When a phone is sent in for service, the technician may need to test its camera, speaker, display, or connectivity components. They do not need to see your photos, messages, or banking apps to do so. Maintenance Mode or Repair Mode, available on some recent Galaxy and Pixel models, temporarily separates your personal space and creates a restricted environment where tests can be performed. This feature does not, however, replace backups, a strong screen lock, or the selection of a trustworthy repair provider.
First assess the nature of the fault
If the phone turns on and the screen is usable, preparing it at home is the safest option. If the device does not turn on at all, the touchscreen does not work, or it has been exposed to liquid, you may be unable to activate Repair Mode. In that case, ask the technician which tests can be performed without the unlock code instead of giving them your code. A password, PIN, pattern, email password, or two-step verification code should never be written on the service form.
Create a current backup before handing over the phone. Cloud synchronization appearing to be enabled does not prove that every file has been uploaded. Check the date of the latest backup and try opening a few critical photos and documents on another device. Replacement of the mainboard, a storage failure, or a factory reset required during service may cause data loss. Samsung also specifically recommends making a backup before using Maintenance Mode.
Manage the SIM, memory card, and accessories
If the repair provider does not need to test mobile connectivity, remove the physical SIM card and microSD card. Immediately deleting an eSIM is not always a good idea, as reactivation may require assistance from your carrier. Discuss in advance which components the provider will test. Do not hand over the case, external storage, or accessories unrelated to the repair. Photograph the device’s serial number or IMEI and any existing scratches, then store the photos somewhere else.
Maintenance Mode on Galaxy devices
On supported Galaxy devices, the menu path can vary by software version but is generally Settings > Device care > Maintenance mode. Before activating the mode, the system may offer options such as creating a system log or backup. When the phone restarts, photos, videos, contacts, messages, and user-installed apps are not visible in the temporary space used by the technician. Basic tests can be performed with preinstalled apps. Samsung notes that availability may vary by carrier and software version.
When the repair is complete, use the exit option in the notification panel, verify your identity, and restart the device. Accounts and data created during the maintenance session may be deleted. If you need a sample photo or test record created by the technician, discuss it with the repair provider before leaving the mode.
Repair Mode on Pixel devices
On supported Pixel phones, go to Settings > System > Repair Mode and follow the on-screen instructions. Google says to start the mode using your normal screen lock and not to share that PIN, password, or pattern with the technician. There is another important detail: Do not create a new PIN while in Repair Mode. If the feature does not appear, the phone or its installed software may not support it. Check for updates and model compatibility on Google’s official help page.
Set boundaries on the service form
Describe the fault on the service form in specific, testable terms. For example, writing “The other person cannot hear me during a normal call, but the voice recorder works” instead of “The microphone does not work” may reduce unnecessary access to data. Have the form state that Repair Mode is active and that you do not authorize access to your personal space. Ask the provider to contact you first if a factory reset is required. Choosing an authorized or established repair provider reduces risk, but no service label alone eliminates the need for backups and access controls.
When the phone is returned
If possible, inspect the device at the collection point. Exit Repair Mode with your screen lock, then test the replaced part as well as the camera, microphone, speaker, Wi-Fi, Bluetooth, and charging. Check for any unfamiliar apps, management profiles, VPNs, accessibility services, or user accounts. Review the operating system version and the date of the security update. Insert the SIM and memory card only after completing the physical checks.
Repair Mode is a strong layer that separates ordinary user data from the technician. It will not restore data if the device is completely reset, however, and should not be assumed to prevent every hardware-level risk. The safest approach combines a verified backup, a limited handover, an undisclosed unlock code, written service instructions, and a post-return inspection.
Research sources used: https://support.google.com/pixelphone/answer/16444186 https://www.samsung.com/us/support/answer/ANS10003675/ https://www.samsung.com/ph/support/mobile-devices/protect-your-privacy-during-repairs-with-maintenance-mode/