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Help with your existing Xbox or Kinect service order

Help with your existing Xbox or Kinect service order

Need information about a service order you’ve submitted for your Xbox console or Kinect sensor? See the following topics.

Topics

Order confirmation

After you submit a service order request, you’ll receive a confirmation email with an order number and information about packing and posting the product to our service centre. If after 24 hours you haven't received the confirmation email, check your email programme's junk folder or spam filter. If you don't find the email in junk or spam, contact Xbox Support.

Delivery instructions

Get a postage box: A delivery box will be sent to you for sending the non-working product to the service centre.

Notes

  • Microsoft pays for console or Kinect sensor postage, both to and from our service centre. Postal insurance is not necessary if you use the posting options that we provide.
  • Ask for (and save) proof of postage or the tracking number when you send the product.

Check your service order status

When you request service for an Xbox console or a Kinect sensor, you must first register the product. To get started, sign in below and then select Register device. After you've registered, you'll see the warranty status for your device. If it's within warranty, repairs are free. If your device is out of warranty, you'll be charged a repair fee.

My Xbox devices Check repair order status Sign in to register a device or check repair and warranty status.
Device name None
Order status No orders
Warranty status None
Serial number None
Unregister this device If you unregister this device, you will not have access to its order status and warranty information. Are you sure you would like to unregister it?

            
OK
*Required information
First name * Invalid first name
Last name * Invalid last name
Phone number * Invalid phone number
Country/region * Invalid country/region
Serial number * Invalid serial number
Unregister this device If you unregister this device, you will not have access to its order status and warranty information. Are you sure you would like to unregister it?

            
OK
Check repair order status
Order number * Invalid order number
Postal code * Invalid postal code

Track a shipment

Tracking the package from your location to the service centre

Use the proof of shipment or tracking number you received at the time of shipping to check the shipment status at the carrier’s website, or contact the carrier for more information. Once we receive your product at our service centre, we will notify you by email.

Tracking the shipment from the service centre to you

When we despatch your serviced product from our service centre, you’ll get an email that includes a tracking number. Use that tracking number to check the shipping status at the carrier’s website, or contact the carrier for information.

Note It can take up to seven days for the shipping status to update on the carrier’s website. If you don’t see any status changes on your delivery after this time, contact Xbox Support.

Change or cancel a service order

You can change or cancel an existing service order up until the day you send the product to the service centre. First, sign in at the Xbox Online Service Centre and go to Orders to confirm that the order status is either Order in progress or Packing material received by customer.

  • To cancel the order, click Cancel Order. Allow 24 hours for the cancellation to be processed. If a refund is due, we’ll post the refund to your account within 72 hours after confirming the cancellation.
  • To change the email address used or the return delivery address, you’ll have to cancel (see the previous bullet) and then resubmit the order. Click your name in the upper-right-hand corner of the page, and then click Profile to access and modify the information.
  • If you’ve already sent in your Xbox console or Kinect sensor and find that you need to have it delivered to an address different to the one listed on your order after you’ve sent it, contact the courier provider.
  • If you’ve already sent in your controller, power supply or other accessory, or have paid for an item to be sent directly to you, and you find that you need the replacement sent to a different address, contact your courier provider.

Notes

  • If the service centre has already received your defective product or sent out a replacement, you can’t cancel the order and we can’t issue a refund.
  • A service order and the associated shipping label (if applicable) are valid for 30 days from the day you submit the request. If your service order expires after you’ve already sent out the product, contact Xbox Support.

Print a service receipt

To print a receipt upon the completion of your service order, go to our Xbox Online Service Centre. After signing in with your Microsoft account, select Orders from the top menu bar. You can select any completed order and click the Print Receipt button for a copy of the receipt.

If the list of service orders does not list the one you’re looking for, select Check the status of an order from the Home page and then enter the service order number from your confirmation email, along with your postcode. Completed orders will offer the option to print a receipt.

Issues with a product after servicing

We returned the product without service

The service centre inspects your product upon arrival. In the following circumstances, there will be no service performed (repair or exchange), and we’ll return the product as is:

  • The service centre finds no fault with the product.
  • The product has been tampered with or modified.

The product is damaged or not working

If you receive a damaged serviced product or one that’s not working, contact Xbox Support immediately. Do not return the product to the service centre without first reporting the issue.

The product is incorrect, incomplete or missing

Contact Xbox Support for help in these cases.

Note Microsoft is not responsible for the loss of any additional products or accessories (such as a power supply, controller or game disc) that you included with the product when you sent it in for service.

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