I cannot connect the Surface Mouse to the Surface Laptop.

Marrion, unfortunately none of the suggestions noted above worked. We will return the Surface Mouse in question for a refund. On a different note, it should not be so difficult to communicate with Microsoft regarding Surface products. As far as PCs are concerned, I have been an advocate for Surface products for many years. The current experience with the lack of Customer Support has led me to believe that another PC manufacturer and their hardware may be a better option moving forward.

Thank you for your response.

Surface Customer Support should not be exclusively automated and electronic. Your customers should be able to speak with someone when frustrations and issues present themselves.

Have a great day.

Scott

Hi Scott Hughes1,

Thank you for reaching Microsoft Community. I understand that you're having trouble connecting your Surface Mouse to your Surface Laptop. Let's work together to resolve this issue.

Before we proceed, I would like to confirm. Is this the mouse that you have: Buy Surface Mobile Mouse – Microsoft Surface?

Is this the first time that you are trying to connect or pair the mouse to a device, or this used to work before and suddenly issue occurs?

If you press and hold the pairing button at the bottom of the mouse for 5 seconds, does the LED light starts to flash?

How about other Bluetooth accessories, are you able to connect or pair them to your Surface? This is for us to isolate if the issue is with the mouse or the Surface itself.

To troubleshoot, first let's check if your Surface Laptop has Bluetooth turned on. To do this, follow these steps:

1. Go to Start menu and click on Settings.
2. Click on Devices.
3. Click on Bluetooth & other devices.
4. Make sure that Bluetooth is turned on.

If Bluetooth is turned on and you're still unable to connect your Surface Mouse, let's try resetting the mouse. Here's how:

1. Press and hold the pairing button on the bottom of the mouse for 5-7 seconds until the light on the bottom of the mouse starts flashing.
2. On your Surface Laptop, go to Start menu and click on Settings.
3. Click on Devices.
4. Click on Bluetooth & other devices.
5. Click on Add Bluetooth or other device.
6. Select Bluetooth.
7. Select Surface Mouse from the list of available devices.
8. Follow the on-screen instructions to complete the pairing process.

Here is an article also that you can check for more details in setting up the Surafce Mobile Mouse: Set up Surface Mobile Mouse or Microsoft Modern Mobile Mouse - Microsoft Support

Let me know how it goes.

Kind regards,

Marrion

Hi Scott Hughes1,

Thank you for the response. Sorry to hear that the issue persists and that you have decided to just return the mouse for refund. We respect your decision on this and your feedback regarding with the support options is duly noted. Just in case needed though, you can reach our live support through these steps below:

1. Go to Contact Us - Microsoft Support
2. Choose how you would like to get support for your Surface device.
3. Type in the problem you need help with.
4. Look at any available solutions offered and select Contact Support.

Here is a forum article also with a more detailed guide in reaching our live support: How to get Phone and Chat Support (for Surface Home/Consumer - Microsoft Community

Thank you also for spending time here with us in the Community.

Kind regards,
Marrion