Meet with a product expert for free, personal help

Connect one-on-one with a Microsoft Store associate online. Our experts can help you choose and order any product we carry. And if you need setup assistance or product training, our team is here for that too.

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Frequently asked questions


There is no associated cost or expectation to purchase. We know that shopping for the right tech can be tricky, and our product experts are available to answer questions and provide insightful advice with zero pressure to buy.

You do not need to download the Microsoft Teams app; however, it will offer an optimal experience. To join your appointment, simply select the “Join your appointment” button provided in your confirmation or reminder emails and sign in as a guest through a web browser.


If joining via desktop browser, we recommend using Edge or Chrome to ensure a fully supported experience. Other browsers may experience problems joining the session. Select “Allow” when prompted by the browser for access to your microphone and camera. (You’ll have the option to mute your microphone and turn off video before joining and at any point during the call.) Then provide your name and select the “Join now” button to enter the virtual lobby. A Microsoft Store associate will admit you into your session.


If joining via smartphone or tablet, the page will open in your mobile browser. Enter your name and select the “Get started” button. Select “Allow” when prompted by the browser for access to your microphone and camera. (You’ll have the option to mute your microphone and turn off video before joining and at any point during the call.) Select “Join meeting lobby” and a Microsoft Store associate will admit you into the session.


Our experts can help you with any item we sell at Microsoft Store. You can ask about Surface devices, other PCs and tablets, accessories, Microsoft 365 plans, gaming products, including Xbox and PC, VR and mixed-reality experiences, Windows, and more.

Yes. Our product experts will give you the option to either add items to your cart for you and complete the transaction or walk you through adding items to your own cart.

No. You have the option to turn your camera off or on at any point during the call.

Some customers find it useful to record the session for reference, but it’s up to you. At the beginning of the session, you’ll be given the option to record. You can then opt in, or out.

Yes, but you’ll need to do this on your first call with the product expert. They’ll schedule the follow-up session for you.

Yes. You can book for someone else as long as the account holder is 18 years of age or 19 in some provinces in Canada and will be in the session.

We are currently supporting CA, US, UK, and AU customers. If you reside in one of these regions, please visit the appropriate regional site to book a session.

Yes. Captions can be turned on during the conversation.

You can make changes to your booking here. You’ll need the confirmation number found in your confirmation email.

The Microsoft Store Promise

Microsoft Store offers world-class customer support and guidance, ensuring that our customers find the best devices, games, apps, software, and resources for their personal and professional needs.
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Microsoft Store offers free personal shopping assistance by video, audio call, or chat. Book an online appointment or chat live with a product expert for guidance, recommendations, and help placing orders. We can help with all things Surface, Microsoft 365, Xbox, Windows PCs, gaming, and more.

*Extended return offer period available with Surface devices purchased from Microsoft Store in select markets. Return process must be started within 60 days after customer received the device. Not available for purchases by reseller customers. Extended return offer period limited to 5 device returns total per eligible customer. Excludes Surface Hub. Microsoft reserves the right to modify or discontinue offers at any time. Store return policy applies to extended returns. See applicable Microsoft Terms of Sale for more information.

**Child is defined as a person under 18 years of age, under 19 years of age in some provinces in Canada, and under 21 years of age in Puerto Rico.

We are not able to offer this service to residents of Quebec, Canada.