Keyboard not charging pen

Michael Hoffman 0 Reputation points
2026-09-19T19:40:23.56+00:00

I have a Microsoft Surface Pro 11th edition. It has a detachable keyboard. The Slim Line pen stopped working because it is no longer being charged or recognized in the charging cradle in the keyboard. Originally, I thought the issues was the pen but I sent it back to Microsoft and they returned it saying it was working. I then went to BestBuy to see if it worked in a demo model and it did. It is now clearly the keyboard. I have performed all of the tests on the Microsoft Surface app, but nothing has resolved the issue. There is no local service center and I cannot afford to send it back to Microsoft to have it repaired since I use the laptop daily. The laptop is under warranty for another 3 months. Any recommendations?

Surface | Accessories | Surface mice and keyboards
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  1. Alexandr S 106.3K Reputation points Independent Advisor
    2026-09-19T22:51:17.1333333+00:00

    Hello, Michael Hoffman.

    Yes, the situation is very unpleasant... Alas, if it is not possible to solve the problem on the spot, then all that remains is to use the device without a pen until the end of the warranty period, and then contact the nearest service center (not Microsoft) for hardware diagnostics and repair (if it suits the price). Or purchase a new keyboard, and send the defective one to Microsoft, requesting a refund under warranty (if the law allows it).

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  2. Michael Hoffman 0 Reputation points
    2026-09-19T19:45:36.51+00:00

    The options I am being given in the Surface app is to go to an in person repair site or ship the device back to Microsoft for repairs. Since there is not in person repair location near me, the only option is to send the keyboard back to Microsoft for repair, but I cannot be without the laptop for an extended period of time. Is it possible that they ship me a replacement and after I receive it, I send them mine for repair?

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  3. AI answer

    2026-09-19T19:40:40.29+00:00

    Since the pen has already been verified as working in another Surface setup, the remaining fault is most likely the keyboard charging hardware or its connection to the Surface.

    Recommended next steps:

    1. Recheck the keyboard power path.
      • Detach the Surface Pro Keyboard.
      • Shut down the Surface from Start > Power > Shut down.
      • Press and hold the power button for 20 seconds. If the logo appears earlier, keep holding until it appears again.
      • Reattach the keyboard.
      • Press Caps and Fn to confirm the keyboard is receiving power.
      • Place the Slim Pen back in the storage tray.
    2. Check for firmware and driver updates again with the accessory connected.
      • Connect the charging accessory to the Surface.
      • Place the pen in the storage area.
      • Open the Surface app.
      • Expand Help & support and check update status.
      • If updates are available, select Check for updates to open Windows Update, install updates, and restart if needed.
    3. If the keyboard itself works for typing but still does not charge the pen, submit a service order for the keyboard, not the pen.
      • Microsoft’s guidance is: if the pen charges with another charger or another compatible setup, the original charging accessory should be serviced or replaced.
      • Because the device is still under warranty, the available repair or replacement options will be shown during the service request.
    4. Create the service request here:
      • Sign in to Microsoft account | Select device for service.
      • Select the registered device, or register it first if it is not listed.
      • Follow the prompts for the keyboard/accessory service request.
      • The keyboard serial number is near the left side or center of the spine where it attaches to the Surface.
    5. If this is a work or school-owned device, use the organization’s IT helpdesk or admin, or the business Surface service path instead of personal account support.

    If immediate repair shipment is difficult because the Surface is needed daily, the supported path in the documentation is still a warranty service order for the keyboard accessory. For additional troubleshooting or support contact, use the Surface app and select Get Help.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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