Frequently Asked Questions

FAQ Sections

General
Do I need to connect to the Internet to make calls and send messages?
Yes, the SC3 application must be connected to either WiFi or mobile data. Data charges will apply in accordance with your Mobile or Broadband Provider.
How much does it cost per minute to call someone in another country?
While all cellular providers charge different rates for international roaming calls, all that is required for a SC3 call is an Internet connection (either WiFi or mobile data). SC3 uses less than 3MB of data for a 10-minute call.
Can I change my SC3 account email address?
No, an email address used to register on SC3 can't be changed. If you want to change your email address, you will have to create a new SC3 account with the new email address.
Can I call someone who does not have the SC3 application using SC3?
Only SC3 to SC3 calling is supported.
I have a contact saved on SC3, but cannot call them. Why does this happen?
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 SC3 call. Depending on your MCA subscription, calling may not be available to you. Please contact Support.
Does the SC3 application need to be online in order to receive calls and messages?
Yes, your application needs to be online to receive calls and messages.
Does SC3 need to be open in order to receive calls and messages?
No, SC3 runs in the background and so does not need to be open to receive calls and messages.
Is Seecrypt SC3 supported on my devices's Operating System?
Seecrypt SC3 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.
I don’t have a smart phone. Can I use the SC3 application?
SC3 is only available for smart phones.
What is the Key Request?
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.
Can my messages and calls be decrypted?
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.
How do I know my communications are not being intercepted?
When you log into SC3 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.
Are there any backdoors in SC3 ?
SC3 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, 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 SC3.
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 SC3 use?
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.
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 Settings> Profile section of the app under Aliases). Note that your IT administrator can also share an approved list of contacts.
Why do I need to verify the Session ID during a call?
Check with your IT administrator for the appropriate instructions. Alternatively, download the Seecrypt SC3 application for your particular device from the Google Play Store, Apple iStore, BlackBerry World or the Windows Phone Store. Follow the installation prompts once the application is downloaded.
How can I invite my colleagues and/or friends to use SC3?
There are two ways to invite your colleagues and/or friends to use SC3.
  • On the Seecrypt My Portal my.seecrypt.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 SC3 application: You can select the Add Contacts icon and add your colleague's and/or friend's email address. If they are not registered on SC3, you will be given the option to send them an invitation to start using SC3. (This function is only available on Apple and Windows Phone devices)
Note: If you are using SC3 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 SC3 user list.
How can I delete my account?
Please visit the Seecrypt My Portal (my.seecrypt.com), and sign in using your SC3 username and password. You can delete your profile by selecting the Remove button.
How do I install SC3 on my device?
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.
How can I invite my colleagues to use SC3?
There are two ways to invite your company colleagues to use SC3:
  • On the My Portal (my.seecrypt.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 SC3 application: You can select the Add Contacts icon and add your colleague’s email address. If they are not registered on SC3, you will be given the option to send them an invitation to start using SC3 (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.
I have forgotten my password, how do I reset it
  • You can reset your password by selecting the Send Password Reset button in the SC3 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.seecrypt.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.
How do I change my password?
There are various ways to reset your account password.
  • Visit the Seecrypt My Portal (my.seecrypt.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 SC3 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.
Can I use the SC3 application on multiple devices?
When you add a contact from your Smartphone contact list to your SC3 application, that contact will only be added to your SC3 contact list if they are registered on SC3. If they are not registered on SC3, you will be given the option to invite them to start using SC3 (This function is only available on Apple and Windows Phone devices). Please note that SC3 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 Voice Cypher Ultra Administrator.
How do I Sign Out of the SC3 application?
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.
Are there is app advertisements?
No, there are no in app advertisements
How can I tell if contacts stored on my device contact list are registered on Seecrypt SC3?
When you add a contact from your device contact list to your SC3 application, that contact will only be added to your SC3 contact list if they are registered on SC3. If they are not registered on SC3, you will be given the option to invite them to start using SC3 (This function is only available on Apple and Windows Phone devices). Please note that SC3 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 Seecrypt.
I did not receive my verification email after creating my SC3 account. How can I verify my account?
If you do not receive your verification email to complete your registration process, please contact Seecrypt Support by emailing support@seecrypt.com. Our support team will assist in verifying your account.
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 SC3 application. What can I do?
We suggest that you reset your password. If the problem persist please contact Seecrypt Support by emailing support@seecrypt.com.
My SC3 application notifies me that I have an Unverified Connection. What does this mean?
Your Internet connection might be going through a service provider that is attempting to modify your network security level. Try using another Internet connection.
Can I call someone on an iPhone, from my Android/Windows/Blackberry device?
Yes, calls are possible between all devices, provided both devices have SC3 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 SC3 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 Seecrypt Support by emailing support@seecrypt.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.

Android
How do I select multiple Images?
Before multiple images can be selected in the SC3 application, the Multiple Image setting needs to be activated in the SC3 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 SC3 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 SC3 backups?
How do I Export SC3 backups?
  • Select the Menu icon.
  • Select Settings and scroll down to Export.
  • Select Export Seecrypt 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.
How do I Import SC3 backups?
Importing to Seecrypt SC3:
  • Select the Menu icon.
  • Select Settings and scroll down to Import.
  • Select Import Seecrypt Backup.
  • Select Choose File and select the backup you would like to import.
  • Enter the backup password.
  • Select Start Import
I get a 'Your device has been rooted' warning when using the MCA, 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 file?
Navigate to the file (PDF, Word, Video, etc) on your device and select to share it using the MCA.

Windows Phone
How do I Export SC3 backups?
Exporting from Seecrypt SC3:
  • 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 SC3 application to access your Microsoft account information.
  • How do I Import :application_name backups?
Importing to Seecrypt SC3:
Importing from Seecrypt SC3:
  • Open Microsoft OneDrive.
  • Select the Seecrypt Backup you would like to import.
  • Choose to open the Backup with Seecrypt SC3.
  • Enter the backup password.
  • Select the Tick icon.
How do I update my Windows Phone to 8.1?
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

Apple
How do I Export SC3 backups?
Exporting from Seecrypt SC3:
  • 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.
How do I import SC3 backups?
Importing to Seecrypt SC3:
  • Open the email containing your Seecrypt Backup.
  • Select Seecrypt Backup attachment.
  • Choose to open the Backup with Seecrypt SC3.
  • Enter the backup password.
  • Select Done.
I get a 'Your device has been jailbroken' warning when using the MCA, what does this mean?
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.

BlackBerry
Is Blackberry 10 supported?
Seecrypt SC3 is supported on all devices that are using system upgrade 10.2.1 and up. Please go to BlackBerry World and search for the SC3 application. If SC3 is supported on your BlackBerry, you will be able to find SC3 on BlackBerry World.
How do I Export SC3 backups?
Exporting from Seecrypt SC3:
  • Select the Menu icon.
  • Select Settings and scroll down to Import or Export.
  • Select Export Seecrypt 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.
How do I import SC3 backups?
Exporting from Seecrypt SC3:
  • Select the Menu icon.
  • Select Settings and scroll down to Import or Export.
  • Select Import Seecrypt Backup.
  • Select Choose File and select the backup you would like to import.
  • Enter the backup password.
  • Select Start Import.
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