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Troubleshooting ZOLEO Messages Not Sending

Carmen
  • Updated

This article provides step-by-step troubleshooting if you are unable to send messages through the ZOLEO App, whether by SMS, email, or app-to-app. Follow the steps below to identify and resolve the issue. 

Step-by-Step Troubleshooting

Step 1: Confirm Your ZOLEO Subscription

Make sure that your ZOLEO device is fully active and not in the process of being activated or in suspension. 

  1. Go to MyZOLEO.com and log in to your account. 
  2. Navigate to Devices & Plans.
  3. To confirm your device is active, you should have an assigned SMS number and, under "Plan Information," one of the active plans should appear.
      • If you have just activated your device, please wait until you receive a confirmation email stating that your device has been activated before trying to link your device and send a message.
  4. You will also see under "Other Details", in the box Device Status, it should say "Active".
  5. If your device is suspended or inactive, you'll need to reactivate or restart it.

Step 2: Update Your App and Device

  1. On your smartphone, open the App Store or Google Play Store and search for ZOLEO.
  2. If there's an update available for the ZOLEO App, please install it.
  3. Open the ZOLEO App and connect to your ZOLEO device.
  4. Go to the App's Settings > My Connected ZOLEO Device > About My Device > Click on Device Software Update. 
  5. If prompted to update, tap on Yes and complete the update. 

Once you have completed your updates, link your ZOLEO device to your app again and re-attempt to send a message.

Step 3: Confirm Message Type

To better understand what's going on and where the issue may be, please check the type of message you're trying to send:

  • Green messages mean you're using app-to-app messaging (from ZOLEO App to ZOLEO App).
     
  • Blue messages mean you're using SMS or email.
     

If you're messages are green (app-to-app):

  • Please make sure the person you're messaging still has the ZOLEO app installed and is signed in. 
    • If they previously had the ZOLEO App but they deleted it or logged out, the app still recognises they have a ZOLEO App account and will route the messages as such.
    • If you wish to continue using app-to-app messages, the recipient will need to reinstall the app and log back in. 
  • If they no longer have the app, they won't receive your messages, and you will need to switch to SMS messaging to be able to send them messages.
    • To switch to SMS, long-press the Send button from the chat with the recipient and confirm you wish to change to SMS. 
    • You can repeat these steps if you wish to switch back to app-to-app.

If the messages are blue (SMS or email):

  • For SMS:
    • Double-check that you’ve entered the correct phone number, including the country code if needed.
    • Ask the recipient to ensure their phone can receive SMS and is not blocking unknown numbers.
    • Ask the recipient to save your ZOLEO number as a contact to avoid spam filtering, especially on Android.
    • Ask the recipient to send "START" to +1-647-363-7799 in case they previously opted out of messages from similar services. 
    • Have the recipient send a message to your ZOLEO number and reply to them to re-establish the message channel. 
  • For email:
    • Double-check that you've entered the correct email address.
    • Have the recipient check their spam and junk folders for your email message. If it ended up there, they will need to mark your emails as not spam. 

Step 4: Check Which Network Is Affected

The ZOLEO device will route your messages to the lowest-cost network available between WiFi, cellular, or satellite. The next step is to determine which network is presenting an issue:

  • WiFi or Cellular: Test sending a message with both networks.
    • Turn off Wi-Fi and send a message using only cellular.
    • Then, turn off cellular and try using only Wi-Fi.
  • Satellite: 
    • Go outside where your device has a clear, unobstructed view of the sky.
    • Disable both WiFi and cellular on your phone.
    • Try sending a message.
      • Tip: To ensure the message does not count towards your allotment, please send Check-in messages, as these are unlimited with any plan. 

If the Issue Persists

If your device still cannot send messages after completing this troubleshooting, get ready to contact our Product Support Team. Before contacting them, it will save you time if you send the following information in your inquiry:

  • Device IMEI number – This 15-digit number (starting with "30") can be found on the back of your ZOLEO device or in the box it came in.
  • Account number and billing address for verification – Log into your MyZOLEO account at myzoleo.com and go to the My Account section. Your account number is displayed in the top-left panel (e.g., "ZU00000"), and your billing address is shown in the lower right, under Billing Address. 
  • A summary of your results from steps 1 to 4.
  • Share with them your app and device's version, confirm which messages are affected, and which network presents the issue. 
  • Advise how often the issue happens – does it happen with every message or only with some of them? Specify which messages. 
  • Confirm which contacts are affected – do you have this issue with all contacts or only with some? Share phone numbers or email addresses if possible.
  • Get screenshots of the issue and share them in your inquiry. If you cannot send them initially with the contact form, once you receive your ticket number, you can reply to the confirmation email attaching the pictures. 

Pro tip: Include your time zone in your inquiry. We log events in UTC, and knowing your time zone helps our team when checking the logs. 

Once you have gathered this information, please reach out to our Technical Support Team, and we'll be happy to assist you with the next steps. 

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