Microsoft Pen stopped working. What do I do?

Question

I bought this microsoft pen over a year ago from a carrier shop. I have not kept the receipt since I was not aware that this problem was even possible. The tip has stopped working as if the tip is disconnected from my surface go. However, the eraser is still working and have the "touch screen" function. I've done pretty much all the troubleshooting I could from multiple sources such as those facing the same problems in the community. I'm currently a student and so I'm not really too keen in spending another $100+ on another pen. I'm trying to send a message to the support team but is unable to do so due to a missing proof of purchase. Please help.

Answer 1

Hi Sam_36O,

Thank you for posting in Microsoft Community.

We apologize for the inconvenience caused and would like to ensure that you have a better experience. Based on your description, it appears that you are experiencing issues with your Surface pen, where no ink is produced when you try to write on your Surface. This could be due to outdated pen drivers, Windows updates, or the pen itself.

Let’s work together in finding the best solution to this issue. Regarding the issue for the Surface pen no ink issue, and you already do some basic troubleshooting to fix this issue. We will perform some steps to further fix the issue since we don’t know the steps you have done so far.

1. Check if your Surface Pen is compatible with your Surface. You can find more information on compatibility and features at.
2. Check the battery level of your pen. If the light on your pen is blinking red, you may need to change or charge the battery. You can check the battery level of your pen in your settings.
3. Try restarting your Surface and pairing your pen again. On your pen, press and hold the top button until the LED light blinks to turn on Bluetooth pairing mode.
4. On your Surface, select Start > Settings > Bluetooth & devices. Make sure Bluetooth is on, then select Add device. Choose Surface Pen in the list of devices.
5. Follow any other instructions if they appear, then select Done. If you don’t see your pen in the list of devices, the LED light can help you find the issue.
6. Press and hold the top button of your pen for 5-7 seconds. When you press and hold the top button, the LED light blinks continuously.
7. Your pen is receiving power and trying to pair with a device. Restart your Surface and try pairing it again.
8. The LED light blinks for 2-3 seconds. Your pen is already paired to another nearby Surface.
9. To fix this, find the other Surface and remove this pen from its Bluetooth devices list.
10. To remove it, select Start > Settings > Bluetooth & devices. In the list of Bluetooth devices, select your pen and remove it.

If none of these step's work, you can request a replacement Surface Pen. Just to set you an expectation. Processing replacement orders, checking the status of orders, and escalating cases are beyond our scope of support here in the community. We do not have the necessary tools to create or check orders. Only our live support team can assist you with this concern.

If you lose your receipt and don’t have a copy of your order online, you can still request a copy of the order from the courier. If the order is less than a year old, they should be able to provide you with a copy. Once you have the copy of the order or receipt, contact the live support team via chat or phone to request a replacement. If you’re still unable to obtain a copy of the order or receipt from the carrier shop, you can ask the support team if they can make an exception for you.

To contact the live support team.

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.

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

You can also check this link. Global Customer Service phone numbers - Microsoft Support

I hope this helps resolve your issue. Let me know if you have any further questions or concerns.

Kind regards,

Christopher.

Answer 2

Hello Sam_36O

We haven't heard from you, so we assume that your issue has already been addressed. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question (microsoft.com)Thank you for understanding.

 Regards,

Christopher