Device not appearing in expected group: device silently assigned to a different group in the tenant

Android

If a device you've provisioned is online in your Esper tenant but doesn't appear in the group where you expect it, it may have been assigned to a different group. This article explains how to locate and move the device to the correct group.

Before you begin

To move a device between groups, you need Enterprise Admin privileges (tenant-level admin with access across all groups). If you don't have these permissions, contact your tenant's Enterprise Admin or the provisioning representative (such as a carrier or reseller) to perform the move.

How to locate your device

Log in to the Esper Console.
Navigate to Devices & Groups in the left sidebar.
Use the search bar at the top of the page to search for your device by name or IMEI. This search looks across your entire tenant, not just within a single group.
Review the search results to identify which group your device is currently assigned to.

How to move the device to the correct group

Select the device from the search results to open its detail view.
Click the Move to Group option.
Select the group you want to assign the device to.
Confirm the move.

How to verify the move

Navigate to Devices & Groups → [Your Group Name] to confirm the device now appears in the correct group's device list. You should now be able to assign Blueprints or profiles to it.

Troubleshooting

The device doesn't appear in tenant-wide search: The device may have been provisioned into a different tenant entirely. Verify the tenant name (subdomain or organization name) with your provisioning representative.

The Move to Group option is unavailable: Confirm that your account has Enterprise Admin privileges or sufficient role permissions in the Esper Console.

The device shows as offline or in an unexpected state: Navigate to Devices & Groups → [Device Name] → Overview to check the enrollment status and agent connectivity.

Still need help?

If you've completed these steps and your device is still not appearing in the correct group, contact Esper Support.