Related topics
×
Sign in with Microsoft
Sign in or create an account.
Hello,
Select a different account.
You have multiple accounts
Choose the account you want to sign in with.

This article is for a Surface device that is out of warranty, damaged, or has a cracked screen. You can learn how to send us your Surface device, find out how much it will cost for service, or (if you have technician-level abilities) learn about self-repair.

Send us your Surface device

If your Surface device is out of warranty, damaged, or has a cracked screen, it may need to be replaced with a refurbished device.

Start the replacement process online

Important: Surface devices shipped in for service can't be repaired and must be replaced. We highly recommend that you back up your data if you can do so. We won't be able to recover it for you. 

Go to https://account.microsoft.com/devices and follow these instructions: 

  1. Sign in with your Microsoft account.

  2. Select the device that needs service, then select Start order. If it isn't registered, select Don't see your device? to register it.

  3. Follow the instructions to complete your service order.

If you’re able to turn on your Surface, be sure to save any important files and info from your Surface to another computer, drive, or cloud storage service like OneDrive. For more info, see How to prepare your Surface for service.

Next steps

Send us your broken device and we'll send you a refurbished device. To learn more about shipping, see Shipping and repair options for service orders.

What is the warranty on my replacement Surface after service is complete?

The post-service warranty is 90 days or the remainder of the warranty, whichever is greater. If your device was outside of the Limited Warranty, you'll get a 90 day service warranty.

How much will it cost for service?

The cost will depend on whether the device is still under warranty.

Without Microsoft Complete: If your device doesn't have Microsoft Complete or Microsoft Complete has expired, see How much does out-of-warranty service cost for your Surface device or accessory? to determine the cost to replace your device.

With Microsoft Complete: For a Surface that is still within the covered warranty period, you can use one of your accidental damage claims to replace your Surface for a deductible fee (see table). Microsoft Complete is not available in all regions.

  • To be able to use one of your accidental damage claims, you must select Cracked Screen under Select issue type when you create your claim.

  • You must have at least one accidental damage claim available to use.

Out of Warranty Costs

Note: The costs are inclusive of shipping costs and applicable taxes unless otherwise noted. Replacement devices are non-refundable.

See How much does out-of-warranty service cost for your Surface device or accessory?

Microsoft Complete deductible costs

The following table shows the deductible costs for accidental damage claims for customers who have Microsoft Complete. 

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

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

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.

Related topics

Need more help?

Want more options?

Explore subscription benefits, browse training courses, learn how to secure your device, and more.

Communities help you ask and answer questions, give feedback, and hear from experts with rich knowledge.

Find solutions to common problems or get help from a support agent.

Was this information helpful?

What affected your experience?
By pressing submit, your feedback will be used to improve Microsoft products and services. Your IT admin will be able to collect this data. Privacy Statement.

Thank you for your feedback!

×