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After a service request, you'll need to set up your Surface, install updates, restore your files, and reinstall your apps. 

Note: To find out how to set up Surface Headphones after service, see Set Up Surface Headphones. To find out how to set up Surface Earbuds after service, see Set up Surface Earbuds.

Step 1: Turn on your Surface and complete setup

You can quickly get your files, themes, and some settings, as well as many of your installed apps and Wi-Fi information. These will be available on your new Surface if you made a backup from your former Surface. For more, see Back up your Windows PC.

On Windows 11, when you set up your Surface, just sign in with the same Microsoft account you used to make a backup. We'll see that you have backups saved and ask if you'd like to restore one. The most recent backup will be listed. Select Restore from this PC or select more options if you'd like to see a list of other backups you could restore from.

On Windows 10, as long as you sign in with the same Microsoft account you used to make a backup, everything will restore—and you'll still have your folders synced to OneDrive and your settings synced to your Microsoft account.

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Step 2: Install updates

You can quickly check the health of your Surface drivers and firmware using the Surface app.

Open the Surface app

  1. In the Surface app, expand Help & support to check if the update status is "You're up to date" or something else.

  2. If needed, select the option to update the devices.

    Note: If you don't have the Surface app installed, you can download the Surface app from the Microsoft Store. When it has downloaded, select Start, search for Surface, then select the app from the list of results.

Step 3: Pair your Bluetooth accessories

After a replacement, you’ll need to pair your Bluetooth accessories with your Surface. For more information, see Pair a Bluetooth device in Windows.

If you’re having issues pairing your Bluetooth accessory, see Troubleshoot problems with your Microsoft Bluetooth mouse or keyboard

Step 4: Reinstall your apps

When you get a Surface back from our service center, you’ll need to reinstall your Windows apps and other software, like Microsoft Office.

Reinstall Windows apps

Windows 11

  1. Select Start, then select Microsoft Store.

  2. Select Library and choose the apps or games you want to install on your Surface. 

Windows 10

  1. Select Start, then select Microsoft Store.

  2. Select More , and then select My Library.

  3. Choose the apps or games you want to install and select Download .

Reinstall Microsoft Office

When you're ready to reinstall Office, sign in at with the same Microsoft account you associated with your Office product when you first installed it. You can also find installation steps here:

Install Office on your PC or Mac

Reinstall any other apps or programs

Install any other programs you used by either visiting the software developer’s site or by installing from the program CD you purchased.

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