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 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 US, CA, 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 only through the Microsoft Store online in the United States (including Puerto Rico). Offer valid for reimbursements after trade in of qualifying devices (PC, laptop, mobile phone, tablet, video game console). Recycled devices are not eligible for cash back. To be eligible for trade in, you must own the qualifying device, device must power on, battery must hold charge and not be required to be plugged in to operate, and be in fully-functional, working condition without broken/missing components, cracked display/housing, liquid damage, modification(s) or have device warranty seal broken. Device cannot be password protected, and must include original chargers/accessories, and must contain hard drive. Customer must mail in the qualifying trade-in device to be eligible for the reimbursements. All trade-ins are final. Cannot be transferred or otherwise redeemed for cash or gift cards, or credit towards other devices or products. May not be combined with other offers. Microsoft reserves the right to modify or discontinue offers at any time. Other exclusions and limits may apply.

*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.