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nihad-bdo
nihad-bdo
New Member
April 9, 2026
Question

Onboarding of a device into Google Zero Touch - Supplier issue

  • April 9, 2026
  • 2 replies
  • 80 views

Hello Community,

I hope you’re all doing well.

Our company is using Google Zero‑Touch in combination with Microsoft Intune for managing Android Enterprise devices.

One of our suppliers has informed us that they are unable to add a device we previously purchased from them to our Zero‑Touch portal. They can only add devices from new or future orders. They suggested that we contact Android Zero‑Touch support regarding this issue.

This seems unusual, as other suppliers have been able to add devices from past orders without any problems.

Has anyone experienced this before, or can offer guidance?

Thank you,
Nihad

2 replies

nihad-bdo
nihad-bdoAuthor
New Member
April 13, 2026

Bumping up for an update

Lizzie
LizzieCommunity Manager
Community Manager
April 13, 2026

Thanks for the bump ​@nihad-bdo. 

 

Just to check did you purchase your devices from Android Enterprise device reseller? Your reseller should be able to contact our AE partner team directly if they are experiencing difficulties uploading devices. Has your supplier provided you a reason why those devices can’t be added? Perhaps there is another factor at play here. 

 

Thank you,

Lizzie

Welcome to the Community everyone!
nihad-bdo
nihad-bdoAuthor
New Member
April 13, 2026

Hi ​@Lizzie ,

Correct, we have purchased devices from a android enterprise device reseller

Our supplier told us that we would have to engage with AZT supporr rather than themselves. 

Their reasoning simply was: All future orders for mobiles and tablets will be automatically enrolled. They don’t have access to manually enrol or remove enrolment. 

The case here is that we purchased a device from themselves a while back (circa 1 year old) 

 

Thanks,

Nihad

Moombas
Moombas
Level 4.4: KitKat
April 13, 2026

Sorry to say but this really sounds like internal decline of the reseller.

We just had to add devices manually by the reseller as they seem to accidently skipped a box to scan to be added before shipping and now have to do it afterwards.

This should go for every device purchased by a reseller and if it’s the same reseller, even better. So, i would escalate this to them as an automation is fine but they are never held back to do some manual enrollment if needed. They just need to login to their console and add them manually instead of using their internal automation tools.

And if they decline to do so, they would be a candidate for being (personally) blacklisted to not buy devices anymore from them as this can always happen.

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