Share this page

Getting your Xbox console, Kinect sensor, or accessory serviced FAQ

Read the answers to commonly asked questions about getting your Xbox console, Kinect sensor, or accessory serviced.

On this page

How do I submit a request to get my console or Kinect sensor repaired?

What are my service options?

You have the following options for getting your product serviced:

Standard repair or exchange: Microsoft will provide a shipping label for you to use to send your console or sensor to the service center.

Advance exchange: Microsoft will send a replacement product to you first, and then you'll send back your non-working item. There are a few important things to note about advance exchange:

  • A service fee may apply
  • You must provide credit card details for an advanced exchange. A hold for the value of the console or Kinect sensor will be placed on your credit card.
  • You're responsible for sending the non-working product in within 14 days after receiving the replacement to avoid having your credit card charged.

To request advance exchange, contact Xbox Support to verify your eligibility.

How much does service cost?

The actual cost for repair will vary based on which product we’re servicing, the purchase region, and the shipping method used to send the product to us. You can submit your repair request at the Xbox Online Service Center. When you select the service options, you’ll see the cost to repair the product, and when you choose the shipping method, you’ll see the cost to ship the product to the service center. If at this point you wish to cancel the service request, you won‘t be charged.

For more information on submitting a service request, see:

What’s the fastest and least expensive way to have my device repaired?

Submitting a service request online is the fastest and least expensive method, and you can submit your order 24 hours a day, 7 days a week. For information about how to submit your Xbox product for repair, see:

My Xbox console is in warranty. Why is there a service charge?

The console you purchased might be from a country/region that’s a non-launch market. Charges may apply to cover additional shipping costs to non-launch countries. Customer support and replacement services are available to customers in all launch countries. In European Union and European Free Trade Association countries, every customer who purchased the Xbox console in a launch country has access to the European customer support and replacement services.

What about support or warranties for customers who purchase a console in a non-launch market?

Customer support and repair services are only available in launch countries.

Within European Union and European Free Trade Association markets, customers who reside in non-launch countries will have to use the customer support and repair services in the launch country where they bought the Xbox console. Charges may apply to cover additional shipping costs to non-launch countries.

What do I do if my console is suspended or banned?

You may get the error message, “This console has been banned for violations of the Terms of Use. To protect the Xbox Live service and its members, Microsoft does not provide details about console bans. There is no recourse for Terms of Use violations.” This indicates that the Xbox Live Policy & Enforcement Team has banned the console. For more information, go to Xbox Live Policy & Enforcement.

How long will the repair take?

Once your product is received at our service centre, the average time of service is 14 to 21 days, including shipping time.

How can I get an accessory replaced?

If you purchased the Microsoft Xbox accessory within the last 30 days, you can return it to the retailer with your original proof of purchase. If you purchased the accessory more than 30 days ago but within the accessory warranty period, you can order a replacement accessory from our Xbox Online Service Center (console registration is required). Make sure you click Replace an Accessory instead of Request Service. Follow the on-screen prompts to place an order.

How can I get help with my existing service order?

If you have questions or issues after you submit a service request, see the following pages for information about checking order status, tracking a shipment, changing or cancelling an order, and more, see:

Was this article helpful?

Yes
No

Thank you for your feedback

Thanks for your feedback!

We're sorry this article didn't solve your problem. We won't give up and neither should you. Try this community option, below.
Get help from the community
Ambassador chat image
Ambassador chat
Chat one on one with a fellow Xbox User who wants to help.

Provide feedback for this topic

255 characters remain.
To protect your privacy, please do not include contact information in your feedback.
Get help from the community
Ambassador chat image
Ambassador chat
Chat one on one with a fellow Xbox User who wants to help.

Contact Us

Would you like to contact Support regarding the "Getting your Xbox console, Kinect sensor, or accessory serviced FAQ" issue you were reading about or a different issue?

Share this page