Check the status of a Surface repair order, cancel the order, or print a shipping label

Applies To
Surface
  1. Go to Microsoft account | Devices and sign in with your Microsoft account.
  2. Select the device associated with your service order and expand it.
  3. Select Check status next to Service Orders.

Here you can:

  • Track the progress of your order.
  • Locate your tracking number by selecting and opening print shipping label.
  • If your order is no longer needed, you can cancel an active order by selecting Cancel order.

Note

There may be a short delay before your order is visible on the page.

What do the different order statuses mean?

Here are the different status messages you might see for your order.

Your order is created

You'll receive an email with what you need to do, based on the shipping and repair options you chose. Check your spam folder if you don't see an email within 24 hours of creating your order.

Your package is on its way to us

You already shipped your device or still need to ship it. There may be a delay from the time that the carrier notes delivery to the time that we acknowledge we received it.

Your package has arrived

We acknowledged that we received your package and will start service.

Your service order has been processed

Your device has been inspected and the next step is for your device to be returned to you. In most cases, you'll receive a notification of shipment within 6 to 8 business days. If you're experiencing delays, it might be due to inventory or shipping.

Your device has shipped

Your device is on its way to you and you'll receive an email with tracking information. If you didn't get an email, sign in to Microsoft account | Devices and select the device to see tracking information. It can take 24 hours for shipping information to appear. 

Your order is complete

We've received confirmation that your replacement device was delivered to the shipping address you provided. 

Need more help?

Technical support

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For technical support, open the Surface app, describe your problem and select Get Help.

Community support

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Communities can help you ask questions, and hear from experts with rich knowledge. Ask the Community.

Other support

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If you can't use your Surface or have a question about something else, open Get Help to get other support online.

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