Tenant access lost after billing transition: restore by migrating to SS billing

Android

If you've lost access to your Esper tenant after a billing transition or change in your reseller relationship, you can restore access by migrating your tenant to Esper's direct billing model. This article explains how to regain console access without losing device management capability.

Before you begin

Your tenant access is typically blocked when your Esper tenant was originally provisioned under a third-party reseller or managed service provider (MSP) account. When that provider's billing relationship with Esper ends or is suspended, all tenants under that billing account—including yours—become inaccessible.

This situation often occurs when:

You're switching from one MDM provider to another
Your reseller's contract with Esper is being terminated
Your reseller's billing account is suspended or deactivated

How to restore access by migrating to direct billing

To regain access to your tenant, you'll need to migrate it from your reseller's billing account to Esper's direct self-serve billing model. This requires coordination with Esper Support and, if possible, your outgoing reseller.

Confirm your affected tenant URL. Note the exact tenant URL you can no longer access (for example, nfuek.esper.cloud) and the email address associated with your user account.
Contact your reseller (if applicable). If you're switching away from a reseller or MSP, notify them of the billing transition and request their consent or acknowledgment. This helps prevent unauthorized account transfers and ensures a smooth handoff.
Submit a support request to Esper. Contact Esper Support and provide:
- Your tenant URL
- Your user email address
- Confirmation that your reseller or MSP has been notified (if applicable)
- A brief explanation that you need your tenant migrated to direct billing
Wait for the billing migration to complete. Esper's billing team will migrate your tenant from reseller billing to direct self-serve billing and confirm when the process is complete. This typically takes 1–2 business days.
Log in to your tenant. Once migration is confirmed, attempt to log in to your tenant console using your email address and password. You should now have full access to view, edit, and manage your devices.

If you still can't log in after migration

If you're still unable to access your tenant after the billing migration is complete, check the following:

Verify your user account exists. If you have access via another admin account, check Company Settings → Users to confirm your user email is provisioned and has not been removed.
Confirm your password. Try resetting your password using the login page's password recovery option.
Check your email domain. Ensure you're using the correct email address associated with your Esper tenant.

If none of these steps resolve the issue, contact Esper Support with your tenant URL and the steps you've already tried.

Important: Device management during transitions

During a billing transition or access outage, your devices remain enrolled and managed by Esper. However, keep the following in mind:

Devices in kiosk or single-application mode may be unrecoverable. If your devices are locked in kiosk or single-app mode and you transition to a new MDM provider before regaining full access, they may become difficult to reset without physical ADB access or a factory reset. Before any major service change, ensure your devices are in multi-application mode via a Blueprint deployment.
No devices are factory reset during billing migration. Your device enrollment and configuration remain intact throughout this process.

Still need help?

If you're unable to restore access after following these steps, or if you have questions about your specific billing situation, submit a support request. Include your tenant URL, user email, and a description of what you've already tried. The Esper Support team will assist you in regaining access to your account.