FAQ: Protecting your data if you send your Surface in for service

Learn more about the data wiping capabilities and practices Microsoft uses during the service process for Surface. Select any of the following sections or select Show all. Any section you choose will open to show you more info.

If I need to send my Surface in for service, what should I do to ensure the privacy of my data before sending in my Surface device?

You are the best person to look after your data. If you can turn on your Surface, Microsoft recommends that you back up the data valuable to you before sending your Surface device to a Microsoft Service Center. Then, take steps to erase all data from the Surface. For more info, see How to prepare your Surface for service.

If you can turn on your Surface Duo, reset it to factory settings before you send it to us for service. This turns off phone protection and erases all the data on your Surface Duo. For more info, see Prepare your Surface Duo for service.

Does Microsoft have software I can use to help me wipe data from my Surface before I send it in?

If you need to ensure the security of your sensitive data by destroying all information from your Surface devices safely and permanently, use the Microsoft Surface Data Eraser tool.

Note

  • Even though the Microsoft Surface Data Eraser tool is compatible with Windows in S mode, you won’t be able to create the USB stick on Windows 10/11 S.
  • The Microsoft Surface Data Eraser tool is a custom tool for Surface devices running Windows 10/11. It doesn't work on Surface Duo.

Does my Surface use removable media to store data? Can I remove it, or can I have Microsoft remove it and send it to me to ensure I always maintain ownership of the data?

Most Surface models have removable storage media. The solid-state drive (SSD) is only removable by skilled professional technicians following Microsoft instructions. 

Older Surface models don't have removable storage media. These models include:

  • Surface Pro 7 and earlier
  • Surface Laptop 2 and earlier
  • Surface Book (all models)
  • Surface Go (all models)

Can I send the faulty SSD by itself for a replacement or upgrade?

Internal components can't be serviced individually. All original components exclusive of the bundled accessories such as the power supply unit, mouse, or pen, must be included when returning your device for service.

Can I buy an SSD from Microsoft and install it myself?

SSDs aren't available for purchase at this time. If you need to back up your data before service, you can connect with one of our Surface advocates to learn about other options for backing up your data. 

Does Microsoft have an option to physically destroy the hard drive/storage media to ensure it can’t be reused?

Microsoft doesn’t have physical destruction capabilities.

Does Microsoft wipe the data from my Surface?

When a Surface device is returned to a Microsoft Service Center it goes through a data wipe process to ensure that the device’s data is erased.

My Surface won’t turn on. How will my data be removed from the hard drive at the service center?

A service center technician inspects your Surface and attempts to remove data using the appropriate tools. If your Surface continues to fail during this process, it is passed to the repair line to remove any faults. Then your Surface is sent back to the service center technician to have the data removed.

Where does the data wipe take place?

Data like Exchange Online Mailbox content and SharePoint Online Site content is stored in a Microsoft Data Center and is not affected by the Surface service process. Data that is stored on the Surface device's internal storage is erased at the Microsoft Service Center when the Surface device is repaired.

Will I be notified when my Surface has been through the wiping process?

Microsoft doesn’t have notification capabilities at this time.

Does Microsoft repair the Surface I have sent in, or does it replace the device?

Please refer to the Surface warranty terms and conditions for details on how your device will be serviced or replaced.

How to prepare your Surface for service

Microsoft Surface support for business

Check your warranty status (commercial)

Check your warranty status (consumer)