How to get service for Surface

To get service for your Surface, 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.

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:

Note: Not applicable for Surface Headphones, Surface Earbuds, or Surface Duo. For Surface Headphones troubleshooting, see Surface Headphones help.

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 Toolkit 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 your Surface battery won't charge or you're having other battery issues, see Surface battery won't charge or Troubleshooting Surface battery issues.

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 support site (the one you're on right here) for info on how to fix your specific issue, or see Surface model help and browse the topics related to your Surface model. 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

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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. 

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 for more info. After you’ve opened your service request, we’ll send you an email with shipping instructions.

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.

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

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.

Your broken Surface will be replaced with a refurbished Surface. (Repair usually costs more than sending a replacement.)

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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