Second-hand device locked to Esper MDM: Esper cannot remove it — direct user to original owner/tenant

Android

If you purchased a second-hand Android device and it's locked to Esper (mobile device management) from a previous owner, you'll need to contact the original managing organization to have it removed. Esper cannot remove devices from another organization's account. This article explains your options.

Before you begin

Gather any information you have about the device or its previous owner:

Device serial number
IMEI number
Organization name visible on the lock screen or in device settings
Any correspondence with the device seller

Step 1: Contact the seller or previous owner

The original organization that managed the device must remove it from their Esper account. Ask the seller or previous owner to:

Log into their Esper Console
Go to Devices & Groups
Select your device by name
Click Actions and choose Remove Device (or Wipe & Remove)

Once they complete this, the device will exit managed mode and you'll be able to use it normally.

Step 2: If you can't identify the previous owner

If you don't know who managed the device, try these options:

Contact the marketplace seller — If you purchased through eBay, Facebook Marketplace, or similar sites, reach out to the seller and ask them to identify or contact the previous owner. You may also be able to file a buyer protection claim.
Check the lock screen — Look for an organization name or tenant ID displayed on the device lock screen or in Settings. If you find this information, you can search for the organization's contact details online.
Contact Esper Support — If you can provide the device serial number or IMEI, we may be able to help identify the managing organization and reach out to them on your behalf, though we cannot perform the removal ourselves.

Why Esper can't remove the device directly

Esper cannot remove a device from another organization's account without verification of ownership. This protects the security and privacy of all Esper customers. Only the authenticated account holder — the original organization that enrolled the device — can authorize its removal.

About Factory Reset Protection

You may also encounter Factory Reset Protection (FRP), which is a Google security feature separate from Esper. If you're locked out of the setup screen, this is an Android account-level issue. You can learn more about FRP on the Google Account support page.

Still need help?

If you have the device serial number, IMEI, or organization information and would like Esper Support to attempt to identify and contact the previous owner, submit a support ticket and include those details.