Third-party MDM lock on decommissioned Alfi rideshare tablet: device cannot be released remotely by Esper Support

Android

If you've acquired a device that's locked by a third-party MDM service called "Esperanza Device Management Service," you may not be able to release it through Esper. This article explains why and what you can do instead.

Understanding the issue

Your device is enrolled in Esperanza Device Management Service, which is a separate MDM product unrelated to Esper. The device displays an "Esperanza" screen on startup and remains locked at the Android system level. Because this device was never enrolled in Esper's platform, Esper Support cannot remotely release or disenroll it.

You can confirm this by checking whether the Esper Settings app is installed on your device. If it's not present, the device is not managed by Esper.

Before you begin

Contact the original device owner or operator (for example, the Alfi rideshare fleet) directly. They are responsible for releasing the device from Esperanza MDM before transferring or reselling it. Provide them with your device's serial number and IMEI to expedite the process.

How to release the device locally

If you cannot reach the original operator, you can attempt a factory reset using one of these methods:

Option 1: Factory reset via Android Settings

1. On your device, open Settings.
2. Navigate to System > Reset Options.
3. Tap Erase all data (Factory Reset).
4. Confirm and wait for the reset to complete.

Note: If the MDM policy blocks access to Settings, this method will not work.

Option 2: Factory reset via recovery mode

1. Power off the device completely.
2. Boot into recovery mode by holding Volume Up + Power simultaneously until the recovery menu appears.
3. Use the volume keys to navigate to Wipe data / Factory reset.
4. Press the power button to confirm.
5. Wait for the reset to complete and the device to reboot.

What to do if the device re-enrolls after reset

If your device automatically re-enrolls into Esperanza MDM after the factory reset, it is registered in a Zero-Touch Enrollment (ZTE) or mobile enrollment portal (such as Knox Mobile Enrollment for Samsung devices or Lenovo Mobile Enrollment for Lenovo devices). A local factory reset alone cannot release the device in this case.

The original device operator must remove your device's serial number or IMEI from their enrollment portal before you can use it freely. Contact the original operator and provide this information.

If the original operator is unavailable, you can contact the device manufacturer (for example, Lenovo or Samsung) with proof of purchase and ask them to remove the device from any manufacturer-side enrollment programs.

Verify the reset was successful

After the factory reset completes, your device should boot directly to the standard Android setup wizard. You should no longer see the Alfi splash screen or any "Esperanza Device Management Service" prompt. If you see these screens again, the device is still enrolled in the MDM system.

Still need help?

If you've completed these steps and the device remains locked, or if you cannot reach the original device operator, contact Esper Support. provide your device's serial number and a description of the issue. Keep in mind that Esper Support cannot directly release devices managed by third-party MDM services, but we can help guide you toward the correct resolution.