Billing reconciliation: Device Report vs. invoice count discrepancy

Android

Title: Invoice device count doesn't match Device Report — how to reconcile

When comparing your Esper Console Device Report to your invoice, the device counts will often differ. This is expected behavior, not a billing error.

Why this happens

The Device Report in the Esper Console shows a live snapshot of your devices at the moment you run it — it is not scoped to a billing period and includes all device states, some of which may not be billable under your contract. Your invoice is calculated from a separate, period-specific billing report generated by Esper's Accounts Receivable team using a different data source. The two will rarely match, especially when devices are added, removed, or change state mid-cycle.

How to reconcile your invoice

1. Request the billing reconciliation report for the invoiced period. Contact your Esper Account Manager and ask for the billing reconciliation report that corresponds to the specific invoice in question. This report is generated by Esper's Accounts Receivable team and shows the exact device count used to calculate your invoice. It is the only authoritative source for billing reconciliation — the Device Report in Reports → Device Report is not suitable for this purpose.
2. Compare the Accounts Receivable report against your invoice line item. Once you receive the billing reconciliation report, check that the device count matches the billable device count on your invoice. These two figures should be identical.
3. If you cannot reach your Account Manager, contact Esper Support. Submit a support request and reference billing reconciliation in your message. The support team will connect you with your Account Manager and the Accounts Receivable team.
4. If you believe the billable device count is wrong — for example, if you think deprovisioned devices were incorrectly included — raise this with your Account Manager. They will review your contract terms to confirm which device states are billable during the invoiced period.

Verify: The billing reconciliation report supplied by the Accounts Receivable team and your invoice line item should show identical device counts. If they match, the reconciliation is complete.

If this doesn't resolve it

If the billing reconciliation report and your invoice still do not align after review, submit a support request and include the following:

• Your invoice number
• The invoice date range
• The billing reconciliation report provided by the Accounts Receivable team
• A clear description of which figures do not match and by how much

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.