Device managed by Esper but missing from your Console — factory reset and re-enroll

Android

When a device is managed by Esper but does not appear in your Console, the device is enrolled in a different Esper tenant that you do not have access to. You cannot manage, remote-control, or reassign it from your Console until it is factory reset and re-enrolled under the correct tenant.

Why this happens

Every device enrolled in Esper is bound to a specific tenant. If a reseller, OEM partner, or previous IT owner enrolled the device into a different tenant, it remains bound there even if that tenant has since disabled or abandoned it. A factory reset removes the binding so the device can be enrolled fresh into your tenant.

Step 1: Confirm which tenant the device is enrolled in (optional)

This step is not required to resolve the issue, but it can help you identify the original owner if you need to contact them about Zero-Touch or KME registrations.

Connect the device to your computer and open a terminal.
Run the following command:
```
adb shell dumpsys device_policy
```
Look for a URL containing esper.cloud in the output. The subdomain identifies the tenant the device is currently enrolled in.

Step 2: Factory reset the device

Because the device is bound to a tenant you do not control, it will not respond to remote commands from your Console. A manual hardware factory reset is required.

Power off the device completely.
Boot into recovery mode using the hardware key combination for your device model. On most Android devices this is Power + Volume Down held simultaneously. Consult your device manufacturer's documentation if this combination does not work.
Use the volume keys to navigate to Wipe data / Factory reset.
Press the Power button to confirm the reset.
Allow the device to reboot to its out-of-box setup wizard.

Alternative: Factory reset via ADB

If you cannot access recovery mode — for example, because a kiosk mode lockdown blocks hardware key combinations — and ADB is already authorized on the device, use this command instead:

adb shell am broadcast -a android.intent.action.MASTER_CLEAR

The device will factory reset and reboot automatically. This command requires ADB to already be authorized on the device before the reset is triggered.

Step 3: Re-enroll the device under your tenant

Log in to your Esper Console.
Navigate to Devices & Groups → Provisioning → Add New Device.
Generate a provisioning QR code or select your preferred enrollment method (QR code, Zero-Touch, KME, or ADB).
Follow the on-screen provisioning steps on the device.

Verify: The device should appear in Devices & Groups with a status of Active and the correct serial number under your tenant within a few minutes of completing provisioning.

If the device automatically re-enrolls into the original tenant

If your device was registered in a Zero-Touch or KME program, a factory reset may trigger automatic re-enrollment back into the original tenant. This means the original Zero-Touch or KME configuration must be cleared before the device can be enrolled elsewhere. To resolve this:

Collect the Enterprise ID and Device ID of the original tenant (visible in the ADB output from Step 1).
Contact Esper Support and provide both IDs, along with your own tenant name.
Wait for confirmation that the backend registration has been released before attempting to re-provision the device.

If this doesn't resolve it

If the device does not appear in your Console after re-enrollment, or if you are unable to complete a factory reset, contact Esper Support with the following information:

Device serial number and model
The esper.cloud tenant URL identified in Step 1 (if available)
Your Esper Console tenant name
A description of which reset method you attempted and the result

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.