Device stuck in Esper MDM after tenant deletion — hard factory reset is the only recovery path

Android

If your Esper tenant has been deleted and your device remains enrolled in management, you may not be able to remove management or perform a standard factory reset through the Esper Console. This article explains your options for recovering access to your device.

Before you begin

This situation occurs when:

Your Esper tenant has been permanently deleted
You don't have access to the Esper Settings admin password
Your device is still managed by Esper and locked in managed mode
You cannot access the Esper Console to issue remote commands

If your tenant still exists and you can access the Esper Console, you have other options available. Check your tenant URL first to confirm.

How to confirm your tenant is deleted

Try to navigate to your Esper Console URL (for example, https://<tenantname>.esper.cloud)
If you see an error message or "not found" page, your tenant has been deleted
If you can log in, your tenant still exists — contact Esper Support for assistance with other recovery options

Option 1: Factory reset through Esper Settings (if you know the admin password)

If you still have the admin password that was set when the device was enrolled, you can perform a factory reset directly on the device.

On your device, open the Esper Settings app
Navigate to Admin Mode
Enter the admin password
Select Factory Reset
Confirm the action

After the reset completes, your device will restart with no Esper management.

Option 2: Access Esper Settings from the Hidden Dock

If the Esper Settings app is not visible on your device's home screen, it may be accessible through the Hidden Dock.

Follow the steps in Accessing Esper Settings from the Hidden Dock
Once you access Esper Settings, navigate to Admin Mode
Enter the admin password and select Factory Reset

This method still requires you to know the admin password.

Option 3: Hard factory reset using device hardware buttons (if you don't have the admin password)

If you don't know the admin password and your tenant has been deleted, a hard factory reset using your device's physical buttons is the only way to regain access. This bypasses the Esper management layer entirely.

Power off your device completely
Hold the button combination for your device's recovery mode:
- Most devices: Power + Volume Down
- Some devices: Power + Volume Up
- Consult your device manufacturer's documentation if you're unsure
When the recovery menu appears, select Wipe data / Factory reset (exact wording varies by device)
Confirm the action and wait for the reset to complete
Select Reboot system now

After the device reboots, it will start the standard Android setup wizard with no Esper management present.

If you're unsure about your device's button combination

Contact your device manufacturer's support team or check their documentation for your specific device model. They can provide the exact hardware reset procedure for your device.

Troubleshooting: Recovery mode is locked or protected

Some enterprise or ruggedized devices have additional security that may prevent a standard hardware reset:

Factory Reset Protection (FRP) is active: After the reset completes, you will need to sign in with the Google account that was previously set up on the device
Recovery partition is password-protected: Contact your device manufacturer, as this protection is outside Esper's control
Your tenant may not actually be deleted: If you need verification or assistance, contact Esper Support

Still need help?

If you've tried these steps and still can't recover your device, or if you need verification that your tenant has been deleted, submit a support ticket and our team will assist you.