Xbox One repair: Frequently asked questions

Find the answers to commonly asked questions about Xbox One warranty, registration and repair. See Top issues for hardware for help in resolving problems with your console.

Warranty and registration

What is the warranty period for Xbox One consoles and accessories?

The warranties are:

  • Xbox One console and Kinect for Xbox One:One year
  • Accessories: One year

The complete Xbox One console warranty is available online at Product warranty: Xbox One console.

How do I find out if my console is under warranty?

Use the following steps to find out if your Xbox One console is in or out of warranty.

Haven’t registered your console?

Register your product online to see your warranty information (if prompted, enter your Microsoft account).

Previously registered your console?

Check your warranty status (sign in with your Microsoft account, if needed). The warranty information is shown.

Why don't I see a product that I previously registered?

Did you register the product by phone?

Your Xbox product might not be associated with your Microsoft account. Go ahead and register your Xbox product again online. Make sure that you use the same name and address that you used when you registered the product by phone.

Do you have more than one Microsoft account?

Sign out and then sign back in using the Microsoft account that you originally used to register your Xbox product.

Is cosmetic damage covered under warranty?

Cosmetic damages, such as scratches, cracks, nicks and normal wear and tear, are not covered under the Xbox One Product Warranty.

I thought my console was under warranty, but your website says my console is out of warranty. What should I do?

If you think that your warranty end date displayed online is incorrect, contact Xbox Support with proof of purchase. You’ll be asked to provide the original purchase receipt to verify the product purchase date by email.

What is my warranty after my console is serviced?

We provide a post-service warranty for serviced consoles. The length of the warranty depends on whether the service was in-warranty or out-of-warranty, as follows:

  • In-warranty service: If your Xbox One console was serviced within the original warranty period (free repair), you receive either the balance of your original warranty or 90 days, whichever is longer.
  • Out-of-warranty service: If your Xbox One console was serviced out of the original warranty period (paid repair), your serviced console will have a 90-day warranty.

How much does out-of-warranty service cost?

The cost for an out-of-warranty console repair is $200 (NZD) plus applicable taxes when you order the repair through the Xbox Online Service Centre. Alternatively, you can set up a console repair by phone with a support agent for $230 (NZD) plus applicable taxes when you contact Xbox Support through the Contact Us link at the bottom of this page.

The cost for an out-of-warranty Kinect sensor repair is $120 (NZD) plus applicable taxes when you order the repair through the Xbox Online Service Centre. Alternatively, you can set up a console repair by phone with a support agent for $150 (NZD) plus applicable taxes when you contact Xbox Support through the Contact Us link at the bottom of this page.

What if I receive an error message saying “We are unable to register this console, as there is currently an open repair order”?

You will need to contact Xbox support for assistance with this issue.

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

You may receive 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 console has been banned by the Xbox Live Enforcement team for violations of the Terms of Use. If your console has been banned, please refer to Xbox LIVE Policies on Console Suspensions for more information.

Console service

How can I get my console serviced?

Console repair needs to be completed at our Microsoft Service Centre . To start the service process, you submit an online service request and then send us your console.

What are my Xbox One repair options?

Standard repair: Microsoft will provide a delivery label for you to use to send your console or sensor to the service centre. Once the product is repaired, we'll send it back to you.

Who can request service online?

Anyone. You need a Microsoft account to submit a request. If you don’t have one, create an account for free. Your Microsoft account is the email address and password that you use to sign in to various Microsoft websites and services.

How long will the service take?

Service can take up to 10 days from the time our service centre receives your console.

What do I do after I submit my online order?

After you submit a service request, you will receive an email with information about packing and sending your console to our service centre. Simply follow the email instructions.

If you haven't received an order confirmation email after 24 hours, check your email program's junk folder or spam filter. If you don't find the email in junk or spam, please contact Xbox Support.

How can I check the status of my order?

Go to our Xbox Online Service Centre to check your service status at any time. Click Check the status of a service order, enter your service request number and postcode and then click Submit. (The service request number is included with the order confirmation email.)

My console is in warranty, but I am being charged for a service. Why is this happening?

The console that you purchased may be from another region. If you purchased your console outside of your current country, the repair will cost the same as if the console was out of warranty. The warranty for the console only applies to the country where the console was purchased.

Delivery instructions

What are my postage options?

Once the order is submitted, an order confirmation email will be sent to you with packing and delivery instruction. UPS will send you a separate email containing an e-label for free-of-charge delivery.

Ship via a courier service: Print the e-label and affix it to a shipping box. Call UPS Express NZ to arrange a pickup. A courier will be dispatched to collect the unit at your location.

If you haven't received an email after 24 hours, check your email program's junk folder or spam filter. If you don't find the email in junk or spam, please contact Xbox Support.

Who pays for console postage?

We pay for all Xbox One console delivery, including to and from our service centre.

Do I need to post my console right away?

Please send us your console within 30 days of submitting your online repair request. If you don't post within 30 days, your repair order is cancelled, and the postage label is no longer valid.

How do I pack my console for postage?

When you pack your console for delivery, make sure that you provide adequate padding around the console to reduce the risk of delivery damage. The postage box that you use will not be returned to you.

Send us your console only. Please remove any accessories and/or discs before packing your console for postage. If a disc is stuck in the disc drive, see Manually eject a disc from your Xbox One console.

Should I insure the posted item?

Insurance is not necessary if you use the prepaid postage label that we provide.

Post-repair questions

I’ve received my console back after service, but it still has a problem. What can I do?

Please try any troubleshooting steps available on the console or this website. You can also contact Xbox Support.

I accidentally sent an accessory along with my console and did not receive that item back. What can I do?

You will need to contact Xbox Support for assistance.

Accessories and game discs

My game disc doesn’t work. What should I do?

See My disc won't load or play on the Xbox One console for help troubleshooting disc-related problems. If this solution doesn’t help, see Xbox One game disc replacement.

What is the warranty period for accessories?

The warranty period for all licensed Xbox One accessories is one year from the date of original purchase.

How can I get an accessory serviced?

If you purchased a Microsoft Xbox One accessory within the last 30 days, you may return it to your retailer with your original proof of purchase. If you purchased an accessory more than 30 days but less than 1 year ago, you can order a replacement accessory from our Xbox Online Service Centre (console registration is required).

How do I send an accessory for replacement?

You have the same shipping options for your accessories as you do for your console. See the What are my postage options? section for details.

Once our service centre receives your non-working accessory, a replacement will be sent to you within 10 working days.

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