Removing a Yealink Phone from a Third-Party Provisioning Server (RPS)

Written By Axel Molist Cordina

Last updated 2 months ago

What is happening?

When you attempt to provision a Yealink desk phone or cordless handset to the We UC platform, you may see a message indicating that the phone is already registered to an external Remote Provisioning Server (RPS). This means the phone's MAC address is currently linked to another provider's provisioning server, which prevents We UC from taking control of the device.

This is a common situation when using phones that were previously configured by another telecoms provider, purchased second-hand, or sourced from a reseller that pre-registered the devices.

Until the phone is released from the existing RPS, it cannot be provisioned to your We UC account.

What you will need

Before starting, gather the following details from your Yealink phone. Both can be found on the sticker on the underside or rear of the device:

  • MAC Address - a 12-character alphanumeric code, typically formatted as XX:XX:XX:XX:XX:XX

  • Serial Number (S/N) - printed alongside the MAC address on the device label

Step 1 - Contact the original owner or seller

The quickest way to resolve this is to contact the party that originally owned or supplied the phone. This could be the previous telecoms provider, the reseller you purchased it from, or the business that previously used the device.

Ask them to log in to their Yealink RPS account and remove your phone's MAC address from their provisioning server. Once they have done this, the phone will be free for us to register it to the We UC platform.

If the original owner is able to remove the device, no further steps are required. Simply let us know once this has been completed and we will provision the phone to your account.

Step 2 - Request removal directly from Yealink

If the original owner is unable to help, for example if they are uncontactable, no longer in business, or unaware that the phone was registered to an RPS, you can request the removal directly from Yealink.

Yealink provides a dedicated MAC Removal tool for exactly this purpose. Follow the steps below:

a) Visit the Yealink MAC Removal page and register for an account to create a ticket:

https://ticket.yealink.com/portal/mac-removal

b) Enter the MAC address and serial number of the phone you need released.

c) You may be asked to provide a photograph of the device showing the MAC address label. This is so Yealink can verify that you are in physical possession of the phone.

d) Submit the request. If you do not already have a Yealink ticket account, you will be prompted to create one. Registration is free.

e) Yealink will review your request and remove the MAC address from the existing RPS. Based on standard processing times, this typically takes anywhere from a few hours up to 48 hours.

f) Once Yealink has confirmed the removal, let us know and we will provision the phone to the We UC platform.

Alternative: raise a general support ticket with Yealink

If you encounter any issues with the MAC Removal tool, you can also visit https://ticket.yealink.com and submit a ticket under "A Quick Question" or "RPS MAC Removal". In your ticket, clearly state:

  • That you need the phone's MAC address removed from a third-party RPS

  • The MAC address and serial number of each device

  • A photo of the device label as proof of possession

What happens next?

Once the phone has been successfully released from the third-party RPS, contact the We UC support team. We will then register the phone's MAC address to the We UC provisioning server so that the device can be configured for your account.

After registration, simply factory reset your phone by holding the OK button for approximately 10 seconds. The phone will reboot, contact the We UC provisioning server, and configure itself automatically.

Frequently asked questions

Can We UC remove the phone from the third-party RPS on your behalf? No. Only the RPS account holder or Yealink themselves can release a device from an existing provisioning server. We do not have access to or control over third-party RPS accounts.

Does a factory reset remove the phone from the third-party RPS? No. A factory reset restores the phone's local settings to their defaults, but the MAC address remains registered on the third-party's RPS in the cloud. The phone will continue to reach out to that external server on every boot until the MAC address is formally removed.

How long does a Yealink MAC removal request take? Yealink typically processes removal requests within 48 hours, though many are completed sooner.

Is there a limit to how many devices I can request removal for? Yealink allows up to 20 device removals per account per day. If you have a larger number of phones to release, removals can be submitted across multiple days.

I do not know who the previous owner is. Can I still get the phone released? Yes. You do not need to know or contact the previous owner if you go directly through Yealink using the MAC Removal tool. Proof of physical possession of the device is sufficient.

Need help?

If you have any questions or need assistance at any point during this process, please contact the We UC support team and we will be happy to guide you through it.