Troubleshooting SOS or Check-In Contacts Entry During Activation – ZOLEO

When activating your ZOLEO device, you must add at least one SOS contact. You can also assign the same person as a Check-In contact. This article explains how to complete the contact step, resolve duplicate-contact errors, and assign a saved contact to your ZOLEO device after activation.

Complete the Required Contact Fields During ZOLEO Activation

MyZOLEO requires one SOS contact before you can continue with ZOLEO device activation. You can add more contacts during activation or manage them after the ZOLEO device is active.

Enter the contact's name in the Contact name field.
Enter the contact's email address in the Email field.
Select the correct country code and enter the contact's mobile number in the Mobile number field.
Select the contact's preferred language from the Language menu.
To send Check-In messages to the same person, select Assign as Check-In contact, then choose a notification method from the Notify by menu.
Select Continue to proceed with activation, or select Add more to enter another contact.

If you can't continue, check each required field for an error. Confirm that the email address and mobile number are valid, the country code is correct, and a language is selected. If you assigned the SOS contact as a Check-In contact, you must also select a Check-In notification method.

Resolve a Duplicate Contact Error During ZOLEO Activation

Don't enter the same person twice if the person will be both an SOS contact and a Check-In contact. Re-entering the same name, phone number, or email address may create a duplicate-contact error because MyZOLEO has already saved the contact.

Enter the person's SOS contact information once.
Select Assign as Check-In contact.
Select a notification method from the Notify by menu.
Select Continue or Add more.

Activation form with arrows pointing to Assign as Check-In contact and its checkbox

Image: The MyZOLEO activation screen shows green arrows pointing to the Assign as Check-In contact option and its checkbox.

If you completed activation without assigning the SOS contact as a Check-In contact, don't create the person again. Use the saved contact in MyZOLEO and assign the appropriate role to your ZOLEO device.

Add a Contact to MyZOLEO After Activation

Add a contact from the Contacts & Groups page when the person isn't already saved in your MyZOLEO account. Saving a contact doesn't automatically assign that person to a ZOLEO device.

Sign in at myzoleo.com.
Select Contacts & Groups in the top navigation menu.
Select the green + Add contact button beside the Contacts heading.
Enter the person's full name, email address, mobile number, and emergency language.
Select Save & add to device. MyZOLEO takes you to the Devices & Plans page so you can assign the saved contact.

Image: The Add new contact form shows the required contact fields and a green arrow pointing to Save & add to device.

If the person is already listed on the Contacts & Groups page, don't add another record. Edit the saved contact if the phone number, email address, or emergency language needs to be corrected, then assign the saved contact to the ZOLEO device.

Assign a Saved Contact to a ZOLEO Device

Assigning a saved contact determines whether the person is an SOS contact, a Check-In contact, or both for a specific ZOLEO device. MyZOLEO supports up to two SOS contact assignments and five Check-In contact assignments per device.

On the Devices & Plans page, find the ZOLEO device you want to update.
Select Manage beside the device.
Select the Assigned Contacts tab.
To assign the person as an SOS contact, select the person's name from an available SOS Contacts menu.
To assign the person as a Check-In contact, select the person's name from an available Check-In and Location Share+ Contacts menu, then select the email or SMS contact method.
To assign both roles, select the same saved contact in an available SOS menu and an available Check-In menu.
Select Save Changes.

Image: The Assigned Contacts tab shows green arrows pointing to the SOS contact menu and an available Check-In contact menu.

If an SOS or Check-In menu has no available position, the role has reached its assignment limit. Remove or replace an existing assignment before adding another contact. For a Check-In assignment, select a contact method before saving your changes.

Resolve Contact Assignment Errors in MyZOLEO

If MyZOLEO doesn't save or display the contact assignment, use the error or behavior on the page to identify the next step.

The contact isn't listed in the menu: Return to Contacts & Groups and confirm that the contact was saved. Then reopen the ZOLEO device's Assigned Contacts tab.
MyZOLEO reports a duplicate contact: Don't add the person again. Edit or assign the existing saved contact.
The SOS Contacts section shows 2/2: Both SOS assignments are in use. Remove or replace an existing SOS contact before assigning a different person.
The Check-In assignment is incomplete: Select email or SMS from the Contact method menu.
The changes don't appear: Confirm that you selected Save Changes before leaving the Assigned Contacts tab.

If the error continues, take a screenshot of the message and contact the ZOLEO Customer Experience Team. Include your ZOLEO device IMEI, the exact error message, the contact role you were assigning, and the step where the error occurred.

For more information about contact roles and assignments, see ZOLEO SOS & Check-In Contacts.