Troubleshooting IMEI Already in Use or Not Recognized – ZOLEO

If MyZOLEO says your ZOLEO device IMEI is already in use or isn't recognized, check the device information and follow the section that matches your situation. These steps apply to first-time activation, a previously owned device, a paused plan, and reactivation after cancellation.

You must activate, resume, or reactivate service through MyZOLEO. You can't complete these actions in the ZOLEO app.

Verify the ZOLEO IMEI and Serial Number

An IMEI not recognized error usually means MyZOLEO can't match the number you entered to a ZOLEO device. The IMEI is a 15-digit number. Don't enter the six-digit serial number in the IMEI field. Enter the IMEI and serial number from the same device label.

Find the IMEI and serial number on the label on the back of the ZOLEO device or on the original packaging.
Delete the complete IMEI from the activation form.
Enter all 15 digits again exactly as they appear on the label.
Confirm that the six-digit serial number is entered in the Serial Number (S/N) field.

If the label is worn or unreadable, see Where to Find the ZOLEO IMEI and Serial Numbers for other ways to locate this information. Depending on how the device was used previously, the IMEI may also be available in MyZOLEO account activity, a previous invoice, or the ZOLEO app. If MyZOLEO still doesn't recognize the correct IMEI and serial number, don't continue changing the numbers. Contact the ZOLEO Customer Experience Team so the team can verify the device record.

Resolve an IMEI Already in Use Error for a New ZOLEO Device

If you already submitted an activation request for a new ZOLEO device, the IMEI may appear to be in use while the request is processing. Don't submit a second activation request.

Sign in to MyZOLEO.
Select Devices & Plans.
Find the ZOLEO device and check its status.
If the status is Active, the activation is complete. Check your email, including the spam or junk folder, for the confirmation message.
If the status is Pending, don't try to activate the device again. Follow the steps in ZOLEO Activation Delayed or Pending.

If the device doesn't appear in Devices & Plans, confirm that you signed in with the email address used for the activation request. Contact the ZOLEO Customer Experience Team if the error continues. If the device shows as Pending, also confirm that your payment method is current. A payment issue can prevent an activation from completing. Wait for the confirmation email and confirm the device shows as Active before relying on it for a trip.

Resolve an IMEI Already in Use Error for a Previously Owned ZOLEO Device

If you purchased a used ZOLEO device, an IMEI already in use error usually means the previous owner's plan is still active or paused. A paused plan still keeps the device associated with the previous owner's account.

If you can contact the previous owner, ask them to cancel the plan through MyZOLEO. You can share How To Cancel Your Plan with them.
If you can't contact the previous owner, contact the ZOLEO Customer Experience Team. The team can try to identify and notify the account holder on your behalf.

Ask the previous owner to cancel the plan, not pause it. Pausing keeps the ZOLEO device, SMS number, and email address associated with the previous owner's account. ZOLEO can't activate the device on a different account until the existing account association has been resolved. If the seller says the plan has already been canceled, confirm that you're entering the correct IMEI and serial number before contacting ZOLEO. Keep your proof of purchase or sales receipt available in case it is needed to help review the device history.

Resume a Paused ZOLEO Plan

If your ZOLEO device appears in Devices & Plans with a paused status, don't start a new activation. Resume the existing plan instead. Resuming a paused plan doesn't require an activation fee and restores the ZOLEO SMS number and email address associated with the device.

Sign in to MyZOLEO.
Select Devices & Plans.
Find the paused ZOLEO device and select Resume.
Follow the prompts to select a monthly plan.
Wait for the confirmation email before testing the ZOLEO device.

For complete instructions, see How To Resume Your Plan. If you paused a legacy plan, MyZOLEO may require you to select one of the current plan options when you resume. Wait for the confirmation email, then test the ZOLEO device before heading out. If the device doesn't appear in Devices & Plans, try signing in with another email address you may have used for the account.

Reactivate a Canceled ZOLEO Plan

If you previously canceled the ZOLEO plan, reactivate the device through the account used for the previous service. A canceled device may no longer appear in the device list, but you can add it again through MyZOLEO. Reactivation starts a new billing cycle and includes an activation fee. The device will also receive a new ZOLEO SMS number and email address.

Sign in to MyZOLEO.
Select Devices & Plans.
Select Add New Device. This is the correct option for a previously canceled device.
Enter the ZOLEO device information and follow the prompts to complete reactivation.

If the IMEI is already in use but the ZOLEO device isn't listed in your account, you may have used a different email address for the previous service. Try signing in with other email addresses you may have used. For complete instructions, see How To Reactivate Your Plan. During reactivation, you will select a current monthly plan, choose a new ZOLEO email address, enter emergency contacts, and complete checkout. If the device is paused rather than canceled, return to the previous section and resume the plan instead.

Contact ZOLEO About an IMEI Error

If the IMEI error continues after you complete the applicable steps, contact the ZOLEO Customer Experience Team. Have the following information ready, if available:

The 15-digit IMEI and six-digit serial number
The email address used for the MyZOLEO account
Your MyZOLEO account number or billing address
The exact error message and a screenshot of the error
The approximate date and time of the activation attempt
Whether the ZOLEO device is new, previously owned, paused, or canceled
Proof of purchase, if available

This information will help the team investigate the device and account status as quickly as possible. If the device was previously owned, ZOLEO may need to contact the existing account holder before the IMEI can be released. For account privacy, the team won't provide another customer's personal or account information. Keep the ZOLEO device and its packaging nearby in case the team asks for information from the product label.