Are Pixel phones being 'hacked during repair'? Google conducts investigation

A Google Pixel user claimed that her phone was hacked after it was sent in for repair. The user had sent in her phone to a Texas repair facility via mail.

Game designer and author Jane McGonigal had sent her Google Pixel 5a device for repair. She alleged on Twitter that someone had logged into her Gmail, Google Drive, Photos, and Dropbox accounts. She further said that she could see from activity logs that ‘they opened a bunch of selfies hoping to find nudes’.

McGonigal said that she had sent her broken phone to the Pixel repair centre in Texas in October, and that FedEx tracking information showed that the device arrived at the facility. However, Google said it never received the phone.

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It is unclear whether the device was compromised in transit or upon reaching the repair facility. Google officially advises users to backup and reset a device before sending it in for repair. However, Jane McGonigal pointed out that it may not be possible if the device is damaged.

Google spokesperson Alex Moriconi told The Verge that after a thorough investigation, the company can say with confidence that the issue impacting the user was not related to the device RMA, or Return Merchandise Authorisation, process. They also said that Google has worked closely with the user to better understand what occurred, and how best to secure the account going forward.

Jane McGonigal tweeted on December 7, saying that Pixel Support and Google Security have been extremely helpful, and that there will be added security instructions for people who cannot reset their phones before sending them in for repair.