How to get service for Surface

Applies to: Surface

If your Surface product needs service, you can request it online. Here’s how.

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:

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, try resetting your Surface. See Restore or reset Surface.

If your Surface won't start up or it goes to sleep and won't wake up, try waking it. See Surface won’t turn on or wake from sleep.

If Windows doesn’t start correctly when you turn on your Surface, try troubleshooting it. See Windows doesn’t start on Surface.

If the screen flickers or is scrambled on a Surface 4 Pro, you might have to update its drivers or take other steps. See Surface Pro 4 screen flickers or is scrambled.

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 (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.

Country Currency Cost
Australia AUD 54
Austria EUR 49
Belgium EUR 49
Canada CAD 49
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
 

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 (USD)
Surface Headphones 179.00
Surface Book 599.00
Surface Book 2 - 13.5" 599.00
Surface Book 2 - 15" 649.00
Surface Go 249.00
Surface Laptop 2 450.00
Surface Laptop (1st Gen) 450.00
Surface Studio 2 899.00
Surface Studio (1st Gen) 899.00
Surface Pro 6 450.00
Surface Pro (5th Gen) 450.00
Surface Pro 4 450.00
Surface Pro 3 599.00
Surface 3 (LTE)

Discontinued

Surface 3

Discontinued

Surface 2 (4G/LTE)

Discontinued

Surface 2

Discontinued

Surface Pro 2

Discontinued

Surface Pro 1

Discontinued

Surface RT

Discontinued

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 service a flat fee?
We treat all eligible Out-of-Warranty devices equally. Customers choosing the Out-of-Warranty service option will receive a replacement device as long as the device meets eligibility requirements.

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