How to book a Surface Studio Out of Warranty Repair

Question

How to book a Surface Studio Out of Warranty Repair

Mike Greaves 0

I have a Studio 2+ which has just suffered a broken screen. Can anyone help me book an out-of-warranty repair, as the process fails at the last stage?

I try to book a repair through the Surface App/Help and support/Submit a repair request for Surface/Start the return process online/Select device for service. Then I select the device, describe the specific issue, select shipping address, select Send it to us for service and select the service method: Out of Warranty - Standard Exchange (price quoted). Next select shipping Method - Prepaid Empty Box with Label (free). I get a warning that the item is out of guarantee and will require a paid exchange - I tick the read box and get to Payment and Review:

Step 1: Shipping and Delivery (all OK)

Step 2: Payment - Payment Method - Choose a way to pay - but there are no options for payment

Step 3: Review your order (all OK)

I tick the Service Terms box but I cannot get any further. I can only go back and repeat, with the same result.

Please help - I love my Surface Studio!

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2 answers

Your answer

Answer 1

Mike Greaves 0

It seems that Paypal is not accepted as a payment method.

I added a bank account and that appeared as a payment method so I was able to complete the transaction.

0 comments

Answer 2

Harold Milan 17,595 Independent Advisor

Hi Mike,

Thank you for reaching out, and I’m really sorry you’re running into this issue. I understand how frustrating it is to go through the Surface repair process and get stuck at the payment step—especially when everything else seems to be working fine.

Here's what might be causing it:

No payment method is linked to your Microsoft account. Even if you're ready to pay, the system won’t show any options unless a valid payment method is already added.
Browser issues. Sometimes, the page doesn’t load correctly due to cache, cookies, or browser extensions.

What you can do:

Add a payment method Go to account.microsoft.com/billing/payments and make sure you have a valid card or PayPal account added.
Try again using a different browser Use Microsoft Edge or Chrome in incognito mode. You can also try clearing your browser’s cache and cookies.
If it still doesn’t work Please contact us directly at support.microsoft.com/contactus. Choose Surface > Device Service and Repair > Payment Issues, and we’ll help you complete the request.

Thank you for your patience and for working with us on this. We look forward to your update so we can assist you further if needed.

Best regards,

Harold

Microsoft Support Team

Harold Milan 17,595 Reputation points Independent Advisor

2025-07-25T18:40:15.1+00:00
Hi Mike,

Thank you for reaching out, and I’m really sorry you’re running into this issue. I understand how frustrating it is to go through the Surface repair process and get stuck at the payment step—especially when everything else seems to be working fine.

Here's what might be causing it:

No payment method is linked to your Microsoft account. Even if you're ready to pay, the system won’t show any options unless a valid payment method is already added.

Browser issues. Sometimes, the page doesn’t load correctly due to cache, cookies, or browser extensions.

What you can do:

Add a payment method Go to account.microsoft.com/billing/payments and make sure you have a valid card or PayPal account added.

Try again using a different browser Use Microsoft Edge or Chrome in incognito mode. You can also try clearing your browser’s cache and cookies.

If it still doesn’t work Please contact us directly at support.microsoft.com/contactus. Choose Surface > Device Service and Repair > Payment Issues, and we’ll help you complete the request.

Thank you for your patience and for working with us on this. We look forward to your update so we can assist you further if needed.

Best regards,

Harold

Microsoft Support Team
Harold Milan 17,595 Reputation points Independent Advisor

2025-07-25T19:23:18.73+00:00
Hi Mike,

Thank you for reaching out, and I’m really sorry you’re running into this issue. I understand how frustrating it is to go through the Surface repair process and get stuck at the payment step—especially when everything else seems to be working fine.

Here's what might be causing it:

No payment method is linked to your Microsoft account. Even if you're ready to pay, the system won’t show any options unless a valid payment method is already added.

Browser issues. Sometimes, the page doesn’t load correctly due to cache, cookies, or browser extensions.

What you can do:

Add a payment method Go to account.microsoft.com/billing/payments and make sure you have a valid card or PayPal account added.

Try again using a different browser Use Microsoft Edge or Chrome in incognito mode. You can also try clearing your browser’s cache and cookies.

If it still doesn’t work Please contact us directly at support.microsoft.com/contactus. Choose Surface > Device Service and Repair > Payment Issues, and we’ll help you complete the request.

Thank you for your patience and for working with us on this. We look forward to your update so we can assist you further if needed.

Best regards,

Harold

Microsoft Support Team
Harold Milan 17,595 Reputation points Independent Advisor

2025-07-25T19:27:08.72+00:00
Hi Mike,

Thank you for reaching out, and I’m really sorry you’re running into this issue. I understand how frustrating it is to go through the Surface repair process and get stuck at the payment step—especially when everything else seems to be working fine.

Here's what might be causing it:

No payment method is linked to your Microsoft account. Even if you're ready to pay, the system won’t show any options unless a valid payment method is already added.

Browser issues. Sometimes, the page doesn’t load correctly due to cache, cookies, or browser extensions.

What you can do:

Add a payment method Go to account.microsoft.com/billing/payments and make sure you have a valid card or PayPal account added.

Try again using a different browser Use Microsoft Edge or Chrome in incognito mode. You can also try clearing your browser’s cache and cookies.

If it still doesn’t work Please contact us directly at support.microsoft.com/contactus. Choose Surface > Device Service and Repair > Payment Issues, and we’ll help you complete the request.

Thank you for your patience and for working with us on this. We look forward to your update so we can assist you further if needed.

Best regards,

Harold

Microsoft Support Team
Harold Milan 17,595 Reputation points Independent Advisor

2025-07-25T19:32:01.8166667+00:00
Hi Mike,

Thank you for reaching out, and I’m really sorry you’re running into this issue. I understand how frustrating it is to go through the Surface repair process and get stuck at the payment step—especially when everything else seems to be working fine.

Here's what might be causing it:

• No payment method is linked to your Microsoft account.

Even if you're ready to pay, the system won’t show any options unless a valid payment method is already added.

• Browser issues.

Sometimes, the page doesn’t load correctly due to cache, cookies, or browser extensions.

What you can do:

Add a payment method

Go to account.microsoft.com/billing/payments and make sure you have a valid card or PayPal account added.

Try again using a different browser

Use Microsoft Edge or Chrome in incognito mode. You can also try clearing your browser’s cache and cookies.

If it still doesn’t work

Please contact us directly at support.microsoft.com/contactus. Choose Surface > Device Service and Repair > Payment Issues, and we’ll help you complete the request.

Thank you for your patience and for working with us on this. We look forward to your update so we can assist you further if needed.

Best regards,

Harold

Microsoft Support Team
Harold Milan 17,595 Reputation points Independent Advisor

2025-07-25T19:40:54.2666667+00:00
Hi Mike,

Thank you for reaching out, and I’m really sorry you’re running into this issue. I understand how frustrating it is to go through the Surface repair process and get stuck at the payment step—especially when everything else seems to be working fine.

Here's what might be causing it:

• No payment method is linked to your Microsoft account.

Even if you're ready to pay, the system won’t show any options unless a valid payment method is already added.

• Browser issues.

Sometimes, the page doesn’t load correctly due to cache, cookies, or browser extensions.

What you can do:

Add a payment method

Go to account.microsoft.com/billing/payments and make sure you have a valid card or PayPal account added.

Try again using a different browser

Use Microsoft Edge or Chrome in incognito mode. You can also try clearing your browser’s cache and cookies.

If it still doesn’t work

Please contact us directly at support.microsoft.com/contactus. Choose Surface > Device Service and Repair > Payment Issues, and we’ll help you complete the request.

Thank you for your patience and for working with us on this. We look forward to your update so we can assist you further if needed.

Best regards,

Harold

Microsoft Support Team
Harold Milan 17,595 Reputation points Independent Advisor

2025-07-25T20:01:37.3566667+00:00
Hi Mike,

Thank you for reaching out. I’m really sorry to hear you’re experiencing this issue during the Surface repair process. I completely understand how frustrating it can be to go through all the steps, only to get stuck at the payment screen.

Here’s what might be causing the issue:

No payment method linked to your Microsoft account Even if you're ready to pay, the system won’t display any options unless a valid payment method is already added.

Browser-related issues Sometimes, the page may not load correctly due to cache, cookies, or browser extensions.

What you can try:

Add a payment method Visit account.microsoft.com/billing/payments and ensure you have a valid card or PayPal account added.

Try a different browser or incognito mode Use Microsoft Edge or Chrome in private/incognito mode. You can also try clearing your browser’s cache and cookies.

Still not working? Please contact us directly at support.microsoft.com/contactus. Select Surface > Device Service and Repair > Payment Issues, and we’ll be happy to assist you further.

Thank you again for your patience, and we appreciate you working with us on this. Please let us know if you need any help with the steps above we’re here to support you.

Best regards,

Harold Microsoft Support Team
Harold Milan 17,595 Reputation points Independent Advisor

2025-07-25T20:23:17.8033333+00:00
Hi Mike,

Thank you for reaching out, and I’m really sorry you’re running into this issue. I understand how frustrating it is to go through the Surface repair process and get stuck at the payment step—especially when everything else seems to be working fine.

Here's what might be causing it:

No payment method is linked to your Microsoft account. Even if you're ready to pay, the system won’t show any options unless a valid payment method is already added.

Browser issues. Sometimes, the page doesn’t load correctly due to cache, cookies, or browser extensions.

What you can do:

Add a payment method Go to account.microsoft.com/billing/payments and make sure you have a valid card or PayPal account added.

Try again using a different browser Use Microsoft Edge or Chrome in incognito mode. You can also try clearing your browser’s cache and cookies.

If it still doesn’t work Please contact us directly at support.microsoft.com/contactus. Choose Surface > Device Service and Repair > Payment Issues, and we’ll help you complete the request.

Thank you for your patience and for working with us on this. We look forward to your update so we can assist you further if needed.

Best regards,

Harold

Microsoft Support Team

6 commentsShow comments for this answerReport a concernHi Mike,

Thank you for reaching out, and I’m really sorry you’re running into this issue. I understand how frustrating it is to go through the Surface repair process and get stuck at the payment step—especially when everything else seems to be working fine.

Here's what might be causing it:

No payment method is linked to your Microsoft account. Even if you're ready to pay, the system won’t show any options unless a valid payment method is already added.

Browser issues. Sometimes, the page doesn’t load correctly due to cache, cookies, or browser extensions.

What you can do:

Add a payment method Go to account.microsoft.com/billing/payments and make sure you have a valid card or PayPal account added.

Try again using a different browser Use Microsoft Edge or Chrome in incognito mode. You can also try clearing your browser’s cache and cookies.

If it still doesn’t work Please contact us directly at support.microsoft.com/contactus. Choose Surface > Device Service and Repair > Payment Issues, and we’ll help you complete the request.

Thank you for your patience and for working with us on this. We look forward to your update so we can assist you further if needed.

Best regards,

Harold

Microsoft Support Team