Troubleshooting “Follow-Me Messaging Has Failed” Error

If the ZOLEO App displays Follow-Me Messaging Has Failed, your dedicated ZOLEO SMS number and email address haven't been connected to the app successfully. This article explains how to restore Follow-Me SMS and Email Messaging and what information to provide if you need assistance.

Understand the Follow-Me Messaging Has Failed Error

Follow-Me SMS and Email Messaging connects your dedicated ZOLEO SMS number and email address to the ZOLEO App. After Follow-Me Messaging is enabled, messages sent to your ZOLEO SMS number or email address are delivered to the app, and your contacts can reply to you.

The Follow-Me Messaging Has Failed error appears when the ZOLEO device connects to the ZOLEO App through Bluetooth, but the Follow-Me request can't be completed. The request must reach ZOLEO through Wi-Fi, mobile data, or the satellite network.

The error can occur when Bluetooth permissions aren't enabled, the linking process is interrupted, or the available internet or satellite connection is weak. Start by linking the ZOLEO device through the app again. Don't pair the ZOLEO device from your phone's Bluetooth settings. Until Follow-Me Messaging is enabled, your dedicated ZOLEO SMS number and email address may not deliver messages to the ZOLEO App as expected.

Relink the ZOLEO Device to Restore Follow-Me Messaging

Relink the ZOLEO device through the ZOLEO App to send another Follow-Me request. Bluetooth must be enabled on your phone or tablet, and the ZOLEO App must have permission to use Bluetooth or nearby devices.

1. Power on the ZOLEO device and confirm that the Power LED is blinking green.
2. Turn on Bluetooth on your phone or tablet.
3. Connect the phone or tablet to a stable Wi-Fi or mobile data network.
4. Open the ZOLEO App and use the Connect option to find your ZOLEO device.
5. Select the IMEI that matches the number on the back of your ZOLEO device.
6. Select Connect and wait for the Follow-Me request to finish.

If Wi-Fi and mobile data aren't available, place the ZOLEO device outdoors, face up, with an unobstructed view of the sky. Keep the device stationary while the Follow-Me request is sent through the satellite network. Buildings, walls, dense tree cover, and steep terrain can delay the request.

For the complete linking process, see How To Link Your ZOLEO Device to the ZOLEO App. If the device isn't detected or the Bluetooth connection fails, see Troubleshooting Linking Your Device to Your ZOLEO App.

Check Phone and App Settings for Follow-Me Messaging

If the Follow-Me Messaging error returns after you relink the ZOLEO device, check the software and permissions that support the Bluetooth connection. Complete these checks before using a factory reset or deleting your ZOLEO app account.

• Install any available ZOLEO App update from the App Store or Google Play Store.
• Install any available operating-system update for your phone or tablet.
• On iOS, open the phone's Settings, select ZOLEO, and confirm that Bluetooth access is enabled.
• On Android, open Settings > Apps > ZOLEO > Permissions and allow access to nearby devices. Enable location services if your Android version requires them for Bluetooth scanning.
• Temporarily disable a VPN, firewall, antivirus app, or other security app that may interfere with the connection.
• Restart the phone or tablet and power the ZOLEO device off and back on.

Open the ZOLEO App and attempt the linking process again after completing the applicable checks. If the Follow-Me request still fails, send your ZOLEO App logs before reinstalling the app or completing another advanced step.

Send ZOLEO App Logs and Reinstall the App

Send your ZOLEO App logs before uninstalling the app. The logs may contain information that helps the ZOLEO Customer Experience Team identify why the Follow-Me request failed. You need an internet connection to send the logs and reinstall the app.

1. Open the ZOLEO App.
2. Select Settings (gear) in the bottom navigation menu.
3. Select Help.
4. Select Send Logs to Support and complete the email that opens.

The ZOLEO App Help screen includes the Send Logs to Support option used to email diagnostic logs.

1. After sending the logs, uninstall the ZOLEO App from your phone or tablet.
2. Reinstall the ZOLEO App from the App Store or Google Play Store.
3. Open the app and complete any enrollment or sign-in prompts.
4. Power on the ZOLEO device and attempt to link it again.

Reinstalling the ZOLEO App doesn't cancel the ZOLEO satellite subscription or delete the MyZOLEO account. If Follow-Me Messaging still can't be enabled, use the factory-reset procedure only as a last resort.

Factory Reset the ZOLEO Device as a Last Resort

Use a factory reset only after the other Follow-Me Messaging troubleshooting steps have been unsuccessful. A factory reset removes customized device settings and data stored on the ZOLEO device, including messages waiting to be sent or transferred to the ZOLEO App.

Important: The ZOLEO device must be powered on before you start a factory reset. Attempting a factory reset while the device is off can damage the device.

1. Review How To Factory Reset Your ZOLEO before starting.
2. Power on the ZOLEO device and complete the factory reset.
3. Wait for the reset to finish and for the ZOLEO device to power off.
4. Power on the ZOLEO device again.
5. Open the ZOLEO App and repeat the linking process.

If the ZOLEO device can't remain powered on long enough to complete the reset, don't continue attempting it. Contact the ZOLEO Customer Experience Team for assistance.

Delete the ZOLEO App Account as a Final Advanced Step

Delete the ZOLEO app account only if Follow-Me Messaging still fails after relinking, checking permissions, reinstalling the app, and completing the applicable device troubleshooting. You need internet access and must be able to receive an SMS verification code at your registered mobile number before you continue.

Important: Deleting the ZOLEO app account deletes all messages associated with the app account. It doesn't delete the account owner's MyZOLEO account or cancel the ZOLEO satellite subscription.

1. Before deleting the account, go to Settings > Help > Send Logs to Support and send the ZOLEO App logs if you haven't already done so.
2. Select Settings (gear) in the bottom navigation menu.
3. Select My ZOLEO App Account.
4. Select Delete App Account.
5. Select Yes to confirm the deletion.

The ZOLEO App Settings screen shows where to select My ZOLEO App Account.

The My ZOLEO App Account screen includes the Delete App Account option.

The confirmation prompt asks you to confirm that you want to delete the ZOLEO app account.

1. After the account is deleted, uninstall and reinstall the ZOLEO App.
2. Register the app account again and enter the SMS verification code when prompted.
3. Power on the ZOLEO device and attempt to link it again.

For more information about the effects of deleting an app account, see How To Delete Your ZOLEO App Account.

Contact ZOLEO About a Follow-Me Messaging Error

If Follow-Me SMS and Email Messaging still can't be enabled after you complete the applicable troubleshooting, contact the ZOLEO Customer Experience Team. Confirm that you sent your ZOLEO App logs and provide the following information, 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 exact error message and the approximate date and time it appeared, including your time zone
• The troubleshooting steps you completed and the result of each step
• The phone number shown under Settings > My ZOLEO App Account > Phone Number
• The make and model of your phone or tablet
• The operating-system version
• The ZOLEO App version shown under Settings > About the App > App Version
• The device software version shown under Settings > My Connected ZOLEO Device > About My Device

To find your account number and billing address, sign in at myzoleo.com and select My Account. Your account number appears beside Number in the Account Balance card. Your billing address appears under Billing address in the Payment Method card.

Don't include passwords, verification codes, or complete payment-card information in your support request.