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PERSONAL ONLINE APPOINTMENTS WITH OUR PRODUCT EXPERTS
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* Pick a date and time that’s best for you
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FREQUENTLY ASKED QUESTIONS
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Do I need to download Microsoft Teams to make a reservation?
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.
Do I need to have my new device up and running for my personal setup
appointment?
No, our product experts will have tools to help guide you through the device
setup using screen share on a separate device if you haven’t yet taken your new
device out of the box.
Can I make a reservation on behalf of someone?
Yes, you can create a reservation on behalf of someone, but the account holder
must be 18 years or older and be on the consultation in order to continue on
with the reservation.
If I live outside of the United States can I still book an appointment?
No, at this time we are supporting US customers only. We will be scaling to
larger geographic regions in the future.
Can I schedule a follow-up appointment with the same product expert?
Yes, but you will need to do this on your original call with the product expert.
They will schedule the follow-up consultation for you.
Will I be able to purchase products through this appointment?
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.
Will I be able to get technical support through this appointment?
No, these sessions will support you specifically with either purchasing
(personal shopping), setting up your new device or software (personal setup), or
training you on how to use your new device or software (personal training). 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.
How long do appointments last?
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.
Will I need to be on camera during the appointment?
No, you have the option to turn your camera off or on at any point during the
call.
How do I reschedule or cancel my appointment?
You can make changes to your appointment by going here. You will need the
confirmation number found in your confirmation email.
Can I use this service if I have a hearing disability?
Yes, captions can be turned on during the conversation.
Will this session be recorded?
You will have a choice at the beginning of the session to be recorded. You have
the option to opt out of being recorded.
What types of products can I get help with during my appointment?
For personal shopping appointments, 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.
For personal setup appointments, our product experts can help with setting up
Microsoft 365, Surface, or any PC device that runs on Windows 10.
For personal training appointments, our product experts can help you learn
essential skills and explore features in Microsoft 365, Surface, or any PC
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WATCH AND LEARN WITH OUR LATEST VIDEOS
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THE MICROSOFT STORE PROMISE
Microsoft Store offers world-class customer support and guidance, ensuring that
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Microsoft Store offers free personal shopping assistance by video, audio call,
or chat. Book an online appointment 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. Schedule a personal shopping
appointment time that is convenient for you, as our associates are available
Sunday – Saturday. Schedule a personal shopping appointment that is convenient
for you, as our associates are available Sunday – Saturday.
*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.
**You must be 18 years or older to book a personal shopping appointment
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