Laptop 7 disappears from my devise list

Hi Terry Armstrong,

I understand how frustrating it can be when you’re already trying to get a screen issue resolved and then run into difficulties with the support site as well.

As a forum moderator, I don’t have access to accounts or the ability to submit repair requests on your behalf. If the online service request continues to give you trouble, another option is to bring the device to a Microsoft Authorized Service Provider. They can check the device further and help guide the repair from there.

Hopefully one of these options will help move things forward. Thank you for your understanding.

Best regard.

The device must stay correctly registered to the Microsoft account before a Surface service order can be created. If the Laptop 7 keeps disappearing from the device list, use these steps and then try service again:

1. Go to the Microsoft account devices page: Microsoft account | Devices and sign in.
2. If the Laptop 7 is not listed, select Register device and add it again using the correct serial number.
3. After registration, confirm the device appears in the list and select it.
4. From the same page, start the service flow:
   • For consumer devices, select Start order (or Next, depending on the flow) and follow the prompts to create a service order for the distorted screen.
5. If the device is a business/organization-owned Surface, the IT admin should instead use one of the admin portals:
   • Surface Support Portal from the Microsoft 365 admin center → Support → Microsoft Surface support, then Create service request or Create service request under Warranty service & repair.
   • Or Surface Management Portal in Intune → Service orders → Create service request, then add the device by serial number and submit.

If the device still disappears from the list after registration, an admin or owner can open a support request through the Surface Support Portal or Surface Management Portal (for business devices) so Microsoft support can investigate the account/portal behavior and help complete the service order for the screen issue.

References:

• Manage devices used with your Microsoft account
• How to get service or repair for Surface
• Shipping and repair options for service orders
• Fix common problems using the Surface app and Surface Diagnostic Toolkit
• Surface Support Portal overview
• Surface Management Portal overview