To get service for a personal Surface device (not a business device), 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.

Note: If your Surface is a business device (owned by an organization), see Surface service options for Business and Education.

Troubleshoot your device before requesting service

Before you get service, use the Surface Diagnostic Toolkit to fix common software issues. See Fix common Surface problems using the Surface app and Surface Diagnostic Toolkit or Surface help & learning for more info. 

If the problem continues, you can start the warranty repair process for your Surface to have it serviced. 

Requesting service or repair

If you haven’t already registered your Surface product, see Check your Microsoft warranty and create service orders.

We provide a post-service warranty for devices that have been serviced or replaced by our service center. Replacement Surface devices are Microsoft Certified Refurbished.​​​​​​​ The length of the post-service warranty depends on whether the service was in-warranty or out-of-warranty.

Unless a mandatory provision of your local law provides otherwise, after repair or replacement, your Microsoft product will be covered by this post-service warranty for the longer of the remainder of your original warranty period or 90 days after Microsoft ships it to you.

For more information on out of warranty service costs and services see, How much does out-of-warranty service cost for your device or accessory?  

Through this process, you’ll find out if your Surface is in or out of warranty and how much it’ll cost, if applicable. Depending on the product, the service offered may be a repair or a refurbished replacement. Once an order is created, you’ll get a shipping label so you can send in your device.

Important: If you’re able to turn on your Surface, we highly recommend that you backup and save any important files and info from your Surface to another computer, drive, or cloud storage service like OneDrive. We won’t be able to recover it for you. For more info, see How to prepare your Surface for service. 

We have different service and support options available to assist you:

Start a repair online

Go to Select device for service and follow these instructions:  

  1. Sign in with your Microsoft account.

  2. Select the device that needs service, then select Next. If it isn't registered, select Register device.

  3. Locate your device and select info and support.

  4. Click start order.

  5. Follow the instructions to complete your service order.

Note: If during this process you experience issues completing an order due to payment method, see Troubleshoot payment option issues

If your device warranty does not match your proof of purchase, see Update your warranty with your proof-of-purchase 

If your device warranty has expired or to use Microsoft Complete Accidental Damage Protection see more information here: Get service for your out of warranty or damaged Surface - Microsoft Support.

Service centers for in-person support

In some countries and regions, Microsoft now offers service centers that provide in-person support. Service centers offer enhanced support including professional hardware inspection, troubleshooting, and system recovery. If the service center associates aren't able to resolve the issue, they could do a repair (in limited locations) or they can help facilitate sending your device to Microsoft for repair or replacement.

Currently, the following countries have in-person support available:

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.

Frequently asked questions

Select any heading below, and it’ll open to show more info.

It typically takes 6-8 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.

Genuine Microsoft Refurbished products have been inspected, tested, cleaned, and refurbished using genuine Microsoft parts. Each product goes through a rigorous quality certification process. Genuine Microsoft Refurbished products help reduce waste, which contributes toward our sustainability goals. Learn more at Microsoft’s commitment to sustainability.

The refurbished product you receive won't include accessories such as a power supply. Please don't include any accessories when sending in your non-functioning product, unless instructed to do so, as they may not be returned to you. Unless a mandatory provision of your local law provides otherwise, the Genuine Microsoft Refurbished product is warranted for 90 days or the remainder of your original warranty (or protection plan), whichever is longer.

Microsoft offers out-of-warranty service for a minimum of 3 years after the end of production.

Microsoft offers service for a minimum of 3 years after the date of sale. At first, it may be covered under your limited warranty or, if you purchased one, an optional protection plan. After that, Microsoft offers out-of-warranty service and some replacement components for a fee. Availability of replacement components and service options varies by device, by country or region, and over time.

No hardware issue was found: Microsoft ran a series of comprehensive and diagnostic tests and determined that no hardware faults were identified, and your device is performing as intended.  

Note: Before you send your Microsoft Device to Microsoft for Service, you are responsible to back up all existing data, back up existing files, and remove or erase all existing data and remove any accessories from the product. Learn more at How to prepare your Surface for service

Issue not covered: Microsoft determined that the issues identified were excluded from coverage under applicable consumer protections laws, Microsoft’s Limited Hardware Warranty or Microsoft Protection Plan.  To learn more about the exclusions in the Limited Hardware Warranty or Protection Plan, please review the applicable Warranty and Protection Plan Terms & Conditions. 

Microsoft is committed to delivering customer centric Surface repair. We perform comprehensive and diagnostic testing. If it is determined that a hardware fault covered by the limited hardware warranty is found, Microsoft will replace the necessary hardware components in your Surface device.  

If the motherboard is replaced, you may see a different internal (system) serial number for your device. The internal (system) serial number is found in Settings/About and in the Surface App in Device Information. When certain components in your Surface device are replaced in the repair process, the change in the internal serial number ensures the device functions within Microsoft specification.  

The new internal (system) serial number will also be updated and reflected in your account at account.microsoft.com.  

Notes: 

  • Please continue to refer to the serial number etched on the external cover of your Surface device when requesting warranty service and customer support. Please refer to Find the serial number on your Microsoft or Surface device ​to learn more about where to locate the etched serial number.  

  • For customers using Windows Autopilot device registration, please be aware that if the internal serial number of your device is changed, specific instructions are available to guide you through the process of registering your device on Windows Autopilot. Please refer to Windows Autopilot motherboard replacement scenario guidance 

If you need additional assistance, please contact us for support.  

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