Frequently Asked Questions
Yes, the CCNG application must be connected to either WiFi or mobile data. Data charges will apply in accordance with your Mobile or Broadband Provider.
While all cellular providers charge different rates for international roaming calls, all that is required for a CCNG call is an Internet connection (either WiFi or mobile data). CCNG uses less than 3MB of data for a 10-minute call.
No, an email address used to register on CCNG can't be changed. If you want to change your email address, you will have to create a new CCNG account with the new email address.
You, the contact you are trying to call, or both are not connected to the Internet. Both parties need to be online to make a successful CCNG call. Depending on your MCA subscription, calling may not be available to you. Please contact Support.
Yes, your application needs to be online to receive calls and messages.
No, CCNG runs in the background and so does not need to be open to receive calls and messages.
Cellcrypt CCNG is supported on the following device Operating Systems:
  • Android devices with Android 4.0.3 and higher.
  • BlackBerry 10 devices.
  • Apple devices with iOS 7 and higher.
  • Windows devices with Windows Phone 8.1 and higher.
Please visit Google Play, the Apple App Store, BlackBerry World or the Windows Phone Store on your device to verify compatibility.
The Key Request allows you to trust that communications with contacts that you have exchanged keys with are encrypted and secure. Before sending a secure message to a contact, you should confirm the Key Request Code displayed in the conversation using another platform, such as email or a text message.
Your information can not be decrypted as it is stored on your device, and each app uses a key that is unique to the device on which it is installed as well as the client to which the application is registered.
When you log into CCNG 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.
CCNG 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 centralised key authority, and all key exchanges occur user to user
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 CCNG.
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.
All communication sessions are encrypted using double-layer AES 256 & RC4 384 in an end-to-end configuration. Unique ephemeral session keys are derived using ECC for each and every call. The app does not make use of a centralized Public Key Infrastructure. During the second quarter of 2016 an upgraded version of the MCA will be rolled out including support for 521-bit ECC and the ChaCha20 algorithm. The ChaCha20 algorithm will be replacing RC4 in line with the global deprecation of RC4. The migration will support backward compatibility with existing versions.
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 Settings> Profile section of the app under Aliases). Note that your IT administrator can also share an approved list of contacts.
Call Session ID's are unique for each call. Verifying the Session ID ensures that your communications are secure.
This functionality is currently not available on CCNG.
Please visit the Cellcrypt My Portal (my.cellcrypt.com), and sign in using your CCNG username and password. You can delete your profile by selecting the Remove button.
Download the app for your device from the Google Play Store, Apple iStore, BlackBerry World or the Windows Phone Store. Follow the installation prompts once the application is downloaded.
There are two ways to invite your company colleagues to use CCNG:
  • On the My Portal (my.cellcrypt.com): You can invite company colleagues and/or friends via the Invite tab in the Control Panel on the left of the web page.
  • From your CCNG application: You can select the Add Contacts icon and add your colleague’s email address. If they are not registered on CCNG, you will be given the option to send them an invitation to start using CCNG (This function is only available on Apple and Windows Phone 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.
  • You can reset your password by selecting the Send Password Reset button in the CCNG application. An email will be sent to the email account you used to register on the MCA, 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.
  • 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 account you used to register on the MCA, 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.
There are various ways to reset your account password.
  • Visit the Cellcrypt My Portal (my.cellcrypt.com) and sign in using your username and password. You can change your password by selecting the Send Password Reset button. An email will be sent to the email account you used to register on CCNG containing a Reset Password link. This link is valid for 24 hours only. Follow the link to reset your password. If you still cannot change your password, please contact Support.
You can install CCNG application on as many devices as you want, however you can only be signed in to CCNG 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 CCNG on your current device.
Only Windows Phone supports the Sign Out function at this time. To sign out:
  • Go to settings.
  • Select the menu icon then select sign out.
No, there are no in app advertisements
When you add a contact from your device contact list to your CCNG application, that contact will only be added to your CCNG contact list if they are registered on CCNG. If they are not registered on CCNG, you will be given the option to invite them to start using CCNG (This function is only available on Apple and Windows Phone devices). Please note that CCNG 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 your company Cellcrypt.
If you do not receive your verification email to complete your registration process, please contact Cellcrypt Support by emailing support@cellcrypt.com. Our support team will assist in verifying your account.
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.
We suggest that you reset your password. If the problem persist please contact Cellcrypt Support by emailing support@cellcrypt.com.
Your Internet connection might be going through a service provider that is attempting to modify your network security level. Try using another Internet connection.
Yes, calls are possible between all devices, provided both devices have CCNG installed on them.
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.
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.
Before multiple images can be selected in the CCNG application, the Multiple Image setting needs to be activated in the CCNG settings. To switch on the Multiple Image setting, go to Settings. In settings, under Image Sharing, select the Multiple Images tick box to activate the setting. In the CCNG application, when selecting images from the device Gallery, tap and hold the first image you would like to send, you will then have the option to select more images. This function is only supported on Android devices with Android versions 4.4 and higher.
How do I Export CCNG backups?
  • Select the Menu icon.
  • Select Settings and scroll down to Export.
  • Select Export Cellcrypt Backup.
  • Choose to export only Contacts or Contacts and Messages.
  • 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.
  • Select Export.
Importing to Cellcrypt CCNG:
  • Select the Menu icon.
  • Select Settings and scroll down to Import.
  • Select Import Cellcrypt Backup.
  • Select Choose File and select the backup you would like to import.
  • Enter the backup password.
  • Select Start Import
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.
Navigate to the file (PDF, Word, Video, etc) on your device and select to share it using the MCA.
Exporting from Cellcrypt CCNG:
  • Select the Menu icon.
  • Select Settings.
  • Select Export.
  • Choose to export only Contacts or Export Everything.
  • Set the export password. Note: Choose an export password that you will remember, as this will be used to import your backup.
  • Allow the CCNG application to access your Microsoft account information.
  • How do I Import :application_name backups?
Importing from Cellcrypt CCNG:
  • Open Microsoft OneDrive.
  • Select the Cellcrypt Backup you would like to import.
  • Choose to open the Backup with Cellcrypt CCNG.
  • Enter the backup password.
  • Select the Tick icon.
To check which version of Windows Phone you have installed on your device, please go to Settings. In Settings, select System, About, and More info. You can view the version of Windows on your Windows Phone here. To update to Windows Phone 8.1, please go to Settings. In Settings, select System, Phone, Phone update and Check for updates
Exporting from Cellcrypt CCNG:
  • Select Settings.
  • Select Export contacts & conversations.
  • Choose to export only Contacts or Conversations and Contacts using the Export conversation items toggle switch.
  • Set the export password. Note: Choose an export password that you will remember, as this will be used to import your backup.
  • Select Encrypt and export.
  • Fill in the email address to send your Backup to.
  • Select Send.
Importing to Cellcrypt CCNG:
  • Open the email containing your Cellcrypt Backup.
  • Select Cellcrypt Backup attachment.
  • Choose to open the Backup with Cellcrypt CCNG.
  • Enter the backup password.
  • Select Done.
If your device is jailbroken it means that you have root access to the device. Jailbreaking allows you to access system files and change things that read only on devices that are not jailbroken and could compromise your device's security.
Cellcrypt CCNG is supported on all devices that are using system upgrade 10.2.1 and up. Please go to BlackBerry World and search for the CCNG application. If CCNG is supported on your BlackBerry, you will be able to find CCNG on BlackBerry World.
Exporting from Cellcrypt CCNG:
  • Select the Menu icon.
  • Select Settings and scroll down to Import or Export.
  • Select Export Cellcrypt Backup.
  • Choose to export only Contacts or Contacts and Messages.
  • 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.
  • Select Export.
Exporting from Cellcrypt CCNG:
  • Select the Menu icon.
  • Select Settings and scroll down to Import or Export.
  • Select Import Cellcrypt Backup.
  • Select Choose File and select the backup you would like to import.
  • Enter the backup password.
  • Select Start Import.
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