Tenant access blocked with "you don't have access to this tenant" after payment suspension: re-invite user via admin console to restore access

Android

If you're unable to access your Esper tenant after your account was suspended due to unpaid invoices, you can restore access by re-inviting your user account to the tenant. This article walks you through the process.

Before you begin

Before you attempt to restore access, confirm with your billing or account manager that all outstanding invoices have been paid and your suspension has been lifted. This step is critical—if your tenant is still scheduled for deletion, re-inviting users will not help. Contact your account team immediately if you're unsure about your payment status.

Step 1: Remove the stale user entry

Log in to the Esper Console with an admin or super-admin account.
Navigate to Account Settings → Users.
Check whether a user entry exists for the email address that lost access. If it does, remove it.

Step 2: Re-invite the user to the tenant

From Account Settings → Users, select Invite User.
Enter the email address you need to restore access for.
Select the appropriate role (for example, Admin or Viewer).
Send the invitation.

Step 3: Accept the invitation in an incognito window

Because the user already has an Esper account, the standard invitation link may not work correctly in a normal browser session. Follow these steps instead:

Check your email for the invitation link from Esper.
Open a new incognito or private browsing window in your browser.
Copy and paste the invitation link into the address bar.
Complete the password setup or account confirmation flow when prompted.
Your browser should automatically redirect to your tenant upon completion.

Step 4: Verify access

Log in to the Esper Console using your email and password.
Confirm that you can see your tenant, devices, and groups.

Troubleshooting

You see "you already have an account with us — try logging in instead" when clicking the invitation link:

This is normal. Make sure you're following Step 3 exactly—use an incognito or private browsing window, not a regular browser session.

You can log in but still don't see devices or groups:

Check that you were re-invited with the correct role. Navigate to Account Settings → Users, find your user entry, and verify the assigned role matches what you need.

Access is still blocked after re-invitation:

If your payment status has been confirmed as resolved and re-invitation didn't work, contact Esper Support and provide your tenant name and email address. Our team will inspect your tenant state directly.

Still need help?

If you've followed these steps and still can't access your tenant, submit a support ticket. Include your tenant name and the email address affected so our team can assist you quickly.