Trouble With Windows or Office? How to Get Tech Support From Microsoft

Are you having problems with Windows, Office, Xbox, or another Microsoft product? If so, it may be time to call in the cavalry, meaning the support folks at Microsoft.

Depending on the nature of the problem, you can communicate with Microsoft via chat, phone, or a video call. But a help app built directly into Windows and on the web may be the easiest way to get the ball rolling. Here's how to access these different support options.

Get the Help App

First, let's check out the built-in help app for Windows. To rev this up in Windows 10 or 11, type the word help in the search field and then click the search result for Get Help. Alternatively, click the Start button, head to the All Apps list, and click the shortcut for Get Help.

A Get Help window pops up, where a virtual agent will try to resolve your issue. Type a description of the problem you're experiencing and press Enter to submit your message. (For this story, we said we were having trouble upgrading from Windows 10 to Windows 11, even with TPM 2.0.)

Depending on your problem, the next screen will likely suggest various topics, products, or categories that relate to the issue. Click the suggestion that best matches your issue. In our example, the app asked us to choose the proper error code we saw when trying to upgrade.

The virtual agent may then suggest a certain process for troubleshooting the problem. You can try this option, reject the suggestion, or resubmit your question and choose a different path. After you run through a variety of different steps, the agent will ask if your problem has been resolved. If it's been fixed, great. If not, don't give up. Tell the agent you're still having trouble.

Depending on the problem, you may at some point see links to articles and discussions from Microsoft support or from Microsoft’s community forums. If so, click one of those links. You’ll be taken to the corresponding web page. In the case of a support article, read and follow the suggested steps. In the case of a community post, review the information. You can also type a description of the problem in the search field.

No luck? Click Ask a new question in the upper right to create a forum post of your own. Enter a subject and type a full description in the message body. Make sure the box is checked to be notified when someone responses to your post, then click Submit.

If you're still not getting very far with the virtual support and community options, you can talk to a real person from the Get Help app. Make sure you are signed in with your Microsoft account, then click the Contact Support button at the bottom of the page.

You may then be asked to provide more information about the problem. Depending on what you have to say, Microsoft may direct you to your computer's manufacturer, chat support from your web browser, or phone support.

If you'd like to chat with someone, select Chat with a support agent in your web browser and wait for a rep to respond. You can then chat with that person about your problem and hopefully have it resolved. Otherwise, click Provide your phone number and a support agent will call you to talk with a Microsoft rep on the phone.

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Use Microsoft's Contact Us Web Page

An alternative to using the built-in Windows support app is to fire up your web browser and go to Microsoft's Contact Us website. At the home page, click the Get started button to open the support window. A virtual support agent will try to assist you. If that doesn't help, you'll eventually see the options to have a person call you, schedule a call, or chat with someone.

Schedule an In-Store Appointment

Finally, if you need a rep to look at a specific issue on your computer or other device, you may be able to schedule an in-person appointment with Microsoft. Unfortunately, your options here are extremely limited. In the past, you could set up an appointment at a local Microsoft Store. But the company closed down virtually all of its brick-and-mortar stores in 2020.

Instead, Microsoft turned a few of its stores into facilities called Microsoft Experience Centers. Designed to display and demo key Microsoft products, they also have employees who can help customers with technical issues. There’s only one major drawback. Only three of these experience centers are currently open around the world—one in New York City, a second in London, and a third in Sydney, Australia. But if you live in or are traveling to one of these locations, this could be a viable option for getting in-person support.

To try this option, head to the Microsoft Experience Center site. Scroll down the page, click the link for Book an appointment, and follow the on-screen instructions.