Unable to Delete Devices from Esper Console: Verify Permissions and Device State

Android

Title: Cannot delete devices from Esper Console — permissions and device state

When attempting to delete one or more devices from the Esper Console, the removal options may be greyed out, unavailable, or the device may reappear after deletion.

Why this happens

Device deletion requires an Admin or Enterprise Admin role — lower-privileged accounts cannot see or use the removal actions. The correct removal method also depends on whether the device is currently online or offline: using the wrong option for a device's current state can cause the action to fail silently or leave the device in your license count.

Before you start — confirm your permissions

1. Navigate to Company Settings → User Management.
2. Click your user account and confirm that Role is set to Admin or Enterprise Admin.
3. If your role is set to anything lower, ask your account administrator to update it before continuing. Only Admins and Enterprise Admins can delete devices.

Delete an online device (Wipe + Remove)

Use this method when the device is powered on and reachable. It factory-resets the device and removes it from the Console in a single action.

1. Navigate to Devices & Groups.
2. Check the checkbox next to each device you want to remove.
3. Click Actions → Wipe + Remove.
4. Confirm the action in the dialog. The Esper Agent will receive the wipe command, factory-reset the device, and remove it from your Console automatically.

Verify: Refresh Devices & Groups after a few minutes. The device should no longer appear in the list. Navigate to Company Settings → Subscription to confirm your active license count has decreased.

Delete an offline device (Remove Only)

Use this method when the device is powered off, unreachable, or has already been factory-reset outside of Esper. Because the device cannot receive commands, this option removes it from the Console without sending a wipe instruction.

1. Navigate to Devices & Groups.
2. Check the checkbox next to each offline device you want to remove.
3. Click Actions → Remove Only.
4. Confirm the action in the dialog.

Verify: Refresh Devices & Groups. The device should no longer appear in the list, and your active license count under Company Settings → Subscription should reflect the updated number.

Delete devices in bulk

1. Navigate to Devices & Groups and use the search or filter options to display only the devices you want to remove.
2. Check the checkbox next to each target device, or use the select-all control to select every displayed device at once.
3. Click Actions and choose Wipe + Remove for online devices or Remove Only for offline devices. Do not mix online and offline devices in a single bulk action — run two separate passes if needed.
4. Confirm the bulk action in the dialog.

Verify: Refresh Devices & Groups after a few minutes. None of the selected devices should appear in the list.

Troubleshooting

Wipe + Remove and Remove Only are greyed out

• Confirm your role is Admin or Enterprise Admin in Company Settings → User Management.
• Hard-refresh the Esper Console (Ctrl+Shift+R / Cmd+Shift+R) and try again.

Active license count did not decrease after removal

• Wait up to 15 minutes for license reconciliation to complete, then refresh the Esper Console.

Deleted devices reappear in the Console

• The device is being automatically re-enrolled. Check your Zero-Touch Enrollment or Knox Mobile Enrollment (KME) configuration to determine whether these devices are still mapped to your enterprise and set to auto-provision.
• Remove the device from your Zero-Touch or KME portal, or contact your OEM, to prevent automatic re-enrollment before attempting deletion again.

If this doesn't resolve it

If devices still cannot be deleted after confirming your permissions and following the steps above, contact Esper Support. Include the following when you reach out:

• The device name(s) or serial number(s) you are trying to remove
• Your user role as shown in Company Settings → User Management
• A screenshot of the greyed-out or unavailable action, if applicable
• Whether the affected devices are online or offline at the time of the attempt

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.