Frequently Asked Questions

We hope you find answers to all your questions. However, if you do not see your question listed, please do not hesitate to message support@squealock.com for additional help. Thank you for your patience.

Why does the app crash when I try to open a received message?

This is happening because you probably updated to the latest version of Squealock without completely uninstalling the old one first. It could also be because your old private key is still stored on your device, and cannot be used to decrypt messages received from someone using the latest app version. To resolve this problem, simply uninstall the app, and then reinstall it and login using the same credentials, and voilà! You should then be able to exchange messages with other users without the app crashing when you open a received message. If your recipients can't open your messages after you reinstall the application, simply make sure they uninstall and reinstall as well, then have them message you after they log back into the system.

Why am I getting an error message when trying to message someone?

You are experiencing this issue because the person you are trying to message probably just updated to the latest version of the application, but still has an old set of keys which can't be used to encrypt the message you are about to send them. To resolve this, simply ask your contact to completely uninstall and reinstall Squealock, and then have them message you once they log back in. Once you reply to their message, it should go through and the issue should be resolved.

Why is the message not appearing when I open it?

Reasons why this happens:

1- When your message sender is experiencing poor Wi-Fi or data connectivity while the message is being sent; simply turning the Wi-Fi or phone data off and back on should resolve this issue, once they resend the message.

2- This may occur when you are receiving a video file on your Android phone from an iPhone user. This issue tends to happen with certain Samsung phones (especially the S5, S6, and Note 5), and seems to be hardware or Operating System related. In some cases, the video is displayed but appears stretched. We apologize for the inconvenience.

I see notifications but no message.

When you message an iOS user and they take a screenshot of your message, you will receive a notification that tells you who took the screenshot. Such notification is not related to a new message, but rather to simply inform you of the screenshot. If the notification you are seeing is not screenshot related however, it may be to data connectivity. In that case, simply exit the Inbox page, close the app, and return to it. You message should then appear. We do recommend that you wait a few seconds after you access the "Inbox" page in some cases, for your message to load.

I can't see uploaded files in the message field.

When you upload a file, it doesn't actually appear in the message field, but will be delivered once you press "Send" or " ". Please note that you are currently not able to directly attach pictures from Google Drive, Dropbox or other similar services. You will need to download the picture onto your device first, and then proceed to attach it to your message from there. If the file is too big, you will see a warning and won't be able to attach it.

How does your encryption work?

Without disclosing too much (the bad guys may be reading this), let's just say we generate a random key for the military-grade encryption we are using (AES-256), and encrypt the message text. We then lock everything with the receiver's public key, and send it securely to the server. The receiver then securely fetches the message, then decrypts the message with their private key which is stored on their device. So, even if someone (including us) manages to gain access to our servers , they still won't be able to decrypt your messages while in transit. We do not keep encrypted messages on our servers once they are delivered, as they self- destruct once read.

Why are my messages being delayed?

This issue could be due to your phone not having a strong internet connection. Also if you are using Wi-Fi, try turning it OFF and then back ON if you have a data plan on your phone, to see if the issue gets resolved. If it doesn't, please try and reboot your wireless router or try connecting to other secure Wi-Fi hotspots; or email support@squealock.com for further assistance.

I only see myself when I answer a video call.

This issue is due to poor data or Wi-Fi connectivity either one your end or on the caller's end. Simply turn your connection OFF and back ON to see if this issue is resolved, or contact support@squealock.com for assistance.

How do I change my user ID or SLID?

1- Once you log into the application, simply access the app's settings page, then press "Change my user ID".

2- On the next screen, enter your current user ID in the "Old user ID" field, your current password and your new user ID of choice in their respective fields, then press "Change ID". Please note that if the new user ID is already in use, you will see the message "Invalid user ID", in which case you will need to try and enter another new user ID until the change goes through.

How do I reset or change my password?

You are only able to reset or change your password, if you provided a valid email during the registration process. If you did not provide an email (not required), you will not be able to reset or change the password, simply because even Squealock Systems cannot see your registration record as it is encrypted. You will need to uninstall the application, reinstall it, and then create a new account.

If you did provide a valid email during registration, do the following to reset your password: 1- Start the application, and on the Login screen, press "Forgot Password" 2- On the next screen, press "Request temp. password" , and enter your current user ID and the email you provided during the registration process, then press "Submit".

3- Wait a few minutes and check your email for the temporary password. We recommend entering the temporary password manually instead of copying and pasting (adds extra space to password).

4- Return to the Login Screen, press "Forgot Password", then "Set my own password".

5- On the next screen, enter your current user ID, the temporary password from your email, and enter your new password of choice twice (to confirm), then press "Submit" . Please note that your password must be at least 10 characters long, and must include a number (5,9,0...), and a sign ($ & @ ..). Once your password is changed, enter your current user ID and new password into the Login screen, and voilà!

Why do you only allow 100 characters to be entered into the text field?

Because messages sent through Squealock self-destruct once read, we determined that limiting the text to 100 characters would give users adequate time to read the whole message before this happens. Besides, Squealock is mostly used by business people who don't have time to read long text messages all day; so limiting characters forces contacts to keep it short and straight to the point. Finally, there are also some security benefits (which we would rather not disclose) in limiting the characters to a 100.

Is Squealock Open source? How do I know it’s as secure as you claim?

We are strong believers in security through obscurity, and aren't making the application open source at this time. Nonetheless, Squealock has been thoroughly vetted by police department forensic analysts, and cybersecurity experts, just to name a few, and no usable information has ever been recovered. Contrary to common belief, analyzing only the source code in vetting encryption software is never a good idea (sugar pill), simply because there is no guarantee that there aren't any backdoors in the published version of the application. The same goes for codes that have been audited by reputable organizations, as ongoing future changes may inadvertently result in new vulnerabilities. You are better off vetting an encryption product by doing your own testing of the build you are using; something anyone who could ready open source software can manage to do. The fact that Squealock has been banned in countries like China and Iran is definite proof that we are doing something right.

How do you make money?

Squealock is funded by our beloved users who subscribe to our service in support of our vision. We therefore do not answer to anyone but our users! Our revenue from subscriptions helps us cover business and development costs, as we continue to add more features to the app, the latest being the encrypted video conferencing with up to 6 participants. Protecting your privacy also means not selling ads or adding third party SDKs that my spy on you to the application. We have so far kept away from shady investors and government grants with some strings attached, and we intend to keep it that way with your help.

Why don’t you offer group chat?

Group chat normally requires keeping conversation logs, so group members able to make sense of the conversation flow. We currently offer this functionality to the Enterprise version of Squealock, and will soon come up with a unique secure group chat concept for the Google Play and Appstore versions of the app, while maintaining its ephemeral nature.

Aren't you concerned about terrorism?

If we as a society have learned anything over the past few months, it is that encryption is more crucial than ever. If hackers can manage to get into high level politicians’ email accounts, they could certainly do the same to anyone. Just as there isn't a ban on all guns for fear a terrorist could easily acquire one, encryption products are essential in protecting your constitutional right to privacy. We understand people's concerns in making encryption products like Squealock available to the public, and work proactively to address them. We actively monitor live users by posing as regular users on the platform, to ensure they are abiding by our rules, and make it easy for our users to report anyone who adds offensive, violent or hateful narratives to their profile.

How does Squealock compare to the other secure communication solutions?

Most secure chat apps do a decent job of encrypting the communication, but do not go far enough in protecting your personal information and preventing your messages from being used to blackmail or extort you. Squealock does far more in this area, by collecting the least amount of data (encrypted on server) possible and allowing users to communicate using their own user IDs that can be changed at anytime, with no phone number, email or contact list access requirements. Squealock' s Signature Selective Blocking allows you to have full control over who can have access to you, and what files they are able to send you. Squealock has a pending patent on its Changeable user ID and selective blocking features, and is the only secure messaging app currently offering both. Squealock does not keep logs of any conversation, and destroys all traces of messages once they are read.

Why can't I log in?

If you are unable to log into your account, first check and make sure you are entering the correct user ID and password. You can also reset your password, if forgotten. Remember to set your own password within the app in order to log in. Your temporary password cannot be used to log in, but is required in order for you to set your own password.

If you are using an Android device, and believe this is not the issue,
-Try rebooting your device by turning it OFF and then back ON
- Check your phone to see if data is enabled.
-If using WI-FI, go to Settings > Wi-Fi. From the menu button choose "Advanced" Keep Wi-Fi on during sleep, and make sure it is set to Always or Only when plugged in

If you are using an iOS device,
-Try rebooting your device by turning it OFF and then back ON
- Check your phone to see if data is enabled.
-If using WI-FI, go to Settings > Wi-Fi , and check if you are connected to the right network.

If you are still having issues after trying these steps, please contact your mobile provider so they can help you determine whether your connection is correctly set up on your phone.


Lets get in touch. Send us a message:

Seattle, Washington

Technical Support: support(at)squealock.com

Business Inquiries: partners(at)squealock.com

Media Inquiries: mediarelations(at)squealock.com