Applies to: For routine linking of ZOLEO 1000 and 1500. The steps below use app 6.7 or later; older layouts differ. This does not diagnose an active emergency.
Match your symptom
| What you see | What to do next |
|---|---|
| Device absent from scan | Start with power and Bluetooth permissions. |
| Device found, linking never finishes | Check the 1500 PIN, previous phone and server connection. |
Work through these checks
Allow Bluetooth and scan inside ZOLEO
Enable phone Bluetooth and ZOLEO’s Bluetooth permission on iOS, or Nearby devices permission on Android. In app 6.7+, open Connect or the connection status bar, power the unit on and scan nearby devices.
What the result means: Pairing in the phone’s system screen is not the ZOLEO linking workflow. A nearby device list confirms discovery, not completed messaging setup.
Match the IMEI and model PIN
Choose the IMEI printed on your own device. For a 1500, enter its bottom-label Bluetooth PIN when requested. Do not guess a universal PIN. The original 1000 does not use this 1500-only step.
What the result means: A PIN may be requested again after forgetting the device or changing phones; this alone is not a hardware failure.
Release a previous phone, then finish linking
If lending or changing phones, disconnect in the old ZOLEO app’s Settings first. On the new phone, complete linking with internet access, or with the communicator face up under clear sky when using satellite. Wait for Follow-Me SMS & Email confirmation.
What the result means: Only one phone links at a time. Disconnecting does not cancel the service plan. For a loan, update check-in and SOS contacts in MyZOLEO before travel.
When to stop and get help
Stop if the device cannot power on, becomes hot or damaged, or the correct PIN is unavailable. Contact ZOLEO with the app version and stage reached. Never press SOS to test linking; for a real emergency follow the device’s emergency instructions.
What to tell support
Record device model, phone OS, app version, permission state, whether the device appears in scanning, and whether Follow-Me confirmation appeared. Keep identifying numbers private.
Common questions
Does a working Wi-Fi message prove satellite messaging works?
No. It proves that internet path. Confirm the communicator is linked, then use the official non-emergency messaging procedure to check satellite operation.
Original troubleshooting guidance based on the official sources below. Menu names can change. This is an independent guide, not a manufacturer service bulletin or a bench-tested repair.