Not able to purchase microsoft coverage after purchasing Surface Pro 13 ( 13 inch 2026)

Question

Not able to purchase microsoft coverage after purchasing Surface Pro 13 ( 13 inch 2026)

laney low 0

I am not able to purchase online or on surface app for microsoft coverage after purchase surface pro 13 ( 13 inch 2026).

At the same time i am also not able to change region from UK to Singapore.

Before i login into my account. there is an option on surface app to purchase microsoft coverage but is in UK and would not allow me to proceed. But right now after logging into my account, it only show the warranty period and there is no option to purchase microsoft coverage.

On the online store, it keeps saying my device is too new and does not have this microsoft coverage to purchase.

can you all help to assist me? thank you.

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Answer 1

Vikki-T 8,045 Microsoft External Staff Moderator

Hi laney low,

I understand how frustrating this must be, especially when the option to purchase Microsoft coverage appeared before signing in but disappeared afterward.

To help narrow this down, could you please confirm:

Was the Surface purchased in the UK, Singapore or another country?
Did you purchase it directly from Microsoft or from an authorized retailer?
In your Microsoft account, does the device show the correct purchase date and warranty period?
What exact message do you see when the online store says the device is “too new”?

In the meantime, please try the following:

Check that the Country or region in your Microsoft account profile and Microsoft Store settings is set to Singapore.
Open the Surface app, sign out, close the app completely, then sign back in and check the warranty section again.
Register the Surface under Devices in your Microsoft account if it is not already listed.
Make sure the Surface app and Windows are fully updated, then restart the device.

Please keep in mind that Microsoft protection plan availability can vary depending on the device model and the country or region where the Surface was purchased.

While my initial response may not fully resolve the issue, I truly appreciate your cooperation as we work together toward identifying the most effective solution. 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.

laney low 0 Reputation points

2026-07-31T08:55:32.63+00:00
Hi Vikki,

Please find my replies.

surface pro 13 2026 (13 inch ) is purchased in Singapore in an authorized reseller Best Denki.

in my microsoft account it show the device of the surface pro , correct purchased date and warranty coverage date as attached.

This is the message as shown in the attached image. microsoft coverage error message on MS online store in sg. microsoft coverage error message on MS online store in sg.jpeg

As mentioned earlier , i have tried changing the region but it cannot be done. please refer to attached image.

Microsoft surface pro is already showing as device in my microsoft account.

Surface pro is fully updated and have been restart.

It still fails to allow me to purchase microsoft coverage and change region.

Please kindly help to advise me.

Thanks and regards
Vikki-T 8,045 Reputation points Microsoft External Staff Moderator

2026-08-01T12:53:14+00:00
Hi laney low,

Thank you for providing the detailed information and screenshots. I understand how frustrating this is, especially since the Surface is already registered correctly and the purchase and warranty details are showing as expected.

I also noticed that the item in the Microsoft Store cart is listed as Microsoft Extended Hardware Service Plus – 2 Year, rather than Microsoft Complete for Surface Pro. The message stating that the product “is no longer available or needs to be purchased with another product” may mean that this specific plan cannot be purchased separately or has not been correctly matched to your Surface.

Since the device is registered, the warranty dates are correct, Windows is fully updated, and the current region is already set to the right country, this will need to be checked by Microsoft Surface or Store Support. They can verify the device’s eligibility using the serial number and confirm which protection plan can be purchased for this specific Surface model.

Please contact Microsoft Support, sign in with the Microsoft account linked to the Surface, and select Surface or Microsoft Store and billing, depending on the options shown. Please have the following ready:

The purchase receipt from Best Denki

The Surface serial number

The screenshots of the Surface app and Store error

The cart details shown in the error page

Please note that this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, cannot access your account, verify protection-plan eligibility, or correct the device and Store region association from here.

I know this is not the news you were hoping for, but I wanted to make sure you received the most accurate next step for this situation.
laney low 0 Reputation points

2026-08-01T13:58:32.42+00:00

Hi Vikki

I am looking at extending the warranty from what i have. please advise what is the difference microsoft extended hardware service as advice by Best Denki and Microsoft complete which you are advising?

The region is still showing united kingdom. I am not sure which part did u see that it is set correctly.

Please kindly advise.

Thanks and regards
laney low 0 Reputation points

2026-08-01T14:06:37.3633333+00:00

The support which you have given me , are you requesting i call the microsoft office as the online help via browser and window always lead me to here already and it is so hard to get proper online help compare to apple. Please kindly help to advise. thanks and regards
Vikki-T 8,045 Reputation points Microsoft External Staff Moderator

2026-08-04T10:12:34.8733333+00:00

Hi laney low,

Thank you for the additional details. I understand how frustrating it is when the online support process redirects you back to the same page without providing a suitable chat or phone option.

Microsoft Extended Hardware Service and Microsoft Complete may have different coverage and eligibility terms. Since the first plan was offered by Best Denki, please confirm its exact benefits with the retailer before comparing it with Microsoft Complete.

Your screenshot shows that Windows is set to Singapore, but the warranty page appears to identify the device or account region as the United Kingdom. Changing the Windows setting alone may not update the region associated with your Microsoft account, Store profile or Surface registration.

Please contact https://support.microsoft.com/contactus, sign in with the account linked to the Surface, select Surface and look for a chat or callback option. Please have the serial number, proof of purchase and screenshots of the error ready.

Please note that this is a user-to-user support forum, so moderators and contributors cannot access your account, change the device region, purchase coverage or arrange a call on your behalf.

I know this is not the news you were hoping for, but I wanted to make sure you received the most accurate next step. Thank you so much for your understanding.