HOW TO: Get your Xbox One console or Kinect fixed/replaced

To request service for an Xbox One product, you must first register the product, as described below.

Note You need a free Microsoft account, which enables you to sign in to various Microsoft services such as Xbox Live, to register your Xbox One console and Kinect sensor. If you don’t have a Microsoft account, create a Microsoft account.

1. Sign in to the Xbox Online Service Center with your Microsoft account credentials (email address and password).
2. Under Devices, click Add a device. 
3. Under Register a device, the name, phone number, country, and state fields are pre-populated based on your profile information. Make sure they are correct. 
4. Note If your profile information is incorrect and you want to update it, click your name in the top-right corner, and then click Profile. 
5. In the Serial number field, enter your product’s serial number, and then click Register. 

 The registered product now appears in Device Manager. (To see it, click Manage devices under Home at the top of the page.)

After you have registered your Xbox One submit a service order request

1. Sign in to the Xbox Online Service Center with your Microsoft account credentials and click Problem with a device. If you’re already at the Device Manager page, click Request Service. 
2. Follow the prompts on the screen to complete your service order request. 

After the submission is received, you’ll be given a service order number, and an order confirmation email will be sent to you.

If after 24 hours you haven't received a confirmation email, check your email program's junk folder or spam filter. If you don't find the email in junk or spam, contact Xbox Support.

Send us the product

1. Remove all accessories and put only the console or Kinect sensor in a shipping box. Note If you're sending a console, make sure that there’s no disc inside. If a disc is stuck inside your console, see Manually eject a disc from your Xbox One console.  
2. After you attach the shipping label that you printed out or received from Xbox Support when you created your service request, send the box to our service center. 

If for some reason you do not know where to ship the broken Xbox See: Where do I send my Broken Xbox One for Repair/Exchange?