Note Some products might not be available in your country or region.
Some products might not be available in your country or region.
If your Surface product needs service, you can request it online. Here’s how.
- Are you a business customer?
- Things to do before requesting service
- Frequently asked questions
- Walk-in center information
Are you a business customer?
If so, this page isn’t for you. Instead, see Surface for Business help.
Things to do before requesting service
Register your Surface product
If you haven’t already registered your Surface product, go to Device service and repair 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 Typing Cover.
For more info, see Find the serial number on Surface or Find the serial number on your Surface Typing Cover.
Troubleshoot the problem
Before sending your Surface in for service, try using the Surface Diagnostic Toolkit to fix common software issues. See Fix common Surface problems using the Surface Diagnostic Toolkit for more info. If the Surface Diagnostic Tool doesn't fix the issue you're having, then try resetting it. See Restore or reset Surface.
Resetting your Surface may help resolve common issues and could save you time and effort. For more info, see Restore or reset Surface.
If those things don’t work, search this site for info on how to fix your specific issue, or browse topics by Surface model.
Sending in your Surface for service
Go to Device service and repair, sign in with your Microsoft account, and follow the on-screen instructions. You’ll find out if your Surface is in or out of warranty and how much it’ll cost, if applicable. If your product is eligible for service, you’ll get a shipping address so you can send it in, or if you have Surface Studio, an agent will help you. Continue to Frequently asked questions, below, for more details.
How much will this cost?
If you purchased Microsoft Complete, you can use one of the two Accidental Damage Claims to replace your Surface. If you don’t have Microsoft Complete, the cost depends on which Surface you have.
If your Surface is no longer covered by your Standard Limited Warranty or Microsoft Complete Extended Service Plan you may be eligible for out-of-warranty service for a fee. The chart below outlines the out-of-warranty service fee by device type. Out of warranty pricing does not include applicable taxes.
Product Price (AUD) Surface 2 596.00 Surface Pro 2 926.00 Surface Pro 3 755.00 Surface 3 411.00 Surface 3 (LTE) 411.00 Surface Pro 4 596.00 Surface Book 755.00 Surface Studio 1,191.00 Surface Laptop 596.00 Surface Pro (latest) 596.00
If your Surface is no longer covered by your Standard Limited Warranty or Microsoft Complete Extended Service Plan you may be eligible for out-of-warranty service for a fee. The chart below outlines the out-of-warranty service fee by device type.
Out of warranty pricing does not include applicable taxes.
Send us the product
After you’ve opened your service request, we’ll send you an email with shipping instructions.
Prepare your Surface
Before sending us your Surface, back up your files and remove all your accessories. For details, see How to prepare your Surface for service.
You can check the status of your service request at Device service and repair at any time.
What to do after service
When you get a Surface back from our service center, follow the steps in Set up your Surface after service.
Accessories (Typing Covers, the power supply, Surface adapters) will be ready to use as soon as you connect them.
Frequently asked questions
What if my Surface is out of warranty?
During the online service request process at Device service and repair, we’ll tell you if your Surface is under warranty. If it’s out of warranty, you may need to pay a service fee.
How much will service cost?
The specific amount depends on the Surface model and if it’s still under warranty. You can see the service fee during the service request process at Device service and repair.
If payment is required for the service, you can pay with a credit card.
How long will it take to get my Surface serviced?
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.
What is covered with Out-of-Warranty support?
Your broken Surface will be replaced with a refurbished Surface (repair usually costs more than sending a replacement).
Why is the Out-of-Warranty support a flat price?
Any customer who uses Out-of-Warranty support gets a replacement Surface, so it’s one price no matter what happened to the broken Surface.
Can I just have a third party fix my Surface instead of going through the Microsoft Out-of-Warranty process?
We don’t recommend it, because fixing a Surface can be complicated and it requires proprietary Microsoft repair tools. If you have someone else fix it, the quality and integrity of your Surface can be compromised, and you’ll void the warranty.