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Troubleshooting ZOLEO Password Reset

Carmen Cascales
Updated

This article explains how to reset your MyZOLEO password, resolve login and verification-code issues, identify the correct MyZOLEO login email, and change your account email or password when you can sign in.

Reset Your MyZOLEO Password

Reset a forgotten MyZOLEO password from the MyZOLEO website. You can't reset your MyZOLEO account password in the ZOLEO app.

Request a MyZOLEO Password Reset

  1. Open MyZOLEO.com in a web browser on your computer or mobile device.
  2. Select Forgot your password? below the Sign in button.
  3. Enter the personal or work email address used for your MyZOLEO account. Don't enter the ZOLEO device email address ending in @zoleo.com.
  4. Select Continue.

Image: The MyZOLEO sign-in page shows a green arrow pointing to the Forgot your password? link below the Sign in button.

Enter the MyZOLEO Verification Code

  1. Check your email for a message from ZOLEO containing a six-digit verification code.
  2. Keep the verification page open while waiting for the code. If you close or leave the page, you may need to restart the password reset.
  3. Enter the six-digit code in the Enter code field, then select Continue.
  4. If the code doesn't arrive after five minutes, select Resend code once and check your inbox again.
  5. Follow the on-screen instructions to create and confirm your new password.

Image: The MyZOLEO verification page shows green arrows pointing to the six-digit code field and the Resend code button.

Resolve a MyZOLEO Verification Code Email That Has Not Arrived

If the verification code for your MyZOLEO password reset hasn't arrived, check the email address and your mailbox before requesting another code.

  1. Check your spam, junk, and promotions folders. Some email providers may place the ZOLEO verification message outside your primary inbox.
  2. Wait up to five minutes after requesting the code. Email delivery may not be immediate.
  3. Confirm that you entered the personal or work email address used to create your MyZOLEO account. Don't use an address ending in @zoleo.com.
  4. If more than five minutes have passed, select Resend code once. Use the most recently received code.
  5. If you use a work email address, ask your organization's IT team to confirm that its email security system isn't blocking messages from ZOLEO.

If the verification email still doesn't arrive, contact the ZOLEO Customer Experience Team. The team can help confirm which email address is associated with your MyZOLEO account.

Resolve a MyZOLEO Verification Code That Doesn't Work

If MyZOLEO doesn't accept the verification code or the password reset doesn't finish, first confirm that you are using the most recently received code.

  1. Delete the complete code from the Enter code field and type the most recent six-digit code again.
  2. If you requested another code, don't use an earlier code from a previous email.
  3. Refresh the page and enter the most recent code again. If the page no longer displays the code field, restart the password-reset request from MyZOLEO.com.
  4. If the confirmation page doesn't update after you submit the new password, open the MyZOLEO sign-in page in a new tab and try signing in with the new password.
  5. Check whether your browser's autofill feature is entering an older password. Type the new password manually.

If MyZOLEO continues to reject the code or password, take a screenshot of the exact error before trying the browser troubleshooting steps in this article.

Use the Correct Email Address for MyZOLEO

Your MyZOLEO login email is the personal or work email address associated with your account. It is different from the email address assigned to your ZOLEO device.

  • MyZOLEO login email: Use this personal or work email address to sign in to MyZOLEO and receive account notices, billing information, and verification codes.
  • ZOLEO device email: The address ending in @zoleo.com is used for device messaging. You can't use it to sign in to MyZOLEO or request a password reset.

If you aren't sure which personal or work email address is associated with your MyZOLEO account, check which inbox receives ZOLEO invoices, billing notices, order confirmations, or plan-change messages. If you still can't identify the address, contact the ZOLEO Customer Experience Team.

Change the Email Address on Your MyZOLEO Account

If you can sign in to MyZOLEO, change the personal or work email address associated with your account from Account Settings. This process doesn't change the ZOLEO device email address ending in @zoleo.com.

  1. Sign in at MyZOLEO.com.
  2. Select My Account in the top navigation menu.
  3. Find the Account Settings section, then select Edit account at the bottom of the section.
  4. Delete the current address from the required Email field and enter the new personal or work email address. Don't enter the new address in the optional Secondary email field.
  5. Select Save changes.

Image: The MyZOLEO Account Settings screen shows green arrows pointing to Edit account, the primary Email field, and Save changes.

Use the updated personal or work email address the next time you sign in or request a password reset. If MyZOLEO doesn't save the new address, confirm that the Email field contains a complete, valid address and try again.

Change Your MyZOLEO Password When You Can Sign In

If you know your current MyZOLEO password and can access your account, change the password from Account Settings instead of using the password-reset flow.

  1. Sign in at MyZOLEO.com.
  2. Select My Account in the top navigation menu.
  3. Find the Account Settings section, then select Edit account.
  4. Select Change beside the masked Password field.
  5. Follow the on-screen instructions to enter and confirm the new password.
  6. Select Save changes.

If MyZOLEO doesn't accept the new password, follow any requirements displayed beside the password fields. Also confirm that browser autofill hasn't entered an older password before saving the changes.

Resolve MyZOLEO Browser or Device Problems

If the MyZOLEO sign-in or password-reset page doesn't load, respond, or save your changes, test the website in a clean browser session.

  1. Open MyZOLEO in the current version of Google Chrome. If you're using a Mac, you can also try the current version of Safari.
  2. Temporarily disable browser extensions that may affect forms, including ad blockers, pop-up blockers, security extensions, and virtual private networks (VPNs).
  3. Open an Incognito or Private Browsing window and try the same action again.
  4. Clear the browser cache, reopen MyZOLEO, and enter the information again.
  5. Try a different supported browser or device if the problem continues.
  6. Open the current sign-in page directly from MyZOLEO.com instead of using an older bookmark.

Before refreshing, clearing the cache, or changing devices, take a screenshot of any error message so you can provide the exact wording to ZOLEO support.

Contact ZOLEO About a MyZOLEO Login or Password Issue

If you still can't sign in, receive a verification code, reset your password, or save an account email change, contact the ZOLEO Customer Experience Team. Have the following information ready, if available:

  • The personal or work email address you believe is associated with MyZOLEO
  • Your ZOLEO device's 15-digit IMEI, found on the back of the device or on its original packaging
  • The exact error message
  • A screenshot showing the error
  • The browser and device used
  • The approximate date and time the problem occurred

Don't include your password, verification code, or complete payment information in the support request.

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