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Troubleshooting Not Receiving Messages with ZOLEO

Carmen
  • Updated

Contents

This article helps you troubleshoot issues when your ZOLEO device isn’t receiving messages. Messages can be delivered to the ZOLEO App or device through different networks and message types:

Choose the section that matches your current connection and follow the steps for the type of message you are experiencing issues with.

Messages Not Received via Wi-Fi or Cellular Data

Quick checks before you start

Troubleshooting Tip:

If you're trying to send or receive a message and your Wi-Fi or cellular connection is weak or unreliable, we recommend turning both Wi-Fi and mobile data off on your smartphone. This forces the ZOLEO device to route messages through satellite, which can:

  • Save battery life, as your device won’t continuously search for a network.
  • Speed up message delivery, especially in areas with poor or fluctuating signal.

App-to-App Messages

  1. Confirm that your contact is using the ZOLEO App and has selected you as an App-to-App contact.
  2. In the ZOLEO App, App-to-App contacts are shown in green. If you’re not shown in green, messages won’t be delivered.
  3. Ask the sender to check that your phone number is saved correctly in their phone contacts.
    • Note: For app-to-app messaging, they need to save and message the phone number you used to register in the ZOLEO App, not your dedicated ZOLEO SMS number.
    • Your phone number should also be saved in the international format in the sender's phone (i.e., +13333333333).
  4. Check if other people can send you app-to-app messages. This will help confirm whether this is a general issue or only specific to this sender.
  5. Uninstall and reinstall the ZOLEO app on both phones. Then, register again for the app account and retest sending and receiving a message.
  6. Test receiving a message using different networks. First, disable WiFi and test cellular, then test cellular and test WiFi.

SMS Messages

  1. Confirm that your ZOLEO device is linked and active.
  2. Ask the sender to verify that the phone number they used is your correct ZOLEO SMS number (found in your MyZOLEO account).
  3. If the number is incorrect, have them update their contact and resend the message.
  4. Uninstall and reinstall your ZOLEO app. Then, link your device again and try to receive an SMS again.
  5. Test with different senders to identify whether the issue lies with this specific sender or it's related to your ZOLEO SMS number. 

Email Messages

  1. Confirm that your ZOLEO device is linked and active.
  2. Ask the sender to verify your ZOLEO email address from your MyZOLEO account.
  3. Make sure there are no spaces before the address and only one email is entered.
  4. If needed, have the sender update their contacts and resend the message.
  5. Uninstall and reinstall your ZOLEO app. Then, link your device again and try to receive an SMS again.
  6. Test with different senders to identify whether the issue lies with this specific sender or it's related to your ZOLEO email address. 

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Messages Not Received via Satellite

Step 1: Check Signal and Device Connection

  1. Ensure your ZOLEO device is active and the IMEI on screen matches your device.
  2. Move outdoors to a clear view of the sky and aim for 3+ bars in the ZOLEO App.

Step 2: Test Message Sending

  1. Disable Wi-Fi and cellular on your phone:
    • iOS:
      • Settings → Cellular → Turn off cellular
      • Settings → Wi-Fi → Turn off Wi-Fi
    • Android:
      • Settings → Connections → Data Usage → Turn off mobile data
      • Settings → Connections → Turn off Wi-Fi
  2. While outdoors, try sending a test message through the ZOLEO App.
  3. Check for checkmarks:
    • One check = sent
    • Two checks = received (App-to-App only)
  4. If sending fails:
    • Restart the device
    • Move to a new outdoor area
    • Try again

Step 3: Check the Message Type and Source

If you’re still not receiving messages, identify how the message was sent:

App-to-App

  • Confirm the sender is using your correct phone number registered in your ZOLEO App. 
  • Ask if they received an error when sending.
  • Confirm if this issue happens with all, some, or one message(s).
  • Have different senders test to identify whether the issue lies with the sender or your device/app.

SMS

  • Ask the sender to verify your ZOLEO SMS number.
  • Ensure international numbers include a “+” and country code.
  • Confirm if it’s affecting all or some messages.
  • Have different senders test to identify whether the issue lies with the sender or your device/app.

Email

  • Ask the sender to verify your ZOLEO email address.
  • Check for errors like extra spaces or incorrect spelling.
  • Confirm if you’ve ever received emails from this address before.
  • Have different senders test to identify whether the issue lies with the sender or your device/app.

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Still Not Receiving Messages? Try This

Before proceeding, please send your ZOLEO App logs to Support: ZOLEO App → Settings → Help → Send Logs to Support.

Then, follow these steps:

  1. Open the app: Settings → My ZOLEO App Account → Delete App Account.
  2. Uninstall and reinstall the ZOLEO App
  3. Re-link your ZOLEO device to the app
  4. Test again.

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Contact Support

If you’re still having trouble, please contact our Technical Support Team with the following:

  • 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. 
  • Your ZOLEO App version: ZOLEO App → Settings → About the App.
  • Your ZOLEO device firmware version: ZOLEO App → Settings → My Connected ZOLEO Device.
  • Your phone's make and model.
  • Your phone’s operating system (OS) version.
  • Details about the issue:
    • Message type (App, SMS, Email).
    • Sender’s contact information.
    • Time and date of failed messages (include time zone).
    • What steps you’ve already tried.
    • Any error messages or screenshots, if available.

We’re here to help you stay connected—no matter where you are.

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