FAQ

FREQUENTLY ASKED QUESTIONS

Something is not working as it should. What is the first thing I should try?

In this case, please first shut down the Teamwire app completely. On iPhone or iPad please leave the app, then press the home button twice and remove the Teamwire app from the list of running apps. On Android please use the task manager to shut down the app. On the desktop please close the app. Once the Teamwire app has been shut down, please re-start the Teamwire app and see if your issue has been solved.
If the issue persists, please look in the FAQs below for a solution. If you cannot find a hint, please contact the support.

How is my privacy protected?

As a German company, your privacy and security are very important to us. Detailed information is available in our privacy policy and on our security website.
With Teamwire you only message and share privately with the colleagues you choose. Your group chats for your teams and projects are also completely private.
Teamwire will treat your data, information and content absolutely confidential. All user data and messaging content is anonymized and encrypted on our servers. Furthermore, we strictly adhere to strong German and European data protection laws, and all data is stored on servers in Germany only.
We also believe that the address book on your device is your own data. Thus, we do NOT store any data from your address book on our servers. Besides, we regularly try to delete data, as soon as we don't need it anymore to provide the service to you.
All communications between the app and the servers are encrypted, and in addition the transmission is encrypted via HTTPS (SSL 256-bit with Perfect Forward Secrecy). Also all data is stored encrypted on the servers (AES 256-bit). Additionally, all messages and digital content are encrypted by the sender before the transmission, and are only decrypted by the receiver after the transmission. Thus, all communications between the sender and receiver are completely protected, private and secure.

Why does Teamwire need access to my address book?

Teamwire will only access your address book, if the IT administrator of your enterprise decided to automatically connect you with your business colleagues via your address book. During the "connection" process we only access a minimal data set and also convert it to anonymized, non-invertible values. Afterwards even this data is immediately deleted from our servers.

Why is it important that I register with my real name?

The name is used in all push-notifications and messages, which your colleagues receive from you, and also identifies you in chats.

Why does Teamwire ask for my phone number and email address?

Teamwire requires these two personal identifiers, because it uses a 2-factor authentication mechanism for identity and security reasons. Since we will send a text message with a PIN to the phone number, ideally please use a mobile phone number.

I cannot find my colleagues in Teamwire. What should I do?

First, please check with your IT administrator, if the communication to certain internal people has been restricted. Second, please make sure that the missing colleagues have registered for Teamwire yet. If not, please tell them to install the Teamwire app. Third, please go to contacts in Teamwire and press "Update Contacts and Groups".

I canĀ“t receive push-notifications. How do I set up push-notifications?

On Android push-notifications for Teamwire should be enabled automatically. However, depending on the operating system version of Android you are using, differences may apply. If you have issues receiving push-notifications from Teamwire, please check in the settings of your Android device, if push-notifications are enabled.
On the iPhone (but not within the Teamwire app) launch "Settings" and tap on the "Notifications" menu. Make sure notifications are turned on in general, and then tap on Teamwire to make sure that notifications are turned on for "Sounds", "Alerts" and "Badges".
If push-notifications for Teamwire are enabled on an iPhone, you have to go to back "Settings" and turn on the "Airplane Mode" for 30 seconds and then turn it off again. Hereby you restart the push-notification service. If you launch Teamwire now, you should be all set.

Will I be charged for data roaming when I travel abroad and use Teamwire?

Possibly. This depends on your data plan. If costs incur for the usage of email or mobile internet while you are in foreign countries (or different states), then this will also be the case for the usage of Teamwire. However, you might have the chance to use a cost-free Wi-Fi connection.

How much data does Teamwire use?

The size of a text message is normally not more than 1-2 KB. The size of a multimedia message depends on the content (e.g. photo resolution) and/or the duration (e.g voice message).

Are messaging and sharing for free?

Yes. With Teamwire you can send unlimited messages, and share digital content for free. Since Teamwire requires a data connection, depending on your data plan, costs might incur from your wireless carrier and/or network operator.

What are groups?

You can create group chats for colleagues who you regularly communicate with (e.g your team, project group, etc.).
Besides you can define groups (similar to an email list) in the "Groups" tab, in order to be able to start new chats with a set group of colleagues with one-click.
In addition, your IT administrator can pre-configure groups for you, which will then appear in the "Groups" tab as well.

How do I start a new chat?

In the inbox of messages please press the new chat icon. Please search for and select one or more members for the chat (depending if you want to start a new 1:1 or group chat). Then type your first message in the text input field and press "Send".

How do I send digital content like photos, videos or locations?

Next to the text input field for a message you can find an office clip. By pressing the office clip, a menu with various digital content options appears. Please choose the digital content you want to send, e.g. select a photo from your media gallery, and then press "Send".

Where can I find read receipts?

In a chat please scroll as far as possible to the bottom. Below the last message and above the text input field, you can see a row with an eye icon. The profile pictures next to the eye icon indicate the chat members, who have read the last message.

How can I add or change a title of a chat?

When you start a new group chat, you can add a title. When a group chat already exists, please open the chat and press the group administration icon on the top right. There you can find an option to edit the title of the group chat.

Where can I see a list of all chat members?

At the top of a chat there is a row with profile pictures, which indicate who is a member of a chat. For a more detailed view please press the group administration icon on the top right, and see the list of chat members there.

What is the difference between deleting a chat and leaving a chat?

If you delete a chat in the inbox, it will be removed from your inbox until you receive new messages in that chat.
If you leave a chat, you will not receive any more messages from that chat. Leaving a chat is a final decision and cannot be undone.

How can I add a profile picture?

Please go to the profile tab. Please press on the main profile avatar, select a photo from your media gallery and press "Save".

I have feedback and/or need support. Who can I contact?

If you have feedback and ideas regarding our secure enterprise messaging app for mobile and desktop devices, or if you have questions and need support, please contact us via our contact page. Thanks!

LIBRARIES WE USE

The following sets forth attribution notices for third party software that may be contained in portions of the Teamwire product. We thank the open source community for all of their contributions.



The following packages are distributed under the MIT license:



keychain - Copyright (c) 2011 by Ruben Fonseca

phpjs - Copyright (c) 2013 by Kevin van Zonneveld

momentjs - Copyright (c) 2013 by Tim Wood and Iskren Chernev

smsdialog - Copyright (c) 2010 by Olivier Morandi

social - Copyright (c) 2004-2013 by Napp ApS

underscorejs - Copyright (c) 2013 by Marcel Gruenauer



Permission is hereby granted, free of charge, to any person obtaining a copy of this software and associated documentation files (the "Software"), to deal in the Software without restriction, including without limitation the rights to use, copy, modify, merge, publish, distribute, sublicense, and/or sell copies of the Software, and to permit persons to whom the Software is furnished to do so, subject to the following conditions:

The above copyright notice and this permission notice shall be included in all copies or substantial portions of the Software.

THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE.



The following packages are distributed under the BSD license:



GPUImage - Copyright (c) 2012 by Brad Larson, Ben Cochran, Hugues Lismonde, Keitaroh Kobayashi, Alaric Cole, Matthew Clark, Jacob Gundersen, Chris Williams.



Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met:

Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer.

Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution. Neither the name of the GPUImage framework nor the names of its contributors may be used to endorse or promote products derived from this software without specific prior written permission.

THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS "AS IS" AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE COPYRIGHT HOLDER OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.



The following packages are distributed under the Creative Commons Unported 3.0 license:



Latitude/longitude formulae & scripts - Copyright (c) 2002-2012 by Chris Veness



The complete license is available at: http://creativecommons.org/licenses/by/3.0/legalcode



The following packages are distributed under the Apache 2.0 license:



Appcelerator Titanium Mobile - Copyright (c) 2008-2013 by Appcelerator, Inc.

Android Pull To Refresh - Copyright (c) 2011, 2012 by Chris Banes, Copyright (c) 2013 by Naver Business Platform Corp.

gcmjs - Copyright (c) 2013 by iamyellow.net

imagefactory - Copyright (c) 2011 by Appcelerator, Inc.

iosnetwork - Copyright (c) 2012 by Benjamin Bahrenburg

map - Copyright (c) 2013 by Appcelerator, Inc.

recipientsview - Copyright (c) 2011 by Patugo GmbH

RoundedImageView - Copyright (c) 2013 by Vincent Mi

Securely - Copyright (c) 2013 by Benjamin Bahrenburg

SegmentedControl - Copyright (c) 2012 by Tim Poulsen

socialjs - Copyright (c) 2013 by Dawson Toth

styledlabel - Copyright (c) 2010-2011 by Appcelerator, Inc.

Universal Image Loader (c) 2011-2013 by Sergey Tarasevich



This software contains the following license and notice:

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