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

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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.

No, you can click the link provided in your appointment confirmation email and sign in as a guest through your web browser (only Edge or Chrome are supported at this time). However, the Microsoft Teams app is recommended for the best experience on a smartphone or tablet.

Yes, as long as the account holder is 18 years of age or 19 in some provinces in Canada and will be in the session.

Currently, we’re supporting CA, US, and AU customers. If you reside in one of these regions, please visit the appropriate regional site to book an appointment.

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, our product experts will give you the option to add items to your own cart or let them add items to your cart and complete the transaction on your behalf.

No, this appointment is for personal shopping assistance. If you need technical support or have questions related to a product you already own, please visit Microsoft Support for help.

You will have up to 30 minutes with a Microsoft Store product expert. If you need more time, you can schedule a follow-up during your original call.

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

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

Yes, captions can be turned on during the conversation.

Some customers find it useful to record the meeting to refer back to later, 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.

Our product 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.

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.

*Available with eligible consumer purchases only made at Microsoft Store online in the U.S. (including Puerto Rico) and Canada, and at the Microsoft Experience Center in New York from 7/11/22 – 9/11/22. Return process must be started within 60 days after customer receives the device. Business, commercial, and reseller customer purchases not eligible. Items purchased from Microsoft Store can be returned by contacting online Customer Service by chat or phone at 877-696-7786 or by visiting the Microsoft Experience Center in NY. Items purchased from Microsoft Experience Center can only be returned by visiting the Microsoft Experience Center in NY during the return period. Applicable return policy applies to each purchase. See Microsoft Terms of Sale for terms applicable to Microsoft Store purchases. Promotional items given, or discounted products bought with, a qualifying product are not valid or must be returned if the qualifying product is returned. For Surface purchases, you may be entitled to additional benefits under the Microsoft Store Promise for Surface; the Microsoft Experience Center honors the Microsoft Store Promise for Surface. Microsoft reserves the right to modify or discontinue offers at any time. Other exclusions and limitations may apply.

**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.