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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If you’re interested in getting Windows 11 and want to browse FAQs on your own, please visit How to Get Windows 11 for the latest information.

No, you can click the link provided in your 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.

During shopping advice sessions 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, 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 they’re 18 years or older and will be in the session.

Currently, we’re supporting USCA, and AU customers only. If you reside in one of these regions, please visit the appropriate regional site to book a session.

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 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.

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. 

*Available with eligible purchases made at Microsoft Store in the United States (including Puerto Rico) and Canada from October 1, 2021 through December 31, 2021; purchases can be returned through January 31, 2022. Items can be returned by contacting online Customer Service by chat or phone at 1-877-696-7786. Available with consumer purchases only. Not available for purchases made by any business, commercial, or reseller customers. The Microsoft Store standard return policy applies to extended holiday returns. Please see the Microsoft Terms of Sale for more information. For Surface purchases, you may be entitled to additional benefits under the Microsoft Store Promise for Surface. Microsoft reserves the right to modify or discontinue offers at any time. Other exclusions and limitations may apply.