12. FAQ

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12.1. ginlo Private

12.1.1. General

In which languages is ginlo available?

ginlo is available in the following languages: English, French, German, Italian, Polish, Russian, Spanish and Ukrainian.

To do so, set your smartphone to the desired language in the device settings and restart the ginlo app.
On which devices and operating systems can I use ginlo?

ginlo runs on Android smartphones with Android 5 or higher, the use of audio-video chat is possible on Android 8 or higher and on iPhones with iOS 12 or higher.
Why are smartphones with older operating systems (Android 4.x and lower, iOS 11.x and lower) no longer supported?

An up-to-date operating system is a prerequisite for you to be able to use ginlo and all its features smoothly. In addition, the operating system also plays an important role in your online security. Older versions often have serious flaws here, as the manufacturers no longer provide security updates. Hackers then have an easy time with targeted attacks.

An up-to-date operating system is therefore also in your interest to stay up-to-date in terms of security.
Can I use ginlo on multiple devices or on a tablet?

Multiple devices:

Yes - you can install ginlo Private on up to three different devices (smartphones or tablets) and use your ginlo account on them.

Tablets:

We do not officially support tablets at the moment. You are welcome to try ginlo on your tablet, but you will not find all features yet.
How can I give ginlo access to my contacts afterwards?

It’s very easy: In the settings of your smartphone you can give ginlo the necessary rights:

Android

Open the settings of your smartphone and select Apps. Tap on ginlo.

Depending on the model, you will find the Permissions section directly there or in a submenu. Activate Contacts there.

iOS

Open the settings of your iPhone and select privacy. Tap on contacts and grant ginlo access to it.
What does the name ginlo mean?

Since we are completely dedicated to cryptography, the name ginlo has its origin exactly there:

The simplest encryption is already achieved by rearranging the letters of a text or word. Thus ginlo becomes … drum roll … login.
Who is actually behind ginlo?

That’s us - ginlo.net GmbH from Munich. We are dedicated internet visionaries and developers. It is a matter of the heart for us to make privacy and confidentiality on the net a reality - for you, for our families and friends, for everyone.
How is ginlo financed?

ginlo is not an ad-supported service. We use a classic subscription model for ginlo for private users and finance the messenger for private communication via the ginlo Business app, a secure messenger for companies.
Can I also use ginlo for business?

ginlo is purely for personal use, so you can communicate securely with friends and family. But we also have something for professional use: ginlo Business - the messenger for secure communication with colleagues and partners. Try it now for free.

And the best: You as ginlo Private user can also chat with ginlo Business users - and vice versa.
I already use ginlo privately. Can I switch to ginlo Business without losing my chat history?

As an Android user, you can switch from ginlo Private to ginlo Business at any time by using the backup process. You can find more information about this in the Tips & Tricks under Upgrade from ginlo Privat to ginlo Business. There you will also find a note about the upgrade option for i-Phone users.
Who can I contact if I need help?

Do you have questions or want to give feedback? Then we are here for you. Use our B2C Support Form ,select ginlo Private and click on Contact at the bottom of the page or write to support@ginlo.net .

12.1.2. Security & Privacy

Are my messages encrypted even when they are stored on the device?

Of course - all your messages, i.e. text, images, documents and videos, but also your profile photo and status are stored encrypted on your device. And thanks to this full encryption, even we as the provider have no access to your content.
Could ginlo.net GmbH decrypt my messages, e.g. if an authority demands it?

Your messages are encrypted at all times - both on your device and on our server. The key for this is only on your device. If you have an iPhone and create a backup, the key is also stored in iCloud. However, it is protected there with a password of your choice. This means that neither Apple nor we as the provider can access your key. And therefore we cannot decrypt your messages either.

If we were legally obligated to share your ginlo content, we could only release your encrypted messages.
Why don’t pictures or other media automatically appear in the picture gallery of my device?

In ginlo, not only your text messages are securely protected, but also your pictures, videos and all other attachments in your chats. Therefore, all these files are stored encrypted on your device and therefore do not appear in your - unencrypted - picture gallery by default. As long as you don’t explicitly download a file in unencrypted format, it can only be opened in ginlo, where it is safe.

Hint

Even if you take a photo directly from a chat, it will be stored securely in ginlo and not automatically added to your image gallery.

Of course, you can specify that received files are automatically saved locally on your device. To do this, select Chats in the ginlo settings on your smartphone and then Save media automatically.

In our privacy policy we explain how we handle your data.

12.2. ginlo Business

12.2.1. General

What is the difference between ginlo Business and the ginlo Private?

ginlo Business is specially tailored for use in companies. Features such as the configuration of the app by mobile device management solutions or the ginlo Management Cockpit can only be found in this version.

For more details on the features of ginlo Business, please visit our website at The Features at a Glance.
Can ginlo Business communicate with the ginlo version for private users?

Communication between ginlo Business and ginlo Private users is basically possible. In addition, both versions of the app can be operated in parallel. This way, business and private communication can be clearly separated.
I already use ginlo privately. Can I switch to ginlo Business without losing my chat history?

As an Android user, you can switch from ginlo Privat to ginlo Business at any time by using the backup process. You can find more information about this in the Tips & Tricks under Upgrade from ginlo Privat to ginlo Business. There you will also find a note about the upgrade option for i-Phone users.
Is there a trial period to try the app?

ginlo Business can be tested 30 days for free. Only after that, the activation via login code or in-app purchase is required.
How do I get a license for ginlo Business?

To order a license please use our form Trial now 30 days for free! You can find it on our website. Scroll to the bottom.

Alternatively, you can buy a single license directly from the app stores.
I have installed ginlo Business as a single version via an app store and purchased a license. Now I want to use ginlo Cockpit - how does the switch work?

For this, the order of a cockpit is necessary. In the future you will become the administrator yourself. After the cockpit installation you create your account in it and assign yourself a license. This completes the move. Now you have the possibility to order additional licenses for further accounts and assign them to other ginlo users.
How can ginlo Business be distributed to employees?

The administrator can create users and assign licenses via the ginlo Management Cockpit. Your employees will automatically receive an invitation via email or SMS. The ginlo Business app can then be downloaded free of charge via the App Store. After registration, users are automatically added to the groups and channels assigned by the administrator.
Can I purchase additional licenses later to invite more users in the company?

You can use the ginlo Management Cockpit to expand your existing quota of licenses at any time. The licenses are then immediately activated and can be assigned to additional users.
Can ginlo Business be distributed via Mobile Device Management?
ginlo Business supports Android for Work (from Android 5.0) and Managed App Configuration (from iOS 8.0) and can thus be easily distributed and configured to employees via Mobile Device Management (MDM). We support the following MDM solutions:
- MobileIron
- VMware AirWatch
- IBM MaaS360
- JAMD software
Sample instructions and more information on this topic can be found here.
For compliance reasons, some ginlo features should be disabled. Is this possible?

To disable certain features on ginlo Business, the ginlo Management Cockpit or a mobile device management (MDM) solution is required. This allows you to enforce certain security policies, such as minimum password strength. For more information, see Set up Cockpit.
What is the guaranteed availability (SLA)?

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

12.2.2. Mobile App

Why is my e-mail address needed?

To connect you with your colleagues via ginlo Business, identification is required. The identification is always done via your (business) e-mail address, alternatively also your mobile phone number. During the registration process you will receive a message to make sure that you have access to the given e-mail address / mobile phone number.
I can’t find some of my colleagues. What could be the reason?

Use the email directory in your ginlo contacts. With this feature you can find all colleagues who have also registered with your company’s email extension - even without saving their mobile numbers. Alternatively, you can find colleagues in the address book of your smartphone if you have saved their mobile number, or via the ginlo ID.
I am not receiving push notifications. What can I do?

Please check your system settings.

Android.

Push notifications should be enabled automatically on Android. If this is not the case or the permission was not assigned during the installation of ginlo Business, enable it in the system settings of your smartphone. Usually you will find the option to activate it under Sounds and Notifications -> Application Notifications or in the Application Manager - depending on your smartphone or operating system version.

i-Phone

Open the system settings of your iPhone and the notifications menu. Check whether push notifications are generally allowed. Then search for ginlo Business among the apps listed. Check if push notifications are enabled here as well.
How does the encryption work? Is my data really secure?

All messages sent via ginlo are symmetrically encrypted on the sender’s smartphone according to AES-256 and transmitted SSL-encrypted via the ginlo Servers to the recipient. In order for the recipient to read the message, he needs the corresponding key.

This key is encrypted and sent asymmetrically for each recipient of the message using the RSA-2048 method. This procedure uses a public key for encryption and a private key for decryption, whereby the private key never leaves the owner’s smartphone and is only stored locally. The key that is ultimately needed to read the message can therefore only be decrypted on the smartphone of the respective recipient. Other communication partners, ginlo.net GmbH as the operator of ginlo, and possibly attackers who can tap the AES key are therefore unable to read the encrypted message.

This applies to both ginlo Business and ginlo Private.

12.2.3. Web Messenger (B)

What does it mean when I trust the browser?

If you choose to trust the browser you use, your data is stored locally in encrypted form. You can easily access it at a later time. If you do not trust the browser, for example, if you access ginlo in an insecure environment (e.g. public access), only a temporary session will be established and the data will not be stored permanently on the browser you are using. To protect your data, all the contents of the browser session are deleted after you log out.
What can I do if I forget my device password?

The device password is an important security anchor to protect your data and should be chosen as complex as possible and requested every time you start the application. Device passwords are not stored on the ginlo Servers for security reasons. If you have forgotten your device password, you can request the Recovery Code to unlock the application. To do this, click “Forgot password” in the login screen and select the channel (SMS or email) through which you want to receive the code. In the background, your local application will send a so-called Password Recovery Token to the server to calculate your Recovery Code. Once you have unlocked the application with the Recovery Code, you can assign a new device password for your application.

Hint

For managed accounts, sending the recovery code is dependent on your administrator’s approval.

12.3. Error messages

Nobody is perfect - not even a software! It only works if certain requirements are met. If these are only partially or not at all true, the software reports an error.

It is easy to claim that a software is bad: I constantly get some kind of error messages… - but quite often the problem is in front of the screen ;-)

Wrong password, Connection failed, Page not available etc. are messages that the user can usually make sense of and whose causes he can fix himself.

Network Error indicates a faulty, i.e. interrupted or insufficient Internet connection and usually has nothing to do with the software used. In this case, the connection between your device and the provider’s server is simply not available - maybe you are in a wireless hole or bad WLAN? It is a message from your device! The remedy is patient waiting and in some cases restarting the software or the device. Uncontrolled tapping or clicking on the other hand does not really help!

Error messages issued by the ginlo software are divided into five categories and are marked with a number.

We distinguish:

MessageService

Messages related to the message service;

AdminService

Messages in the ginlo Business area that are of interest primarily to administrators;

GatewayService

Messages displayed when connecting between servers;

Android

Messages displayed when using Android devices;

RSSImport or TransformerService

Messages related to providing RSS feeds;

For users, the first category is most likely to apply.

If, contrary to expectations, you receive such a message more than once, please contact our support department with the full error message, the device you are using, its software version and the timestamp. The additional sending of a logfile can also be helpful. Help for this can be found on your device in the ginlo settings under Help -> Get support.