If you've purchased a new ZOLEO device, you can transfer it into your existing account without canceling or reactivating your subscription.
When you complete a device change, your existing subscription remains active, and you keep your dedicated ZOLEO phone number and ZOLEO email address. This allows you to continue using your service with your new ZOLEO device without interruption.
Before You Begin
Make sure you have the following information for your new ZOLEO device:
- IMEI number
- Serial Number (S/N)
You can find both numbers on the packaging or on the label attached to the ZOLEO device.
You can only complete a device change if the ZOLEO device currently on your account has an active subscription plan.
If your subscription has been canceled and is no longer active, you won't be able to use the Device Change feature in MyZOLEO, as your device won't appear listed. In this case, you'll need to activate your new ZOLEO device with a new subscription.
How To Change Your ZOLEO Device in MyZOLEO
- Log in to your MyZOLEO account.
- Select Devices & Plans. On mobile, open the menu, then select Devices & Plans.
- Locate the ZOLEO device you want to replace, then select Manage.
- Select the Device Settings tab.
- Scroll to Change Device, then select Change.
- Enter the IMEI and Serial Number (S/N) of your new ZOLEO device.
- If desired, enter a new Device nickname or keep the existing nickname. Select Change.
Your plan and account data, including your phone number, ZOLEO email address, contacts, Safety Add-Ons, and billing history, will transfer to the new device. Once the new device is activated, the old device will be deactivated.
After the transfer is complete, you'll receive a confirmation email.
What Happens After a Device Change?
Once the device change is complete:
- Your subscription remains active.
- Your dedicated ZOLEO phone number stays the same.
- Your dedicated ZOLEO email address stays the same.
- Your new ZOLEO device becomes the active device on your account.
If you experience any issues during the device change process, please contact Customer Care for assistance.
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