Content
This article covers the steps to take if you’ve misplaced or lost your ZOLEO device. You can quickly navigate to any section by clicking the topics below:
- How to Ping a ZOLEO While Connected to the ZOLEO App
- What to Do If Your ZOLEO Is Lost or Stolen
- Purchasing a Replacement ZOLEO
How to Ping a ZOLEO While Connected to the ZOLEO App
This section explains how to locate a ZOLEO device that is powered on, connected to your ZOLEO App, and within Bluetooth range (up to 50 m/164 ft). If the device is not connected or powered off, pinging will not work.
Steps to ping a linked ZOLEO device:
- Open the ZOLEO App connected to your device.
- Go to Settings (gear icon at the bottom right).
- Select My Connected ZOLEO Device.
- Choose Find My Device.
When you initiate a ping:
- A circular icon will appear next to "Find My Device" in the app.
- The ZOLEO device will emit a ringing sound and flash pink LED lights for 10 seconds. You can repeat this action as needed.
What to Do If Your ZOLEO Is Lost or Stolen
This section reviews what to do if your ZOLEO is lost or stolen, and you are unable to ping it as per the previous section.
We recommend reaching out to ZOLEO Support before deactivating a lost or stolen ZOLEO. We understand you may want to avoid someone using it, but deactivating a ZOLEO means we can no longer provide you the last location, and if you want to get a replacement, you will lose your ZOLEO SMS and contact setup. Please go to our Contact Us page to reach out to our team. |
How to Request the Last Known Location of a ZOLEO Device
If your ZOLEO is on an active plan (Basic, In Touch, Unlimited, or Suspended), our support team can provide the device’s last known location. The ZOLEO device is not a beacon and, therefore, it is not constantly reporting its location information. The location details will be available from the following activities:
- Weather requests
- Check-in locations
- Location Share+ locations
- Pins from messages with location data
- SOS locations
To request this information, please reach out via our Contact Us page.
Blocking a Lost or Stolen ZOLEO
To prevent a lost or stolen ZOLEO from being used by someone else, you can request to have the device blocked. Here’s what you need to know:
- The device must be deactivated, either by you or by a ZOLEO Support team member after a replacement device is activated.
- You will need to verify your ZOLEO account by providing your account information. We will request the account number, IMEI, billing address, and the last 4 digits and expiry date of the card on file.
To request a block on your device, please visit our Contact Us page.
Purchasing a Replacement ZOLEO
You can replace a lost or stolen ZOLEO by purchasing a new ZOLEO at a participating retailer and contacting ZOLEO Support to link it to your existing account.
If your lost or stolen ZOLEO is active (i.e. it is on Basic, In Touch, Unlimited, or Suspended Plan), ZOLEO Support can swap the old device for the new one, keeping your current SMS, email address, contacts, and plan intact at no additional cost.
You can request a device swap via our Contact Us page.
If your old ZOLEO is deactivated, activate the new ZOLEO following the steps on How To Activate More ZOLEO Devices.
How to buy a replacement:
To find retail locations and online stores where you can purchase a ZOLEO replacement, please visit the following link: Where to Buy.
For EU and UK customers only, you can purchase a ZOLEO to be shipped to your home by visiting this link and selecting "Add to Cart": ZOLEO Product Page.
Comments
0 comments
Please sign in to leave a comment.