Getting your Xbox console or Kinect sensor serviced

First, sign in at Device Support and then select Register new 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.

Submit a service order request

After you’ve registered your devices, follow these steps:

  1. Sign in to the Device repair page with your Microsoft account credentials.
  2. In the Overview section of the Device repair page, select Repair my device.
  3. Follow the onscreen steps to complete your service order request.

After Device repair receives your submission, they’ll send you a service order number and an order confirmation email that has shipping or drop-off instructions.

Send in your device as soon as possible. If you don’t ship within 30 days, your service order is canceled and the shipping label will no longer be valid. In countries or regions that offer a drop-off exchange, you must go to the drop-off center within 7 days from the date you created the order.

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.

If you receive a message that your phone number or email address is invalid, go to How to change the email address associated with your Microsoft account to update your Microsoft account information.

How to pack and ship your device

The email confirmation for your service order request contains packing and shipping instructions. For illustrated packing instructions, see How to pack your Xbox console or Kinect sensor for shipping.

Remove all accessories from the Xbox console or Kinect sensor, and remove any discs from the Xbox hard drive. If you send them, you probably won’t get them back.

Note The Xbox One S All-Digital Edition doesn’t include an optical disc drive.

After your device has been packed, print your shipping label. Tape it to your package and then follow the shipping instructions in the confirmation email.

Track the status of the repair

After your console or sensor has been received at our service center, the average time of service is 14 to 21 days, including shipping time.

To check your order status at any time, click on Order status in the box at the top of this page.

For more information, see Help with your existing Xbox or Kinect service order.

Accessory replacement

If you purchased a 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 Device Support (console registration is required). Make sure you click Replace an accessory instead of “Repair my device.” Follow the onscreen prompts to place an order.

Advance exchange

The advance exchange service option allows you to receive a replacement product before you send in your non-working product. To find out if you’re eligible for advance exchange, contact Xbox Support.

There are a few important things to know about advance exchange:

  • This service is only available in the following countries:
    • Czech Republic
    • Denmark
    • Finland
    • Germany
    • Greece
    • Hungary
    • Ireland
    • Italy
    • Poland
    • Portugal
    • Slovakia
    • Spain
  • 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 card.
  • 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.

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