How To Locate a Lost or Stolen ZOLEO

This article covers the steps to take if you’ve misplaced or lost your ZOLEO device. 

In this article:

• Find a Nearby ZOLEO Device Using the ZOLEO App
• Request the Current Location Using ZOLEO Track
• What to Do If Your ZOLEO Is Lost or Stolen
• Request the Last Known Location from ZOLEO Support
• Blocking a Lost or Stolen ZOLEO
• Replace a Lost or Stolen ZOLEO Device

Find a Nearby ZOLEO Device Using the ZOLEO App

Use Find My Device if your ZOLEO device is powered on, linked to the ZOLEO App, and within Bluetooth range (up to 50 m / 164 ft).

This feature makes the ZOLEO device ring and flash its LEDs so you can find it nearby. It does not provide the device's GPS location.

To find your ZOLEO device:

1. Open the ZOLEO App connected to your device.
2. Go to Settings (gear icon at the bottom right corner).
3. Select My Connected ZOLEO Device.
4. Choose Find My Device.

Your ZOLEO device will:

• Ring for approximately 10 seconds.
• Flash pink LEDs.
• Continue responding each time you select Find My Device.

If your ZOLEO device is powered off, no longer connected to the app, or outside Bluetooth range, use ZOLEO Track or contact ZOLEO Support instead.

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Request the Current Location Using ZOLEO Track

You can also request your ZOLEO device's current location using the Locate feature in ZOLEO Track.

Locate sends a request to the selected ZOLEO device to report its current location. When the device responds, the latest location appears on the map and in the activity panel as a Location update.

Locate is available only if:

• Your ZOLEO device is activated.
• Your device has an active Location Share+ add-on.
• The ZOLEO device is connected to the ZOLEO App.
• The device is powered on.
• The device has cellular or satellite coverage.

To use Locate:

1. Open ZOLEO Track.
2. Select your ZOLEO device.
3. Select the Locate button.
4. Wait for the device to report its current location.

When the device responds, its latest location appears on the map and in the activity panel.

For a complete guide to the Locate feature, including eligibility requirements and troubleshooting, see How To Locate a ZOLEO Device in ZOLEO Track.

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What to Do If Your ZOLEO Is Lost or Stolen

If you're unable to locate your ZOLEO device using the ZOLEO App or ZOLEO Track, contact ZOLEO Support before deactivating your device.

Keep your lost or stolen ZOLEO device active while you attempt to locate or replace it. Devices on an active paid plan, including Pause, are eligible for the self-service device replacement process. A deactivated device cannot be replaced using this process.

Keeping the device active allows:

• ZOLEO Support to retrieve its last known location when one is available.
• You to transfer the plan and account information to a replacement ZOLEO device.

Contact ZOLEO Support before deactivating the device if you need help locating or blocking it. Please go to our Contact Us page to reach out to our Customer Care team. 

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Request the Last Known Location from ZOLEO Support

If your ZOLEO is on an active plan (legacy or new, and Pause), ZOLEO Support may be able to provide its last reported location.

Because a ZOLEO device does not continuously report its location, the last known location is available only if the device previously reported one through activities such as:

• Weather requests
• Check-in locations
• Location Share+ locations
• Pins from messages with location data
• SOS locations

To request this information, please reach out via our Contact Us page.

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Blocking a Lost or Stolen ZOLEO

To prevent a lost or stolen ZOLEO from being used by someone else, you can request that the device be blocked. Here’s what you need to know:

• The device must be deactivated, either by you or by a ZOLEO Support team member, after a replacement device is activated.
• You will need to verify your ZOLEO account by providing your account information. We will request the account number, IMEI, billing address, and the last 4 digits and expiry date of the card on file. 

To request a block on your device, please visit our Contact Us page.

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Replace a Lost or Stolen ZOLEO Device

If your ZOLEO device has been lost or stolen, you can purchase a replacement from an authorized retailer.

If the lost or stolen device has an active paid plan, including Pause, use MyZOLEO to transfer its subscription and account information to the replacement device:

1. Log in to your account at MyZOLEO.com.
2. Select Devices & Plans.
3. Locate the lost or stolen device and select Manage.
4. Select Device Settings.
5. Scroll to Change Device, then select Change.
6. Enter the IMEI and Serial Number (S/N) of the replacement ZOLEO device.
7. Select Change to complete the replacement.

The plan, ZOLEO SMS number, ZOLEO email address, contacts, Safety Add-Ons, and billing history will transfer to the replacement device. The old device will be deactivated after the replacement device is activated.

If the lost or stolen device has already been deactivated, it isn’t eligible for the device replacement process. Activate the replacement by following How To Activate More ZOLEO Devices.

How to buy a replacement:

To find retail locations and online stores where you can purchase a ZOLEO replacement, please visit the following link: Where to Buy.

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