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Troubleshooting Issues Updating Your Payment Method

Carmen
  • Updated

If you're having issues updating the payment method on your ZOLEO account, this article walks you through a few simple steps that often resolve the issue.

Before You Begin

  • Make sure you're using Google Chrome to access myZOLEO.com. We recommend this browser for the best experience with your account. 
  • Make sure your internet connection is stable. A weak or intermittent connection could interrupt secure payment updates.
  • Confirm that your card isn't expired and is valid. Double-check that billing information (name, postal code, address) exactly matches what's on file. 
  • Turn off browser extensions that may interfere with forms or secure fields, such as ad blockers, pop-up blockers, or script blockers.

Step-by-Step Troubleshooting

Step 1: Log Out and Log Back In

  1. Log out of your MyZOLEO account.
  2. Close your browser window completely. 
  3. Reopen Google Chrome and log back in at myZOLEO.com.
  4. Try updating your payment method again following the steps in How To Update Your Payment Method.

Step 2: Use the Invoices & Payments Section

If updating from the usual Payment Info section doesn't work:

  1. Scroll down to the bottom of the page after logging in.
  2. Locate the Invoices & Payments section.
  3. Click Payment Method and try updating your payment information from there.

Step 3: Allow Time for the Change to Process

  • After updating your payment method, allow 10 to 15 minutes for the change to reflect in your account before retrying or taking further steps.

Step 4: Try Google Chrome in Incognito Mode

  • If you're still having trouble, open a new Incognito window in Chrome:
      • On Windows: Ctrl + Shift + N
      • On Mac: Command + Shift + N
  • Log in to your ZOLEO account and try the update again.

Step 5: Clear Browser Cache and Cookies

Sometimes, browser extensions or stored cookies can interfere with MyZOLEO features.

  1. Open your Chrome settings and clear your cache, cookies, and browsing history.
  2. Close the browser and reopen it.
  3. Try updating your payment method again.

We understand not everyone prefers to clear their browser data. You may skip this step, but please note that doing so may prevent resolution of the issue.

If the Issue Persists

If you've tried all of the above steps and still cannot update your payment method, please contact our ZOLEO Customer Experience Team. Have the following information ready to help us assist you faster:

  • 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 or 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. 
  • We might need the last 4 digits of the card you're trying to update into your account.
  • A summary of the troubleshooting steps you followed and what happened at each step.
  • Any error messages you saw when trying to update your card (include screenshots, if possible).

Once you’ve gathered this information, reach out to us and we’ll be happy to help you update your payment method.

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