Keyboard lifting / swelling battery

Question

Keyboard lifting / swelling battery

Tammy Kats 5

I have a surface laptop model 1769. First, I couldn’t fully close the screen (there was a gap) so it wouldn’t turn off just by putting the screen down. Now the keyboard is lifting and it looks like the battery is swelling. Saw some similar posts on this issue with replies to call or contact Microsoft online. Tried both to no avail. The phone number tells you to go online and then hangs up on you. Online I cannot get past the “describe your issue” part because there is no option for my hardware issue. How can I get support for this issue? This is very disappointing experience both with the product and the (lack of) support.

Todd Fukushi 0 Reputation points

2026-08-22T20:45:55.21+00:00

Hi Tammy,

We have a Surface 2 Laptop Model 1769, and I recently noticed the same battery swelling issue you mentioned.

Were you able to get support from Microsoft by following the instructions Lychee provided below? If so, could you please let me know the best way to contact Microsoft and how you explained the issue to them?

I would really appreciate any advice on how to proceed.

Thank you!

2 answers

Your answer

Todd Fukushi 0 Reputation points

2026-08-22T20:45:55.21+00:00

Hi Tammy,

We have a Surface 2 Laptop Model 1769, and I recently noticed the same battery swelling issue you mentioned.

Were you able to get support from Microsoft by following the instructions Lychee provided below? If so, could you please let me know the best way to contact Microsoft and how you explained the issue to them?

I would really appreciate any advice on how to proceed.

Thank you!

Answer 1

Stop using the Surface Laptop immediately. A swollen battery is a safety risk and is treated as a special support case.

To get support for a swollen battery and lifting keyboard:

Use the dedicated swollen-battery form
- Go to the official swollen battery support form for Surface devices:
  - https://account.microsoft.com/devices/forms/swollen-battery?refd=account.microsoft.com
- Sign in with the Microsoft account used for the device.
- Register the Surface Laptop if it is not already listed.
- Fill out the swollen-battery form to create a service request. Depending on model, age, and warranty, Microsoft may offer repair or replacement options.
If additional help is needed
- If online flows like “Get Help” or generic support menus do not show an obvious option, use the swollen-battery link above directly; it bypasses the generic “describe your issue” path and goes straight to the correct hardware workflow.
Until serviced
- Do not charge, use, or attempt to open the device.
- Store it in a cool, dry place away from flammable materials until it can be shipped or taken for service.

If the device qualifies, Microsoft will guide through preparing it for shipping or other service options.

References:

Answer 2

Hi Tammy Kats,

Welcome to Microsoft Q&A!

What you’re describing is serious and I completely understand how disappointing it is to have both a failing Surface and difficulty reaching support.

A swollen battery is a hardware safety issue, you should stop charging, and using, the device immediately if possible. In some cases, Microsoft treats battery swelling as a hardware defect and provides repair, so here's how to do it:

1 - Start a service request

For official information, you can refer to: How to get service or repair for Surface - Microsoft Support. Note that if your device is out of warranty (very likely consider its line and current condition), there might be cost:

Backup your data and remove any external accessories.
Register your Surface to your account (if you haven't already)
Access: https://account.microsoft.com/devices/select-device-for-repair
Select your Surface > click Next > follow the on-screen instructions.
1. When asked for the issue, choose battery/physical damage/similar
2. You can explain the situation more clearly in the description box

In some places, Microsoft also offers in-person support. So if you're interested, you can check out the list of countries available here: Get service for your out of warranty or damaged Surface - Microsoft Support

2 - Chat support tips

Visit Contact Us - Microsoft Support > Sign in
Type in your problem > click Get Help to make request
Scroll to the bottom and click Contact Support to connect to agent
Select category again > click Next and you should be added to a chat queue.
- You don't need to pick the exact issue, similar can work
- If the process fails, just use another Surface issue to get to chat
- Let the agent know about the battery swelling so they can escalate it.

Note: The support contact team only works at certain times, so if the last window shows that it's unavailable, try opening it again the next day. If you prefer phone support, you can leave a phone number. This way, they can call you and help you.

I'm sorry for not being able to provide more direct help. Microsoft Q&A is just a user-to-user support forum, limited to providing guidance on technical issues. Unfortunately, battery swelling is not user‑fixable nor a software issue. I hope the tips and tricks above can help you get pass the hassle. Good luck!

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Barb Bowman 80,805 Reputation points MVP Volunteer Moderator

2026-02-26T17:05:44.01+00:00

Are you sure Microsoft will repair/replace a 1st generation Surface Laptop model 1769? Support ended in 2021 and https://support.microsoft.com/en-us/topic/how-much-does-out-of-warranty-service-cost-for-your-device-or-accessory-united-states-e020b15e-1884-4756-9295-380731770c0e does not list this device anymore on https://support.microsoft.com/en-us/topic/how-much-does-out-of-warranty-service-cost-for-your-device-or-accessory-united-states-e020b15e-1884-4756-9295-380731770c0e
Lychee-Ng 28,290 Reputation points Microsoft External Staff Moderator

2026-02-27T06:19:42.88+00:00

That's why I added the walk-in and support chat, mentioning the device line is old. It's important to reach out to the official channels first anyway, before considering other options, as there's a chance it goes through. Because if Microsoft doesn't provide support, the only path left is to look for a local repair shop (or ditch the device). It doesn't hurt to try, not like the Surface will go anywhere soon.