Flex Keyboard 13-inch Surface Pro with Slim Pen doesn't connect with computer

Cristina 0 Reputation points
2026-09-02T08:31:31.4+00:00

My Flex Keyboard 13-inch Surface Pro with Slim Pen doesn't connect with computer and I've been waiting for support online for more than 12h, it's a nightmare.

I tried to register my this keyboard in order to request assistance but the option of keyboard doesn't appear. Any help?

Also is there an email that I can use to reach support?

Surface | Surface Pro | Performance and maintenance
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  1. AI answer

    2026-09-02T08:31:47.8033333+00:00

    Try these steps for a Surface Pro 13-inch Flex Keyboard connection issue:

    1. Attach it again carefully Make sure the magnets are aligned correctly, then bring the bottom edge of the Surface Pro close to the top edge of the keyboard until the magnets click into place.
    2. Reset the keyboard Bluetooth connection If the keyboard is having Bluetooth problems while detached, press and hold the Esc key for about 5 seconds until the Fn key LED turns on.
    3. Check for updates in the Surface app
      • Open the Surface app.
      • Expand Help & support.
      • Check update status.
      • If updates are available, select Check for updates to open Windows Update and install them.
      • Select Get help in the Surface app and describe the problem. If the app detects issues, it will report them.
    4. Use support built into Windows or Surface
      • Open the Surface app, describe the problem, and select Get Help.
      • If the Surface app is not installed, it can be downloaded from the Microsoft Store from the support article.
      • If the device is for work or school, contact the organization’s IT helpdesk or admin.

    For contacting support, the available support paths listed are:

    • Surface app self-help and technical support
    • Get Help online support
    • Ask the Community

    No support email address is provided.

    References

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

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  2. Dimitrios 80 Reputation points
    2026-09-02T08:44:19.6133333+00:00

    Hello @Cristina ,

    Microsoft doesn't have a direct support email address you can write to. Everything goes through their online ticketing system.

    If you’re using the keyboard wirelessly:

    Go to Settings > Bluetooth & devices. Then hold the Esc key on the keyboard for about 5 seconds. The LED should start blinking, which means it’s ready to pair.

    If you’re trying to register the keyboard but can’t find it under the normal Surface device options:

    Go to account.microsoft.com/devices and sign in.

    Click Register device and, when it asks for the device category, choose Microsoft Accessory instead of Surface PC/Tablet.

    You’ll need the keyboard’s serial number. It should be a 12-digit number and can usually be found on the fabric spine or hinge of the keyboard, on the original box, or in the Surface app under Device Information.

    If none of that works, you can also call Microsoft Support directly. The number depends on your country, so use the support number for your region rather than calling a random number you find online. You can find your region's number here: https://support.microsoft.com/en-us/support/

    Best regards,

    Dimitrios

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  3. Cristina 0 Reputation points
    2026-09-02T10:35:10.92+00:00

    I opened a request in the support yesterday at 22h11 and nobody from Microsoft has called me yet. Also in the field SERVICE REQUEST appears as it is already solved:

    Service request opened

    Service request opened

    9/1/2026, 10:11:35 PM

    A support agent is being assigned to your request.

    Agent assigned

    Agent assigned

    •  Issue resolved **Issue resolved What can I do to contact them?**

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