Request to Remove Surface Device from Autopilot (Second-Hand Purchase)

Question

Dear Microsoft Support Team,

I am writing to request assistance with a Surface device that appears to be enrolled in a corporate Autopilot configuration profile. I purchased this device second-hand and I am not affiliated with the organization that previously owned it.

Issue: The device is stuck in Autopilot setup and displays the following message: “Setting up your device for work” / “Registering your device for mobile management: Failed”

Additional Message: “Refresh settings request failed – DFI not found”

I kindly ask that you help remove the device from the previous organization's Autopilot enrollment so I can use it as a personal device.

Attached is a photo of the screen with the error message, as well as proof of ownership if needed.

Please let me know if any additional information is required. Thank you for your support.

Answer 1

You will need to contact Microsoft Support directly via phone or email. You also need to have a proof of purchase of that device, because MS team want to make sure you really own that device.