Answer Desk

Q: What is Answer Desk?

A: Microsoft Answer Desk is a premium online support service offered by Microsoft Store to help you get the most out of your PC.

Whether you need virus removal and protection, want to boost your PC’s performance, solve a problem, or get expert training in Office or Windows, Answer Desk is available online 24/7 throughout the US.

All Answer Desk online services are provided by highly trained, friendly, and enthusiastic Answer Techs. Whether you’re an expert or a novice computer user, every Answer Tech is dedicated to helping you in the most efficient way possible, using plain, clear language—and no tech talk.

Q: How do I start?

A: It’s easy. Just start a chat with an Answer Tech.

First, go to microsoftstore.com. Click on Answer Desk from the options on the left. You’ll find descriptions of Answer Desk services and a list of available Answer Techs.

When you’re ready for your complimentary personal consult, start a chat with the Answer Tech you choose. During your chat, your Answer Tech will do their best to diagnose your problem. If the problem is simple and they can help you fix it quickly, you’re done.

If your issue is more serious, your Answer Tech will direct you to self-help, community help, or offer you one of our premium services—whichever works best for you. You won’t be charged for any service you don’t specifically authorize—and you’re welcome to visit us again any time.

Q: How much does it cost?

A: If your problem is simple and can be quickly fixed during your complimentary personal consult with an Answer Tech, it won’t cost anything.

For our premium services, prices are clearly listed on the website. All prices are fixed. No matter how long it takes your Answer Tech to get to the root cause and give you a complete solution, you won’t be charged more than the published price.

Q: I’m ready to order a service. Now what?

A: It’s as easy as 1, 2, 3.

  1. First, your Answer Tech will ask you to sign in by providing some basic information. You’ll need a Microsoft Account. If you don’t have one, getting one is just a few clicks away—your Answer Tech will help you if you have any questions.
  2. Once you’ve signed in, your Answer Tech will help you securely enter your credit card information. Your credit card information is never seen by an Answer Tech. We accept American Express, MasterCard, and Visa.
  3. Next, with your permission the Answer Tech will remotely access your PC and get to work on the problem. When they’re finished, they’ll check with you to make sure the problem is fixed to your satisfaction.
Q: What should I expect from a service?

A: Your Answer Tech can get to work as soon as you’ve paid for your service, or you can come back later when it’s more convenient. Personal Training sessions are always scheduled in advance.

You’ll want to plan your service for an hour or two when access to your computer isn’t vital—since you won’t be able to use your computer while the Answer Tech is working on it. With your permission, the Answer Tech will access your computer remotely.

After your service is complete, you’ll have a chance to fill out a brief survey to let us know how it went.

Q: Does Answer Desk back up my data before a service?

A: Excellent question. Answer Desk doesn’t provide back-up services.

If it’s been a while since you’ve backed up your data, we recommend checking out the following resources before you redeem your service:

Back up your files in Windows 7

Back up your files in Windows Vista

How to use the Backup utility to back up files and folders in Windows XP Home Edition

Q: Can an online Answer Tech help me over the phone?

A: Just click on the “Ask my Answer Tech to call me” link found on the top left hand side of the chat window.

Q: I got disconnected!

A: No problem. If you were in the middle of a chat or phone session and got disconnected, your Answer Tech will try to reconnect using the contact information you provided. You’ll also get an email with links to help get you reconnected. Be sure to check your email right away if you get disconnected because your Answer Tech will only remain available for a limited period of time

If you’re in a hurry, you can always work with a new Answer Tech.

Q: What if I have more than one Microsoft Account?

A: Just remember which one you used to create each Answer Desk account.

If you create more than one Answer Desk account, information isn’t shared across accounts. For example, if you create an Answer Desk account, purchase a service, sign out and then sign in with a different account, you won’t be able to redeem the offer you just purchased.

Q: I’m curious about a One-Hour Personal Training Session. How does that work?

A: Online One-Hour Personal Training Sessions are available to teach you whatever you’d like to learn about Microsoft Office or Windows. The sessions are always arranged in advance. Just start a chat with any Answer Tech. They’ll answer your questions, and set up a time that works with your schedule.

You can also get Personal Training Sessions in person at any Microsoft Store. Store Personal Training sessions are based on specific courses, and include topics beyond Windows and Office. They’re available per session or on a subscription basis. Contact your nearest Microsoft Store for more information or to make an appointment.

Q: Can I get Personal Training in topics that aren’t related to Office and Windows?

A: Not yet. However, we’re constantly growing and changing. Let an Answer Tech know what kind of training you’re looking for. We’ll see what we can do in the future.

Q: I really liked the Answer Tech I worked with before. Can I work with them again?

A: If the Answer Tech you worked with before is online, you’re more than welcome to work with them again. To see if they’re currently available, just go to the Answer Tech page and enter their name where it says “search by.”

Since an Answer Tech you worked with before won’t always be available, you can work with a new Answer Tech if you’re in a hurry.

Q: I can’t find my receipt or confirmation email. How do I redeem my service?

A: No worries. Just login to Answer Desk and start a chat with any Answer Tech.

Make sure to use the same Microsoft Account you used to make your purchase. That way, the Answer Tech will be able to see the right information about your last visit.

Q: I did a Virus Removal & Protection. Now my PC seems to be infected again. Help!

A: If you think your PC is infected again within 30 days of your service, get in touch with any Answer Tech. They’ll help.

Q: Can I use Virus Removal & Protection on more than one PC?

A: Yes. However, if you have more than one infected PC, you’ll need to purchase the service separately for each computer.

Q: My PC is still running really slow after an Advanced PC Tune-Up. What’s up with that?

A: If you paid for an Advanced PC Tune-Up and you’re not satisfied with your PC’s performance, let any Answer Tech know. We’ll do our best to get you up to speed.

Q: Are there system requirements to get support from Microsoft Answer Desk?

A: Yes. Here’s what you’ll need:

  • Microsoft Account
  • A phone to speak with the Answer Tech while they’re working on your computer
  • Broadband Internet connection
  • Windows XP SP1, Windows Vista, or Windows 7 Internet Explorer 7 and higher or Mozilla Firefox 3.6 and higher
  • 300 MHz or higher (processor clock speed recommended), 233 MHz minimum required (single or dual processor system)
  • Intel Pentium/Celeron, or AMD K6/Athlon/Duron, or compatible processor recommended
  • 256MB RAM or higher recommended (The minimum may limit performance and some features)
  • SVGA (1024x768) or higher
  • Recommended use of default browser security setting levels
  • Macromedia Flash 8 and up
Q: What if I'm not satisfied?

A: Your satisfaction is our number one priority. If you have an issue within 30 days of your paid service, chat with any Answer Tech. They’ll do their best to make things right.

Check out our Service Agreement for more details.