Secondhand Android device locked in Esper kiosk/MDM: no self-service release path exists — only the owning tenant can deprovision

Android

If you've acquired a secondhand Android device that's locked in kiosk mode and enrolled in another organization's Esper tenant, you'll need to contact the original organization to have it deprovisioned. Esper cannot release devices without authorization from the owning tenant. This article explains your options.

Understand why the device is locked

When an Android device is enrolled in Esper, the Esper Esper Agent (Esper Agent) agent is installed with Device Owner or Profile Owner privileges. This gives it system-level control that persists even after power cycles and standard resets. Only the organization that enrolled the device in their Esper tenant can remove it. Esper Support cannot override this enrollment without authorization from the owning organization — doing so would be a security violation.

How to identify the owning organization

1. Power on the device.
2. Look for any organization name, tenant branding, or URL displayed on the kiosk lock screen or launcher.
3. Note any text, logos, or contact information visible on the device.

This information will help you identify and contact the original organization.

How to request device deprovisioning

1. Contact the organization you identified in the previous steps. Provide them with the device serial number (found in Settings → About Device on the device itself, or on a physical label on the device).
2. Request that they log into their Esper Console and deprovision the device.
3. Ask them to navigate to Devices & Groups → [Device Name] → Actions → Remove Device (or Wipe + Remove if they want to erase data first).

Once deprovisioned, the device will exit kiosk mode and can be set up as a fresh Android device.

If the original organization cannot help

If the owning organization no longer has access to their Esper account (such as a deactivated account or expired subscription), they must first regain console access by contacting their Esper Support representative. Only authenticated account holders can request changes to enrolled devices.

If the owning organization cannot or will not assist, Esper cannot compel them to release the device. In this case, you may need to pursue resolution through the original point of sale or legal channels depending on your jurisdiction.

If you suspect theft or fraud

If you believe the device was transferred to you fraudulently or stolen, contact your local law enforcement. This situation is outside Esper Support's scope.

Still need help?

If you've attempted to contact the original organization and they've confirmed they cannot locate your device record or recover their Esper account access, submit a support ticket. include the device serial number and any organization name or branding you observed on the device.