Tenant access blocked after reseller billing change — restore via direct billing

Android

When a reseller or managed service provider (MSP) that provisioned your Esper tenant loses, ends, or suspends their billing relationship with Esper, all tenants under that billing account become inaccessible — including yours.

Why this happens

Esper tenants provisioned through a reseller or MSP are tied to that partner's billing account, not directly to your organization. When the partner's billing account is suspended or terminated — whether because you are switching providers, the reseller's contract has ended, or their account is deactivated — access to every tenant under that account is blocked at the billing layer. Your devices remain enrolled and managed without interruption; only console access is affected.

Steps to restore access

1. Note your tenant URL and account email. Record the exact URL you can no longer access (for example, yourcompany.esper.cloud) and the email address associated with your Esper user account. You will need both when contacting support.
2. Notify your outgoing reseller or MSP (if applicable). Inform them that you are migrating to direct billing and request written acknowledgment or consent. Esper requires confirmation that the reseller is aware of the transfer to prevent unauthorized account moves and ensure a clean handoff.
3. Contact Esper Support to request a direct billing migration. Reach out via support.esper.io and include the following:
   • Your tenant URL
   • Your user account email address
   • Confirmation that your reseller has been notified (or a note that no reseller is involved)
   • A brief statement that you need your tenant migrated to Esper direct self-serve billing
4. Wait for migration confirmation. Esper's billing team will move your tenant from the reseller billing account to direct billing and notify you when complete. This process typically takes one to two business days.
5. Log in to the Esper Console. Navigate to your tenant URL and sign in with your existing email address and password. Your devices, groups, Blueprints, and configuration history will be intact.

Verify: After logging in, open Devices & Groups and confirm your devices are listed and show their last-known status. Console access and device management should be fully restored immediately upon successful login.

If this doesn't resolve it

If you cannot log in after receiving migration confirmation, check the following before recontacting support:

• User account removed: If a secondary admin account exists, sign in with that account and go to Company Settings → Users to confirm your email address is still provisioned and active.
• Password issue: Use the Forgot Password link on the login page to reset your credentials.
• Wrong email address: Confirm you are using the exact email address originally registered to the tenant — not an alias or alternate address.

If none of the above resolves the issue, contact Esper Support and include your tenant URL, your account email, the date migration was confirmed, and a description of the error or behavior you are seeing when attempting to log in.

Still need help?

If you're still unable to regain tenant access after switching from reseller to direct billing, submit a support ticket and include your tenant name, the date of the billing change, and confirmation that you've completed the direct billing setup.