Tenant access blocked with "You do not have access to this tenant" error: caused by reseller non-payment / account suspension

Android

If you see the error message "You do not have access to this tenant" when trying to log in to the Esper Console, your tenant access may have been suspended due to unpaid invoices. This article explains why this happens and how to restore access.

Understanding the access block

This error occurs when your Esper tenant is provisioned through a reseller or channel partner, and that reseller has outstanding unpaid invoices with Esper. When invoices remain unpaid beyond a certain period, Esper's account management team suspends the tenant at the platform level, blocking all console access and device management operations.

If you work with a reseller, you may not have a direct billing relationship with Esper. This means your reseller is responsible for paying Esper directly, and payment issues on their end affect your access.

How to restore access

Verify your reseller relationship. Confirm whether your Esper tenant is provisioned through a reseller or channel partner. If you're unsure, contact your Esper account representative.
Contact your reseller. Reach out to your reseller's account team and inform them that your tenant access has been suspended. Ask them to check for any outstanding invoices or payment issues with Esper.
Work with your reseller to settle the balance. Your reseller will need to resolve any unpaid invoices with Esper. Once payment is made or a payment plan is arranged, Esper's account management team will be notified.
Wait for reactivation. After the reseller resolves the payment issue with Esper, your account management team will reactivate your tenant. You should receive confirmation once access is restored.

If your reseller is unresponsive

If your reseller is not responding or you cannot resolve the payment issue through them, contact Esper Support. Include the following information in your ticket:

Your tenant name
Your reseller's name
The number of devices affected
When you first noticed the access block

Esper's account management team can work with you and your reseller to resolve the underlying payment issue.

Important notes

The error message "You do not have access to this tenant" can appear for other reasons besides billing suspension, such as user permission issues or incorrect tenant URLs. If you believe the access block is not related to reseller payments, contact Esper Support to investigate further.

Still need help?

If you're unable to restore access or need assistance, submit a support ticket. Provide your tenant name, reseller information, and details about the access issue.