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Knowledge Base

 

General

If you don't find your invitation to ginlo @work anymore or the QR code in this e-mail has expired, don't worry. Just ask your administrator to resend the invitation. Then nothing stands in your way of chatting securely with your team members :-).

  1. On the login page of the ginlo @work app or the ginlo @work customer portal (work.ginlo.net), select Forgot Your Account Password?

    Tip: You can also reset your account password from the app's Settings > Security Preferences.

  2. Enter the e-mail address you used to register with ginlo @work and select Send.

  3. Click on the link in the e-mail sent to your e-mail address. This helps confirm that you (and not an attacker) are changing your password.

  4. Define a new account password and confirm it.

    Note: We recommend that you use a strong, unique password containing for example uppercase letters, numbers, and special characters.

  5. Select Send.

Back on the login screen, you can log in with your new account password.

If you've forgotten your key passphrase, you may only reset it if you still have the ginlo @work app on another device. In this case, you can create a new key backup (see also How do I create a key backup?) with a new key passphrase. Otherwise, you can request a copy of your key (see also How do I request a copy of my key?) from your administrator.

To reset your key passphrase

  1. Open Settings:

    • In Android, tap in the top left and select Settings.

    • In iOS, tap in the bottom menu bar.

  2. Tap Security Preferences, then tap Change Key Passphrase.

  3. Define a new key passphrase and confirm it.

    Note: We recommend that you use a strong, unique key passphrase containing for example uppercase letters, numbers, and special characters.

  4. Tap Set Key Passphrase.

Your key backup is now protected with the new key passphrase.

The ginlo @work passcode is the code to unlock the ginlo @work app when starting it. If you forgot your ginlo @work passcode, you’ll have to delete the app and re-install it.

Note: If you've created a backup of your key (see also How do I create a key backup?), you can restore all your ginlo content upon reinstallation.

Currently, ginlo @work is only available as an app for Android smartphones and iPhones. But you might be curious to know that we're already working on a desktop client for Windows and macOS to be released soon.

You can set up ginlo @work on up to 5 devices.

To install the app

On your Android smartphone, go to the Play Store, and install the ginlo @work app.

On your iPhone, go to the App Store, and install the ginlo @work app.

To set up the app

  1. Start ginlo @work and tap Login.

  2. Enter your e-mail address and your account password, then tap Login.

  3. To load and decrypt your existing content, import your personal key.

    Note:Your personal key is located on your primary device. You can import it to your new device if you've created a backup of it (see also How do I create a key backup?).

    To import the key, enter the key passphrase you defined when creating the backup.

Once you're done, all your existing content is shown, and you can start using the app as usual.

What if I don't have a key backup or forgot my key passphrase?

Don't worry: In this case, you can request a copy of your key (see also How do I request a copy of my key?) from your administrator.

When setting up the ginlo @work app on a new device, you need to import a copy of your personal key. If you don't have a backup to import it from, or forgot your key passphrase, you can request help from your administrator. Your administrator can then transfer a copy of your personal key directly to your new device.

To request a copy of your key:

  1. On the new device, start ginlo @work and tap Login.

  2. Enter your e-mail address and your account password, then tap Login.

  3. Tap Request Help, then tap Send Request.

    Your administrator will be notified and can now transfer a copy of your personal key to your new device.

    Note: For security reasons, the administrator may first check back with you, e.g. via phone or e-mail, to make sure it was really you (and not an attacker) who sent the request.

  4. Once your administrator is done, you'll receive an e-mail notification.

  5. In the app, tap Continue.

Then, you're all set and can start using the app as usual.

Tip: We recommend you create a backup of your key (see also How do I create a key backup?) now. Then, you don't have to ask your administrator for help the next time you want to set up a new device.

For the ginlo @work app, there are 2 types of log files that you can send to support troubleshooting: an app log and a crash log.

App log

You can manually send the app log to your administrator if they ask you to. The administrator can then forward it to Brabbler if required. The app log contains the following data:

  • App name

  • App version

  • Vendor ID (device ID)

  • Mono version

  • OS version

  • Device model

  • Server request ID and end point for every failed call to the server

  • IDs of incoming and sent messages

  • Views the users navigates to

  • Actions (taps) performed by the user

Crash log

If your ginlo @work app crashes or stops responding for the first time, you'll be asked if you want to send a crash log to Brabbler. If you opt in, the crash log will be sent whenever the app crashes again. However, you can opt out at any time in Settings if you change your mind.

The crash log is sent in the background and doesn't contain any personal information. For more information about data handling and data privacy, please see our ginlo @work Privacy Whitepaper.

If you can't access the ginlo @work app anymore, it's most likely because you're no longer part of your ginlo @work team. Please check your e-mail inbox: In this case you should have received an e-mail with the subject "You’ve been removed from your ginlo @work team". Please contact your administrator with any questions.

Conversations

You can start a one-to-one conversation with all other users in your ginlo @work team. You'll find them in your ginlo @work Contacts.

Note: If you're a guest user (see also What is a "Guest" user?), you can only start new conversations with users that have previously started a conversation with you.

To start a one-to-one-conversation:

  1. In the Conversations module, tap to start a new conversation.

  2. Select a user you want to chat with.

  3. Type your message and send it.

    • In Android, tap .

    • In iOS, tap Send.

Your new conversation is shown on top of all conversations in the overview.

You can start a group conversation with all other users in your ginlo @work team. You'll find them in your ginlo @work Contacts.

Note: If you're a guest user (see also What is a "Guest" user?), you can only start new conversations with users that have previously started a conversation with you.

To start a group conversation:

  1. In the Conversations module, tap to start a new conversation.

  2. Tap New Group Conversation.

  3. Select the users you want to chat with, and confirm.

    Tip: If you have many contacts in your list, you can search for a specific contact (see also How do I search for a contact?).

    • In Android, tap .

    • In iOS, pull down to reveal the search field.

  4. Enter the name of the group conversation and confirm.

  5. Type your message and send it.

    • In Android, tap .

    • In iOS, tap Send.

Your new conversation is shown on top of all conversations in the overview. All participants see the conversation in their conversations overview.

Unfortunately, you can't delete a conversation at this time. You can, however, leave a group conversation (see also How do I leave a conversation?).

All participants except the initiator can leave a group conversation.

To leave a conversation:

  1. In the Conversations module, tap the desired conversation and open the edit view:

    • In Android, tap .

    • In iOS, tap the conversation title.

  2. Scroll down the list of participants, and tap Leave Group.

  3. Confirm that you want to leave the group conversation.

All participants receive a notification in the conversation. You can no longer receive or send any new messages as part of the conversation. However, you can still access the conversation history.

If you don't want to receive push notifications for every new message that arrives in a specific conversation, you can disable the notifications for this conversation.

To disable push notifications for a conversation:

  1. In the Conversations module, tap the desired conversation and open the edit view:

    • In Android, tap .

    • In iOS, tap the conversation title.

  2. Turn the No Push Notifications option on.

You'll no longer receive push notifications for new messages in this conversation. You can, of course, enable push notifications again at any time.

The symbols displayed next to the messages you wrote show their current sent status:

/ Sending the message

The message is being sent to the server. If this status persists for more than a couple of seconds, this may indicate a connection problem (e.g. you've lost connection to your wi-fi). Your message will be sent as soon as a connection is re-established.

Message sent to the server

The message has arrived on the server. From there it's being distributed to the recipients' devices. Currently, there's no separate indicator showing that a message was delivered to or read by the recipient.

Sending the message failed

The message could not be sent. Tap the symbol to resend the message.

The following size limits apply to conversations in ginlo @work:

  • A message can consist of up to 3000 characters.

  • A group conversation can have up to 250 participants.

  • A file sent in a conversation can have a size of up to 64 MB.

If you can't chat with a certain user anymore, it's most likely because your ginlo @work administrator has removed them from yourginlo @work team. That's easy to find out: The contact's profile picture has disappeared from your one-to-one and group conversations. In the one-to-one conversation with that user, the text "This user is no longer part of your ginlo @work team." is shown; in the corresponding group conversations, you'll see the text "[username] was removed". Please contact your administrator with any questions.

Contacts

All users in your ginlo @work team are automatically listed in your ginlo @work Contacts. So, you can just start a conversation with them ‑ either a one-to-one conversation with an individual or a group conversation.

Note: If you're a guest user (see also What is a "Guest" user?), your Contacts will only show users that have already contacted you.

You can add a picture to your profile that other users in your ginlo @work team can see in their ginlo @work Contacts, as well as in conversations next to messages you've sent.

To add a profile picture:

  1. Open Settings:

    • In Android, tap in the top left and select Settings.

  2. In iOS, tap in the bottom menu bar.

  3. Tap the picture placeholder.

  4. Add a picture:

    • To use an existing picture, tap Select a Photo, and select the desired picture from your device's gallery.

      Tap the checkmark icon to save your changes.

    • To take a new photo, tap Take a Photo.

Guests can initially not see or communicate with any other users in their team. However, all members in the team can find the guest in their contacts and can start one-to-one or group conversations with them. All participants in these conversations are then added to the guest's contacts, and the guest can then start new conversations with them.

Tip: Not sure if you or a certain user is a guest? Just check your list of Contacts: You'll find the label Guest next to the names of all users who have that role.

Settings

Your personal key is used to encrypt all your messages in ginlo @work. It is generated on your primary device when you create your account. You’ll need a copy of your key on every new device. The easiest way to get it there is to import it from a key backup you can create on your primary device. With such a backup, you can set up new devices without having to ask your ginlo @work administrator for help.

To create a key backup:

  1. Open Settings:

    • In Android, tap in the top left and select Settings.

    • In iOS, tap in the bottom menu bar.

  2. Tap Security Preferences, then tap Create Key Backup.

  3. Enter a key passphrase and confirm it.

  4. Tap Set Key Passphrase.

    This key passphrase protects your backup against unauthorized access.

Your key is now uploaded to the ginlo server. To import it to a new device, you just need to enter your key passphrase when you log in (see also How do I set up ginlo @work on another device?).

You can set a passcode to protect access to the ginlo app on your phone. When you set a passcode, you'll have to enter it to unlock the app at start.

To set a passcode:

  1. Open Settings:

    • In Android, tap in the top left and select Settings.

    • In iOS, tap in the bottom menu bar.

  2. Under Account, tap Security Preferences.

  3. Tap Enable Passcode.

    If you've already set a passcode to protect the Passwords module earlier, this one is now also used as ginlo passcode and you're all set.

  4. If you don't use the passcode in any place yet, define one now:

    • To define a simple passcode: Type a 4-digit passcode and repeat it.

    • To define a complex passcode: Tap Set Complex Passcode and enter a passcode that consists of 4 or more alphanumerical characters and repeat it. Tap OK.

If you're aginlo @work user and need support, please contact your ginlo @work administrator.

If your ginlo @work app crashes or stops responding, you can choose to send a crash log containing exceptions, e.g. an error or unexpected behavior, directly to Brabbler. This crash log is sent in the background and allows our software engineers to pinpoint the cause of the crash.

Administrator

In ginlo Team Manager, go to Users > Invite Users. You can invite users by entering their details manually or by uploading a CSV file with their details. During your 30-day free trial, you can invite up to 100 users to your team.

If there's a user invited to your ginlo @work team who lost their invitation e-mail or whose invitation has expired, you can resend the invitation e-mail. In this case, go to Users > Overview. Click and select Resend Invitation.

When creating a user, you can currently assign one of the following roles:

Member: Members can see and communicate with all other users in their ginlo @work team. This role is typically assigned to internal employees.

Guest: Guests can initially not see or communicate with any other users in their team. However, all members in the team can find the guest in their contacts and can start one-to-one or group conversations with them. All participants in these conversations are then added to the guest's contacts, and the guest can then start new conversations with them. This role is typically assigned to external communication partners, e.g. customers or contractors, who only need to be in touch with certain users in your organization.

Tip: For more details on how communication in ginlo @work works for users with different roles, please see our ginlo @work Getting Started Guides for Members and Guests.

Note: At this time, you can assign roles only when inviting a user. In one of the future versions, you'll also be able to change the role of an existing user.

That's quite simple:

  1. Install the ginlo @work app from the Google Play Store or Apple App Store.

  2. Log in with the e-mail address and account password you used to register with ginlo Team Manager.

  3. Import your key from the backup you created during registration in ginlo Team Manager. To do so, enter your key passphrase.

That's it - all users you've already invited into your ginlo @work team are automatically listed in Contacts. So, you can start chatting with them directly.

  1. On the Dashboard page of ginlo Team Manager, click Buy.

    You're now directed to the login page of the ginlo @workcustomer portal.

    Tip: If you're not automatically redirected to the login page, type work.ginlo.net into the address field of your browser.

  2. Log in with your registered e-mail address and account password.

  3. Under Order & Billing, fill in the order form and click Buy Now.

Your invoices will be sent to your billing e-mail address.

  1. On the login page of ginlo Team Manager, the ginlo @work app, or the ginlo customer portal (work.ginlo.net), select Forgot Your Account Password?

  2. Enter the e-mail address you used to register with ginlo Team Manager, and select OK.

  3. Click on the link in the e-mail sent to your e-mail address. This helps confirm that you (and not an attacker) are changing your password.

  4. Define a new account password and confirm it.

    Note: We recommend that you use a strong, unique password containing for example uppercase letters, numbers, and special characters.

  5. Select OK.

Back on the login screen, you can log in with your new account password.

When a user wants to set up the ginlo @work app on a new device, they can send you a request to restore their key for them if they don't have their own key backup or forgot their key passphrase. In this case you'll receive a notification via e-mail.

Important note: To make sure that all other users in your team can still communicate with a user whose key has been restored, they all need the ginlo @work app version 1.0101 or above.

To restore a user's key:

  1. For security reasons, verify the origin of the request and ensure that it was really that user who sent it, e.g. by checking back via phone or e-mail.

  2. Log in to ginlo Team Manager.

  3. In the navigation bar, select Users > Overview.

    You'll see a list of all users.

  4. Select the user who sent the request.

    Note: You can also identify the affected user by their status, which has changed from Active to Key Requested.

  5. Click , then select Restore Key.

  6. Authenticate yourself with your key passphrase and click OK.

The user will be automatically notified and is now all set to use the ginlo @work app on their new device as usual.

Below, you'll find the minimum system requirements for running ginlo Team Manager on a Windows PC or Mac:

Requirement

macOS

Windows

OS

10.9 (Mavericks)

Windows 7 (64 bit)

Screen resolution

1024 x 768

1024 x 768

Hardware

Dual Core Processor

4 GB RAM

Dual Core Processor

4 GB RAM

Recommended HD space

100 MB

100 MB

Below, you'll find the minimum system requirements for running the ginlo @work app on an Android phone or an iPhone:

Requirement

iOS

Android

OS

10.2

5.x

Screen size

4-inch display

4.3-inch display

Orientation

Portrait only (except for preview of attachments)

Portrait only (except for preview of attachments)

Recommended HD space

50 MB app

1 GB personal data

50 MB app

1 GB personal data

The ginlo @work app has been tested and verified on the following Android smartphones and iPhones:

Device

OS

LG 4

Android 6.0.1

Samsung Galaxy S7

Android 7.0

Sony Xperia XZ

Android 7.1.1

Google Pixel

Android 8.1

iPhone 5

iOS 10.3.3

iPhone 5s

iOS 11.0.1

iPhone 6

iOS 11.0.3

iPhone 7 Plus

iOS 11.1.2

With other devices, you may - in exceptional cases - encounter minor functionality or display issues even if they fulfill the above-mentioned minimum requirements. So, please use our free trial period in order to test ginlo @work on the devices you're using in your organization.

We’re not officially supporting tablets at the moment: You’re welcome to give it a spin (and in many cases, this will work fine), but unfortunately, we won’t be able to take care of bugs you come across.

For our websites "www.ginlo.net" and "work.ginlo.net", we recommend that you use the latest version of one of the following browsers:

  • Chrome

  • Safari

  • Firefox

  • Internet Explorer 11

  • Edge

  • Chrome for Mobile

  • Safari mobile version

  • Android default browser

The ginlo @work app, ginlo Team Manager as well as our websites "www.ginlo.net" and "work.ginlo.net" are available in English and German. More languages are planned.

If you're a ginlo @work administrator and need support, please contact our Customer Care.

For ginlo Team Manager, a log containing errors is sent in the background by default. However, you can opt out during registration or at any time later in Settings.

For the ginlo @work app, there are 2 types of log files a user can send to support troubleshooting: an app log and an app crash log.

App log

Users can send their app log file to you. To do so, they only need to open their ginlo @work app, go to Settings, and choose Get Support > Send Log File Now. You as the administrator can then forward it to Brabbler if required.

Important note: Make sure you remove all user-related data, e.g. the sender's name and e-mail address, before forwarding the app log to Brabbler.

The app log contains the following data:

  • App name

  • App version

  • Vendor ID (device ID)

  • Mono version

  • OS version

  • Device model

  • Server request ID and end point for every failed call to the server

  • IDs of incoming and sent messages

  • Views the users navigates to

  • Actions (taps) performed by the user

Crash log

If a user's ginlo @work app crashes or stops responding, they can choose to send a crash log containing exceptions, e.g. an error or unexpected behavior, directly to Brabbler. The crash log is sent in the background and doesn't contain any personal information. For more information about data handling and data privacy, please see our ginlo @work Privacy Whitepaper.