I am unable to start a service request on a Surface Pro tablet.

Question

I have added a Surface Pro serial number to my Microsoft account. A prompt stated that the device has been added. The device does not show in my account even after 24 hours. The device is out of warranty, however, I wish to open a service request to have the screen repaired. I am trying to find a live online chat with no success. I am only referred to surface.com/help but no help. It only walks me through the steps of creating the service request by adding device. I am stuck because unable to see the device once added.

Answer 1

On your Surface Pro:

Settings → Accounts → Your Info

Make sure you're signed in with Microsoft account (not local)

Then go to:

Settings → Accounts → Email & accounts

Re-add your Microsoft account if needed

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Use this link:

https://support.microsoft.com/contactus

Select Microsoft > Surface > Service & repair

Click:

Get Help → Contact Support

Choose:

Chat with a support agent

Answer 2

To create a service request for the Surface Pro screen even though it is out of warranty and currently not visible in the account, follow these steps based on the documented process:

1. Confirm the device is properly registered
   • Go to https://account.microsoft.com/devices and sign in with the same Microsoft account used previously.
   • If the Surface Pro does not appear in the list, select Register device and enter the serial number again, then complete the registration.
   • Registration is required before a service order can be created.
2. Start a service/repair order online
   • After the device appears under Devices, select the Surface Pro.
   • Choose Start order or Next (depending on the page wording) to begin the service process.
   • Follow the on-screen instructions to complete the service order.
   • Because the device is out of warranty, the flow will route to paid repair/replacement options. For out-of-warranty or damaged devices, the documented path is described in Get service for your out of warranty or damaged Surface.
3. If using Microsoft Complete (if previously purchased)
   • When starting the order, ensure the correct issue type is selected (for a damaged screen, choose the appropriate physical damage option such as cracked screen). This is required to use Microsoft Complete coverage if it exists on the device.
4. If the device still does not show after registration
   • Revisit the registration page at https://account.microsoft.com/devices and verify that the serial number is entered exactly as printed on the Surface Pro.
   • If the device cannot be made to appear and the online flow remains blocked, use the general support/contact options documented in the Q&A references (for example, the Get Help app or web support entry point) to reach a live agent who can assist with device registration and service order creation.
5. Prepare the device if a service order is successfully created
   • Before sending the Surface Pro in, back up all important files to another device or a cloud service such as OneDrive, because data cannot be recovered once the device is serviced.
   • After the order is created, follow the instructions in the order confirmation to print a shipping label and send the device. A refurbished device is typically sent back, and a post-service warranty (at least 90 days) applies as described in the out-of-warranty service documentation.

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References:

• Register your Surface or Xbox
• Shipping and repair options for service orders
• How to get service or repair for Surface
• Get service for your out of warranty or damaged Surface
• Check your Microsoft warranty and create service orders