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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

If you don't find your invitation to ginlo @work anymore or the 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 others in your team. :-)

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.

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.

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 Contacts: You'll find the label Guest next to the names of all users who have that role.

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.

If you can't log in to the ginlo @work messenger 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.

Users

If you're a ginlo @work user, please get in touch with your ginlo @work administrator. If needed, you can find their name in the mobile app or the desktop client under Settings > Get Support.

Administrators

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

Mobile

You're new to ginlo @work and have received an invitation e-mail from your administrator? Great, then just install the mobile messenger app on your smartphone, scan the QR code in the e-mail, and follow the instructions on the screen.

Want more detailed information? Then just download our Getting Started Guide that takes you through the process step by step.

Before getting started in the mobile messenger app, there's just one more thing to do: Create a backup of your key (see also How do I create a key backup in the messenger app for Windows?) in the messenger app for Windows - it's just a few clicks, we promise! After that, you can log in to the mobile messenger app.

To log in to the mobile messenger app:

  1. Install the mobile messenger app on your smartphone – via the Apple App Store or the Google Play Store.

  2. Start ginlo @work and tap Login.

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

  4. To get your existing content in here, import your personal key.

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

The mobile messenger app now downloads all your existing ginlo @work contacts and conversations.Then you're ready to start chatting.

What if I have problems with my key backup or my 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 to log in to the mobile messenger app?) from your administrator.

  1. Install the mobile messenger app on your smartphone – via the Apple App Store or the Google Play Store.

  2. Start ginlo @work and tap Login.

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

  4. To get your existing content in here, import your personal key.

    Note: Your personal key is located on the devices on which you've used ginlo @work so far. You can import it to your new device if you've created a backup of it on your old phone (see also How do I create a key backup in the mobile messenger app?) or your Windows PC (see also How do I create a key backup in the messenger app for Windows?).

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

The mobile messenger app now downloads all your existing ginlo @work contacts and conversations.Then you're ready to start chatting.

What if I have problems with my key backup or my 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 to log in to the mobile messenger app?) from your administrator.

  1. On the login screen, tap Forgot Your Account Password?.

  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.

Want to log in to your ginlo @work on your smartphone, but have forgotten your key passphrase? Then you have two options:

To reset your key passphrase:

  1. Open the messenger app on your Windows PC or your other smartphone.

  2. Go to Settings.

  3. Select Security Preferences > Change Key Passphrase.

  4. 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.

  5. Select Set Key Passphrase.

Your key backup is now protected with the new key passphrase. On your new smartphone, please restart the mobile messenger app and log in again. You can now use your new key passphrase.

When setting up the mobile messenger app on a new smartphone, 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 smartphone.

To request a copy of your key:

  1. On the new smartphone, start the mobile messenger app 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 mobile messenger app, tap Continue.

  6. Before you dive in, we recommend you create a backup of your key. Then you don't have to ask your administrator for help the next time you want to set up a new device. To do so, tap Security Settings > Create Key Backup, and follow the instructions on the screen.

  7. If you want to start chatting straight away, tap Let's Dive in. In this case, please don't forget to create a backup later in Settings (see also How do I create a key backup in the messenger app for Windows?).

You can set a passcode to protect access to ginlo 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. Tap Security Preferences.

  3. Tap Enable Passcode.

    • 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.

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

Then, you can re-install the app and log in as described here (see also I've lost my phone. How can I get ginlo @work up and running on my new one?).

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 in the mobile messenger app:

  1. Open Settings:

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

    • In iOS, tap in the bottom menu bar.

  2. Tap the picture placeholder.

  3. Add a picture:

    • To use an existing picture, tap Select a Photo, andselect 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.

You can start a one-to-one or 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 conversation in the mobile messenger app:

In the Conversations overview, tap .

To start a one-to-one conversation, simply select a name in the list.

To start a group conversation, tap New Group Conversation and select the desired participants. Add a Group Name, and you’re done.

If you're the administrator of a group conversation, you can add and remove participants from it.

To add or remove participants in the mobile messenger app:

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

    • In Android, tap .

    • In iOS, tap the conversation title.

  2. To add participants, tap Add Participants, and select the desired contacts.

    Notes:

    • If you're a guest user (see also What is a "Guest" user?), you can only add users that have previously started a conversation with you.

    • New participants won't see any messages sent before they were added.

  3. To remove a participant, tap the participant's name and select Remove Participant.

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

All participants except the administrator can leave a group conversation.

To leave a group conversation in the mobile messenger app:

  1. In the Conversations overview, 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 in the mobile messenger app:

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

    • In Android, tap .

    • In iOS, tap the conversation title.

  2. Turn the Sounds & Notifications option off.

You'll no longer receive notifications for new messages in this conversation. You can, of course, enable 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 couldn't be sent. Tap the symbol to resend the message.

There are 2 types of log files that you can send to support troubleshooting: an app log and a crash log.

App log

This log is constantly updated in the background. If you report a bug in the mobile messenger app, your administrator may ask you to send it to them. To do so, just go to Settings > Get Support > Send Log File Now. The administrator can then forward it to our Customer Care. 

The app log contains the following data:

  • App ID

  • App name

  • App version

  • Vendor ID (device ID)

  • OS version

  • Device model

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

  • IDs of incoming and sent messages, conversations, and users in the team
    These are IDs assigned by the system - no real names of users or groups.

  • Views the users navigates to

  • Actions (taps) performed by the user

Crash log

If your mobile messenger app crashes or stops responding for the first time, you'll be asked if you want to send a crash log to us. This helps us improve the overall stability of the app. 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 contains the following data:

  • App ID

  • App name

  • App version

  • OS version

  • Device model

  • Date and time the error occurred

  • Error, e.g. Inconsistency detected. Invalid view holder adapter positionViewHolder{c9e5e20 position=28 id=636617355702660000, oldPos=25, pLpos:25 scrap [attachedScrap] tmpDetached no parent} android.support.v7.widget.RecyclerView{7a7d8c4 VFED..... .F....ID 0,240-1080,1610 #7f0b00d8 app:id/conversations_recyclerview_messages}, adapter:md52295f0290af090920ccc6538bb8a6cad.GinloChatAdapter@87e0248, layout:android.support.v7.widget.LinearLayoutManager@cc77c5c, context:ag.brabbler.ginlo.work.GinloChatActivity@dd1830a

For more information about data handling and data privacy, please see our ginlo @work Privacy Whitepaper.

Your personal key is used to encrypt all your messages in ginlo @work. It is generated on your primary device when you activate 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 in your mobile messenger app:

  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.

    This key passphrase protects your backup against unauthorized access.

  4. Tap Set Key Passphrase.

Done! Now you can import your key to a new device, simply by entering your key passphrase when you're asked for it after logging in on a new phone (see also I've lost my phone. How can I get ginlo @work up and running on my new one?) or a Windows PC (see also I've registered on my phone. How can I use ginlo @work on Windows, too?).

Windows

To install the messenger app for Windows, please download the EXE installation file: https://files.ginlo.net/windows/exe/latest

Note: For the installation using the EXE file you need local administrator rights.

Administrators can also centrally roll out the messenger app for Windows across multiple devices (see also How do I roll out the messenger app for Windows?).

You're new to ginlo @work and have received an invitation e-mail from your administrator? Great, then just install the messenger app for Windows, enter the activation code from the e-mail, and follow the instructions on the screen.

Want more detailed information? Then just download our Getting Started Guide that takes you through the process step by step.

Before getting started in the messenger app for Windows, there's just one more thing to do: Create a backup of your key (see also How do I create a key backup in the mobile messenger app?) in the mobile messenger app - it's just a few taps, we promise! After that, you can log in on Windows.

To log in to the messenger app for Windows:

  1. If you haven't done so already, install the messenger app for Windows (see also How do I install the messenger app for Windows on my PC?), and open it.

  2. Click Login.

  3. Enter your e-mail address and your account password, then click Login.

  4. To get your existing content in here, import your personal key.

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

The messenger app for Windows now downloads your existing ginlo @work contacts and conversations. Then you're all set to start chatting.

What if I have problems with my key backup or my passphrase?

Don't worry: In this case, you can request a copy of your key (see also How do request a copy of my key to log in to the messenger app for Windows?) from your administrator.

  1. If you haven't done so already, install the messenger app for Windows (see also How do I install the messenger app for Windows on my PC?), and open it.

  2. Click Login.

  3. Enter your e-mail address and your account password, then click Login.

  4. To get your existing content in here, import your personal key.

    Note: Your personal key is located on the devices on which you've used ginlo @work so far. You can import it to your new device if you've created a backup on your old Windows PC (see also How do I create a key backup in the messenger app for Windows?) or on your smartphone (see also How do I create a key backup in the mobile messenger app?).

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

The messenger app for Windows now downloads your existing ginlo @work contacts and conversations. Then you're all set to start chatting.

What if I have problems with my key backup or my passphrase?

Don't worry: In this case, you can request a copy of your key (see also How do request a copy of my key to log in to the messenger app for Windows?) from your administrator.

  1. On the login screen, tap Forgot Your Account Password?.

  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.

Want to log in to your ginlo @work account on your Windows PC, but have forgotten your key passphrase? Then you have two options:

To reset your key passphrase:

  1. Open the messenger app on your smartphone or other Windows PC.

  2. Go to Settings.

  3. Select Security Preferences > Change Key Passphrase.

  4. 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.

  5. Select Set Key Passphrase.

Your key backup is now protected with the new key passphrase. On your new PC, please restart the messenger app for Windows and log in again. You can now use your new key passphrase.

When setting up the messenger app on a new Windows PC, 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 PC.

To request a copy of your key:

  1. On the new Windows PC, start the messenger app for Windows and click Login.

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

  3. Click on I can't create a backup anymore, then click 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 messenger app for Windows, click Continue.

  6. Before you dive in, we recommend you create a backup of your key. Then you don't have to ask your administrator for help the next time you want to set up a new device. To do so, click Create Key Backup, and follow the instructions on the screen.

  7. If you want to start chatting straight away, click Not Now. In this case, please don't forget to create a backup later in Settings (see also How do I create a key backup in the mobile messenger app?).

You can start a one-to-one or 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 conversation in the messenger app for Windows:

Click in the top right of the Conversations overview.

To start a one-to-one conversation, simply click a name in the list.

To start a group conversation, click New Group Conversation and select the desired participants. Add a Group Name, and click Create.

If you're the administrator of a group conversation, you can add and remove participants from it.

To add or remove participants in the messenger app for Windows:

  1. In the Conversations overview, select the desired conversation.

  2. Click the conversation name in the upper right part of the window.

  3. To add participants, click Add Participants, and select the desired contacts.

    Notes:

    • If you're a guest user (see also What is a "Guest" user?), you can only add users that have previously started a conversation with you.

    • New participants won't see any messages sent before they were added.

  4. To remove a participant, click next to the participant's name.

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

All participants except the administrator can leave a group conversation.

To leave a group conversation in the messenger app for Windows:

  1. In the Conversations overview, select the desired conversation.

  2. Click the conversation name in the upper right part of the window.

  3. In the list of participants, click Leave Group to the right of your name.

  4. 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.

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 couldn't be sent. Click the symbol to resend the message.

There are 2 types of log files that you can send to support troubleshooting: an app log and a crash log.

App log

This log is constantly updated in the background. If you report a bug in the mobile messenger app, your administrator may ask you to send it to them. To do so, just go to Settings > Get Support > Send Log File Now. The administrator can then forward it to our Customer Care. 

The app log contains the following data:

  • App version

  • Date and time the error occurred

  • Error, e.g. NullReferenceExceptionBrabbler.Ginlo.Wpf.Behaviors.TextMessageBehavior in LinkOnClick

Crash log

Whenever the messenger app for Windows crashes, a crash log is automatically sent to us in the background. This helps us improve the overall stability of the app. The crash log contains the following data:

  • OS version

  • Architecture: x86 (32 bit) or x64 (64 bit)

  • .NET Framework version

  • Date and time the error occurred

  • Error, e.g. NullReferenceExceptionBrabbler.Ginlo.Wpf.Behaviors.TextMessageBehavior in LinkOnClick

  • For more information about data handling and data privacy, please see our ginlo @work Privacy Whitepaper.

For more information about data handling and data privacy, please see our ginlo @work Privacy Whitepaper.

Your personal key is used to encrypt all your messages in ginlo @work. It is generated on your primary device when you activate 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 in the messenger app for Windows:

  1. In the messenger app for Windows, click in the bottom left to open Settings.

  2. Under Security Preferences, select Create Key Backup.

  3. Enter a key passphrase and confirm it.

    This key passphrase protects your backup against unauthorized access.

  4. Click Create Key Backup.

Done! Now you can import your key to a new device, simply by entering your key passphrase when you're asked for it after logging in on a new phone (see also I've lost my phone. How can I get ginlo @work up and running on my new one?) or a Windows PC (see also I've registered on my phone. How can I use ginlo @work on Windows, too?).

Admin

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 > Open Issues. 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 Guide.

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.

To centrally roll out the messenger app for Windows, please use our MSI file: https://files.ginlo.net/windows/msi/latest

Important note: The MSI only installs the messenger app, i.e. all required system components must be installed separately for the app to work properly:

That's quite simple - since you already have an account, you only need to log in:

  1. To set up the mobile messenger app, install it from the Google Play Store or Apple App Store.

  2. To set up the messenger app for Windows, install it on your computer (see also How do I install the messenger app for Windows on my PC?).

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

  4. 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 ginlo Team Manager Dashboard, click Buy.

    You're now directed to the login screen of the ginlo @work customer portal.

    Tip: If you're not automatically redirected to the login screen, 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.

    Note: Currently, you can purchase a maximum number of 200 seats. For more seats, please get in touch with our Customer Care.

  4. Agree to the Terms by checking the box in the upper right of the screen.

  5. Click Buy Now.

You'll receive a confirmation e-mail about your purchase.

Increasing the number of seats in your ginlo @work subscription is as easy as it gets:

Yearly billing

If you're billed yearly, just send a quick note with the new number of seats to our Customer Care. They'll take care of the rest for you. :-)

The added seats are immediately available. They will be invoiced proportionately for your current contract year. The current month, however, won't be counted.

Monthly billing

If you're billed monthly, you can easily add more seats yourself:

  1. On the ginlo Team Manager Dashboard, click Show Subscription.

    You're now directed to the login screen of the ginlo @work customer portal.

    Tip: If you're not automatically redirected to the login screen, 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, enter the number of seats you want from now on in the Number of Users field.

    Note: Currently, you can purchase a maximum number of 200 seats. For more seats, please get in touch with our Customer Care.

  4. Agree to the Terms by checking the box in the upper right of the screen.

  5. Click Buy Now.

You'll receive a confirmation e-mail about your purchase. The added seats are immediately available. They will be billed as of the following month.

  1. On the login screen, tap Forgot Your Account Password?.

  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.

When a user wants to set up the messenger app on a new device or reinstall it, 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.

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 > Open Issues.

    You can identify affected users by their status Key Requested.

  4. Select the desired user in the list and click .

  5. 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 messenger app as usual.

ginlo Team Manager allows you, as an administrator, to export and decrypt the messages of active as well as archived users from a given time interval. The exported archive contains text messages and (as an option) attachments. You should only use the export feature if gaining access to this content is in the legitimate interest of the organization. Active users whose message archives are exported will be informed via e-mail.

To export a user's message archive:

  1. Select the desired user:

    • To export the messages of an active user, select Users > Overview in the navigation bar.

    • To export the messages of an archived user, select Users > Archived Users.

  2. Select the desired user in the list and click .

  3. Select Export Message Archive.

    The Export Message Archive dialog is displayed.

  4. Enter a start and end date for the data to export as well as the folder where you want to store the message archive.

  5. The Include Attachments option is enabled by default. To exclude attachments from the export, disable it.

  6. To confirm that you're allowed to export a message archive, enter your key passphrase.

  7. Click Export.

The user's text messages and attachments are exported separately for each one-to-one and group conversation. All text messages are written to one text file (named messages.txt) per one-to-one and group conversation. The folder structure and naming is as follows:

/firstname_lastname_YYYY-MM-DDTHHmmss.sss/

.../OneToOne/

.../name of participant/

messages.txt

attachment files

.../Group/

.../name of group/

messages.txt

attachment files

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

Requirement

macOS

Windows

OS

10.9 (Mavericks)

Windows 7 (64 bit)

Screen resolution

1024 x 768

1024 x 768

Hardware

Dual Core x86 Processor

4 GB RAM

Dual Core x86 Processor

4 GB RAM

Recommended free HD space

100 MB

100 MB

Below, you'll find the minimum system requirements for running the mobile messenger app on an iPhone or Android smartphone:

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 mobile messenger app has been tested and verified on the following devices:

Device

OS

Samsung Galaxy S9

Android 8.0

Samsung Galaxy S7

Android 7.0

Samsung Galaxy Note8

Android 7.1.1

Sony Xperia XZ

Android 7.1.1

Sony Xperia Z3

Android 6.0.1

Apple iPhone X

iOS 12.1.1

Apple iPhone 8

iOS 11.4.0

Apple iPhone 7 Plus

iOS 11.2.0

Apple iPhone 6s Plus

iOS 12.0.1

Apple iPhone 6

iOS 11.4.1/11.0.3

Apple iPhone 5s

iOS 11.0.1

Apple iPhone 5

iOS 10.3.3

LG 4

Android 6.0.1

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.

Below, you'll find the minimum system requirements for running the messenger app for Windows:

Requirement

Windows

OS

Windows 7 (32/64 bit)

Windows 8 (32/64 bit)

Windows 10 (32/64 bit)

Screen resolution

1024 x 768

Hardware

Dual Core x86 Processor

2 GB RAM

Recommended free HD space

1 GB

Windows Media Player (to play video or audio files)

Version 10

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

All our applications as well as our websites "www.ginlo.net" and "work.ginlo.net" are available in English and German. More languages are planned.

ginlo Team Manager

There are 2 types of log files you as the admin can send to support troubleshooting: a Team Manager log and an error log.

Team Manager log

This log is constantly updated in the background and saved to the following file:

  • On Windows: C:\Users\Username\AppData\Roaming\ginlo Team Manager\gtm.log

  • On macOS: /Users/Username/Library/Application Support/ginlo Team Manager/gtm.log

Please send this log to our Customer Care when reporting a bug in ginlo @work, as this helps during investigation.

The Team Manager log contains the following data:

  • Severity of logged event (info, warning, or error)

  • Log message, e.g. "cannot login: user is not authorized"

  • Affected source code section

  • Date and time the event occurred

  • Build date and version

  • Client ID

  • User agent (device type, device model, operating system, and device ID)

  • Admin's user ID

    This is an ID assigned by the system – not the real name of the admin.

Error log

An error log is written when an error occurs, e.g. if ginlo Team Manager crashes. Please allow ginlo Team Manager to send us the error log - this helps us improve the overall stability of the application. You can give your consent during registration or later in Settings > Error Log. If you change your mind later, you can opt out at any time.

The error log contains the following data:

  • Application ID

  • Application version including build date and time

  • Date and time of sending the log file

  • OS version

  • Device model

  • User ID (hashed)

  • Team ID

  • Actions performed by the administrator

  • Exception (error, unexpected behavior)

  • Affected source code section

  • For more information about data handling and data privacy, please see our ginlo @work Privacy Whitepaper.

Messenger app

Please have a look at the corresponding FAQs for the mobile messenger app (see also What information do the log files of the mobile messenger app contain?) and the messenger app for Windows (see also What information do the log files of the mobile messenger app contain?).

For more information about data handling and data privacy, please see our ginlo @work Privacy Whitepaper.

The Audit Log allows you to retrace actions related to the management of users and keys, either performed by you or a user in your ginlo @work team. Logged events include e.g. the invitation of a user, user account activation, and message archive export. For a full list, please have a look at the ginlo Team Manager Admin Guide in our Downloads section.

Good to Know

The basis of confidential communication in ginlo @work are the encryption keys generated when you set up your team as an administrator or activate your account as a user. For these keys, we want to create the most secure environment possible. With a web application, however, we would put you at risk of third-party browser extensions gaining access to these keys. To avoid this, we deliberately decided to provide you with desktop-based solutions: "ginlo Team Manager" for the team administration, and native messenger apps - not only for smartphones, but also for Windows and macOS. These applications, installed on your local devices, are the only place where your your encryption keys are ever present in unencrypted format.

To learn more about how encryption works in ginlo @work, please see our ginlo @work Security Whitepaper.

ginlo @work is all about privacy. And not only the privacy of your own data, but also that of your chat partners. Revealing whether they've received or already read your message would violate their privacy. That's why we don't notify any participants of a conversation about the read status of a message by default.

However, we're already planning to offer you certain delivery notification options in one of the future ginlo @work versions. With these options, every user will be able to decide for themselves what to reveal to others.

As an employee, you can’t delete your ginlo @work conversations because they belong to your company. And being the owner, your company must be able to retrieve it whenever needed, e.g. to meet legal requirements or when an employee leaves on short notice. That’s why there’s a central archive where all ginlo @work conversations of your organization are stored.

Still, you’ll soon be able to tidy up your conversations and free up space on your device - the required features are already planned. Then you can remove conversations from your overview when you don’t need them anymore; they’ll only pop up again when new messages are being posted.