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Generally

How is ginlo Business different from the ginlo version for private users?

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.

Can ginlo Business communicate with the ginlo version for private users?

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.

I already have ginlo for private use. Can I switch to ginlo Business without losing my chat history?

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 “What’s a backup all about?” in the “Mobile App” category.

How can ginlo Business be distributed to employees?

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.

Can ginlo be distributed via Mobile Device Management?

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.

What level of availability (SLA) is guaranteed?

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

For compliance reasons, my firm requires that several ginlo functions be deactivated. Is this possible?

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.

Is there a trial period to test the app?

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.

How can I get a license for ginlo Business?

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

Can I purchase additional licenses at some later point if additional users join the company?

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

I’m not receiving push messages. What can I do?

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.

Why do you need my mobile number?

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.

I can’t find some of my colleagues. What could be the reason?

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.

What's a backup all about?

A backup is a copy of your ginlo chats, files, and contacts stored encrypted outside the app. If you switch to a new smartphone, you can import the backup there to restore your content.

Important:

  • You can only import the backup to a smartphone with the same operating system as the smartphone on which you’ve created the backup, i.e. from iPhone to iPhone or from Android to Android device.

  • Depending on how old your last backup is, you may still lose data, but not as much as if you had not taken this precaution. 🙂

To create a backup:

  1. Go to Settings > Chats > Backup and follow the instructions on the screen.

  2. Define a backup password. It is used to encrypt your backup before it is uploaded to Apple iCloud (on an iPhone) or saved to your local device (on an Android smartphone).

  3. Android only: Copy your backup somewhere outside your smartphone, e.g. to your computer. We recommend you do this on a regular basis to always have a recent backup available, e.g. in case you lose your smartphone.

To import a backup to a new device:

  1. Android only: Copy your backup to your new device.

  2. Log in to the app with your registered mobile number.

  3. Enter your backup password to import your backup.

Want more detailed information? Then please download our Getting Started Guide. The chapter “Restore your content from a backup” takes you through the process step by step.

How does encryption work? Is my data really safe?

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.

How do I send documents or voice messages?

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.

What is a self-destructing 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.

What is a timed message?

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.

How does the color-coded trust status work?

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

What does it mean if I trust the browser?

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.

How do I change my profile picture, name, or status?

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.

I’m not receiving any push notifications. What can I do?

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

How can I find and contact colleagues?

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.

How can I use ginlo on several devices?

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.

What can I do if I have forgotten my device password?

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.

How do I send files or voice messages?

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.

How do the high priority, time sent, and self-destruct features work?

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.

What does the colour-coded trust status mean?

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 statusThe 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”.

How secure is my data? How does encryption work?

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

How can my company test the 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.

I receive an error message when I try to log in to the Management Cockpit. What can I do?

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.

I have received the e-mail with the certificate and an SMS with a code. What do I need to do now?

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.

I've registered but haven't yet received an e-mail or SMS with login data. What should I do?

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.

What’s a browser certificate and why do I need it?

For security reasons, access to ginlo Management Cockpit is secured by a personal browser certificate. This certificate is used, for example, to check and ensure that it’s really ginlo Management Cockpit you’re logging in to.

The installation of the browser certificate is not rocket science. 🙂 We’ll walk you through the individual steps in our how-to guide.

When I open the Management Cockpit, I only see a black page. What can I do?

The Management Cockpit uses JavaScript. JavaScript may be disabled in your browser. This can happen, e.g. when you update your browser or install new security software or security patches. If the Management Cockpit is not shown correctly, please check whether JavaScript is still enabled.

Here’s some help on how to enable JavaScript in the different browsers:

I've forgotten my password for the Management Cockpit. How do I recover it?

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.

Can I make the app available only to specific users within my company?

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.

Must users provide a mobile number and business e-mail address to use ginlo Business?

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.

Can I set up a content channel specific solely to my company?

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.

How can I manage the functions on ginlo Business?

“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.

How can I change the design of the ginlo Business app to fit my company's corporate design?

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.

Generally

In which languages is ginlo available?

ginlo supports one of the following device languages: English, German, French, Italian, and Spanish.

On which devices and operating systems can I use ginlo?

You can use the ginlo on iPhones with iOS 11 or above or Android smartphones with Android 5 or above.

Can I use ginlo on multiple devices or on a tablet?

Multiple devices:

We’re sorry, but we don’t support the use of multiple devices yet.

Important: Logging in on a second device will overwrite your original account. In this case, all your existing chats, files, and contacts will be lost.

Tablets:

We’re not officially supporting tablet devices 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.

Important: You cannot use your tablet as a second device, e.g. together with a smartphone. This will overwrite your original account. In this case, all your existing chats, files, and contacts will be lost.

Why are smartphones with older operating systems (Android 4.x and below, iOS 10.x and below) no longer supported?

A current operating system is needed so ginlo and all its functions can run smoothly. In addition, however, the operating system also plays an important role for your online security. Older versions often contain serious flaws because manufacturers no longer provide security updates. This makes it easy for hackers to launch targeted attacks.

In other words, a current operating system is also in your interest to stay up to date security-wise.

My contacts don't show up although they use ginlo. What's wrong?

This is most probably because contacts are currently not yet synced automatically in iOS. You can, however, sync your contacts in your address book manually. Please bear with us – in later versions, we’ll provide you with a more convenient solution.

To sync your address book in iOS:

  1. Tap your profile photo, then tap Contacts.

  2. Tap the down arrow in the top right, then tap Sync Address Book.

How can I give ginlo access to my contacts later?

Easy as pie: Just go to your smartphone’s settings and give ginlo access.

This is how it works in iOS:

  1. Open your iPhone’s Settings and select Privacy.

  2. Tap Contacts and give ginlo access.

And this is how it works in Android:

  1. Open your smartphone’s Settings and select Apps.

  2. Search for ginlo and tap it.

  3. Depending on your device model, you’ll find the Permissions section right there or in a submenu. Open it and enable Contacts.

How do I mark a message as important?

Don’t want your message to be overlooked in the chat? No problem: Mark it as important when sending.

To mark a message as important:

  1. Type your message in the corresponding chat.

  2. Tap  to the top right of the message field.

  3. Tap  to mark the message as important, then tap .

And that’s already it. 🙂 Your message is visually highlighted in the push notification and the chat history.

How can I export a chat?

You have one or more chats that you’d like to save or forward outside the app? Then you can use the export feature. But please keep in mind: You can’t import exported chats into ginlo again. To restore them later on the current or a new device, please create a backup.

To export a chat:

  1. In Android: In your chats overview, long-press the chat you want to export.

  2. In iOS: In your chats overview, swipe the corresponding chat to the left and tap More.

  3. Tap Export Chat.

  4. Choose which app you want to use to save the chat or forward it as text file.

  5. If asked, confirm that you want to export your chat data. Done. 🙂

Who are the ones behind ginlo?

That’s us – ginlo.net GmbH in Munich. We’re dedicated Internet visionaries and developers from about 20 countries. It’s our heartfelt goal to make online privacy and confidentiality come true. For you. For our family and friends. For everyone.

What does the name ``ginlo`` mean?

From time to time, wild speculations and associations with an alcoholic drink come our way. 😉 But since we are completely dedicated to cryptography, the name “ginlo” has its origin exactly there:
Because basic forms of encryption are as simple as switching letters. And so ginlo becomes … drum roll … login.

How is ginlo financed?

ginlo isn’t another ad-based service. With ginlo for private users, we rely on a traditional subscription model and finance the messenger for private communication via the ginlo Business app, the secure messenger for companies.

Who can I contact if I need help?

You’ve got questions or want to give us feedback? Just get in touch with us. The ginlo Customer Care team is looking forward to your e-mail to support@ginlo.net. Or contact us via our website form.

Can I use ginlo for business as well?

ginlo is exclusively meant for private users to communicate securely with their friends and family. But we still have something up our sleeve: ginlo Business – the messenger for secure communication with colleagues and partners. Try it out right now: ginlo.net/business-messenger
And the best thing is: You as a ginlo user can chat with users of ginlo Business as well.

Security & Privacy

Are messages encrypted when they are stored on my smartphone?

Yes, of course. All your messages, i.e. text messages, images, documents, and videos, as well as your profile photo and status are encrypted on your device. And thanks to this full encryption, we as the provider have no access at all.

Could ginlo.net decrypt my messages if, for example, they were forced to by any authorities?

Your messages are always encrypted – both on your device and on our server. The key to your messages is only stored on your device. If you have an iPhone and create a backup, the key is also stored in iCloud, but protected with a password you choose. This means that neither Apple nor we as the provider can access your key. And thus, we can’t access your messages in plain text.

So, in case we’re required by law to disclose your ginlo content, all we can provide are your encrypted messages.

What's a backup all about?

A backup is a copy of your ginlo chats, files, and contacts stored encrypted outside the app. If you switch to a new smartphone, you can import the backup there to restore your content.

Important:

  • You can only import the backup to a smartphone with the same operating system as the smartphone on which you’ve created the backup, i.e. from iPhone to iPhone or from Android to Android device.

  • Depending on how old your last backup is, you may still lose data, but not as much as if you had not taken this precaution. 🙂

To create a backup:

  1. Go to Settings > Chats > Backup and follow the instructions on the screen.

  2. Define a backup password. It is used to encrypt your backup before it is uploaded to Apple iCloud (on an iPhone) or saved to your local device (on an Android smartphone).

  3. Android only: Copy your backup somewhere outside your smartphone, e.g. to your computer. We recommend you do this on a regular basis to always have a recent backup available, e.g. in case you lose your smartphone.

To import a backup to a new device:

  1. Android only: Copy your backup to your new device.

  2. Log in to the app with your registered mobile number.

  3. Enter your backup password to import your backup.

Are my backups encrypted?

Yes, your backups are encrypted both on your device (if you have an Android smartphone) and in iCloud (if you have an iPhone). This way, they’re protected against unauthorized access.

Why do images or other media not appear automatically in my device gallery?

ginlo not only protects your text messages, but also the photos, videos, and other attachments in your chats. That’s why all these files remain encrypted when saved to your device and thus won’t appear in your – unencrypted – device gallery by default. Unless you explicitly download a file in unencrypted format, it can only be opened in ginlo where it’s safe.

By the way: This also means that when taking a photo directly from a chat, it will only be saved in ginlo and not automatically added to your device gallery.

Is ginlo misbehaving?

Don’t worry, we’re here to help. And when we say we’ll help, we mean it.
We’ll address each of your concerns and work tirelessly to ensure that you’re happy again. Just tell us your problem.

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