Device appears missing from console: Group Admin cannot see device due to group membership restriction

Android

When a Group Admin searches for an enrolled device in the Esper Console, the device does not appear in Devices & Groups, even though the device is active and enrolled.

Why this happens

Group Admins in Esper have scoped visibility — they can only see devices that belong to groups they are explicitly assigned to. If the device was enrolled into a group the Group Admin is not a member of, the device is invisible to that user even though it exists in the organization. Enterprise Admins always have visibility across all groups and devices.

Steps to resolve

1. Confirm the device is enrolled. Ask an Enterprise Admin to log in to the Esper Console and navigate to Devices & Groups → All Devices. Search by serial number or Device ID. If the device appears here, it is enrolled and the visibility issue is caused by group membership. If it does not appear, the device may have been unenrolled, factory reset, or deleted — group access changes will not help.
2. Identify which group the device belongs to. While logged in as an Enterprise Admin, go to Devices & Groups → [Device Name] and note the group listed in the device details. This is the group you need to be added to.
3. Check your current group assignments. Have the Enterprise Admin navigate to Company Settings → Users → [Your User Account] and review which groups are currently assigned to your account. This confirms whether the missing group is the only gap.
4. Add your account to the correct group. Have the Enterprise Admin go to Company Settings → Groups → [Group Name] → Members and click Add User, then select your account. This grants you visibility of all devices within that group.
5. Log out and log back in to the Esper Console. Group membership changes take effect on your next session. Refreshing the browser alone may not be sufficient.

Verify: After logging back in, navigate to Devices & Groups and search for the device by name or Device ID. The device should appear immediately. If the device list is long, use the group filter to select the group you were just added to — the device should be visible within that group.

If this doesn't resolve it

If you have been added to the correct group but the device still does not appear, check the following before contacting support:

• Confirm your user role is Group Admin and not a custom role with additional restrictions. The Enterprise Admin can verify this under Company Settings → Users → [Your User Account] → Role.
• Have the Enterprise Admin confirm the group membership was saved by checking Company Settings → Groups → [Group Name] → Members and verifying your account appears in the list.
• Clear your browser cache and try a fresh login.

If the issue persists, contact Esper Support and provide the following:

• Your user email address
• The Device ID or serial number of the missing device
• The name of the group the device is assigned to
• A screenshot of your current group assignments from Company Settings → Users → [Your User Account]

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.