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ZOLEO Billing Overview

Ryan Holmes
Updated

This article explains how your ZOLEO billing works, including your billing cycle, your first invoice, common charges, prorated fees, pause fees, and how to access your invoices. 

Important notice for customers on legacy plans: If you're currently on a legacy ZOLEO plan (Basic, In Touch, or Unlimited), changing, pausing, or canceling your plan will move you permanently to the current plan structure (Prepare or Protect). You won't be able to return to your legacy plan or pricing. If you'd like to understand your options before making any changes, contact our Customer Experience Team at Contact Us.

Table of Contents

How Your ZOLEO Billing Cycle Works

Your ZOLEO service is billed on a 30-day cycle that starts on the date you activate your ZOLEO plan. Your plan renews automatically on that same date each month, and charges are processed at the start of each billing cycle.

Example: If you activate your ZOLEO plan on March 16, your billing cycle runs from March 16 to April 14, and you are charged on March 16 for that upcoming period.

If you activate your ZOLEO plan on the 29th, 30th, or 31st of a month, your billing date is adjusted to the 28th. Your first month's charges will be prorated to account for this adjustment.

A few things to keep in mind: 

  • Your billing date does not change when you modify your ZOLEO plan. Upgrades, downgrades, and add-ons applied mid-cycle don't affect your billing date. 
  • You can view your billing date in MyZOLEO under Devices & Plans. 
  • All ZOLEO plans auto-renew monthly. To stop future charges, cancel or pause your ZOLEO plan before your next billing date.

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What to Expect on Your First ZOLEO Invoice

After your first ZOLEO device is activated, an invoice is typically generated within one business day. Your first ZOLEO invoice includes two charges: 

  • A one-time activation fee (varies by region – please see ZOLEO Monthly Plans for your region's fees).
  • One month's subscription fee based on your selected plan. 

Your MyZOLEO account balance may show an amount before the invoice is published. This billing is in progress, and the detailed invoice will be available within one business day. 

A negative balance means you have a credit on your account, usually from plan proration. Future payments will be deducted from this credit before your card is charged.

Your payment method is charged on the same day or the day after your ZOLEO invoice is generated. You can review your first invoice and all future invoices at MyZOLEO under Invoices.

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Why You May Still Be Charged After Canceling Your ZOLEO Plan

If you cancel your ZOLEO plan but still see a charge, it is usually because your billing cycle renewed before the cancellation was completed. ZOLEO charges are applied at the start of each billing cycle, so if your billing date passes before you cancel, that cycle's charge is valid.

Example: If your ZOLEO billing date is March 15 and you cancel on March 16, the March 15 charge still applies because the new billing cycle had already started before the cancellation.

When you cancel your ZOLEO plan, the cancellation takes effect immediately, and your services are no longer active. No additional charges will apply after cancellation.

If you believe you were charged incorrectly after canceling your ZOLEO plan, please contact ZOLEO support with your account email and the date of the charge for a billing review.

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Understanding Prorated Charges on Your ZOLEO Invoice

A prorated charge on your ZOLEO invoice means you're billed only for the portion of time a service was active during a billing cycle, rather than the full monthly amount. Prorated charges appear when you change your ZOLEO plan or pause your service partway through a billing cycle.

When you change your ZOLEO plan mid-cycle, both the cost and the message allowance are prorated based on the number of days spent on each plan:

  • You receive a prorated credit for the unused portion of your old plan. 
  • You're charged a prorated amount for the new plan covering the remaining days. 
  • Your ZOLEO invoice shows separate line items for each plan, each covering a different portion of the cycle.

Prorated charges are calculated automatically. You don't need to take any action. You can review a full breakdown of your charges by logging into MyZOLEO and navigating to Invoices.

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What Is the ZOLEO Pause Fee

When you pause your ZOLEO plan, a monthly pause fee is applied instead of your regular plan charge. This fee keeps your ZOLEO account active while your service is paused. The ZOLEO pause fee depends on your region. Please visit ZOLEO Monthly Plans to check the Pause pricing in your region.

While your ZOLEO plan is paused:

  • Your ZOLEO phone number and @zoleo.com email address are preserved.
  • All messaging services are disabled, including two-way messaging, check-in, and SOS alerting.

Pausing is different from canceling your ZOLEO plan:

  • Pause: You can resume your ZOLEO plan at any time with no reactivation fee.
  • Cancel: Reactivating later requires a new activation fee, and your ZOLEO number and email address are permanently lost.

You can pause your ZOLEO plan at MyZOLEO under Devices & Plans.

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Why Your ZOLEO Invoice May Be Higher Than Expected

If your ZOLEO invoice is higher than expected, it's usually due to activity within your billing cycle rather than a billing error. Common reasons include:

  • Prorated charges — a mid-cycle plan change or pause generates prorated charges and credits that change your invoice total.
  • Add-on features — services like Location Share+ or Field Rescue added to your ZOLEO plan appear as additional line items.
  • Billing timing — a renewal charge and a recent plan change may fall in the same invoice period.

If you see what looks like a duplicate charge, it may be a preauthorization. When ZOLEO processes a payment, your card issuer places a temporary hold to confirm funds are available. This hold appears as a pending transaction alongside the actual payment. It is not an additional charge and will drop off your statement once the payment posts.

Check your bank statement to confirm whether a charge is pending or posted before contacting support. You can review all ZOLEO charges under Invoices at MyZOLEO.

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How to Find and Review Your ZOLEO Invoice

You can access your ZOLEO invoices at any time through MyZOLEO. Each invoice includes a detailed breakdown of your charges for that billing cycle, including your plan fee, add-ons, prorated charges, and applicable taxes.

To access your ZOLEO invoices:

  1. Log in to MyZOLEO.
  2. Select Invoices.
  3. Choose the invoice you want to review.

Each line item on your ZOLEO invoice includes the date range it covers, helping you identify whether a charge is for your regular plan cycle, a prorated adjustment, or an add-on. For a detailed explanation of each charge type, refer to the invoice guide for your region:

If you can't access your MyZOLEO account or an invoice is missing, contact ZOLEO support for assistance.

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When to Contact ZOLEO Support About Billing

Most ZOLEO billing questions can be answered by reviewing your invoice at MyZOLEO. Reach out to ZOLEO support if:

  • You believe a charge on your invoice is incorrect
  • You were charged after your plan should have been canceled or paused
  • You need clarification on a specific charge
  • You want to request a refund or billing adjustment
  • You cannot access your invoices

When contacting support, include your account email, the charge date and amount, and a brief description of the issue. You can reach our Customer Experience Team at Contact Us.

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