Device stuck on another tenant: deprovision and re-enroll to move between Esper endpoints

Android

When a device has already been enrolled in one Esper tenant and you attempt to add it to another, the Esper Console rejects the enrollment because the device's serial number is already claimed. The device must be fully deprovisioned from the original tenant before it can be enrolled anywhere else.

Why this happens

Every device enrolled in Esper is registered against a unique identifier — typically its serial number — that is locked to a single tenant at a time. Until that registration is explicitly released, any enrollment attempt in a different tenant will fail. A factory reset alone does not release the backend registration; the deprovisioning action must originate from the Esper Console or Esper Support.

Before you begin

Determine which situation applies to you:

You have login access to the tenant where the device is currently enrolled (the source tenant)
You do not have access to the source tenant — for example, a reseller or OEM enrolled the device on your behalf

Option A: You have access to the source tenant

Log in to the Esper Console for the source tenant at console.esper.io.
Navigate to Devices & Groups and locate the device you want to move.
Select the device to open its detail view, then open the Actions menu.
Select Remove Device.
When prompted, enable Wipe Device on Removal before confirming. This step is critical — removing a device without wiping can leave residual enrollment artifacts on the device that block re-enrollment in the target tenant.
Confirm the removal and wait for the factory reset to complete on the device.
Log in to the Esper Console for your target tenant.
Navigate to Devices & Groups → Enroll Device and register the device's IMEI or serial number.
Re-enroll the device using your standard provisioning method — QR code, Zero-Touch Enrollment, Knox Mobile Enrollment, or manual enrollment.

Verify: The device appears in Devices & Groups on the target tenant with a status of Active or Provisioned, and it no longer appears in the source tenant's device list.

Option B: You do not have access to the source tenant

If a reseller, OEM, or third party enrolled the device and you cannot log in to the source tenant, Esper Support must release the backend registration for you.

Collect the device's serial number. Serial number — not IMEI — is required for cross-tenant lookup. The IMEI alone is insufficient to locate a device registered under a different account.
Contact Esper Support and provide:
- The device serial number
- The name or ID of the source tenant (if known)
- The name or ID of your target tenant
- A request to deregister the device at the backend
Wait for confirmation from Esper Support that the backend deregistration is complete before attempting re-enrollment.
Log in to the Esper Console for your target tenant.
Navigate to Devices & Groups → Enroll Device and register the device's serial number or IMEI.
Re-enroll the device using your standard provisioning method.

Verify: The device appears in Devices & Groups on the target tenant with a status of Active or Provisioned.

If this doesn't resolve it

If the device still fails to enroll in the target tenant after completing the steps above, collect the following before contacting support:

The device's full serial number and IMEI (both, if available)
A screenshot or text of any error message displayed during enrollment
The provisioning method used (QR code, Zero-Touch, KME, or manual)
Confirmation of whether Wipe Device on Removal was enabled during deprovisioning
The names or IDs of both the source and target tenants

Contact Esper Support with this information so the backend registration state can be audited directly.

Still need help?

If the steps above don't resolve the issue, submit a support ticket with your device model, Android version, Esper Agent version, and a description of what you've already tried — this helps the support team investigate without a follow-up.