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 complicated, and our product experts are available to answer questions and provide insightful advice with zero pressure to buy.

Our experts can help you with any item we sell at Microsoft Store. You can ask about Surface devices, 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. A Microsoft Store account is required to complete a transaction.

No. These sessions will support you as you shop for a new device or software. If you need technical support to solve an issue or want to browse FAQs on a product you own, please visit Microsoft Support for help.

A Microsoft Store associate can help you compare and choose between Surface devices and accessories. We can discuss product features, compatibility with other devices, and help you to understand pricing and what a device customized to your specifications will cost.

A Microsoft Store associate can help answer questions you have regarding Microsoft 365 apps (for example: Microsoft Word, Excel, PowerPoint, Outlook, and OneNote) and help you select a subscription plan appropriate for your needs.

A Microsoft Store associate can help you purchase Windows operating systems and also provide a walkthrough of security features.

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.

You must be over the age of 18 to book an appointment.

*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. Void where prohibited or restricted by law. Microsoft reserves the right to modify or discontinue offers at any time. Other exclusions and limits may apply. Microsoft Store return policy applies to extended returns. See applicable Microsoft Terms of Sale for more information.

**Offer valid on purchases of physical products made at Microsoft Store for 30 days from purchase date, or 60 days for Surface products, excluding Surface Hub (“Offer Period”). Customer is eligible for price adjustment only if the price of the purchased physical product or Surface is reduced during the Offer Period and in stock for purchase. Customer must contact Microsoft Store Sales & Support with order number and any other information requested by a representative for price adjustment. Credit will be provided to same method of payment. Limited to 5 devices per eligible Customer during the Offer Period, maximum of 1 price adjustment per device. Microsoft reserves the right to modify or discontinue offers at any time.