Autopilot device deregistration into the issue

Delete the device from Intune first, then delete its Windows Autopilot registration; if it belongs to another tenant or does not appear in your tenant, the organization, OEM, or CSP that registered it must remove it or open the appropriate Microsoft support request.

Deregister through Intune

An Intune administrator should perform these steps in order:

1. Sign in to the Microsoft Intune admin center.
2. Go to Devices → Windows.
3. Open the device, record its serial number, and select Delete → Yes.
4. Go to Devices → Windows → Enrollment → Windows Autopilot → Devices.
5. Search for the recorded serial number and select the device.
6. Open the … menu and select Unassign user, if that option is available.
7. Select Delete → Yes.
8. Select Sync, then periodically select Refresh until the record disappears.

The order is important because skipping cleanup steps can leave orphaned or unrecoverable records. Do not manually delete the Microsoft Entra device object for a Microsoft Entra joined device. For a hybrid-joined device, delete the corresponding computer object from on-premises Active Directory after Autopilot deregistration so it is not synchronized back.^1^

Contact the correct support channel

The route depends on who registered the device:

• Intune administrator: In the Intune admin center, select Help and support and create a support request. This is the documented support entry point for Intune/Autopilot administrators.^2^
• End user without tenant administration access: Contact the former organization’s IT administrator or the seller, reseller, OEM, or CSP. Microsoft identifies those parties as the support route for end users.^2^
• Device registered by an OEM or CSP: That partner must remove it through Microsoft Partner Center. Partner support includes online chat through the Partner Support page.^3^
• General Microsoft support: Open Microsoft Support, describe the Autopilot deregistration problem, and select Get help. Depending on the account, product, and support entitlement, the available contact method may include chat.^4^

If the Autopilot record is not visible in your Intune tenant, collect:

• The device CSV/hardware-hash file, if available.
• The original invoice or bill of sale showing the company name and the device serial number or another unique device identifier.
• Autopilot diagnostic logs generated from an elevated Command Prompt:

Mdmdiagnosticstool.exe -area Autopilot -cab C:\out.cab

Attach these to the Intune service request. Microsoft requires proof of ownership before Support can remove a device record in this situation; screenshots of ownership documents are not accepted.^5^

Do not post serial numbers, service tags, tenant identifiers, invoices, or support case numbers publicly; provide them only within the secured support request.

References

1. Windows Autopilot registration overview
2. Windows Autopilot support information
3. Partner Support Options | Microsoft Support
4. Contact Microsoft customer support | Microsoft Support
5. Error 806 or 808 when you import Windows Autopilot device CSV files in Intune