Troubleshooting Not Receiving Messages with ZOLEO

If messages aren't appearing in the ZOLEO app or on your ZOLEO device, first identify whether the missing message is an app-to-app message, SMS message, or email message. Also confirm whether your phone has Wi-Fi or cellular data, or whether your ZOLEO device must receive the message through the satellite network. These troubleshooting steps apply to the ZOLEO 1000 and ZOLEO 1500.

Confirm Your ZOLEO Service and App Link

Your ZOLEO plan must be active to receive satellite messages through your ZOLEO device or use your dedicated ZOLEO SMS number and email address. If your plan is paused, you can still exchange app-to-app messages over Wi-Fi or cellular data, but satellite, SMS, and ZOLEO email messaging remain unavailable until you resume the plan.

1. Sign in at myzoleo.com and select Devices & Plans in the top navigation menu.
2. Find your ZOLEO device and check its status. A green status means active, a blue status means paused, a red status means inactive, and a gray status means blocked.
3. If the plan is paused, follow How To Resume Your Plan. If the plan is inactive, follow How To Reactivate Your Plan. Contact ZOLEO if the status is blocked.
4. Open the ZOLEO app. On the Chats screen, select the Connect tab in the center of the bottom menu or expand the Connection Status Bar at the bottom of the screen.
5. Confirm that the app is linked to the correct ZOLEO device. The IMEI displayed in the app must match the IMEI printed on the back of your ZOLEO device.

If the ZOLEO app isn't linked, follow How To Link Your ZOLEO Device to the ZOLEO App before continuing with message troubleshooting.

Resolve App-to-App Messages Not Received in the ZOLEO App

App-to-app messages require both people to have an active ZOLEO app account and an internet connection or ZOLEO device via Satellite. The recipient doesn't need a ZOLEO device, but their phone or tablet must be connected to Wi-Fi or cellular data.

1. Confirm that your phone or tablet has a reliable Wi-Fi or cellular data connection. Open a webpage to verify that the connection is working.
2. Close and reopen the ZOLEO app, then check the conversation again.
3. Ask the sender to confirm that they selected you from the ZOLEO App contact tab or used the phone number registered to your ZOLEO app account.
4. Confirm that your registered phone number is saved in the sender's contacts using the complete international format, including the plus sign (+) and country code. Don't use your dedicated ZOLEO SMS number for an app-to-app message.
5. In the ZOLEO app, select the Settings icon (gear), then go to My ZOLEO App Account > Refresh ZOLEO App Contacts.
6. Confirm that the ZOLEO app has permission to access contacts in your phone's settings.
7. Test with a different sender. This helps determine whether the problem affects your ZOLEO app account or only one contact.

If the recipient previously used the ZOLEO app but no longer has an active app account, ask the sender to press and hold the Send icon in the conversation and select SMS instead.

Resolve SMS Messages Not Received by ZOLEO

Incoming SMS messages must be sent to the dedicated ZOLEO SMS number assigned to your active ZOLEO device. This number is different from the phone number registered to your ZOLEO app account.

1. Confirm that your ZOLEO plan is active and that Follow-Me SMS and Email Messaging was successfully enabled when the ZOLEO app was linked.
2. Find your dedicated ZOLEO SMS number in the ZOLEO app or your MyZOLEO account. Ask the sender to compare the complete number with the number saved in their contacts.
3. Ask the sender to enter the number in international format, including the plus sign (+) and country code.
4. Confirm that two-way SMS replies are supported in the sender's country. See Two-Way SMS Availability by Country.
5. Ask a different person to send a test SMS to your ZOLEO SMS number. If only one sender is affected, record their phone number and mobile carrier for the ZOLEO Customer Experience Team.

If two-way SMS isn't supported in the sender's country, use a ZOLEO app-to-app message or email message instead.

Resolve Email Messages Not Received by ZOLEO

Incoming email messages must be sent directly to the dedicated ZOLEO email address assigned to your active ZOLEO device. Your ZOLEO email address ends in @zoleo.com and is different from the email address used to sign in to MyZOLEO.

1. Confirm that your ZOLEO plan is active and that Follow-Me SMS and Email Messaging was successfully enabled when the ZOLEO app was linked.
2. Find your dedicated ZOLEO email address in the ZOLEO app or your MyZOLEO account. Ask the sender to check the spelling and remove any spaces before or after the address.
3. Ask the sender to enter only your ZOLEO email address in the recipient field. Don't include multiple recipients.
4. Ask the sender to create a short, plain-text email without attachments, HTML content, an email signature, or previous messages from the email thread.
5. Ask a different person to send a test email directly to your ZOLEO email address. This helps determine whether the problem affects one sender or all incoming email messages.

Email forwarding from Gmail to a ZOLEO email address isn't supported. Ask the sender to send the test message directly. For email formatting guidance, see Best Practices for ZOLEO Email.

Resolve Messages Not Received Through the Satellite Network

Your ZOLEO device checks the satellite network at scheduled intervals rather than remaining connected continuously. You can start a manual message check from the ZOLEO app when the phone is connected to the ZOLEO device through Bluetooth.

1. Confirm that the ZOLEO plan is active and that the ZOLEO device is powered on.
2. Move outdoors to an open area with a clear, unobstructed view of the sky.
3. Place the ZOLEO device flat with the logo, buttons, and LEDs facing upward. Keep it away from buildings, dense tree cover, vehicles, and large metal or electronic objects.
4. Open the ZOLEO app and expand the Connection Status Bar at the bottom of the screen. Confirm that the app is connected to the correct ZOLEO device.
5. Check the Satellite Signal indicator. Three green bars indicate a strong signal. If the bars are gray or the signal is weak, move to another open area and try again.
6. Select Check Messages in the expanded Connection Status Bar and wait for the satellite message check to finish.

To test satellite routing, leave Bluetooth on and temporarily turn off Wi-Fi and cellular data on the phone. Send a short test message from the ZOLEO app, then run another manual message check. Turn Wi-Fi or cellular data back on when the test is complete.

Refresh the ZOLEO App Without Deleting Your App Account

If messages are still missing after you test the applicable message type, refresh the ZOLEO app and its connection before making account changes. Refreshing the app or its contact list doesn't cancel your ZOLEO plan, change your dedicated ZOLEO SMS number or email address, or delete your app account.

1. Close and reopen the ZOLEO app.
2. Restart your phone or tablet and your ZOLEO device.
3. Install any available ZOLEO app update from your device's app store.
4. In the ZOLEO app, select the Settings icon (gear), then go to My ZOLEO App Account > Refresh ZOLEO App Contacts.
5. Expand the Connection Status Bar and reconnect or relink the correct ZOLEO device if needed.

Important: Don't select Delete App Account as a routine troubleshooting step. Deleting the ZOLEO app account permanently deletes its messages. Only delete the app account if the ZOLEO Customer Experience Team specifically instructs you to do so and you understand the effect on your message history.

Contact ZOLEO About Messages Not Received

If messages still aren't received after you complete the applicable steps, send your ZOLEO app logs before contacting the ZOLEO Customer Experience Team.

1. In the ZOLEO app, select the Settings icon (gear), then go to Help > Send Logs to Support.
2. Note the approximate date and time of the missing message, including your time zone.
3. 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
• Your ZOLEO app version, found under Settings > About the App > App Version
• Your ZOLEO device software version, found under Settings > My Connected ZOLEO Device > About My Device
• Your phone or tablet make, model, and operating-system version
• The message type: app-to-app, SMS, or email
• The sender's phone number or email address
• The approximate date and time of each missing message, including your time zone
• Any error messages or screenshots
• A summary of the troubleshooting steps you completed

To find your account number and billing address, sign in at myzoleo.com and select My Account.

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