IMEI already registered to existing device — remove registration before re-provisioning to a new Blueprint/Template

Android

AndroidiOS

If you're trying to provision a device to a new Blueprint or template but receive an error that the IMEI or serial number is already registered, you need to remove the device's registration before you can re-provision it. This article explains how.

Before you begin

This issue occurs when a device's IMEI (International Mobile Equipment Identity) or serial number is still associated with an existing device record in your Esper Console. This commonly happens when you're re-deploying a device, reassigning it to a different Blueprint, or migrating it between provisioning templates.

To resolve this, you'll need to remove both the device and its registration from the Esper Console before provisioning it again.

How to remove a device registration

1. In the Esper Console, go to Devices & Groups.
2. Search for the existing device by name, IMEI, or serial number.
3. Open the device's detail page.
4. Select Remove Device.
5. In the removal dialog, make sure Remove Registration is checked. This step is critical — it clears the IMEI and serial number association from your tenant, allowing the device to be re-provisioned.
6. Confirm the removal.

Important: If you remove the device without also removing the registration, the IMEI and serial number will remain locked to the old device record, and re-provisioning will fail.

How to re-provision after removal

1. Wait 2–3 minutes for the registration removal to propagate through the system. Then refresh your browser.
2. Navigate to your target Blueprint or provisioning template.
3. Add the device using either its serial number or IMEI.
4. Once provisioning is complete, verify that the device appears in your Esper Console under the correct Blueprint or group, with status Online or Provisioned.

If the device is offline

If Remove Registration is greyed out or unavailable, the device may be offline. In this case:

• Attempt to wipe the device if possible.
• Then proceed with the removal and registration cleanup steps above.

If you're using Zero-Touch or KME/ABM enrollment

If your device was enrolled through Zero-Touch Enrollment or KME/ABM (Knox Mobile Enrollment), you may also need to remove the device's IMEI or serial number from the respective OEM enrollment portal before re-provisioning succeeds.

How to verify the IMEI or serial number on your device

If you're not sure what your device's IMEI or serial number is, you can find it in two ways:

• On the device: Go to Settings → About Phone and look for IMEI and serial number.
• Using ADB: Run the following command in your terminal:

adb shell service call iphonesubinfo 1

Still need help?

If the registration still appears as locked after following these steps, or if you can't locate the device in your console, contact Esper Support. We're here to help.