Troubleshooting SOS or Check-In Contacts Entry During Activation

When activating or reactivating your ZOLEO device, you are required to enter two SOS contacts and one Check-In contact. This article explains how to enter these contacts correctly and what to do if you’re running into errors.

Contact Requirements

During first-time activation:

• You must enter two different SOS contacts.
  • • Each contact must have a unique name, phone number, and email address.
    • You cannot reuse the same phone number or email for multiple contacts.
• Your Check-In contact can be:
  • • One of your previously entered SOS contacts, or
    • A different person altogether.

After activation, you can always add more Check-In contacts. See Managing Check-In & SOS Contacts for more information.

Common Issue: Reusing a Contact

If you try to manually enter the same name, phone number, and email address again—for example, using an SOS contact as your Check-In contact—the system may reject it. This happens because the information was already saved when you first entered the SOS contact, and ZOLEO sees the re-entry as a duplicate.

How to Fix It

If you want to use one of your SOS contacts as your Check-In contact:

1. Do not type all the contact details (name, phone number, and email).
2. In the Check-In contact box, start typing the first few letters of the contact’s name.
3. Select the correct contact from the autofill suggestion that appears.
   1. • This tells the system to link to the existing contact instead of creating a duplicate.

Reactivating a Device? 

If you're reactivating a previously used ZOLEO device:

• The SOS and Check-In contacts from your last activation are already saved in your account.
• Start typing the name of the contact, and you’ll see it appear as an autofill option.
• Select the name to reuse the saved contact.

If you need to change a contact’s email or phone number, wait until after activation. You can update their details by going to Check-In & SOS Contacts in the app or portal. See How to Edit Your Check-In & SOS Contacts for more guidance.