Orphaned app entry cannot be removed after app is delisted from Google Play Store: requires backend removal by Cloud Engineering

Android

If you approved an app through Managed Google Play and the app was later delisted from the Google Play Store, you may find an orphaned app entry in your Esper Console that you cannot remove through the standard workflow. This article explains how to resolve this issue.

Before you begin

Confirm the following conditions:

The app is no longer available on the Google Play Store. Search for the package name at https://play.google.com/store/apps/details?id=<package_name> — you should receive a 404 or "item not found" response.
The orphaned app entry is visible in your Esper Console under Apps → Install Applications.
There is no remove, delete, or unapprove option available in the Esper Console UI for this app.

How to remove an orphaned app entry

Because the app no longer exists in the Play Store, Esper Support must remove the orphaned entry directly from the backend. Follow these steps:

Gather the following information:
- Your tenant or environment name
- The full package name of the app (for example, com.microsoft.rdc.androidx)
- A screenshot of the orphaned entry in your console
Contact Esper Support and provide the information above. Confirm that the app has been delisted from the Google Play Store.
Esper Support will remove the orphaned app entry from the backend on your behalf.
After support notifies you that the removal is complete, reload the Apps → Install Applications page in your console and verify that the entry is no longer present.

If the entry is still visible after removal

Browser cache: Perform a hard refresh of the Esper Console (Ctrl+Shift+R on Windows or Cmd+Shift+R on Mac) and check again. The entry may still appear due to cached data in your browser.
Multiple orphaned entries: If you have multiple orphaned app entries, provide all package names to Esper Support in a single request. This helps minimize response time.

What to expect

Backend removal of orphaned app entries typically takes 1–3 business days, depending on support queue volume. You will not be able to remove the orphaned entry yourself through the Esper Console. Do not attempt to revoke the app through Google Play Managed Console without confirming with Esper Support first, as this could affect your device policies.

Still need help?

If the orphaned app entry persists after troubleshooting, or if you have questions about this process, submit a support ticket. Include a screenshot of the orphaned entry and confirm that you have already performed a hard browser refresh.