Prepare Surface Duo for service

You’ll need to do a couple of things first if you need to send your Surface Duo in for service.

Note: These instructions aren't applicable to other Surface devices. For info about preparing other Surface devices for service, go to How to prepare your Surface for service.

Before you start

Here are some things to know before you send us your Surface Duo. 

What happens to the data on my Surface?

If you send your Surface to our service center, everything on it is erased. For details, see FAQ: Protecting your data if you send your Surface in for service.

Microsoft is not responsible for the loss of data during servicing. For info about backing up your Surface Duo, see the following section about backing up to your Google Account.

What if my Surface won't turn on?

If your Surface Duo won’t turn on, you won’t be able to back up the files and settings stored on it. If you've been using your Google Account, or another backup option, you'll be able to restore your data from the back up after you get your Surface Duo back from the service center.

Step 1: Back up your data and settings to your Google Account

Back up the data and settings from your Surface Duo to your Google Account. This lets you restore your info from the backup when you get your Surface Duo back from service and set it up again. For more info about what gets backed up, see Back up or restore data on your Android device on the Android Help website.

To back up data and settings

  1. Open Settings.

  2. Tap System > Backup, then turn on Back up to Google Drive.

  3. Tap Back up now.

Things you don't need to back up

  • Apps. Some apps are backed up to your Google Account, but not all. You’ll need to reinstall any apps that aren’t backed up.

  • Mail, calendar, and contacts. Any emails, calendars, and contacts from places like Outlook.com and your Google Account are stored in the cloud and will sync to your Surface Duo after you sign in again.

  • Microsoft Office. Microsoft Office will be there when we return a Surface Duo to you.

  • Files already saved to OneDrive. You don't need to back up Office documents and other files that you saved to OneDrive.

Step 2: Back up your photos and videos

  1. To save photos and videos attached to text messages, open Messages, and then manually save the photos and videos that are attached.

  2. Back up your photos and videos to Microsoft OneDrive or Google Drive:

    • For Microsoft OneDrive: Open OneDrive, tap Me > Settings > Camera upload, then turn on Camera upload.

    • For Google Drive: Open Settings, then tap System > Backup. With Back up to Google Drive turned on, tap Google Photos, then turn on Back up & sync.

Step 3: Erase your Surface Duo by doing a factory reset

You’ll need to do a factory reset to erase all the data on your Surface Duo before you send it in for service.

Note: If you choose to receive your replacement Surface Duo before sending back your old one, make sure you have everything you need on your replacement device before you do a factory reset on the older one, and then send that one back to us. To learn more about setting up your replacement device, see Set up your Surface Duo after service.

To learn how to factory reset your Surface Duo, see Reset Surface Duo to factory settings.

Step 4: Remove your accessories and pack your Surface Duo

Before you send us your Surface, make sure you remove your accessories—including your SIM card. (To learn how, see Insert a SIM into your Surface.) Do this unless our support team has specifically told you to include accessories with your Surface return.

For more info about what to remove and how to pack your Surface Duo for service, see Packing and shipping instructions for Surface devices.

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