Unable to raise an order for my Surface Pro 9 unit online, and serial number can't get verified over the phone - help

Eric Chng 0 Reputation points
2026-07-10T07:56:29.89+00:00

Hi All,

My Surface Pro 9 is giving out loud fan noises when the fan spins up. It's still under Microsoft Complete warranty, so I was trying to find a way to send it in for warranty. I'm based in Singapore by the way.

When I try to raise a Service Order, I only see "Accessory" under the Category drop down list. Normally, there should be another option for me to select the Surface unit itself.

So I tried to call the hotline (corresponding to Singapore), and it asked me for my serial number - but after I had given it, the system was unable to verify the serial number, and it refused to let me go further nor to speak to an agent.

I've also emailed ******@microsoftsupport.com many times but did not get a response.

Is there anything else I could do at this point? I'm running out of options.

Thank you.

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  1. Vikki-T 8,045 Reputation points Microsoft External Staff Moderator
    2026-07-15T09:53:17.2233333+00:00

    Hi Eric Chng,

    I understand how frustrating this must be, especially since your Surface Pro 9 is still covered and you have already tried both the online service page and the support hotline.

    To help narrow this down, could you check the following?

    • Does the same Accessory-only option appear if you open the service page in an InPrivate window or another browser?
    • Does the serial number shown in the Surface app match the serial number printed under the kickstand? Please only compare them on your side and do not post the serial number here.
    • Is the device managed by a workplace or organization? If so, the service request may need to be submitted through the organization’s IT administrator.

    In the meantime, please try these steps:

    • Sign out of your Microsoft account, close the browser, then sign back in at Microsoft account devices.
    • Make sure the Surface Pro 9 is listed under your devices, then select it and try Start order again. The process is to select the registered Surface and start the service order from this page.
    • If only Accessory still appears, try an InPrivate window or another browser.
    • If the serial numbers do not match or the service page still does not offer an option for the Surface itself, contact Microsoft Support and explain that the device appears in your account with active coverage but the service-order page only offers Accessory and the automated phone system cannot verify the serial number.

    You may also run the Surface Diagnostic Toolkit from the Surface app while arranging service. If the fan noise becomes unusually loud, continues while the device is idle or the Surface becomes excessively hot, shut it down and avoid using it until it can be checked.

    Please note that this is a user-to-user support forum. Community members cannot access device records, verify serial numbers, create service orders, or review warranty information. For your privacy, please do not post your serial number, email address, phone number, or other personal details here.

    I hope you are able to reach the appropriate support team and get the service request started soon. Thank you so much for your understanding.     

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

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