ZOLEO Quick Troubleshooting Guide

I cannot acquire a satellite signal.

• Ensure your ZOLEO communicator is outdoors and free of any obstructions. 
• Ensure you have line of sight to the sky. A satellite passes overhead every 10 minutes so it could take some time.

Messages appear with a red failure icon after trying to send.

• Ensure you have internet or satellite coverage. 
• Ensure the ZOLEO communicator is connected to your ZOLEO App. 
• Press and hold the failed message and select “Retry”.

Check-in messages aren’t delivering to the intended recipient.

• Recipient's contact details may be incorrect. Check the online account.

I'm not receiving my ZOLEO email or SMS messages in my ZOLEO App.

• Your ZOLEO communicator and app might not be linked. 
• If the Weather and SOS tabs are not visible in the ZOLEO App, connect the ZOLEO App and ZOLEO communicator. 
• You may not have internet coverage. If there is no internet coverage, position your ZOLEO communicator for good satellite coverage and connect it with your ZOLEO App. 
• Power saving may be set to 60 minutes, so it could take an hour before you get the message. Try manually checking for messages or changing the power saving setting to check for messages more frequently.

The ZOLEO communicator is on but it is not responding.

• Power your ZOLEO communicator off and back on again. 
• Close the ZOLEO App using the Task Manager on your smartphone and open the app again. 
• Conduct a hardware reset.

A Check-in message failed to send

• Check that your ZOLEO communicator and ZOLEO App within range and clear of obstructions. 
• Step outside with your ZOLEO communicator and ensure it has clear line of sight to the sky. 
• Send another Check-In message

Cannot connect my ZOLEO App to my ZOLEO communicator.

• Power your ZOLEO communicator off and back on again. 
• Close the ZOLEO App using the task manager on your smartphone and open the app again. 
• Check that your ZOLEO communicator and ZOLEO App within range and clear of obstructions. 
• Step outside with your ZOLEO communicator and ensure it has clear line of sight to the sky. 
• Check if your ZOLEO communicator is already connected to another ZOLEO App user, as only one connection is supported at a time

Cannot activate my ZOLEO communicator online as my IMEI has already been activated.

• If you are activating a used or previously owned ZOLEO communicator, the device may still be active under the previous owner’s account. Request they deactivate their subscription online. 
• Contact ZOLEO support to investigate your IMEI.

Cannot get my Bluetooth to connect to the device.

• Power your ZOLEO communicator off and back on again. 
• Close the ZOLEO App using the task manager on your smartphone and open the app again. 
• Turn Bluetooth off and back on again in your smartphone settings. 
• Check if your ZOLEO communicator is already connected to another ZOLEO App user, as only one connection is supported at a time. 
• Conduct a hardware reset.