Expired Trial Tenant Blocks New Tenant Creation: Resolution Steps

Android

Improved Title: Expired trial blocks new tenant creation — how to regain access

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When a free trial expires, Esper decommissions the tenant and locks the associated email address, preventing you from registering a new tenant with that same address.

Why this happens

Esper ties each email address to the tenant created during signup. When a trial period ends, the tenant is fully decommissioned, but the email association is not automatically removed from the system. Until that association is cleared by Esper Support, the registration flow will reject any attempt to create a new tenant under the same address.

Before you start

Understand the following permanent consequences of trial expiry before proceeding:

• All data, device enrollments, Blueprints, and configurations from your trial are permanently deleted and cannot be recovered.
• Any devices that were enrolled in your expired trial tenant are orphaned. They cannot be remotely managed or unenrolled. Each device must be physically factory reset before it can be enrolled in a new tenant.

Step 1: Confirm your trial tenant has been decommissioned

1. Open a browser and navigate to your trial tenant URL (for example, https://your-tenant-name.esper.cloud). If the page does not resolve or you see a DNS_PROBE_POSSIBLE error, the tenant has been decommissioned.
2. Alternatively, go to https://tenant.esper.io/login and attempt to log in with your trial credentials. If you receive the error enter a valid endpoint name, this confirms the trial tenant no longer exists.

Step 2: Request email disassociation from Esper Support

1. Collect the following information before submitting your request:
   • Your email address (the one used to sign up for the trial)
   • Your expired trial tenant name (the subdomain from your trial URL, for example your-tenant-name)
2. Submit a support request at https://help.esper.io/hc/en-us/requests/new, including both pieces of information above and a brief description stating you are blocked from creating a new tenant. Esper Support needs the tenant name to locate the correct backend record and safely remove the association without affecting other accounts.
3. Wait for confirmation from Esper Support that the disassociation is complete. Once confirmed, return to esper.io and create a new tenant using the same email address.

Step 3: Factory reset any orphaned devices

1. Physically locate each device that was enrolled in the expired trial tenant. These devices cannot be reached through the Esper Console and must be handled on-site.
2. Perform a factory reset on each device using its hardware buttons or the device's local settings menu. This removes all previous enrollment data, including the Esper Agent binding to the old tenant.
3. Once reset, enroll each device into your new tenant using your chosen provisioning method under Devices & Groups → Enrollment in the Esper Console.

Step 4 (optional): Set up a paid plan

1. After your email has been disassociated and your new tenant is created, contact the Esper Sales team via esper.io/contact-sales to transition to a paid plan.

Verify: You have successfully resolved the issue when you can log in to a newly created Esper Console tenant using your email address and the Devices & Groups dashboard loads without error. New tenant creation typically completes within a few minutes of email disassociation being confirmed by Support.

If this doesn't resolve it

If you receive the same error after Esper Support has confirmed disassociation, or if you are unsure whether your tenant has been fully decommissioned, submit a new support request at https://help.esper.io/hc/en-us/requests/new and include:

• Your email address
• Your expired trial tenant name
• A screenshot of the exact error message you see when attempting to create a new tenant
• The date and reference number of your original disassociation request