Troubleshooting IMEI Already in Use or Not Recognized – ZOLEO

If you’re trying to activate your ZOLEO device and see a message that the IMEI is already in use or isn’t recognized, there are a few possible reasons. This article will help you identify the issue based on how you obtained your device and guide you through the next steps.

Step 1: Check the IMEI

First, ensure you are entering the IMEI number correctly:

Find the IMEI printed on the back of the ZOLEO device or on the original packaging
Carefully type the number manually—we recommend deleting all digits and re-entering it to avoid any formatting issues

If the IMEI is correct and you're still seeing an error, continue with the scenarios below.

Step 2: Identify Your Situation

If the device is brand new

If you purchased your ZOLEO device new and see the message “IMEI already in use,” first confirm that you are not attempting to activate it a second time.

After submitting your activation, you will receive a confirmation email once the process is complete. In some cases, particularly during Iridium network maintenance, activations may be delayed by up to 3 hours.

Important: Please do not attempt to activate the device again during this time.

What to do:

Wait up to three hours after submitting your activation request.
Check your email (including junk/spam folders) for a confirmation message.
If you still haven't received confirmation after 3 hours, contact our Product Support Team for assistance.

We’ll be happy to investigate and help you complete the activation.

If your device was purchased second-hand

If you bought your ZOLEO device from another person or a third party and see the “IMEI already in use” message, this likely means the previous owner has not cancelled their subscription.

What to do:

If you have the seller’s contact information, ask them to cancel their subscription. You can share this article with them: How to Cancel Your Plan.
If you do not have their contact details, contact our Product Support Team. We can attempt to identify and notify the previous owner on your behalf.

If you're reactivating your device

If you are reactivating but the system says the device is already in use, it's likely because your device is still active, possibly in suspension mode.

Log into your MyZOLEO account.
Go to Devices & Plans.
Look for your device in the list—if it’s currently in suspended status, you can restart service by following the steps in: How to Restart Your Plan.

Can't see the device in your account?

Check if you have another ZOLEO account registered under a different email address. Try logging in with different email addresses you may have used during setup.

Still Need Help?

If you’ve reviewed the scenarios above and still can’t activate your device, please contact our Product Support Team. We’ll be happy to investigate the issue and help you complete your activation. Be sure to have the following ready:

Your device’s IMEI number
A brief description of your situation (new, second-hand, or reactivation)
The email address used during activation, if known

We’re here to help you get started.