Device appears missing from console: Group Admin visibility restrictions explained

Android

If you're a Group Admin and can't see a device in the Esper Console even though you know it's enrolled, the device may be assigned to a group you don't have access to. This article explains how to resolve that issue.

Understanding Group Admin visibility

Group Admins in Esper have scoped access — you can only see devices that belong to groups you're a member of. This is different from Enterprise Admins, who have visibility across all groups and devices in your organization.

If a device is assigned to a group you haven't been added to, that device won't appear in your device list, even if it's fully enrolled and active.

How to verify the device exists

First, confirm the device is actually enrolled in your organization:

Ask an Enterprise Admin to log into the Esper Console.
Go to Devices & Groups → All Devices.
Search for your device ID (the serial number or Device ID visible in the Esper Console).
If the device appears in the Enterprise Admin's view, it's enrolled. If it doesn't appear, the device may have been deleted, factory reset, or unenrolled.

How to fix missing device visibility

If the device exists in the Esper Console but you can't see it, you need to be added to the group it belongs to. Follow these steps:

Have an Enterprise Admin navigate to Devices & Groups → Device Details for your device.
Note which group the device is assigned to (for example: "Healthcare Managers" or "Sales Team").
Have the Enterprise Admin go to Company Settings → Users and find your user account.
In your user details, check which groups you're currently assigned to.
If you're not assigned to the group containing the device, have the Enterprise Admin add you: Go to Company Settings → Groups → [Group Name] → Members, then click Add User and select your account.
Refresh your browser or log out and log back into the Esper Console.
Go to Devices & Groups and verify the device now appears in your device list.

If the device still doesn't appear

If you've been added to the correct group but still can't see the device, verify the following:

Confirm your user role is set to Group Admin and not a custom restricted role.
Ask the Enterprise Admin to confirm the group assignment was saved successfully by checking Company Settings → Groups → [Group Name] → Members.
Clear your browser cache and try logging in again.

If none of these steps resolve the issue, contact Esper Support and provide the following information:

Your device ID
Your user email address
The name of the group the device is assigned to

Still need help?

If you're unable to resolve this issue, submit a support ticket. Our support team can help verify your group assignments and device visibility.