Locked-out user cannot access Esper account — factory reset devices via Esper Settings app or Hidden Dock to release MDM enrollment

Android

AndroidiOS

If you've lost access to your Esper account but have Android devices still enrolled under that account, you can release them from mobile device management (MDM) by performing a factory reset directly on each device. This article explains how to reset your devices locally when you can't access the Esper Console.

Before you begin

Warning: A factory reset will erase all data, apps, and configurations on the device. This action is irreversible. Proceed only if you no longer need the data on these devices.

This process is necessary only if you've lost console access to your Esper account. If you can still log into the Esper Console, use the remote wipe option instead by going to Devices & Groups → [Device] → Actions → Wipe.

How to factory reset via Esper Settings app

On the device, open the app drawer and look for Esper Settings.
Tap Esper Settings to open the app.
Navigate to the factory reset option within the app.
Confirm the factory reset. The device will wipe and restart to its out-of-box setup screen.
After the restart, the device will no longer be enrolled in MDM and can be repurposed or re-enrolled under a new Esper account.

How to factory reset via Hidden Dock (if Esper Settings is not visible)

If your device is in kiosk mode or the Esper Settings app is not visible on the home screen, you can access it through the Hidden Dock.

Follow the steps in Accessing Esper Settings from the Hidden Dock to reveal the Esper Settings app.
Once Esper Settings opens, navigate to the factory reset option.
Confirm the factory reset. The device will wipe and restart.
After the restart, the device will no longer be enrolled and can be repurposed or re-enrolled.

If the factory reset doesn't work

Hidden Dock not accessible: Some heavily locked-down devices may not respond to the Hidden Dock gesture. Try a hardware factory reset using your device's physical button combination (typically Power + Volume Down held during boot). The exact method depends on your device model—check your device manufacturer's instructions.
Factory reset option is greyed out or the app crashes: Contact Esper Support with details about your device model and Android version. This may indicate a device-specific issue that requires investigation.
You want to recover your Esper account instead: If you'd prefer to regain access to your Esper account and device records rather than reset the devices, contact Esper Support to explore account recovery options.

After the factory reset

Once the device completes the factory reset and restarts, it will display the out-of-box setup wizard with no MDM enrollment. You can now:

Re-enroll the device into a new or recovered Esper tenant using QR code, Zero-Touch, KME, or ABM provisioning
Use the device independently outside of any MDM system
Repurpose or donate the device

Still need help?

If you're unable to factory reset your device or need further assistance with account recovery, submit a support request and include details about your device model, Android version, and what step you're unable to complete.