Device remains MDM-locked after tenant account deletion or loss of access: factory reset blocked by Device Owner policy

Android

If your device remains locked by Esper after your tenant account is deleted or becomes inaccessible, you can perform a factory reset using hardware key combinations. This article explains how to remove MDM management from a device when remote unenrollment is not possible.

Understand why your device is locked

When a device is provisioned as a Device Owner managed device under Esper, the Esper agent gains system-level control over your device. Even after the device record is removed from the Esper Console, the agent remains installed on the device itself if it was offline or the tenant became inaccessible. This prevents you from:

Installing, updating, or removing apps
Performing a factory reset through Settings
Making system changes outside of MDM management

The only supported way to remove MDM management when your Esper tenant is inaccessible is a hardware-level factory reset that bypasses the Android operating system's reset flow.

Before you begin

Performing a hardware factory reset will erase all data on your device. Back up any important information before proceeding.

How to perform a hardware factory reset

Power off your device completely.
Boot into Android Recovery Mode by holding the hardware key combination for your device model simultaneously until the recovery menu appears. Common combinations include:
- Volume Up + Power
- Volume Down + Power
The correct combination varies by manufacturer. If you are unsure, check your device manufacturer's documentation.
From the recovery menu, use the volume keys to navigate to Wipe data / Factory reset.
Press the power button to select it.
Confirm the wipe when prompted.

Verify the reset was successful

After the device reboots, it should display Android's initial setup wizard with no Esper agent present. Confirm by navigating to Settings → General Management → Reset. If this option is now accessible without error, the MDM lock has been removed.

If the hardware reset is also blocked

In rare cases, some device manufacturers lock recovery mode when a Device Owner is active. If you cannot access recovery mode, contact Esper Support with the following information:

Device serial number
Device model and manufacturer
Any tenant information visible in Esper Settings → About

The support team can attempt to locate your tenant by device serial number and push a remote wipe command if your device is online and reachable.

If you have console access

If you still have access to your Esper Console and your device is online, you can remove MDM management remotely:

Navigate to Devices & Groups → [Device Name] → Actions → Wipe + Remove.
Confirm the action.

Still need help?

If you are unable to remove MDM management using these methods, submit a support ticket with your device serial number, model, and manufacturer. The Esper Support team can assist with additional recovery options.