Turn off Protection by my Xperia and remove any Google accounts before service

IMPORTANT: This article applies only to specific products and/or operating systems. Check Applicable Products and Categories for details.

Perform the following steps before sending your Xperia® device for repair or service:

• Back up any personal data that is saved on the internal memory of your device to a memory card or other non-internal memory
• Deactivate Protection by my Xperia (not available in the Xperia XZ series or Xperia XA1 Plus and later released models)
  1. Make sure you're signed in as the owner, the user who set up the device for the first time.
  2. Find and tap Settings → Security → Protection by my Xperia.
  3. Tap Deactivate, then confirm deactivation.
  4. To complete the procedure, sign in using the Google™ account to activate the Protection by my Xperia service.
• Remove all Google™ accounts from the device
  
  Note: Make sure you're signed in as the owner, the user who set up the device for the first time.
  • Android™ 9.0 or higher:
    1. Find and tap Settings → Passwords & accounts → Google → REMOVE ACCOUNT → REMOVE ACCOUNT.
  • Android 8.x:
    1. Find and tap Settings → Users & accounts → Google → REMOVE ACCOUNT → REMOVE ACCOUNT.
  • Android 4.4, 5.0, 5.1, 6.0, 7.0, 7.1, or 7.1.1:
    1. Find and tap Settings → Accounts/Accounts & sync → Google.
    2. Tap the account you want to remove.
    3. Tap the menu icon (three vertical dots).
    4. Tap Remove account. You may have to enter the Google account username and password.

When a repair partner services or repairs your Xperia device, the service technician erases its content.

• If Protection by my Xperia is active on the device, it goes into Lockdown mode, and the service technician may not be able to perform the service or repair. Deactivate Protection by my Xperia, and remove any Google accounts on your device to protect your integrity.
  
  Note: Don't remove the Google account before you have deactivated Protection by my Xperia.
• If any third-party device protection is active on the device, it is locked, and the service technician may be unable to perform the service or repair. You will need to contact the third-party device protection provider for instructions on disabling their product.

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