Surface Support Portal overview

• Applies to:

  Windows 10, Windows 11

The Microsoft 365 Surface Support Portal provides a self-serve, centralized solution to get help if you're experiencing an issue with your Surface device. You can also submit requests to replace or repair your device, look up current warranty and protection plans, and register devices for Windows Autopilot enrollment.

Tip

To learn more about accessing the Surface Support Portal or the Microsoft Intune-based Surface Management Portal, see Streamline access to Surface Portals for commercial customers.

• Create a service request for device replacement or repair
• Create a support request
• Register devices
• View coverage and manage warranty requests

Create a service request for device replacement or repair

1. Select Create service request and follow the instructions. Provide a detailed description of the problem or issue you're experiencing with the device or accessory.

   

2. Select Submit to send your service request.

Create a support request

1. Select Create support request and enter details of the issue you're experiencing. More detailed descriptions can lead to quicker resolutions.

   

2. Select Contact me to submit your support request.

Your support request is listed under "Support requests" where you can track the status and manage any open or closed requests.

Register devices

The Surface Support Portal enables IT admins to register devices, allowing you to associate devices with your tenant. This facilitates Windows Autopilot enrollment, allowing for seamless device management and integration into your organization's IT infrastructure. Follow these steps to register your devices:

1. Begin new device registration:

   • Select Register devices. You'll see options to either begin a new device registration or request support.

2. Add a single device:

   • Enter the device serial number and PO (Purchase Order) number in the provided fields.
   • Select Add to register the device.

   

3. Add devices in bulk:

   • Prepare a CSV file with two columns, Device Serial Number and PO Number. Ensure all serial numbers include leading zeros.
   • Select Import CSV to upload your file, or download a sample CSV template for reference.

4. Confirm tenant details:

   • Provide the required information, including contact email, tenant ID, and domain name.
   • These details are prepopulated from your signed-in account.

5. Provide proof of ownership:

   • Attach purchase receipts or invoices that include your company name and all device serial numbers listed.

6. Finalize registration:

   • Verify all details are correct and select Request registration.
   • Your registered devices are listed under Date & Time, Request number, and State for tracking and management.

   

View coverage and manage warranty

• Select Coverage to view devices covered under warranty, the time remaining for each device under warranty, and related details.
• Select Warranty & service to view the status of service orders and related details.
• To learn more, see Manage your Surface warranty & service requests

View information about IT tools

• Select Surface IT Tools to access details about the latest tools, including the Surface IT Toolkit, Surface Diagnostics Toolkit for Business, and Surface API Management Service.

Learn more

• Surface Management Portal
• Manage your Surface warranty & service requests
• Streamline access to Surface Portals for commercial customers
• Surface IT Toolkit