Applies to: Routine messaging on an active ZOLEO plan and linked communicator; not emergency SOS.
Match your symptom
| What you see | What to do next |
|---|---|
| Green app-to-app message fails | Confirm the recipient still uses and is signed into ZOLEO. |
| Only satellite sending fails | Check active plan, device link and safe clear-sky view. |
Work through these checks
Confirm plan and delivery type
In MyZOLEO, check Devices & Plans: an active plan is needed for satellite messages. In the app, identify green app-to-app versus blue SMS/email. Confirm the recipient details. A green app message can fail if the recipient no longer uses an active ZOLEO app account; ask them to sign in or use ZOLEO’s conversation-specific SMS switch.
What the result means: A recipient-specific failure is not proof of a satellite fault.
Isolate the network path
If safe, test a short routine message over Wi-Fi, then cellular data, then satellite with the ZOLEO linked outdoors under clear sky. Turn Wi-Fi and cellular data off individually for the satellite test; ZOLEO warns that Airplane Mode may also disable Bluetooth. Confirm the app remains linked to the communicator. A satellite test may use a message allowance.
What the result means: Record which route works; avoid repeated satellite test messages.
Retry failed message and contact support
For a red failure icon, ZOLEO says to press and hold the message and choose Resend. For persistent failure, note app/device versions, message type, approximate time and network results, then use Settings > Help > Send Logs to Support if you choose to share diagnostics with ZOLEO. Do not send account passwords or complete card details.
What the result means: Support can distinguish account, recipient, app and satellite failures.
When to stop and get help
For emergency assistance follow official SOS instructions or local emergency services; routine message tests are not an emergency channel. Do not leave a safe route or climb for sky view. Contact ZOLEO if the message remains pending.
What to tell support
Plan status; message type and recipient; app/device versions; Bluetooth link; tested networks and time; pending or failed status.
Common questions
Should I use Airplane Mode to test satellite?
ZOLEO says not to rely on it: Airplane Mode can disable Bluetooth and break the phone-device link. Turn Wi-Fi and cellular data off separately.
Is a satellite test free?
Not necessarily. ZOLEO says a satellite test message may count toward your plan’s message allowance.
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.