Billing discrepancy after device removal: resolving invoice overages

Android

Title: Invoice shows more devices than enrolled — remove device records

When devices are disabled or removed from a group without being fully de-provisioned, your monthly invoice continues to count them as active, billable devices even though they no longer appear in your fleet.

Why this happens

Esper bills based on the number of provisioned device records in your account, not the number of actively communicating devices. Disabling a device or moving it out of a group leaves its record intact in the Esper Console. Only the Remove Device action permanently deletes that record and removes the device from your billable count.

Before you start

Identify which removal path applies to each device:

• Device is reachable: Use Remove Device with Factory Reset enabled. This wipes the device and removes the Esper Agent in a single step.
• Device is offline or unreachable: Use Remove Device without Factory Reset. This deletes the device record from your account immediately. The physical device retains the Esper Agent until it is manually factory reset — do this before redeploying the hardware.

Remove individual devices

1. Navigate to Devices & Groups in the Esper Console.
2. Select the device you want to remove.
3. Select Actions → Remove Device.
4. If the device is reachable, enable Factory Reset to wipe the device and uninstall the Esper Agent automatically. If the device is offline, leave this option unchecked.
5. Confirm the removal. The device record is deleted from your account and no longer counts toward your billable total.
6. Repeat for each device that needs to be removed.

Bulk-remove devices from a group

1. Navigate to Devices & Groups and open the group containing the devices.
2. Check the Select All checkbox to select every device in the group.
3. Select Actions → Remove Device.
4. Choose the appropriate factory reset setting for your devices and confirm. All selected device records are deleted from your account in a single operation.

Verify the corrected device count

Verify: Go to Devices & Groups and confirm the total device count matches your expected fleet size. Then go to Company Settings → Billing and confirm the updated count is reflected there. Changes to your billable count apply to your next invoice cycle. If you were already billed for the higher count, contact Esper Support to request a credit adjustment for the overcounted period — have your account name, the approximate removal date, and the number of affected devices ready.

If this doesn't resolve it

If the device count in Company Settings → Billing still does not match Devices & Groups after completing the steps above, or if you cannot locate specific device records to remove, contact Esper Support with the following information:

• Your account name and the invoice in question
• The device serial numbers or Esper Device IDs that should have been removed
• The date on which you attempted to remove them
• Screenshots of the current Devices & Groups count and the Billing page

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.