Troubleshooting Linking Your Device to Your ZOLEO App

If you're having trouble linking your ZOLEO device to the app, follow the steps below to check your setup and get reconnected. Most linking issues can be resolved with a few quick checks.

Step-By-Step Troubleshooting

Step 1: Confirm You're Linking Through the ZOLEO App

Before proceeding with the troubleshooting steps, please make sure you're following the correct process to link your ZOLEO device and your app.

Please don't try to pair your device using your phone's Bluetooth settings. The ZOLEO device can only be linked to your phone directly through the ZOLEO App.

To ensure you're following the correct linking steps, please visit How To Link Your ZOLEO Device to the ZOLEO App.

Once you've confirmed you're linking through the app, continue with the troubleshooting steps below if you're still experiencing issues.

Step 2: Check for App and Firmware Updates

Power off your ZOLEO device and make sure both the ZOLEO app and your device are up to date.

• iOS: Open the App Store, search for "ZOLEO" and check for updates.
• Android: Open the Google Play Store, search for "ZOLEO" and check for updates.

If an update is available, install it before attempting to link your device again. Keeping the app up to date ensures you're using the most stable and reliable version, with the latest improvements, bug fixes, and new features designed to enhance your ZOLEO experience.

Step 3: Update Your Smartphone’s Operating System

Check if your phone’s software is up to date:

• iOS: Go to Settings > General > Software Update.
• Android: Go to Settings > Software Update.

Complete any updates available and try to link your device again. 

Step 4: Check Bluetooth Permissions

The ZOLEO app needs permission to use Bluetooth:

For iOS:

1. Go to Settings > ZOLEO.
2. Ensure Bluetooth is enabled.
3. If you're unable to change it, go to: Settings > Screen Time > Content & Privacy Restrictions > Bluetooth Sharing – Select "Allow Changes".

For Android:

1. Go to Settings > Apps > ZOLEO > Permissions.
2. Ensure Nearby Devices is allowed.

Step 5: Disable Any Apps That May Interfere

Apps like VPNs, anti-virus, or firewalls may block Bluetooth access. Try temporarily disabling these apps and attempting to link again.

Step 6: Turn On Location Services (Android Only)

If you're using Android 6.0 or higher, make sure Location Services are enabled. The ZOLEO app needs this permission to access Bluetooth.

You should see a prompt in the app if location is not enabled, but it’s good to double-check in your device settings.

Step 7: Power On the ZOLEO Device & Try Linking Again

Once all permissions are set:

1. Power on your ZOLEO device.
2. Confirm the Power LED is blinking green (this means the device is on and ready to link).
3. Open the ZOLEO App.
4. Follow the steps in How To Link Your ZOLEO Device to the ZOLEO App.
5. If your device’s IMEI number appears, tap “Connect” and follow the prompts.

Step 8: Perform a Factory Reset (If Needed)

If linking still fails, try resetting the ZOLEO device and repeating the steps above.

How to Perform a Factory Reset:

1. Power on the device.
2. Press and hold the Power and Check-In buttons at the same time.
3. Release once you hear the confirmation tone.
4. The tone will stop, but the reset continues in the background.
5. When complete, the device will power off automatically.

Then repeat Steps 1–7 to try linking again.

For more help, see: How to Factory Reset Your ZOLEO Device.

Step 10: Try a Different Phone

If the issue continues, try linking the ZOLEO device to a different mobile phone or a tablet.

• If it links successfully on another device, the issue may be related to Bluetooth on your original phone.

Still Need Help?

If you’ve tried the steps above and still can’t link your device, contact our Product Support Team. We’ll be happy to help you get connected. Be sure to have your device’s IMEI number ready when you reach out.