My Model 1625 Charger is not fully charging my laptop

Question

My Model 1625 Charger is not fully charging my laptop

Ken Cusick 20

I purchased a Surface 7th Edition laptop in late June. It has worked fine until today. When I signed into the unit it was only charged to 88% and a message at the bottom right of the screen said to use a high-capacity charger. I swapped out the Model 1625 charger with a Model 1706 charger that I had from my old surface laptop and it proceeded to fully charge the laptop. Unfortunately, my Model 1706 charger is old and the charging cord has seen better days. I would like to either figure out how to use my Model 1625 charger or obtain a new one from Microsoft.

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2 answers

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Answer 1

Hi Ken Cusick.

Because the older Model 1706 fully charges the laptop, it's confirmed that the Surface itself can accept a proper charge. So the problem being Model 1625 is not powerful enough or is no longer delivering its expected power. Either way, you likely need to replace it.

Just wondering, did the Model 1625 charger come in the box with the laptop you purchased in June, or is it from another device? Because if it's the former case, it should be treated as a potentially faulty supplied charger:

Open the Surface app on the laptop, select Help & support > Get help.
Or reach out to the seller if you purchased from retailer or third-party service.
Another path is to go through Contact Us - Microsoft Support
- Enter / choose an issue > click Get Help to make a request
- Scroll down > Contact Support (if the option is available)
- Or click Ask our Support Assistant instead and follow guidance
- If the issue persists, specifically state in the chat box that you need direct help.
- The Contact Support button should appear now > click it > select the chat in browser option.

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Note: The support contact team only works at certain times, so if the last window shows that it's unavailable, try opening it again the next day. If you prefer phone support, you can leave a phone number. This way, they can call you and help you.

In the other case that it came from another device or was purchased separately, please check the Output rating on both the 1625 and 1706 chargers. If the 1625 is below the 1706, it is not suitable for this laptop. If the numbers are the same, then there might be something wrong with the charger.

User's image

Overall, the Model 1625 charger is currently not working as it supposed to, so the best option would be a replacement. If it didn't come together with the laptop, you should find and purchase a compatible Microsoft or Microsoft-licensed charger.

Ken Cusick 20 Reputation points

2026-10-07T16:41:02.6433333+00:00

Thanks for the response. I 1625 Charger is the one that came with the laptop. I sent the charger back to Microsoft for replacement. I am not sure what charger they are going to return. I did purchase a backup 65 Watt charger from Amazon yesterday. The wattage on the 1625 is below my 1706. Can you make sure that my old charger is replaced with the higher wattage version?
Lychee-Ng 29,315 Reputation points Microsoft External Staff Moderator

2026-10-08T06:29:30.7466667+00:00

I wish I could, Ken, but unfortunately, that's out of my ability. Microsoft Q&A is just a user-to-user support forum, mainly helping with technical issues. That's why my initial response included guiding you to the Microsoft Support team, they're the only one who has access to such internal processes.
Ken Cusick 20 Reputation points

2026-10-08T13:24:27.9233333+00:00

Understand and thanks again.

Answer 2

The behavior points to the Model 1625 power supply not providing enough power for the Surface, while the older charger is still able to do so. On Surface, the “use a high-capacity charger” message and the plugged in, charging (exclamation symbol) state mean the device is receiving power, but not enough to properly charge the battery. Surface works best with the power supply designed for that device.

Try these checks first:

Confirm the connector and cable condition
- Make sure the charger is fully seated in the Surface charging port.
- If using the Surface Connect port, verify the connector LED is on.
- If there is visible damage to the charging port, connector, or cord, stop using that charger.
Clean the charger connector
- Unplug the power supply from the wall.
- Clean the pins on the connector with a pencil eraser.
- Use a cotton swab lightly moistened with rubbing alcohol to clean the pins on the long, narrow part of the charger.
- Let the pins dry completely, then reconnect the charger and test again.
Restart the Surface
- Select Start > Power > Restart.
- If the issue continues, do a forced restart: Start > Power > Shut down, wait briefly, then press and hold the power button for 20 seconds until the logo screen appears again.
Check for simple power issues
- Try a different wall outlet.
- Make sure all cable connections are secure.
- If the power supply has a USB charging port, make sure nothing is plugged into it.
- Disconnect high-power accessories and test charging again.
If Windows does not detect charging correctly
- In Device Manager > Batteries, uninstall Microsoft Surface ACPI-Compliant Control Method Battery or Surface Battery.
- Then select Action > Scan for hardware changes.
- Restart the device.
- Do not perform this step on Surface Pro X.

For obtaining a replacement charger, Microsoft recommends using only a genuine Microsoft or Microsoft-licensed Surface power supply. Surface power supplies, chargers, and docks are available from the Microsoft Store and other retailers.

If the Model 1625 still shows insufficient power after the checks above, the next step is to use Surface support options to arrange repair or replacement help. Available options include self-repair guidance, sending the device to Microsoft, or in-person support where available.