End-user device removal request when tenant is owned by a third-party OEM/reseller (e.g. SumUp)

Android

Title: Device stuck in managed mode — how to request removal from your administrator

When your Android device is managed through Esper by an OEM or reseller (such as SumUp), a standard factory reset from Android Settings will not remove the management profile or restore normal use of the device.

Why this happens

Your device is enrolled in Device Owner mode, which is controlled by an Esper tenant owned by the company that provisioned your device — not by Esper directly. Only that company's administrator can remove the Device Owner profile through the Esper Console. Until they do, Android's built-in reset options cannot clear the management enrollment.

Steps

1. Find your device serial number. Go to Android Settings → About device → Status and note the serial number or IMEI. You will need this when contacting your administrator.
2. Identify the company that manages your device. This is the OEM, reseller, or enterprise that originally provided the device to you — for example, SumUp. It is not Esper.
3. Contact that company's support or device administrator and send them the following request:
   
   "I need my device removed from Esper management. Please use the Factory Reset or Wipe option in the Esper Console under Devices & Groups → [Device Name] → Remove. This will clear Device Owner mode so I can use the device normally. My device serial number is: [your serial number]."
   
   Providing the exact console path helps administrators who may be unfamiliar with the process act quickly without needing to investigate further.
4. Wait for confirmation from your administrator. Once they complete the removal in the Esper Console, the Device Owner profile is cleared automatically — no further action is needed on the device before the factory reset.
5. Perform a factory reset using Android Settings → General management → Reset → Factory data reset. The device will now boot into standard Android setup without any kiosk restrictions or managed enrollment.

Verify: After the reset completes, the device should boot into the standard Android setup wizard with no Esper Agent, kiosk screen, or Device Owner prompt. If Device Owner mode is still active, the administrator has not yet completed the removal in the Esper Console.

If this doesn't resolve it

If the company managing your device is not responding or is unable to help, contact Esper Support. When you reach out, include:

• Your device serial number or IMEI
• The name of the company or administrator managing your device
• Any written communication showing a refusal or non-response

Esper Support will engage the tenant administrator on your behalf. Note that Esper Support cannot remove your device directly — only the administrator with access to the tenant can perform that action in the Esper Console.

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.