Troubleshooting SMS Verification Code in ZOLEO App

To use the ZOLEO App, you’ll need to create a free app account using your name and mobile phone number. As part of the signup process, the app will send you an SMS verification code to confirm your number.

This article walks you through troubleshooting if the code doesn’t arrive or if you’re receiving an error during this step.

Before You Begin

• The phone number you enter must be a valid mobile number capable of receiving SMS messages.
• Do not use your ZOLEO device number (the dedicated ZOLEO SMS number assigned during activation). Use your personal mobile number.

Step-by-Step Troubleshooting

Step 1: Check the Number Format

• After selecting your country, you only need to enter your local number.
• Do not include the country code, plus sign (+), dashes, or spaces.

Example: If you’re in the U.S. and your number is +1 (555) 123-4567, enter it as: 5551234567.

Step 2: Confirm You Are Using a Valid Mobile Number

• Ensure you're using a mobile number that can receive SMS. Landlines and ZOLEO SMS numbers won't work. 
• If in doubt, try sending a test text from another phone to confirm the number is reachable.

Step 3: Reinstall the App

• If you’ve confirmed the number is correct and still haven’t received the code:
  • 1. Uninstall the ZOLEO App.
    2. Reinstall it from the App Store or Google Play Store.
    3. Open the app and try again.

Step 4: Re-Opt Into SMS Messages

• If you've previously opted out of SMS from ZOLEO’s provider, you won’t receive the verification code.
• To opt back in:
  • 1. Open your messaging app.
    2. Text START to +1 647-363-7799.
    3. Wait for a confirmation message.
    4. Try the ZOLEO app registration again.

Step 5: You May Be Temporarily Locked Out

• If you request the code too many times, the system may temporarily block further attempts.
• Wait 60 minutes and try again after completing the above steps.

If the Issue Persists

If you still cannot receive the SMS verification code or are seeing an error message in the app, please contact our ZOLEO Customer Experience Team.

Verification codes expire after two hours, so we recommend contacting us using Live Chat or calling during our Live Support Hours (available in the link above).

When contacting support, please provide:

• Your ZOLEO device’s IMEI number (found on the back of the device or on the original box)
• The phone number you are trying to use to create your ZOLEO App account
• The make and model of your smartphone or tablet (we might need this for escalations)
• The operating system (OS) version (we might need this for escalations)
• A screenshot of the error message, if possible
• A summary of the steps you’ve already tried from this article

Once you’ve gathered this information, please reach out to us, and we’ll be happy to help you complete your account setup.