{"id":6706,"date":"2021-01-15T16:19:27","date_gmt":"2021-01-15T15:19:27","guid":{"rendered":"https:\/\/new.ginlo.net\/support\/"},"modified":"2025-06-05T17:12:24","modified_gmt":"2025-06-05T15:12:24","slug":"support","status":"publish","type":"page","link":"https:\/\/www.ginlo.net\/en\/support\/","title":{"rendered":"Support"},"content":{"rendered":"\t\t
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<\/div>
Frequently Asked Questions & Support<\/div>
Stuck? Don't panic, we'll help you out.<\/div><\/div><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\n\t\tginlo Business\t<\/a>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\n\t\tginlo Private\t<\/a>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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Frequently Asked Questions<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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For ginlo Business users<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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You’ll receive an email from your administrator inviting you to join ginlo Business. Simply follow the instructions in it.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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You can add another smartphone, a desktop computer or a browser-based app, up to a maximum of 10 devices.<\/p>

The first step is to download the app to the new device. Then start the set-up process.<\/p>

IMPORTANT:
Make sure you select “I already have an account” and log on using your ginlo ID.<\/p>

Then, on your main device, go to ginlo Preferences \u2192 Devices \u2192 Add device.
Enter the code shown into your second device, confirm on the first device and wait for the devices to synch.<\/p>

The synching process can take some time, depending on the amount of data to transfer. Please be patient and wait for it to complete.<\/p>

Read the step-by-step instructions at app-help.ginlo.net\/business\/en\/support\/<\/strong><\/a><\/div><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t
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The maximum file size is limited to 100 MB.<\/p>

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The device password is a central factor in protecting your data; it should be as complex as possible and should be required every time you start the app. For maximum security, device passwords are not stored on ginlo’s servers. If you forget your password, you can request a recovery code to unlock the app. To request a recovery code, click on “Password forgotten” in the start-up window and choose how you want to receive the code (text message or email). The app on your device will send a Password Recovery Token to our server, which then generates a unique code. As soon as you’ve unlocked the app using the code, you can set a new password.<\/p>

Please note:
If your account has an administrator, the administrator must allow the recovery code to be sent to you.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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Communicating between the two groups is no problem. For example, school teachers using ginlo Business can communicate directly with their students and parents of their students who have ginlo Private.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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If the group is not created by the administrator in the Cockpit but by a user on an end device, this is easily possible.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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ginlo2 Business<\/strong> – the new ginlo has been technically designed on a completely new platform and will replace the conventional ginlo in the future; a date for this has not yet been set!<\/p>

ginlo2 Business<\/strong> will gradually be equipped with all the features known from ginlo Privat, with more to come of course!<\/p>

ginlo2 Business<\/strong> is almost limitlessly customizable.<\/p>

The operation of ginlo2 Business is more modern and almost identical on all devices used.<\/p>

Within<\/strong> ginlo2 Business a backup file can be imported to all<\/strong> devices (Android, iPhone, tablet or PC).<\/p>

At the moment, both apps can be used in parallel and can be linked with each other. Messages that are not older than 90 days and all new messages and contacts are synchronized.<\/p>

ginlo2 Business<\/strong> can already be used on smartphones, tablets and desktops. All apps can be downloaded directly from our website<\/u><\/a> under \u201eginlo2 Business for mobile devices\u201c or \u201eginlo2 Business for PC\u201c.<\/p>

We will provide a way to backup all<\/strong> old messages and chats to ginlo2 Business in due course.<\/p>

Our recommendation for the use of ginlo2 Business is therefore for<\/p>

New users:<\/strong><\/p>

Only install and use the ginlo2 Business app.<\/p>

Existing customers who want to keep their account (ginloID) but do not want a complete backup of their previous communication:<\/strong><\/p>

I<\/strong>nstall ginlo2 Business in parallel to ginlo Business with the option \u201cI already have an account\u201d and link both apps. After synchronization, only use ginlo2 Business. The old ginlo app can be deleted.<\/p>

Existing customers who want to keep their account (ginloID) and all messages<\/strong><\/p>

Install ginlo2 Business in parallel to ginlo Business with the option \u201cI already have an account\u201d and link both apps. After synchronization, only use ginlo2 Business, but leave the previous ginlo Business version on your devices.<\/p>

Further information on ginlo2 Business will be made available step by step in our manual. Previous entries will be supplemented or replaced.<\/p>

Click here<\/a> for a quick start.<\/p>

Good luck with ginlo2 Business!<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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For Administrators<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\r\n\r\n\r\n\r\n\t\r\n\t\t\r\n\t\t\t\r\n\t\t\t\r\n\t\t<\/g>\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n<\/svg>\r\n<\/span>\n\t\t\t\t\t\t\t\t\n\n\n\n\t\n\t\t\n\t\t\t\n\t\t\t\n\t\t<\/g>\n\t<\/g>\n<\/g>\n<\/svg>\n<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t1. What data is needed to set up an account in ginlo Cockpit?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t

In the Users tab, click on Create user data and a window will open asking for first name, surname, email address and\/or mobile number. Optionally you can add the user’s department. This information is visible in the user’s profile.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\r\n\r\n\r\n\r\n\t\r\n\t\t\r\n\t\t\t\r\n\t\t\t\r\n\t\t<\/g>\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n<\/svg>\r\n<\/span>\n\t\t\t\t\t\t\t\t\n\n\n\n\t\n\t\t\n\t\t\t\n\t\t\t\n\t\t<\/g>\n\t<\/g>\n<\/g>\n<\/svg>\n<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t2. In ginlo Cockpit, what does a yellow dot beside a user mean?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t

The user has been invited to join ginlo and has already been assigned a licence.
The user has not accepted the invitation yet.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\r\n\r\n\r\n\r\n\t\r\n\t\t\r\n\t\t\t\r\n\t\t\t\r\n\t\t<\/g>\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n<\/svg>\r\n<\/span>\n\t\t\t\t\t\t\t\t\n\n\n\n\t\n\t\t\n\t\t\t\n\t\t\t\n\t\t<\/g>\n\t<\/g>\n<\/g>\n<\/svg>\n<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t3. How can I order new licences via ginlo Cockpit?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t

Log into ginlo Cockpit and click on “Licences” on the left.
On the top right, you’ll see a button “Order new licence”.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\r\n\r\n\r\n\r\n\t\r\n\t\t\r\n\t\t\t\r\n\t\t\t\r\n\t\t<\/g>\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n<\/svg>\r\n<\/span>\n\t\t\t\t\t\t\t\t\n\n\n\n\t\n\t\t\n\t\t\t\n\t\t\t\n\t\t<\/g>\n\t<\/g>\n<\/g>\n<\/svg>\n<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t4. How can I create another administrator?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t

When you’ve logged into ginlo Cockpit, click on “Settings” on the top right.
Next to your own details, you’ll see a field for creating a Representative.
Enter the details requested and click on the “Create a new representative” button at the bottom right.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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For ginlo Private users<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\r\n\r\n\r\n\r\n\t\r\n\t\t\r\n\t\t\t\r\n\t\t\t\r\n\t\t<\/g>\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n<\/svg>\r\n<\/span>\n\t\t\t\t\t\t\t\t\n\n\n\n\t\n\t\t\n\t\t\t\n\t\t\t\n\t\t<\/g>\n\t<\/g>\n<\/g>\n<\/svg>\n<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t1. How do I create a back-up?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t

Go to your ginlo Preferences \u2192 Chats \u2192 Backup (at the bottom of the page). Then select “Create backup now” and follow the instructions.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\r\n\r\n\r\n\r\n\t\r\n\t\t\r\n\t\t\t\r\n\t\t\t\r\n\t\t<\/g>\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n<\/svg>\r\n<\/span>\n\t\t\t\t\t\t\t\t\n\n\n\n\t\n\t\t\n\t\t\t\n\t\t\t\n\t\t<\/g>\n\t<\/g>\n<\/g>\n<\/svg>\n<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t2. How do I move my account and my back-up to a new device? <\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t

Read the step-by-step instructions at: https:\/\/app-help.ginlo.net\/docs\/en\/tips\/index.html#backup-importieren-restore<\/a><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\r\n\r\n\r\n\r\n\t\r\n\t\t\r\n\t\t\t\r\n\t\t\t\r\n\t\t<\/g>\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n<\/svg>\r\n<\/span>\n\t\t\t\t\t\t\t\t\n\n\n\n\t\n\t\t\n\t\t\t\n\t\t\t\n\t\t<\/g>\n\t<\/g>\n<\/g>\n<\/svg>\n<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t3. Can I use ginlo on several devices or on a tablet?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t

Yes. ginlo Private currently supports up to three devices per account.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\r\n\r\n\r\n\r\n\t\r\n\t\t\r\n\t\t\t\r\n\t\t\t\r\n\t\t<\/g>\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n<\/svg>\r\n<\/span>\n\t\t\t\t\t\t\t\t\n\n\n\n\t\n\t\t\n\t\t\t\n\t\t\t\n\t\t<\/g>\n\t<\/g>\n<\/g>\n<\/svg>\n<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t4. I've forgotten my password \u2013 what do I do?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t

If you forget your ginlo password, try to log in with any password. You’ll be given the option to click on “Password forgotten.” Click on it and follow the instructions.
If you created a back-up, you can open it, set a new password and continue to use your account.
If you didn’t create a back-up, you’ll have to set up a new account. All your account data (content, contacts) will be overwritten, meaning you’ll lose it.<\/p>

Please note:
Your login details are also encrypted in the back-up. So you can see that backing up your data regularly is a smart idea!<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\r\n\r\n\r\n\r\n\t\r\n\t\t\r\n\t\t\t\r\n\t\t\t\r\n\t\t<\/g>\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n<\/svg>\r\n<\/span>\n\t\t\t\t\t\t\t\t\n\n\n\n\t\n\t\t\n\t\t\t\n\t\t\t\n\t\t<\/g>\n\t<\/g>\n<\/g>\n<\/svg>\n<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t5. How do I save pictures on my device? <\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t

Tap and hold the picture you want to save.<\/p>

Android<\/strong>
Use the “+” at the top right to save the picture to your gallery. <\/p>

iPhone
<\/strong>Use the arrow at the bottom left and go to “More”. Various options for saving or editing the picture appear.<\/p>

You’ll find all the files in ginlo Files in ginlo Settings, and you can edit them there as well.<\/p>

Tip:
Go to ginlo Settings and you’ll find Media auto download. You can select how to download any files you receive.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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ginlo2<\/strong>\u00a0– the new ginlo has been technically designed on a completely new platform and will replace the conventional ginlo in the future; a date for this has not yet been set!<\/p>

ginlo2<\/strong> will gradually be equipped with all the features known from ginlo Privat, with more to come of course!<\/p>

ginlo2<\/strong> can now also be used by private users on their PC under Windows, Linux or on the Mac!<\/p>

ginlo2<\/strong> is almost limitlessly customizable.<\/p>

The operation of ginlo2 is more modern and almost identical on all devices used.<\/p>

Within<\/strong> ginlo2 a backup file can be imported to all<\/strong> devices (Android, iPhone, tablet or PC).<\/p>


At the moment, both apps can be used in parallel and can be linked with each other. Messages that are not older than 30 days and all new messages and contacts are synchronized.<\/p>


ginlo2 can already be used on smartphones, tablets and desktops. All apps can be downloaded directly from our website <\/u><\/a>under \u201eginlo2 for mobile devices\u201c or \u201eginlo2 for PC\u201c.<\/p>


We will provide a way to backup all<\/strong> old messages and chats to ginlo2 in due course.<\/p>

Our recommendation for the use of ginlo2 is therefore for<\/p>

New users:<\/strong><\/p>

Only install and use the ginlo2 app.<\/p>

Existing customers who want to keep their account (ginloID) but do not want a complete backup of their previous communication:<\/strong><\/p>

I<\/strong>nstall ginlo2 in parallel to ginlo Privat with the option \u201cI already have an account\u201d and link both apps<\/a>. After synchronization, only use ginlo2. The old ginlo app can be deleted.

<\/p>

Existing customers who want to keep their account (ginloID) and all messages<\/strong><\/p>

Install ginlo2 in parallel to ginlo Privat with the option \u201cI already have an account\u201d and link both apps<\/a>. After synchronization, only use ginlo2, but leave the previous ginlo version on your devices.<\/p>

Further information on ginlo2 will be made available step by step in our manual. Previous entries will be supplemented or replaced.<\/p>


Click here<\/u><\/a> for a quick start.

Have fun with ginlo2!<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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Security & data protection<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Of course. All your messages, meaning texts, images, documents and videos, are encrypted on your device, as are your profile photo and your status. And the content is all so encrypted that even we as the service provider can’t access it.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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ordered it?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t

Your messages are always encrypted \u2013 on your device and on our servers. The encryption key is on your device and nowhere else \u2013 unless you have an iPhone and have created a back-up in iCloud, in which case the key is also in iCloud. There, it’s protected by the password you set. That means that neither Apple nor ginlo can access your key. And that means that we can’t decrypt your messages.<\/p>

So, if we are legally forced to hand over your ginlo content, all we can hand over is encrypted messages.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\r\n\r\n\r\n\r\n\t\r\n\t\t\r\n\t\t\t\r\n\t\t\t\r\n\t\t<\/g>\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n<\/svg>\r\n<\/span>\n\t\t\t\t\t\t\t\t\n\n\n\n\t\n\t\t\n\t\t\t\n\t\t\t\n\t\t<\/g>\n\t<\/g>\n<\/g>\n<\/svg>\n<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t3. What exactly is this back-up function?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t

A back-up is a copy of your ginlo chats, files and contacts. The copy is stored in encrypted form outside the app itself, so when you get a new smartphone, you can import the back-up and restore your content.<\/p>

Important:<\/strong><\/p>

– You can only import the back-up onto a smartphone running the same operating system. In other words, from one iPhone to another iPhone, or Android phone to Android phone.<\/p>

– Depending on how old your last back-up is, you might lose some content. But not as much as if you had no back-up at all. \ud83d\ude42<\/p>

How to create a back-up:<\/strong><\/p>

1. Touch Settings > Chats > Create back-up and follow the instructions on the screen.<\/p>

2. Set a back-up password. This means that your back-up is encrypted before it is saved to Apple iCloud (on an iPhone) or saved locally on your device (on an Android smartphone).<\/p>

3. Android only: save a copy of your back-up on another device e.g. your computer, and make sure you update it regularly. Then you’ll always have a copy of your back-up even if your phone gets lost or stolen. <\/p>

How to import you back-up onto a new phone.<\/strong><\/p>

1. Android only: copy your back-up onto your new phone.<\/p>

2. Log into the app using the mobile phone number you registered.<\/p>

3. Enter your back-up password to import the back-up into the app.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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Yes, your back-ups are encrypted on your device (if your phone runs Android) and in iCloud (if you’re an iPhone user), so your data is protectedn from unauthorized access.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\r\n\r\n\r\n\r\n\t\r\n\t\t\r\n\t\t\t\r\n\t\t\t\r\n\t\t<\/g>\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n\t\r\n\t<\/g>\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n\r\n<\/g>\r\n<\/svg>\r\n<\/span>\n\t\t\t\t\t\t\t\t\n\n\n\n\t\n\t\t\n\t\t\t\n\t\t\t\n\t\t<\/g>\n\t<\/g>\n<\/g>\n<\/svg>\n<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t5. Why don't photos or other media appear automatically in my gallery?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t

ginlo doesn’t protect just your text messages \u2013 all the photos, videos and other attachments in your chats are also encrypted. That means they can’t appear automatically in your gallery. Until you download the files in an unencrypted form, they can only be opened within the secure environment of ginlo.<\/p>

And there’s something else important: if you take a photo from inside a ginlo chat, the photo will also be saved in ginlo and won’t be added to your gallery automatically.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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Our full manual<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Discover everything you need to know about our products<\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Helpful links<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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MDM documentation<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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EMM-Rollout \u2013 Plist<\/a><\/p>

EMM-Rollout \u2013 Config-XML<\/a><\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

Frequently Asked Questions about ginlo Business, ginlo Private, administration and security & data protection.<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"acf":[],"yoast_head":"\nSupport - ginlo<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ginlo.net\/en\/support\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Support - ginlo\" \/>\n<meta property=\"og:description\" content=\"Frequently Asked Questions about ginlo Business, ginlo Private, administration and security & data protection.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ginlo.net\/en\/support\/\" \/>\n<meta property=\"og:site_name\" content=\"ginlo\" \/>\n<meta property=\"article:modified_time\" content=\"2025-06-05T15:12:24+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ginlo.net\/wp-content\/uploads\/2021\/03\/Mockup_47_Support_900x675px_Handbuch.jpg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@ginloAPP\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"10 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.ginlo.net\/en\/support\/\",\"url\":\"https:\/\/www.ginlo.net\/en\/support\/\",\"name\":\"Support - 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