Frequently Asked Questions

Do I need to connect to the Internet to make calls and send messages?

Yes, your Cellcrypt app must be connected to the internet, via an active WiFi or mobile data connection to send and receive messages and make or receive calls. Data charges may apply in accordance with your Mobile or Broadband Service Provider.

What is the cost per minute to call someone in another country, using this application?

While all cellular providers charge different rates for international roaming calls, all that is required for a Cellcrypt call is an Internet connection (either WiFi or mobile data). Cellcrypt uses less than 3MB of data for a 10-minute call.

Can I change my Cellcrypt account email address?

No. To change your username / email address, you will need to create a new Cellcrypt account subscription in your app. Dont forget to backup your contacts, messages and media, and let your account administrator know so that your new username can be linked to your active enterprise account.

Can I call someone who does not have the Cellcrypt application using Cellcrypt?

Only Cellcrypt to Cellcrypt calling is supported. However, if your organisation has the Cellcrypt Voice (PBX) Gateway you will be able to call your office phone extensions.

Why can't I make an outgoing call to a contact on my Cellcrypt application?

f your error message reads, "Offline" it may be that our application has been set to offline mode or is not connected to the internet. If your error message reads, "Busy" the contact you are trying to call is currently on another call. Should your call be stuck in connecting state, failing to secure the call please change your internet connection from WiFi to Mobile Data or Vice Versa. If still no successful connection please contact support@cellcrypt.com

Does Cellcrypt need to be open in order to receive calls and messages?

No, Cellcrypt runs in the background and so does not need to be open to receive calls and messages.

Is Cellcrypt supported on my devices's Operating System?

Cellcrypt is supported on the following device Operating Systems: • Android devices with Android 6 and higher. • BlackBerry® 10 devices. • Apple® devices with iOS 11 and higher. • Microsoft® desktop devices with Windows® Operating System version 7 and higher. **Please visit your respective play store on your device to verify compatibility.

I don’t have a smart phone. Can I use the Cellcrypt application?

Yes. As well as smartphones, you can also use Cellcrypt on tablets (iPad, Android and devices running WIndows 7 and higher.

What is the Key Request?

The Key Request allows you to trust that communications with contacts that you have connected with are encrypted and secure. Before sending a secure message to a contact for the first time, you should confirm the Key Request Code, which is an alpha-numeric code, displayed in the conversation.

Can my messages and calls be decrypted elsewhere other than on my Cellcrypt App?

Your information can not be decrypted by any app other than Cellcrypt and the infromation stored on your device, uses keys that are unique to that device. Cellcrypt uses an obsfucated encryption to ensure your communications are secure.

How do I add a contact to my contacts list?

To add a contact, select the Add Contacts icon in the contacts screen. You add a contact by filling in their email address, by selecting them from your device address book (if their email address is linked to the contact), or by filling in their app Alias (this number is located in the subscriber profile section of the app). Note that your IT administrator can also share an approved list of contacts for you to import.

Why should I verify the Session ID during a call?

Call Session ID's are unique for each call. Verifying the Session ID ensures that your communications are secure.

Can I make video calls?

No, but the new one-to-one and group video feature is coming soon!

How can I delete my account?

Please visit the Cellcrypt My Portal (my.cellcrypt.com), and sign in using your Cellcrypt username and password. You can delete your profile by selecting the Remove button.

How do I install Cellcrypt on my device?

Download the Cellcrypt app for your device from the Google Play Store or the Apple App Store. Follow the installation prompts once the application is downloaded.

How can I invite my colleagues to use Cellcrypt?

From your Cellcrypt application: You can select the Add Contacts icon and add your colleague’s email address. If they are not registered on Cellcrypt, you will be given the option to send them an invitation to start using Cellcrypt (This function is only available on Apple devices). Note: If you are using the app as a company communication application, you must first contact your company's IT administrator to make sure that your company has an enterprise license and that the colleague is on the approved user list.

I have forgotten my password, how do I reset it?

There are two ways to change your password. In the Cellcrypt App: You can reset your password by selecting the Send Password Reset button in the Cellcrypt application. An email will be sent to the email address you used to register your Cellcrypt Account, containing a Reset Password link. This link is valid for 24 hours only. Follow the link to reset your password. If you still cannot reset your password, please contact Support. In the My Portal: Go to the My Portal (my.cellcrypt.com) Log in page on your Internet browser and select the Forgot Password link. An email will be sent to the email address you used to register your Cellcrypt Account, containing a Reset Password link. This link is valid for 24 hours only. Follow the link to reset your password. If you still cannot reset your password, please contact Support.

Can I use the Cellcrypt application on multiple devices?

You can install the Cellcrypt application on unlimited amount of devices, however you can only be signed in to Cellcrypt on one device at a time. If you sign in on a second device, while signed in on your current device, you will automatically be signed out of your current device. Note, not all information will transfer from one device to the other.

How do I Sign Out of the Cellcrypt application?

You will find the "Sign out" button within the settings menu. Go to Settings and select "Sign out"

How can I tell if contacts stored on my device contact list are registered on Cellcrypt?

When you add a contact from your device contact list to your Cellcrypt application, that contact will only be added to your Cellcrypt contact list if they are registered on Cellcrypt. If they are not registered on Cellcrypt, an error message will display confirming the contact cannot be added. Please note that Cellcrypt was designed to be a closed enterprise ecosystem for secure communications. In order to connect with a professional company contact, they must first be approved and provisioned by the Cellcrypt team.

I did not receive my verification email after creating my Cellcrypt account. How can I verify my account?

If you do not receive your verification email, please check your Spam folder and that the email was properly entered first. If the verification email is not in your Spam folder, please contact Cellcrypt Support by emailing support@cellcrypt.com. Our support team will assist in verifying your account. Your account will not be activated until the email has been verified.

My call quality is bad. How can I Improve it?

To improve your call quality you need to ensure that you have a good network connection to either your mobile network or to WiFi. The better the connection the more stable the call connection, and the better the call quality.

I can't log into my Cellcrypt application. What can I do?

We suggest that you reset your password. If the problem persist please contact Cellcrypt Support by emailing support@cellcrypt.com.

Can I call someone on an iPhone, from my Android or desktop device?

Yes, Cellcrypt is Operating System agnostic, calls and messages are possible between all devices, provided both devices have Cellcrypt installed on them.

An error message stating "A secure connection could not be established. Your Internet connection might be restricted." appears when sending a message or making a call. How can I communicate using the Cellcrypt application?

Turn off your Wi-Fi and turn on your mobile data before trying to resend the message or make calls. You will not receive any messages or calls while on a restricted connection. If the problem persists, please contact Cellcrypt Support by emailing support@cellcrypt.com.

Why does my device display "Contacting" for long periods of time while making a call?

Your device will display "Contacting" before you are connected to the person you are calling. This can take some time if that person has bad network reception.

Why create a Pin Lock if my messages are encrypted?

Messages from within Cellcrypt are encrypted between Cellcrypt users, but your device should also be secure from external intruders. You can set both a Pin lock and also a Kill Code for Android devices and a Pin lock for iOS devices.

When I conduct a Remote Wipe, does it delete everything on my device?

No, a Remote Wipe, which can be conducted from my.cellcrypt.com, only removes the content from inside the Cellcrypt Application.

What does it mean when it says I cannot log in because my account is not provisioned.  What do I do?

Make sure you have an active license and are no longer on a trial account. To confirm your license you can contact Support or your company's Administrator.

Why am I no longer able to login to my account having signed up sucessfully?

Cellcrypt requires a registered license to remain active. The trial period for Cellcrypt is 5 days and if you have registered with the app, but have not licensed your use of the product your account will be suspended. Please contact us to continue your use of the app.

How can I send a log file to Cellcrypt?

Within the Cellcrypt Application go to Settings, select Troubleshooting, then select Send log file. Enter you email address to send the log from (this email does not need to be the same as your username).

I want to suggest a feature, how do I do this?

Within the Cellcrypt Application go to Settings, select Troubleshooting, then select Suggest a feature. Share your idea and click Send, we appreciate your suggestions.

Are there any backdoors in Cellcrypt?

Cellcrypt has no backdoors. It has been designed such that the mobile clients handle all key generation and distribution. As a result we are unable to decrypt any communications between users of the app. In addition, we do not provide a centralized key authority, and all key exchanges occur user to user. This also means that any information deleted cannot be retrieved once deleted.

App distributors will assist law enforcement, what does this mean?

App distributors will assist law enforcement in circumstances where a legitimate Court Order has been obtained from a Court of competent jurisdiction. Only limited assistance with current meta-data would be possible as the app distributor is technically unable to disclose in decrypted form any conversation or message communicated using Cellcrypt.

How do I know my communications are not being intercepted?

When you log into Cellcrypt a set of public and private encryption keys are generated on your device. The public key is shared with your contacts so that they can encrypt messages and calls to you. If the key your contact receives is the same as the key you have sent then you can be sure your communications are private. To make sure your contacts have the correct key confirm the Key Request Code using another platform, such as a text message.

Is there a log of metadata and/or personal information?

When a call is made the voice data is encrypted user to user, and no call media-data is maintained by the system. Call meta-data is maintained for a period of seven days, after which only anonymised aggregated data is stored for statistical purposes, and the original data deleted. When a message is sent the message is encrypted user to user and stored on our server for a maximum of 5 days, whilst pending delivery. The message is deleted once delivered, or after the 5 day period has elapsed. Message meta-data is maintained for a period of seven days, after which only anonymised aggregated data is stored for statistical purposes, and the original data deleted. The exception to this are message-statuses which are stripped of user meta-data. When an attachment is sent the attachment and corresponding message is encrypted user to user, and stored on our server for a maximum of 5 days, whilst pending delivery. The message is handled the same was as a normal message. The attachment is stored for a period of 30 days, after which it is deleted.

What kind of encryption does Cellcrypt use?

Cellcrypt uses standard encryption technologies including: Advanced Encryption Standard (AES) for symmetric encryption, 384-bit Elliptic Curve Cryptography for Authentication, Elliptic Curve Diffie-Hellman (ECDH) for key agreement, Secure Hash Algorithm (SHA-2) for message digest Cellcrypt’s Dual Cipher system uses double-wrapping for added security. For example, voice calls are first encrypted using RC4/Chacha 20 with a 256-bit key and then encrypted again using AES with a 256-bit key. Click HERE to see our Encryption brochure. (Need to insert link for brochure)

How do I select multiple images?

Click Settings, click on your Name at the top of the screen,then click on the Media Gallery. To select the image you wish to share, tap and hold the first image you want, you will then have the option to select more images.

How do I Export Cellcrypt backups?

1. Select the Menu icon.

2. Select Settings and scroll down to Export.

3. Select Export Cellcrypt Backup.

4. Choose to export only Contacts or Contacts and Messages.

5. Select the export folder, and set the export password. Note: Choose an export password that you will remember, as this will be used to import your backup.

6. Select Export.

How do I Import Cellcrypt backups?

1. Select the Menu icon.

2. Select Settings and scroll down to Import.

3. Select Import Cellcrypt Backup.

4. Select Choose File and select the backup you would like to import.

5. Enter the backup password.

6. Select Start Import

I get a 'Your device has been rooted' warning, what does this mean?

If your device is rooted it means that you have root access to the device. Rooting a device is also commonly known as jailbreaking. Rooting allows you to access system files and change things that read only on unrooted devices and could compromise your device's security.

How can I send a file other than an image?

Within the Cellcrypt Application and inside of a conversations, select the paperclip by the text box to send files, documents, pictures from your gallery, or take a photo.

How do I Export Cellcrypt backups?

1. Select the Menu icon.

2. Select Settings.

3. Select Import or Export Backup.

4. Choose to export only Contacts or Export Everything.

5. Set the export password. Note: Choose an export password that you will remember, as this will be used to import your backup

6. Allow the Cellcrypt application to access your Microsoft account information.

Importing to Cellcrypt

1. Open Microsoft OneDrive.

2. Select the Cellcrypt Backup you would like to import.

3. Choose to open the Backup with Cellcrypt.

4. Enter the backup password.

5. Select the Tick icon.

How do I select multiple images?

Within the Cellcrypt application select Settings, then click on your name and select Media Gallery. To select the image you wish to share, tap and hold the first image you want, you will then have the option to select more images.

How do I save an image to my gallery or send it to a source outside of the Cellcrypt application?

Within the Cellcrypt application select the image you wish to save or send, then select the the download image on the top right. Then select where you want to send your image. Press the x to cancel.

How do I add a Contact?

1. Select the Contact icon to go to the Contact Screen.

2. On the Contacts Screen select Add at the top right.

3. Select the Add Contact button in the Contact Selection

4. Fill in the contact's email address then select Add contact.

5. To add contacts from the device contact list select iPhone Contacts Book at the top right.

6. Select a contact from the address book. Confirm that the correct contact was imported then select Add contact.

How do I export Cellcrypt backups?

1. Select the Menu icon.

2. Select Settings and scroll down to Import or Export.

3. Select Export Cellcrypt Backup.

4. Choose to export only Contacts or Contacts and Messages.

5. Select the export folder, and set the export password. Note: Choose an export password that you will remember, as this will be used to import your backup.

6. Select Export.

How do I import a Cellcrypt Backup?

1. Select the Menu icon.

2. Select Settings and scroll down to Import or Export.

3. Select Import Cellcrypt Backup.

4. Select Choose File and select the backup you would like to import.

5. Enter the backup password.

6. Select Start Import.