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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.

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 also 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.

Note If you need troubleshooting help, go to the support page for your specific device and find troubleshooting tips there.

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

Xbox service

Submit a service order request

Here’s how:

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

After Device Support receives your submission, they 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.

Note If you’re receiving 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.

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 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.

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 find out if you’re eligible for advance exchange, contact Xbox Support.

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.

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