IMPORTANT: This article applies only to specific products and/or operating systems. Check Applicable Products and Categories for details.
If you're asked to verify your identity by entering your Google™ username and password, you've most likely:
- Performed a software repair using Xperia® Companion.
- Reset your device using Find My Device.
- Reset your device using the Sony® (Emma) flash tool or a third-party flash tool.
In these scenarios, you won't be able to complete the setup of your device without verifying your identity by entering the required Google credentials. If you can't log in with your Google username and password, you won't be able to use the device at all.
Why does this happen?
This behavior is a security feature and intended to protect your device against unauthorized use. It will literally make your device useless for any thief.
By providing the credentials of any Google account previously set on the device you can verify your legal ownership. You will be able to use your device after less than a minute. Remember: In order to successfully sign in with a Google account on your device, you must have entered the correct Google account username and password before.
What do I have to do?
There are two requirements you have to fulfill before you can use your device again:
- Make sure that your device is connected to the internet. You can scan and connect to a Wi-Fi® network while setting up your device after a reset.
- Make sure to enter the correct credentials of a Google account previously stored on the device. You can check if your username and password are correct by signing in to your Google account on another device.
Once you enter the correct username and password your device will verify your identity and you will be able to proceed setting up your device.
I don't know my credentials anymore. What now?
In case you have forgotten your Google password or if you don't know the exact Gmail address anymore, you can use the Account Recovery service provided by Google: https://www.google.com/accounts/recovery/
I wasn't able to recover my Google credentials and my device is still locked. What now?
There is no way to get around the device protection provided by Google. There is nothing you can do if you don't know your Google credentials. You won't be able to recover them using the Account Recovery service provided by Google. The only option you have is sending in the device to an authorized Sony Mobile repair partner. You will need to provide proof of purchase to verify the legal ownership of the device.
I can't provide a proof of purchase
If you can't provide proof of purchase or recover the credentials of a Google account previously stored on the device, you won't be able to use the device. There is no way you can circumvent the lock. You can try to contact the person/vendor who gave/sold you the device. They might be able to provide a proof of purchase so you can send the device to an authorized Sony Mobile service.