Recover Console Access or Remove Esper Management from Enrolled Devices

Android

Improved Title: Regain Console Access and Remove Esper Management from Android Devices

---

When you lose access to your Esper Console account, managed Android devices remain locked under Esper management and cannot be fully released by a hardware factory reset alone.

Why this happens

Esper enrolls devices as Device Owner, a system-level Android privilege that survives standard user-initiated factory resets on most devices running Android 7.0 and later. Only a console-initiated removal or an OEM-level wipe can fully clear Device Owner status. This means recovering your Esper Console access is always the fastest and most reliable path to freeing a device.

Step 1: Recover your Esper Console access

1. Open your Esper Console login page. Your console URL follows the format https://[your-console-name].esper.cloud — check your original onboarding email if you are unsure of the name.
2. Click Forgot Password on the login page, enter the email address associated with your account, and follow the reset link sent to that address.
3. If you no longer have access to the registered email address, contact Esper Support and provide:
   • Your full name and company name
   • All email addresses that may have been used for the account
   • One or more device serial numbers — found on the device label or under Settings → About Device
   • Proof of purchase or billing records, if available
   Esper Support will verify your ownership and restore access or provision a linked account.

Step 2: Remove devices from the Esper Console

1. Sign in to your Esper Console.
2. Navigate to Devices & Groups → [Device Name] and select the device you want to release.
3. Select Actions → Remove Device.
4. Choose the removal option that fits your situation:
   • Wipe + Remove — performs a factory reset and unenrolls the device in a single operation. Use this option in most cases.
   • Remove Only — removes the device from Esper management without issuing an explicit wipe command. Note that on Device Owner enrollments, many Android builds will still trigger a device reset automatically when Device Owner is removed.
5. Confirm the action. The device will reboot and present the standard Android Setup Wizard, without the Esper lock screen.

Verify: The device should disappear from your Devices & Groups list within a few minutes of confirming removal. On the device itself, the Android Setup Wizard should appear after the reboot with no Esper lock screen present.

If you need the device before console access is restored

A hardware factory reset can be attempted as a temporary measure, but be aware it may not fully remove Esper management on Device Owner enrollments. If the device re-locks or attempts to re-enroll after the reset, console-based removal is required to clear Device Owner status.

1. Power off the device completely.
2. Hold the hardware key combination for Recovery Mode — typically Power + Volume Down, though this varies by manufacturer. Consult the device manufacturer's documentation for the exact combination.
3. In Recovery Mode, navigate to Wipe data / Factory reset and confirm.
4. If the device re-locks or shows an Esper screen after rebooting, proceed with Step 1 above to recover console access and complete the removal from the Esper Console.

If this doesn't resolve it

If the device remains locked after both a console-based removal and a hardware reset, the device may require an OEM-level wipe or a firmware reflash. Contact Esper Support and provide the following when you reach out:

• Device make, model, and Android version
• Device serial number
• A description of what the screen shows after the reset attempt
• Screenshots or a short video of the device behavior, if possible

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.