Second-hand device locked to Esper: contact original owner or tenant for removal

Android

Title: Second-hand device locked to Esper — how to get it released

When you purchase a second-hand Android device that was previously managed by another organization, the device remains locked in Esper's managed mode and cannot be set up or used normally until the original managing organization removes it from their account.

Why this happens

When an organization enrolls a device into Esper, the Esper Agent takes over device management at a system level. That enrollment persists through ownership changes because it is tied to the original organization's Esper Console account, not to the physical device itself. Only the authenticated account holder who enrolled the device can authorize its removal.

Steps to get the device released

1. Gather identifying information from the device. Before contacting anyone, collect the following — you will need these details at every step:
   • Device serial number (found in Settings → About Phone)
   • IMEI number (dial *#06# or find it in Settings → About Phone)
   • Any organization name or tenant name visible on the lock screen or in Settings
2. Contact the seller or previous owner directly. The original managing organization is the only party who can release the device. Ask them to log in to their Esper Console and navigate to Devices & Groups → [Device Name] → Actions, then select Remove Device or Wipe & Remove. Once they complete this, the device exits managed mode automatically.
3. If the seller is unresponsive, contact the marketplace. If you purchased through a platform such as eBay or Facebook Marketplace, contact the platform's buyer support. Provide your transaction details and explain the device is still enrolled in a third-party MDM. Many platforms have buyer protection processes for exactly this situation.
4. Contact Esper Support if you cannot identify the previous owner. If you have the device serial number or IMEI but cannot identify or reach the managing organization, submit a support ticket with those details. Esper can attempt to identify the managing organization and contact them on your behalf. Esper cannot perform the removal itself — only the original account holder can authorize that action.

Factory Reset Protection is a separate issue

If the device is also stuck on a Google account verification screen after a factory reset, that is Factory Reset Protection (FRP) — a Google security feature independent of Esper. FRP requires the original Google account credentials to bypass. Refer to the Google Account Help page on Factory Reset Protection for guidance on that issue.

Verify: Once the original organization completes the removal in their Esper Console, the device exits managed mode within a few minutes. You will be able to proceed through the standard Android setup screen without any MDM enrollment prompts.

If this doesn't resolve it

If the previous owner has confirmed they removed the device but it is still showing as managed, or if you are unable to identify the managing organization at all, contact Esper Support and include:

• Device serial number
• IMEI number
• Any organization name visible on the device
• Proof of purchase or transaction record

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.