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Getting your Xbox console or Kinect sensor serviced

Getting your Xbox One or Xbox 360 console or Kinect sensor serviced is easy. Follow the procedure in this article to get your Xbox product serviced and get back in the game.

Xbox service

Register your Xbox product

To request service for an Xbox console or a Kinect sensor, you must first register the product. See:

Check the warranty status

You can find the warranty for your registered devices at the Xbox Online Service Center. If your device is within warranty, repairs are free. If your device is out-of-warranty, you’ll be charged a repair fee. You can find repair order prices at the Xbox Online Service Center.

Submit a service order request

Here’s how:

  1. Sign in to the Xbox Online Service Center with your Microsoft account credentials.
  2. Click Problem with a device from the Home screen. If you’re already at the Device Manager page, click Request Service.
  3. Follow the on-screen prompts to complete your service order request.

After the Xbox Online Service Center receives your submission, the service center will send you a service order number and an order confirmation email.

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

Send us your product

Important Remove all accessories from the Xbox console or Kinect sensor.

You’ll receive an email in response to your service order request with shipping or drop-off instructions. Follow the instructions provided.

We service your product

Once your product is received at our service centre, the average time of service is 3 to 5 days, including shipping time.

Advance exchange

Do you want to get back to the gaming experience faster? The advance exchange service option allows you to receive a replacement product before you send in your non-working product. There are a few important things to know about advance exchange:

  • This service is only available in the following countries:
    • United States
    • Canada
    • Austria
    • Belgium
    • Czech Republic
    • Denmark
    • Finland
    • France
    • Germany
    • Greece
    • Hungary
    • Ireland
    • Italy
    • Netherlands
    • Poland
    • Portugal
    • Slovakia
    • Spain
    • Sweden
    • Switzerland
    • United Kingdom
  • A service fee applies.
  • You must provide credit card details for an advance exchange. We’ll place a hold for the value of the product on your credit card.
  • Be advised that this process requires a higher level of security validation. We’ll ask you to provide specific information about your account and the device you want serviced.
  • You're responsible for sending in the non-working product within 14 days after receiving the replacement product to avoid having your credit card charged.

To request advance exchange

To request and see if you’re eligible for advance exchange, contact Xbox Support.

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