Devices not removed from device list after submitting remove/unregister request

Android

If devices remain visible in your device list after you submit a remove or unregister request, the issue usually depends on whether those devices are online or offline. Follow the steps below to successfully remove devices from your Esper Console.

Before you begin

Check whether the devices you want to remove are online or offline. You can see the device status in Devices & Groups. This determines which removal steps you should follow.

How to remove online devices

Online devices that are actively managed must be wiped before removal to ensure clean deregistration.

1. In the Esper Console, go to Devices & Groups.
2. Select the device you want to remove.
3. Choose Device Actions → Wipe Device.
4. Wait for the wipe to complete. The device status will change to Unregistered or the device will go offline.
5. Return to Devices & Groups and locate the device again.
6. Select Remove Device and confirm the removal.
7. Refresh the device list to verify the device no longer appears in your inventory.

How to remove offline devices

Offline devices can usually be removed directly without a factory reset.

1. In the Esper Console, go to Devices & Groups and find the offline device.
2. Select the device and choose Remove Device (or Remove Only if that option appears).
3. Confirm the removal prompt.
4. Refresh the device list to verify the device no longer appears.

If the device still appears after removal

If a device persists in your device list after you follow the steps above, you need to provide additional information for investigation.

1. Go to Devices & Groups → [Device Name] → Device Info.
2. Copy the Device ID.
3. Note whether the device is online or offline.
4. Note whether you performed a wipe before attempting removal.
5. Contact Esper Support with this information so we can investigate backend cleanup.

Removing multiple devices at once

When removing many devices (especially 10 or more), process them in batches and verify each batch before continuing to the next. Large bulk operations may experience processing delays on the backend.

Still need help?

If you've followed these steps and devices are still not being removed, contact Esper Support. include the Device IDs of the affected devices, whether they were online or offline, and whether a wipe was performed.