your device to Microsoft for repair or replacement.

Currently, the following countries have in-person support available:

• China

• Japan

• United Kingdom

• United States (select locations in AZ, FL and TX only at this time)

Self-repair

We've added options for you to repair your devices if you have technician level abilities and the tools to perform repairs on your own devices. Microsoft has a range of parts available for purchase, which can be used for self-repair, benefiting you when devices are out of warranty. See what options are available at Self-repair information for your Surface device.

To find the status of a repair order for your Surface, see Check the status of a Surface repair order.

Before sending us your Surface, back up your files and remove all your accessories. For details, see How to prepare your Surface for service. To learn how to do this for Surface Duo, see Prepare Surface Duo for service.

If you send in your device for service, you can check the status of your service order at https://account.microsoft.com/devices.

When you get a Surface back from our service center, follow the steps in Set up your Surface after service. For Surface Duo, follow the steps in Set up your Surface Duo after service.

Accessories (Type Covers, the power supply, Surface adapters) will be ready to use as soon as you connect them.

During the online service request process, we’ll tell you if your Surface is under warranty. If it’s out of warranty, you may need to pay a service fee.

If you purchased Microsoft Complete (not applicable to Surface Headphones), you can use one of the two Accidental Damage Claims to replace your Surface. The only cost is the deductible amount for the claim.

Surface devices except Surface Duo 

Country	Currency	Cost
Australia	AUD	54
Austria	EUR	49
Belgium	EUR	49
Canada	CAD	49
China	CNY	329
Denmark	DKK	460
France	EUR	49
Germany	EUR	49
Ireland	EUR	49
Italy	EUR	49
Japan	JPY	5400
Netherlands	EUR	49
New Zealand	NZD	59
Norway	NOK	399
Poland	PLN	179
Portugal	EUR	49
Singapore	SGD	69
Spain	EUR	49
Switzerland	EUR	49
US	USD	49

Surface Duo

Country	Currency	Cost
Canada	CAD	136
France	EUR	90
Germany	EUR	90
Japan	JPY	10800
United Kingdom	GBP	81
United States	USD	99

If you don’t have Microsoft Complete, the cost depends on which Surface you have. See How much does non-warrantied service cost for your Surface device?

It typically takes 6-8 business days to get your Surface back after you ship it to us, depending on where you live and barring any inventory or shipping delays. For Surface Studio, an agent will help you and it may be shipped back to you faster.

Genuine Microsoft Refurbished products have been inspected, tested, cleaned, and refurbished using genuine Microsoft parts. Each product goes through a rigorous quality certification process. Genuine Microsoft Refurbished products help reduce waste, which contributes toward our sustainability goals. Learn more at Microsoft’s commitment to sustainability.

The refurbished product you receive won't include accessories such as a power supply. Please don't include any accessories when sending in your non-functioning product, unless instructed to do so, as they may not be returned to you. Unless a mandatory provision of your local law provides otherwise, the Genuine Microsoft Refurbished product is warranted for 90 days or the remainder of your original warranty (or protection plan), whichever is longer.

Microsoft offers out-of-warranty service for a minimum of 3 years after the end of production.

Microsoft offers service for a minimum of 3 years after the date of sale. At first, it may be covered under your limited warranty or, if you purchased one, an optional protection plan. After that, Microsoft offers out-of-warranty service and some replacement components for a fee. Availability of replacement components and service options varies by device, by country or region, and over time.

In some countries and regions, Microsoft now offers service centers that provide in-person support.

Currently, the following countries have in-person support available:

• China

• Japan

• United Kingdom

• United States (select locations in AZ, FL and TX only at this time)​​​​​​​​​​​​​​

Here’s What happens when you send your device to Microsoft for a repair service. 

No hardware issue was found: Microsoft ran a series of comprehensive and diagnostic tests and determined that no hardware faults were identified, and your device is performing as intended.  

Issue not covered: Microsoft determined that the issues identified were excluded from coverage under applicable consumer protections laws, Microsoft’s Limited Hardware Warranty or Microsoft Protection Plan.  To learn more about the exclusions in the Limited Hardware Warranty or Protection Plan, please review the applicable Warranty and Protection Plan Terms & Conditions. 

Microsoft is committed to delivering customer centric Surface repair. We perform comprehensive and diagnostic testing. If it is determined that a hardware fault covered by the limited hardware warranty is found, Microsoft will replace the necessary hardware components in your Surface device.  

If the motherboard is replaced, you may see a different internal (system) serial number for your device. The internal (system) serial number is found in Settings/About and in the Surface App in Device Information. When certain components in your Surface device are replaced in the repair process, the change in the internal serial number ensures the device functions within Microsoft specification.  

The new internal (system) serial number will also be updated and reflected in your account at account.microsoft.com.  

If you need additional assistance, please contact us for support.