If a message remains pending, fails to send, or doesn't reach the recipient, first identify the message type and the network being used. This article explains how to troubleshoot app-to-app, SMS, email, and satellite messages sent from the ZOLEO app.
Confirm That the ZOLEO Plan Is Active
Your ZOLEO plan must be active before the ZOLEO device can send messages by satellite. If you recently activated or resumed the plan, wait for the confirmation email before linking the device or testing a message.
- Sign in at myzoleo.com.
- Select Devices & Plans in the top navigation menu.
- Find the ZOLEO device you want to use and review its status.
- Green: The plan is active.
- Blue: The plan is paused. Follow the steps in How To Resume Your Plan.
- Red: The plan is inactive. Follow the steps in How To Reactivate Your Plan.
- Gray: The device is blocked. Contact the ZOLEO Customer Experience Team for assistance.
If the plan is active, continue with the app and device software checks.
Update the ZOLEO App and Device Software
An available app or device software update may resolve message delivery and connection problems. Complete both checks before testing another message.
- Open the App Store or Google Play Store on your smartphone or tablet.
- Search for ZOLEO and install any available app update.
- Open the ZOLEO app and link your ZOLEO device to the ZOLEO app.
- Install the device software update if the app displays a prompt.
- If no prompt appears, select Settings (gear), then go to My Connected ZOLEO Device > About My Device > Device Software Update.
- Select OK and allow the update to finish without interruption.
The ZOLEO device restarts when the update is complete. Link it to the ZOLEO app again, then send another test message.
Identify the Message Type in the ZOLEO App
The color of a message bubble in the ZOLEO app identifies how the message is addressed. Use the color to select the correct troubleshooting section.
- Green message: App-to-app message sent to another ZOLEO app user
- Blue message: SMS or email message sent outside the ZOLEO app
A green message bubble indicates an app-to-app message.
A blue message bubble indicates an SMS or email message.
If the message is green, troubleshoot app-to-app messaging. If the message is blue, confirm whether the conversation uses a phone number or email address, then follow the SMS or email steps.
Resolve App-to-App Messages Not Sending
App-to-app messages require the recipient to have the ZOLEO app installed and an active app account. If the recipient deleted the app or signed out, ZOLEO may continue routing the conversation as app-to-app messaging.
Ask the recipient to reinstall the ZOLEO app and sign in if they want to continue using app-to-app messaging. Otherwise, switch the conversation to SMS:
- Open the affected conversation in the ZOLEO app.
- Press and hold the green Send icon (paper plane) in the bottom-right corner.
- Select Yes, use SMS when the confirmation window appears.
- Send a new test message.
The ZOLEO app shows green arrows pointing to the Send icon and the Yes, use SMS option.
This change applies only to the current conversation. To switch the conversation back, press and hold the Send icon again and select app-to-app messaging.
Resolve SMS Messages Not Sending
If a blue message is addressed to a phone number, confirm that the number can receive SMS messages. Complete the following checks with the recipient:
- Confirm that the phone number and country code are correct.
- Confirm that the recipient's phone can receive SMS messages.
- Check whether the phone blocks unknown numbers or filters the message as spam.
- Ask the recipient to save your dedicated ZOLEO SMS number as a contact.
- If the recipient previously opted out of ZOLEO SMS messages, ask them to text START to +1 647-363-7799 and wait for a confirmation message.
After completing the checks, send a new SMS from the affected conversation. If messages fail only for one recipient, record the phone number and the approximate time of the test for the ZOLEO Customer Experience Team.
Resolve Email Messages Not Sending
If a blue message is addressed to an email address, confirm that the address is complete and spelled correctly. ZOLEO email messages don't support file attachments, so send a text-only test message.
- Delete and re-enter the recipient's email address.
- Ask the recipient to check the spam and junk folders.
- Ask the recipient to mark the message as not spam if it was filtered.
- Ask the recipient to add your ZOLEO email address to their safe senders or contacts.
Send another text-only email message after completing the checks. If email messages fail for multiple recipients but SMS and app-to-app messages send successfully, include that result in your support request.
Test Wi-Fi, Cellular, and Satellite Messaging
The ZOLEO app routes messages through the lowest-cost available network in this order: Wi-Fi, cellular data, then satellite through the linked ZOLEO device. Test each network separately to identify where the message fails.
- Test cellular data: Turn off Wi-Fi, confirm cellular data is on, and send a short message.
- Test Wi-Fi: Turn Wi-Fi on, turn cellular data off, and send another short message.
- Test satellite: Move outdoors with the ZOLEO device and give it a clear, unobstructed view of the sky.
- Turn off Wi-Fi and cellular data individually. Don't use Airplane Mode, because it may also disable the Bluetooth connection to the ZOLEO device.
- Confirm that the ZOLEO app is linked to the device, then send a short message.
A satellite test message may count toward your plan's message allowance. If the message shows a red exclamation mark, press and hold the failed message and select Resend. Record which networks worked and which network failed.
Contact ZOLEO About Messages Not Sending
If messages still don't send after you complete the applicable steps, send your ZOLEO app logs and contact the ZOLEO Customer Experience Team.
- In the ZOLEO app, go to Settings > Help > Send Logs to Support.
- Note the approximate date and time of the failed message, including your time zone.
- Contact the ZOLEO Customer Experience Team and confirm that you sent the app logs.
Include the following information in your support request, if available:
- Your device's 15-digit IMEI, found on the back of the ZOLEO device or on its original packaging
- Your MyZOLEO account number and billing address
- The ZOLEO app version and device software version
- Your phone's make, model, and operating-system version
- The affected message type: app-to-app, SMS, email, or satellite
- The networks you tested and the result of each test
- Whether the problem affects every contact or only specific contacts
- The approximate date and time of the failure, including your time zone
- A screenshot of the failed or pending message and its status icon
To find your account number and billing address, sign in at myzoleo.com and select My Account.
Don't include passwords, verification codes, or complete payment-card information in your support request.
Comments
0 comments
Article is closed for comments.