Troubleshooting ZOLEO.com Email Address Entry in Activation

During ZOLEO device activation, you will choose a unique ZOLEO email address ending in @zoleo.com. This address allows you to send and receive email messages through the ZOLEO app. This article explains what to enter in the ZOLEO email address field and how to resolve common entry errors.

Enter the ZOLEO Email Address Name During Activation

In the ZOLEO email address field, enter only the name you want to appear before @zoleo.com. MyZOLEO adds the @zoleo.com domain automatically. Don't type a complete email address in this field.

For example, to create johndoe@zoleo.com, enter:

johndoe

The ZOLEO email address is different from the personal or work email address used to sign in to MyZOLEO. Your MyZOLEO login email receives account notices, invoices, and verification messages. Your ZOLEO email address is assigned to your device and is used for device messaging. Messages sent to this address are delivered through the ZOLEO app. When you send an email message from the app, the recipient will see the ZOLEO email address as the sender.

Image: The MyZOLEO activation screen showing where to enter the name used for the ZOLEO email address.

1. Locate the ZOLEO Email Address field during activation.
2. Enter the name you want to use before @zoleo.com.
3. Confirm that you haven't entered an at sign (@) or an external email domain.
4. Continue to the next activation step.

Remove an External Domain From the ZOLEO Email Address Field

MyZOLEO will reject a personal or work email address entered in the ZOLEO email address field. This includes addresses ending in domains such as @gmail.com, @hotmail.com, or @outlook.com. The field is only for the name that will appear before @zoleo.com.

Incorrect entry:

johndoe@gmail.com

Correct entry:

johndoe

To correct the error, delete the complete entry and type the desired name again without an at sign or domain. MyZOLEO will create the complete address as johndoe@zoleo.com. Don't enter your MyZOLEO login email in this field. Your login email remains separate from the email address assigned to your ZOLEO device.

Don't type @zoleo.com after the name. Because MyZOLEO adds the domain automatically, entering it yourself may create an invalid entry or prevent you from continuing. Enter the name once and let MyZOLEO display the complete ZOLEO email address.

After correcting the entry, review the field and try to continue. If MyZOLEO displays a different error, record the exact message before trying the next troubleshooting section.

Resolve a ZOLEO Email Address Error During Activation

If MyZOLEO still doesn't accept the ZOLEO email address name, first confirm that the field contains only the portion before @zoleo.com. Delete any spaces before or after the entry and type the name again manually.

1. Delete the complete entry from the ZOLEO Email Address field.
2. Enter the desired name again without @zoleo.com or another domain.
3. Refresh the activation page and enter the information again.
4. Try the activation in Google Chrome. If you're using a Mac, you can also try the current version of Safari.
5. Temporarily disable browser extensions that may affect forms, including ad blockers, pop-up blockers, and virtual private networks (VPNs).
6. Try a different supported browser or device if the error continues.

Before refreshing or changing browsers, note where you are in the activation process so you can return to the correct step. If MyZOLEO says the email name is unavailable or displays another specific validation message, take a screenshot before making additional changes.

Contact ZOLEO About an Email Address Activation Error

If MyZOLEO continues to reject the ZOLEO email address name after you complete the applicable troubleshooting steps, contact the ZOLEO Customer Experience Team. Have the following information ready, if available:

• Your device's 15-digit IMEI, found on the back of the ZOLEO device or on its original packaging
• The email address name you entered
• The exact error message
• A screenshot showing the error and the ZOLEO email address field
• The browser and device used for the activation
• The approximate date and time the error occurred

Don't include passwords, verification codes, or complete payment information in your support request. The error details and screenshot will help the team identify whether the issue relates to the email address entry or the activation session. Include whether the error appeared immediately after entering the name or only after you tried to continue. Also explain which troubleshooting steps you completed and whether the same error occurred in another browser or on another device.