User group assignment fails with "Failed to update account" error: resolution steps

Android

Title: Group reassignment fails with "Failed to update account" error — how to fix

When reassigning a user to a different group in the Esper Console, the operation fails immediately with the message: Failed to update [user]'s account try again later.

Why this happens

A bug in the Esper Console caused group reassignment requests to be submitted without a required internal field (target_user_id), which the API rejected. A fix has been deployed to all environments.

Steps to resolve

1. Wait 2–3 minutes before retrying to allow the fix to fully propagate to your environment.
2. Navigate to User Management in the Esper Console and locate the affected user.
3. Select the user to open their account details.
4. Reassign the group by selecting the target group (for example, changing from a scoped group such as "US + C Region (Otter)" to "All Devices") and saving the change.

Verify: A success notification appears immediately after saving, and the user's group field reflects the new assignment when you reload the page.

If this doesn't resolve it

If the error persists after following the steps above, contact Esper Support and include the following information:

• A HAR file captured while reproducing the error (record this using your browser's Developer Tools Network tab, then export the session)
• The affected user's email address and user ID
• The source group name and target group name
• Whether the issue affects all users or only one specific user

Do not attempt to replicate the group change through the Esper API without first confirming the required request parameters with Esper Support, as a malformed request can leave the user account in an inconsistent state.

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.