Third-party MDM enrollment lock: device owner cannot remove Esper management without enrolling organization's authorization

Android

If you have physical possession of an Android device but cannot use it because it's enrolled in another organization's Esper account, this article explains why and what steps to take.

Understanding device enrollment locks

When a device is enrolled in Esper as a managed device, the Esper management agent is granted Device Owner privileges at the Android system level. This is a security feature that prevents unauthorized removal of management controls. Only the organization that originally enrolled the device can unenroll it or authorize its release — Esper Support cannot override this protection, and neither can the device manufacturer.

This applies even if you:

Have physical possession of the device
Claim legal ownership of the hardware
Are a former employee
Purchased the device second-hand

Before you begin

Verify which organization enrolled the device. The Esper Console shows the enrolling organization's account. Common scenarios include:

An employer that enrolled devices for staff
A service provider (delivery platform, staffing company) that distributed devices to workers
A reseller or logistics company

How to get the device released

The enrolling organization is the only party that can authorize device release. Follow these steps:

Contact the organization that enrolled the device. Explain that you have possession of the device and need it released from their Esper management account. Provide them with the device serial number or IMEI.
Request written authorization. Ask the organization to either:
- Unenroll the device themselves by accessing their Esper Console and navigating to Devices & Groups → [Device Name] → Remove Device, or
- Provide written authorization to Esper Support instructing them to release the device
If the organization provides authorization, they can submit a release request to Esper Support with account verification. Esper will then unenroll the device.
Verify the device is released. Once unenrolled, the device should no longer display the Esper management lock screen or enforcement messages.

If the enrolling organization is unresponsive

If you cannot contact the organization or they refuse to release the device:

Check if the organization still exists. Search online for current contact information. If the company has dissolved or abandoned its Esper account, this is a special case.
Request OEM support. Contact the device manufacturer (Lenovo, Samsung, etc.). They may be able to provide guidance on warranty service or repair options, though they typically require authorization from the MDM administrator.
Contact Esper Support. If the enrolling organization is genuinely unreachable and the device was obtained legally, submit a support ticket with details of your situation. Include proof of ownership or purchase if available.

What Esper Support cannot do

Esper Support cannot:

Unilaterally remove a device from another organization's Esper account without written authorization from that organization
Override device owner locks for security or liability reasons
Release a device based solely on your claim of ownership
Contact the enrolling organization and pressure them to release the device

Still need help?

If you have exhausted all options to contact the enrolling organization or have additional questions, contact Esper Support. When you submit a ticket, include:

The device serial number or IMEI
Proof that you have legal possession of the device
Documentation of your attempts to contact the enrolling organization
Any error messages or lock screen messages shown on the device