AFW (afw#esper) provisioning fails with 'Couldn't find the account' after device wipe: re-provision device

Android

If your device won't re-enroll using Android for Work (AFW) after a remote wipe, and you see the error "Couldn't find the account," follow these steps to resolve the issue. This typically happens when residual device state remains after a remote factory reset.

Before you begin

Make sure your device has completed its initial boot cycle and is showing the standard Android setup screen. Do not attempt Android for Work enrollment yet.

How to re-provision your device

On your device, go to Settings → General Management → Reset → Factory Data Reset (the exact path may vary depending on your device model and Android version).
Confirm the reset and allow your device to fully reboot until you see the setup wizard.
When your device reaches the Google sign-in screen, enter afw#esper in the email field.
Follow the on-screen prompts to complete AFW provisioning and associate your device with your Esper tenant and Blueprint.
Once provisioning completes, verify that your device appears in the Esper Console under Devices & Groups with an Active status and that your assigned Blueprint has been applied.

If Android for Work enrollment still fails

Try these alternatives:

Use QR code provisioning: If your device has a working camera, generate a provisioning QR code from the Esper Console under Provisioning → Provisioning Methods → QR Code, then scan it at the device setup screen. This bypasses the AFW token lookup and may succeed where AFW fails.
Confirm the device serial number: Check that your device's old record has been completely removed from your Esper tenant in Devices & Groups. A lingering device record with the same serial number can block re-enrollment.
Verify Android for Work enrollment status: Go to Company Settings → Android for Work and confirm that your Esper Enterprise Android (managed Google Play) binding is active. If the binding has expired or been disrupted, afw#esper will fail for all devices.

If none of these steps work

Collect the following information before contacting support:

Your device model and serial number
A video recording of the provisioning flow from power-on through the error screen
Whether you've completed the manual factory reset at least twice
Whether QR code provisioning also failed (if your device has a camera)
Whether multiple devices of the same model are affected

If your device lacks a camera, QR code provisioning is not available. Contact Esper Support to explore alternative methods such as Zero-Touch, KME, or manual Esper Agent enrollment.

Still need help?

Submit a support ticket and include the information above. Our team will help you resolve the provisioning issue.