Service damaged Surface in Dubai

Yashar 0 Reputation points
2026-11-10T08:18:54.4+00:00

Hi everyone,

The touchscreen on my Microsoft Surface has stopped responding, so I submitted a repair service request through my Microsoft account.

However, the repair request status is still showing "Order Created," and I haven't received the shipping label or any instructions on how to send my device for repair.

Has anyone experienced a similar issue? Does anyone know how long it usually takes to receive the shipping label after creating a repair order?

I would appreciate any guidance on how to proceed or whom to contact.

Thanks in advance

Surface | Surface Go | Display and screen
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  1. S.Sengupta 33,176 Reputation points MVP Volunteer Moderator
    2026-11-10T10:18:57.7066667+00:00

    If your Surface repair order is still showing "Order Created" and you haven't received a shipping label, it probably means Microsoft has registered your repair request but hasn't yet sent the shipping instructions.

    Creating a repair order doesn't always mean the shipping label will be available immediately. However, if the status hasn't changed for several working days, I would recommend contacting Microsoft Support instead of waiting indefinitely.

    According to Microsoft's guidance, you should receive an email with the next steps within 24 hours of creating your repair order. Don't forget to check your spam and junk folders as well.

    Some other Surface owners have also reported similar delays, with shipping labels taking 4–8 days to arrive.

    Go to Microsoft Devices.

    Select your Surface device.

    1. Open Service Orders and click Check status.
    2. See whether the Print shipping label option is available.

    Check your registered email address, including the spam and junk folders.

    If you still cannot find the shipping label, contact Microsoft Support.

    Select Surface as your product and ask the support team to check your existing repair order. Specifically, ask them why the shipping label hasn't been generated and whether they can send it again.

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  2. AI answer

    2026-11-10T08:19:37.19+00:00

    If the repair order has remained at “Order Created” for more than 24 hours, retrieve the label from the Surface service-order page and contact Surface Support if Print shipping label is unavailable.

    Retrieve the shipping label

    1. Go to Microsoft account → Devices and sign in with the same Microsoft account used to create the repair order.
    2. Expand the affected Surface.
    3. Next to Service Orders, select Check status.
    4. Open Print shipping label to obtain the label and tracking information. A short delay before the order appears is normal. ^1^

    For “Your order is created,” Microsoft says the instructions depend on the shipping and repair option selected. Check the inbox and spam/junk folders of the address used for the order. If no message arrives within 24 hours, move to support escalation rather than creating another order. ^1^

    If the label is still missing

    Contact Microsoft Support while signed in to the account that created the order:

    1. Open Contact Microsoft Support.
    2. Enter Live Support, then select Get help.
    3. Scroll to Contact support.
    4. Select Surface, choose the Surface model, and select Confirm.
    5. Choose chat or a callback if offered.
    6. Provide the service-order number and explain that the order remains at Order Created and has no printable shipping label. ^2^

    Do not post the order number, device serial number, address, telephone number, or email address publicly.

    Dubai service options

    Microsoft’s current public list of countries with Surface Authorized Service Providers does not list the United Arab Emirates. Do not take the device to an unofficial repair shop while the Microsoft service order or warranty claim is active; ask Surface Support which shipping or local service option applies to the Dubai address. Microsoft also warns that Authorized Service Providers may charge fees even for in-warranty work. ^3^

    Before shipping, back up and erase the Surface if it can still be operated. Microsoft recommends doing this before returning a device for service. ^4^

    References

    1. Check the status of a Surface repair order, cancel the order, or print a shipping label | Microsoft Support
    2. Surface repair status - Microsoft Q&A
    3. Authorized Service Providers
    4. How to get service or repair for Surface | Microsoft Support
    AI-generated content may be incorrect. Read our transparency notes for more information.

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