ZOLEO Activation Is Taking Longer Than Expected

Most ZOLEO device activations finish within 10 to 30 minutes. If your activation is taking longer, check its status in MyZOLEO and allow up to two hours for processing. Contact ZOLEO Support if the activation remains In Progress after two hours and no service notice explains the delay.

Check Your ZOLEO Device Activation Status

Check the ZOLEO device status in MyZOLEO to confirm whether the activation is still processing or has finished. Sign in to MyZOLEO, select Devices & Plans, and find the ZOLEO device you submitted for activation.

• In Progress means MyZOLEO is still processing the activation request. You don't need to submit the activation again.
• Active means the activation is complete and the ZOLEO device has an active plan.

MyZOLEO normally changes the status from In Progress to Active within 10 to 30 minutes. You'll also receive an activation confirmation email. If the status is Active but you haven't received the email, check your spam or junk folder. Confirm that you signed in with the email address used for the activation request if the ZOLEO device doesn't appear in Devices & Plans. Don't rely on the ZOLEO device for a trip until MyZOLEO shows it as Active and you've confirmed that the device is working.

Wait Up to Two Hours for ZOLEO Activation

A ZOLEO device activation can take up to two hours during busy periods or while a system action is being completed. If MyZOLEO shows the status as In Progress and fewer than two hours have passed, allow the activation to continue. No device troubleshooting is required during this processing window.

Don't submit another activation request, delete the ZOLEO device from your account, or repeatedly change the plan. These actions won't speed up the activation and may make it harder to confirm the original request. You can sign out of MyZOLEO and check Devices & Plans again later.

Iridium or ZOLEO service maintenance, or another announced service event, may cause processing to take longer than two hours. Check the ZOLEO website for a maintenance banner or service notice. If a notice confirms an activation delay, follow the guidance and time frame in that notice. If no service notice is posted, an activation that remains In Progress for more than two hours isn't within the normal activation window. Contact ZOLEO Support using the steps in the final section of this article.

Update Your Payment Method Only When MyZOLEO Shows a Payment Issue

A payment problem can prevent a ZOLEO device activation from completing. Only update your payment method when MyZOLEO displays a payment error, asks you to provide another payment method, or indicates that it couldn't process the activation payment. An In Progress status by itself doesn't mean there is a payment problem.

If MyZOLEO shows a payment message, follow How To Update Your Payment Method. Make sure the card details and billing address match the information held by your financial institution. After you save the payment method, return to Devices & Plans and check the ZOLEO device status.

Allow MyZOLEO time to process the payment and activation. Don't submit a second activation request. If the payment message continues, or the ZOLEO device remains In Progress for more than two hours after the original activation request, contact ZOLEO Support. Be ready to provide the exact payment error, but don't send your complete card number, security code, or password.

Contact ZOLEO Support When Activation Exceeds Two Hours

Contact the ZOLEO Technical Support Team if your ZOLEO device remains In Progress for more than two hours and no Iridium or ZOLEO maintenance banner or service notice explains the delay. More than two hours isn't considered a normal ZOLEO activation time.

Have the following information ready so the team can locate and review the activation request:

• The 15-digit IMEI from the label on the back of the ZOLEO device or its original packaging
• The email address used for the MyZOLEO account
• Your account number, shown beside Number in My Account > Account Balance
• Your billing address, shown in My Account > Payment Method > Billing address
• The approximate date and time you submitted the activation request
• The exact error message, if MyZOLEO displayed one

ZOLEO Support may use the account number or billing address to verify your account. Don't send your password, complete payment card number, or payment card security code. If MyZOLEO changes the status to Active before you contact the team, the activation has finished. Check for the confirmation email and test the ZOLEO device before relying on it away from cellular coverage.