Frequently Asked Questions
Download & Device Activation
Where can I download the app from?
You can install IONU from the Apple Store, Google Play and for your Mac or Windows PC at ionu.com/download.
What information do I need to submit to create an account?
The only information we require is an Email and Username, both are used as unique identifiers and are needed for account verification. It is optional to include your Full Name and Phone Number, both recommended so it’s easy for your friends, family and coworkers to invite you to securely communicate.
Why do I have to answer the Security Questions?
We decided to use Security Questions to provide an additional layer of security for our users. We choose questions that are uncommon on other sites, have a high number of possible answers and aren’t able to be socially engineered. We also use these answers to derive your public/private key pair. In the end, these answers protect your data, so don’t forget them!
How many devices can I activate?
We do not limit the number of devices an account has. In order to receive the most benefit from IONU, we encourage you to download the app on all of your devices.
How do I activate additional devices to my account?
1. Download the app from a new device.
2. Log in to your new devices with your account credentials
3. Answer your Security Questions (this is why it is so important to remember them).
4. Device is activated and you are ready to IONU.
What’s the first thing I should do once I’m inside the IONU app?
IONU is designed to enable you to communicate securely with the people you want to communicate with. We suggest inviting 5-10 of your closest relations to join IONU, as our system doesn’t allow other apps to communicate with ours (it was designed like this to protect your data).
Messaging
Who can I message with?
Only people that have the IONU app and who you have invite to message with. Users should invite 5-10 of closest relations to join IONU. We do not allow outside apps to communicate with our app due to increased security risk and data leakage.
Can I send messages over different operating systems?
Yes, we are a cross platform company. Users can send and receive messages from any device that has an IONU activated app.
What about IONU’s Message Features?
1. Recall = Message is recalled from the receiver's device, but stays on the sender's device.
2. Delete = Message is deleted from sender's device, but stays on the receiver's device.
3. Destroy = Sender is the only one with this option. Message is deleted from the sender's and receiver's device.
4. Delivery Receipt = Yellow check mark on senders device indicating message delivery confirmation.
5. Read Receipt = Green check mark on sender's device indicating message has been read by receiver.
6. Vanish on Read = Receiver is required to click on individual messages to open them and will have 30
seconds to read once they are opened, then the message is recalled.
7. Time to Vanish = Sender sets the time they want their sent messages to be visible on the receiver's device
before the message is recalled.
Can I retrieve deleted messages?
No, once messages are deleted, they are gone for good.
Privacy and Password
What if I forget my password?
1. Go to the User Administration Site from any web browser.
2. Type in your email and a correct captcha, then click “Request password reset”.
3. Go to your email and click “Confirm password change”.
4. You will then be directed to type your new password in.
*As a security precaution, changing your password from the User Admin Site will require you to re-answer your security questions when logging into your devices the first time after doing so.*
What if I forget my Security Question answers?
Unfortunately we cannot help you gain access to your account. In order to protect you and your information, IONU doesn’t have any access to your Security Questions or your Password (as outlined in our 10 Customer Commitments). For this reason, we hope you understand how important it is to remember your Security Question answers.
How do I change my password?
1. Log in to any activated device, including the User Administration Site.
2. Go to “Settings”.
3. Click on “Change Password”.
What if my device(s) are lost or stolen?
1. Log in to the User Administration Site.
2. Click on “Manage Devices”.
3. Choose to “disable” the device until it is found or completely remove IONU from the device.
Can I change my Security Questions?
Not at this time.
General
How much does IONU cost?
Free. We will always have a free option available for those who just want to text securely. We will soon be announcing additional features and functionality as an upgrade option.
How do I get my employer to sanction IONU?
Our goal is to have an entire enterprise suite of applications that will enable a mobile workforce, secure data in the cloud and protect critical information and IP.
Please call or email sales at 919-622-9990 or sales@ionu.com.
How should I contact IONU for support inquiries?
Email any questions, issues or comments to support@ionu.com. You may also go to Contact Support to submit an inquiry.
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