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FAQs


Like to take a closer look at our FAQs ? You’ll find answers to the most frequently asked questions there.

General

ginlo Business has been designed to fit the specific needs of organizations. For example, one feature found only in this version is the ability to configure the app through Mobile Device Management software solutions or the Management Cockpit.

You can read more about ginlo Business features under Features.

Yes, it is possible for ginlo Business users to communicate with private ginlo users. Another option is to run both versions of the app on the same device. This ensures a clear separation between private and business communication.

You can switch from ginlo to ginlo Business at any time by using the backup process. For more information on how this works, please see the question “Is there a backup function?”

The administrator can use the Management Cockpit to create user accounts and assign licenses. Your employees will then automatically receive an invitation via e-mail or SMS. The ginlo Business app can be downloaded for free from the App Store. After registration, the user is then automatically added to the groups and channels assigned to them by the administrator.

ginlo Business supports Android for Work (Android 5.0 and above) and Managed App Configuration (iOS 8.0 and above), meaning it can be distributed to employees and centrally configured using a Mobile Device Management (MDM) solution. We support the following MDM solutions:

  • MobileIron

  • VMware AirWatch

  • IBM MaaS360

  • JAMD software

For more information, please see the related documentation in the Downloads section.

The guaranteed availability level (SLA) for ginlo Business is 99.5%.

To deactivate specific functions in ginlo Business, access to the ginlo Management Cockpit or a Mobile Device Management (MDM) solution is required. Either of those mechanisms allow for configuration of specific security policies, such as minimum password strength. For more information, please see the FAQ on the Management Cockpit and the documentation on ”EMM Solutions” in the Downloads section.

The ginlo Business app can be downloaded from the Apple App Store and Google Play Store and used for 30 days at no cost. After the expiration of that period, users must unlock the app using a login code or in-app purchase.

Please use the order form to request a license. You can also purchase a license right in the app.

Yes, you can expand your existing contingent of licenses at any time via the Management Cockpit. The licenses are then available for immediate activation and can be assigned to additional users.

Mobile App

Please check your system settings.

In iOS:

Open your iPhone’s system settings and go to “Notifications”. Check if push notifications are enabled in general. Then find the ginlo Business app (or your corporate solution) in the list of apps and check if push notifications are enabled here as well.

In Android:

In Android, push notifications are usually enabled automatically. If this is not the case or the permission was not granted during the installation of ginlo Business or ginlo Corporate, please enable push notifications it in the system settings of your smartphone. Usually you will find the option under “Sounds and Notifications” -> “App Notifications” or in the application manager – depending on your smartphone and operating system version.

To connect you with your colleagues via ginlo Business, an identifier is required, and this is your mobile number. During the registration process, you receive an SMS to verify that you have access to the given mobile number.

Please make sure that you have stored the mobile numbers of the corresponding colleagues in the address book of your smartphone. Alternatively, you can use the e-mail directory. This feature allows you to find all colleagues that have registered with the same corporate e-mail domain as you – without the need of having their mobile numbers stored on your phone.

You have the possibility to store your chat history and your contacts in a backup. Your backup will be encrypted and deposited in iCloud or Google Drive, protected with a password. During a new installation, it can be used to retrieve your old data. In this way, you can also change devices without data loss. To create a backup, please open the settings of the app and tap “Backup”. You need to create the first backup manually. Subsequently, you can determine the intervals at which automatic backups are to be made.

To restore data from the backup, please follow the normal registration process after the new installation. If your mobile number is recognized, you will automatically be informed about your possibilities of importing a backup.

All messages sent via ginlo are encrypted symmetrically on the sender’s smartphone using AES-256. They are then SSL-encrypted during the transmission to the recipient via the ginlo servers. In order for the recipient to be able to read the message, they need the corresponding key.

Before this key is sent, it is asymmetrically encrypted for each recipient using RSA-2048. This procedure involves a public key for encryption and a private key for decryption. The private key never leaves the smartphone of the owner and is only stored locally. The key that is needed to read the message can thus only be decrypted on the phone of the corresponding recipient. Other communication partners, Brabbler AG as the ginlo provider, or possible attackers that get hold of the AES key are thus unable to read the encrypted message.

For more information, please refer to the Security section.

Documents, media, contacts, and locations: In the chat window, tap the “+” symbol to the left of the text input field. Then select the desired type of document and document from the context menu.

Voice messages: As long as no text has been typed in, you see a Microphone symbol on the right side of the text input field. Tap and hold it to record a voice message.

A self-destructing message erases itself automatically from the recipient’s smartphone after a certain amount of time. You can set up a countdown so that the message is erased after a predefined amount of time, or you can choose a specific point in time when this message should cease to be available. To make a message self-destructing, tap “self-destruction” under the text input field and select the required setting.

With a timed message, you can determine when it is sent. To send a timed message, tap “Timed message” under the text input field and select the desired time. Timed messages that haven’t been sent yet are shown in a list view in the corresponding chat. You can find these by tapping the clock symbol in the upper right of the chat window.

The color code of your ginlo contacts tells you how sure you can be about the identity of a specific contact.

Red status: Your contact also uses ginlo; however, you have not chatted yet with each other.

Yellow status: You have already communicated with the corresponding contact. You or your contact have already sent a message to the other and the counterpart has confirmed the contact.

Green status: The highest level of trust, for which you and your contact not only must have been in contact, but also must have personally met and exchanged your ginlo keys by scanning the QR code. You can access the QR code via “Settings > Profile”. You can do a scan by opening the corresponding contact in “Contacts” and then tapping “Scan contact”.

Web Messenger

If you decide to trust the browser you are using, your data will be saved locally in encrypted format. This allows you to reaccess the data easily at a later date. If you do not trust the browser, for example, if you are using ginlo in an insecure environment, a temporary session is created, and the data will not be permanently saved in the browser being used. In order to protect your data, all content from the browser session will be deleted after you sign out.

Your profile picture, name, or status can be changed in just a few short steps. Click “Profile” in the menu. Here, you can choose a new profile picture, change your profile name and set your own status. Under “Profile” you can also add and verify the mobile number and e-mail address linked to your account. If your profile is managed by an administrator, it may not be possible to change some data fields such as Name or Department. Your ginlo ID cannot be changed either. This ID remains the same for as long as you use ginlo – and allows other users to find you.

Please check your system settings. Go to “Settings” and check whether notifications are allowed in general and whether audio notifications are turned on.

There are various ways of finding and writing to contacts. If you already use ginlo on your smartphone, the address book will be transferred automatically via the device coupling feature. These contacts will then be displayed under “My contacts”. If you have verified a company e-mail address, you will be able to find other colleagues with the same e-mail domain in the directory. If your account is managed by an administrator, you will now also be able to search the directory for your colleagues using their names or e-mail addresses. What’s more, you can also search the directory using the complete mobile numbers and e-mail addresses of other users in order to contact them.

As of release 2.1, it is possible to use several devices including smartphones or desktop browsers via the same account. The content of your communications will be synced via all your devices. To add a new device to your account, simply use one that is already linked to your account and go to “Settings”, select “Manage device” and then “Add device”. A 9-digit authorization code will be displayed. You then have 5 minutes to enter this code into the registration screen on the new device. Then check the data of the new device (name and key number) on the existing one and authorize the new device. Once the devices have been successfully coupled, messages and contacts will be synced between the devices.

The device password is an important security anchor when it comes to protecting your data. It should be made as complex as possible and requested whenever the application is launched. For reasons of security, device passwords are not saved on ginlo servers. If you forget your device password, you can request a recovery code to unlock the application. To do so, click on “Password forgotten” in the login screen and select the channel (SMS or e-mail) via which you would like to receive the code. In the background, your local application will send a Password Recovery Token to the server to generate your recovery code. As soon as you have unlocked the application with the recovery code, you will be able to set a new device password for your application.

Please note: Managed accounts require the authorization of the administrator before a recovery code can be sent.

Tap on the Paperclip icon to the left of the text input field to send images, videos, files, and contacts. Select the attachment you wish to send from its current location and a preview screen will open. Here, you can add further attachments if you want. If you also enter a message in the text input field, it will be displayed below the last attachment.

The Microphone icon to the right of the text input field lets you record and send voice messages. The first time you want to record a voice message, the browser will ask for permission to access the microphone.

Next to the text input field there are three vertical dots via which you can make it a high-priority, timed or self-destructing message. Any combination of the 3 options is possible.

High priority: High-priority messages are highlighted to emphasize their urgency. The push notifications and preview banners for such messages are also marked as “Important”.

Time sent: This feature lets you set the time at which the message is to be sent. Tap “Time sent” under the text input field and select a time. Messages attributed with a time to be sent that has not yet been reached are displayed in the respective chat with a Clock icon. The message is then sent automatically at the designated time.

Self-destruction: Self-destructing messages are deleted automatically from the recipient’s device after a given length of time. You can set up a countdown so that the message deletes itself after the set amount of time or select a specific time after which the message will no longer be available.

The color code of your ginlo contacts tells you how sure you can be about the identity of a specific contact.

Red status:

Your contact also uses ginlo; however, you have not chatted yet with each other.

Yellow status:

You have already communicated with the corresponding contact. You or your contact have already sent a message to the other and the counterpart has confirmed the contact.

Green status:

The highest level of trust, for which you and your contact not only must have been in contact, but also must have personally met and exchanged your ginlo keys by scanning the QR code. You can access the QR code via “Settings > Profile”. You can do a scan by opening the corresponding contact in “Contacts” and then tapping “Scan contact”.

All messages sent via ginlo are symmetrically encrypted on the sender’s phone using AES-256 and transmitted to the recipient via the ginlo servers using SSL encryption. Your recipient needs the corresponding key in order to read the messages. This key is asymmetrically encrypted and sent individually to each recipient of the message using the RSA-2048 method. With this approach, a public key is used for encryption and a private key for decryption. The key ultimately needed to read the message can thus only be decrypted on the respective recipient’s device. Other communication partners, Brabbler AG as the provider of ginlo, or any attackers who might be attempting to acquire the AES key, are therefore incapable of decrypting and reading the encrypted message. For more information, please head over to Security.

Management Cockpit

A designated administrator can test the Management Cockpit, even before a concrete number of licenses has been ordered. To do so, simply register your company and administrator and you will receive access data to the Management Cockpit shortly after You can then decide how many licenses you wish to order.

For security reasons, the Management Cockpit is secured through a personal browser certificate. After registration, the denoted administrator will receive the certificate via e-mail. Once this is installed, the Management Cockpit can be loaded.

First double-click on the certificate. On a Windows computer this will launch the “Certificate Import Wizard,” while on a Mac it will open the “Keychain.” Follow the instructions to import the browser certificate and enter the 6-digit certificate code from the SMS. The certificate will now be stored centrally and available to the computer’s various browsers. We recommend using the latest version of Internet Explorer, Chrome, Firefox or Safari. Use one of these browsers to open the link to the Management Cockpit contained in the e-mail.

We review each new registration individually, which can sometimes take a bit of time. We apologize for the inconvenience. If you haven’t received your login data within one working day, please contact us directly at b2b-support@ginlo.net.

A certificate is a digitally signed procedure that allows for secure transmission of information on the internet. Certificates are commonly used by web browsers, e-mail programs, and chat apps. When you exchange information with secure websites such as the ginlo Management Cockpit, that data is sent in encrypted form. This protects your login and other information.

More information for Windows users:

Microsoft provides general information about certificates and their components in Windows 7 here. We’ve included a section earlier in this FAQ on how to import a certificate using the “Certificate Import Wizard.” For more information on the import process, please click here.

More information for macOS users:

Apple provides general information about certificates and how they work in macOS Sierra here. We’ve included a section earlier in this FAQ on how to import a certificate using the “Keychain.” For more information on the import process, please click here.

Once you’ve installed the certificate, please terminate the browser completely and then reload the Cockpit. The Management Cockpit looks for the browser certificate the first time it is opened. Depending on which browser you’re using, a dialog box will open asking you to confirm the stored certificate.

Some browsers such as Firefox do not access your computer’s central certificate library. In this case, open the browser settings, navigate to the certificates (in Firefox at “Settings > Data Privacy & Security > Certificates > View Certificates > Your Certificates”) and import the certificate from wherever you have stored it. To make this process easier, store the certificate in an easy-to-find location such as the Desktop. Close the browser and then reopen it. You can now open the Management Cockpit.

The Management Cockpit uses JavaScript. Your browser may have JavaScript deactivated. This can happen, e.g. when you update your browser or install new security software or security patches. If you experience problems with the depiction of the Management Cockpit, please check whether JavaScript is activated. The following links provide information on how to activate JavaScript:

Your browser’s handling of certificates can vary by browser type and your company’s specific IT security policies. You will always be asked to confirm the certificate the first time you start the Cockpit. This is necessary to authenticate yourself as a verified user. The browsers can be configured to remember that setting:

In Internet Explorer and Chrome:

If Internet Explorer or Chrome (on a Windows PC) continues to request confirmation of the certificate beyond the first time you open the Cockpit, please go to “Display Certificate Properties > Install Certificate > Certificate Import Wizard.” Then open the “Certificate Library”, select the destination folder “Trusted Publisher”, and then confirm the change. The browser will then recognize the certificate as trustworthy and will stop requiring confirmation.

In Firefox:

The Firefox browser has the functionality to remember this setting and automatically verify the certificate upon launch instead of requiring confirmation. Unfortunately, some Firefox versions contain an unresolved bug that prevents this from working properly.

After registering and logging in to the Management Cockpit for the first time, you receive an e-mail with your personal recovery password. Use it to reset your password by clicking the “Password Forgotten” link on the login screen of the Management Cockpit. Please note that the recovery password can only be used one time. Once you’ve used it to log in, you will automatically be sent a new recovery password via e-mail.

Yes, absolutely. You control who can access ginlo Business through license assignment. Create a user account and assign a license for those users you wish to add. You can review when licenses expire on the License Overview page.

No, it is possible to create user accounts based solely on a mobile number. If, however, a business e-mail address is provided, the user will receive the invitation by e-mail, not SMS, and can access the shared e-mail directory within the app.

ginlo Business makes it possible to set up as many internal company channels as desired. You can specify the recipients for each channel individually, including assigning write permissions for the channel.

“App Settings” allows for custom management of individual functions — from media and password policies to password complexity — to put your compliance guidelines into practice. Any changes you apply will become active within 24 hours.

ginlo Business can be customized to fit your company’s specifications, including a corporate logo and a color scheme to match your corporate design. The “App Design” section allows you to upload a logo and change the color scheme. The preview function lets you review the current design of the app at any time. Once you apply the changes, they will be visible to users within 24 hours.