Expired trial tenant blocks new tenant creation: verify status and request email disassociation

Android

When a trial period expires, the Esper Console prevents you from registering a new tenant using the same email address, leaving you unable to get started with a paid account.

Why this happens

When a trial tenant is decommissioned, the email address used to create it remains linked to that expired tenant in Esper's backend. The Console treats the address as already registered, blocking new tenant creation until that association is manually removed by Esper Support.

Before you begin

Expired trial tenants are fully decommissioned. All data, device enrollments, Blueprints, and configurations are permanently deleted and cannot be recovered. Any devices that were enrolled in the expired trial tenant are orphaned and must be factory reset before they can be enrolled in a new tenant.

Steps

1. Confirm your trial tenant has expired

1. Navigate to your trial tenant URL — for example, https://your-tenant.esper.cloud. If the page does not load or returns a DNS_PROBE_POSSIBLE error, the tenant has been decommissioned.
2. Attempt to sign in at https://tenant.esper.io/login using your trial credentials. If the Console returns an error such as enter a valid endpoint name, this confirms the trial has expired and the tenant no longer exists.

2. Request email disassociation from Esper Support

1. Locate your trial tenant name — this is the subdomain from your original trial URL (for example, your-tenant from your-tenant.esper.cloud). You will need this to identify the correct expired record.
2. Submit a support request at https://help.esper.io/hc/en-us/requests/new and include:
   • Your email address
   • Your expired trial tenant name
   • A brief description: you are blocked from creating a new tenant due to the expired trial association
3. Wait for Esper Support to confirm the disassociation is complete. Once removed, the email address is free to register a new tenant.

3. Create your new tenant

1. Navigate to https://esper.io and follow the sign-up flow to create a new tenant, or contact the Esper Sales team to set up a paid tenant directly.

4. Re-enroll devices from your expired trial

1. Physically access each device that was enrolled in the expired trial tenant. These devices cannot be managed or wiped remotely because the tenant no longer exists.
2. Perform a factory reset on each device to remove all previous enrollment data. The exact reset path varies by device model, but is typically found under Settings → General Management → Reset → Factory Data Reset.
3. Re-enroll each device into your new tenant using your preferred provisioning method in the Esper Console.

Verify: After disassociation is confirmed by Esper Support, you should be able to complete new tenant registration without encountering the blocked email error. Device re-enrollment is successful when each device appears under Devices & Groups in the new tenant's Esper Console with a status of Active.

If this doesn't resolve it

If you receive the same error after Esper Support has confirmed the disassociation, or if you are unsure of your original trial tenant name, submit a new support request at https://help.esper.io/hc/en-us/requests/new and include:

• The email address you are attempting to register
• Any tenant names or subdomains you may have used during trial sign-up
• A screenshot of the error message shown during new tenant creation