To get service for a personal Surface device (not a business device), you can send it in to get quality service performed by trusted experts using certified parts. You’ll be back up and creating your best work on your Surface.
Note:If your Surface is a business device (owned by an organization), see Surface service options for Business and Education.
Things to do before requesting service
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If you haven’t already registered your Surface product, go to https://account.microsoft.com/devices to do so.
To register, you’ll need:
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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.
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The serial number of your Surface or Surface Type Cover.
For more info, see Find the serial number on Surface.
Note:Not applicable for Surface Headphones, Surface Earbuds, or Surface Duo. For Surface Headphones troubleshooting, see Surface Headphones help.
Let’s get you to the recommended help and articles for the issue you are encountering:
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Visit our help page for Surface devices.
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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:
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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.
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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.
Are you a business customer?
There's a separate process for business customers. Please see Surface for Business help.
Requesting service or repair
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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:
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.
Frequently asked questions
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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 |
|---|---|---|
| AUD | 54 | |
| Austria | EUR | 49 |
| Belgium | EUR | 49 |
| CAD | 49 | |
| China | CNY | 329 |
| Denmark | DKK | 460 |
| France | EUR | 49 |
| Germany | EUR | 49 |
| EUR | 49 | |
| Italy | EUR | 49 |
| Japan | JPY | 5400 |
| Netherlands | EUR | 49 |
| NZD | 59 | |
| Norway | NOK | 399 |
| Poland | PLN | 179 |
| Portugal | EUR | 49 |
| Spain | EUR | 49 |
| 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 3–12 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:
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China
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India
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Japan
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United States
Related topics
Sign in to and out of your Surface
How to prepare your Surface for service
Surface warranty: Frequently asked questions
Set up your Surface after service
Service centers for in-person support
