Lost console access with managed devices still enrolled: recover account or factory reset to remove MDM

Android

Title: Lost Esper Console access with enrolled devices — recover access or remove MDM

When you lose access to your Esper Console account, devices that were enrolled under your account remain under active MDM management and cannot be fully released without either recovering your console access or performing a verified device wipe.

Why this happens

Esper enrolls Android devices as Device Owner, the highest privilege level available on Android. This enrollment is written at the system level and survives standard hardware factory resets on most devices running Android 7.0 and later. Only a console-initiated removal or an OEM-level wipe can fully clear Device Owner status — which means recovering your Esper Console access is almost always the fastest and most reliable path.

Option 1: Recover your Esper Console access (recommended)

1. Navigate to your Esper Console login page. Your console URL follows the format https://[your-console-name].esper.cloud — check your original onboarding email or account setup documentation if you are unsure of the name.
2. Click Forgot Password on the login page, enter the email address associated with your Esper account, and follow the password reset link sent to that address.
3. If you no longer have access to the registered email address, contact Esper Support and provide the following so ownership can be verified:
   • Your full name and company name
   • All email addresses that may have been used for the account
   • Serial number(s) of one or more enrolled devices — find these on the device label or under Settings → About Device
   • Proof of purchase or billing records, if available
4. Once identity is verified, Esper Support will restore console access or provision a linked account for you.

Option 2: Remove devices after regaining console access

1. Sign in to your Esper Console.
2. Go to Devices & Groups → [Device Name] → Actions → Remove Device.
3. Choose the removal method that fits your situation:
   • Wipe + Remove — performs a factory reset and unenrolls the device in a single operation. Use this option unless you specifically need to preserve data on the device.
   • Remove Only — removes the device from Esper management without an explicit wipe command. Note that on Device Owner enrollments, most Android builds will still trigger a wipe automatically when Device Owner status is cleared.
4. Confirm the action. The device will reboot and should launch the standard Android Setup Wizard with no Esper lock screen or management profile present.

Verify: The device should no longer appear in your Devices & Groups list within a few minutes of removal. On the device itself, confirm the Android Setup Wizard appears on reboot and that no Esper Agent management screen is present.

Option 3: Hardware factory reset (last resort, limited effectiveness)

If console access cannot be recovered quickly and you need the device operational immediately, a hardware reset can be attempted. Understand its limitations before proceeding.

1. Power off the device completely.
2. Enter Recovery Mode by holding the appropriate key combination for your device manufacturer — commonly Power + Volume Down, though this varies. Consult your device manufacturer's documentation for the exact sequence.
3. Navigate to Wipe data / Factory reset and confirm.

Important: On Device Owner enrollments, a hardware reset alone may not remove Esper management. The device may re-lock or attempt to re-enroll after rebooting. If this occurs, recovering console access and using Option 2 is the only reliable resolution.

If this doesn't resolve it

If the device re-locks after a hardware reset, the password reset email does not arrive, or Esper Support cannot verify ownership with the information available, gather the following before contacting support:

• Device make, model, and serial number
• Any email addresses or company names associated with the Esper account
• Screenshots of any lock screen or management screen the device displays after reset
• Proof of purchase or billing records for the Esper subscription

Contact Esper Support with this information. The more ownership evidence provided, the faster the verification process.

Still need help?

If you're unable to recover your account or complete a factory reset on your managed devices, submit a support ticket and include your device serial numbers, enrollment status, and which recovery method you've already attempted.