FAQ

Welcome to the LetMobile support portal. You can find answers to frequently asked questions below. If you have any additional questions simply contact our support team at support@letmobile.com

• Thank you for your interest in LetMobile. With LetMobile, you can easily manage workforce mobility while maintaining the highest levels of data security and compliance. You can enable your corporate users to connect to work email from their personal mobile devices and enjoy the best user experience such devices can offer. Below you may find quick answers to some of the questions you may have about the LetMobile service, its use and set up process.

  • Q:What is LetMobile?
    A:
    LetMobile is a security solution that protects corporate data on personal mobile devices. It was designed to meet the needs of large enterprises in an on-premise configuration as well as of smaller businesses through a cloud service in a SaaS model. After you set it up, you can immediately invite your corporate users to join in and add their mobile devices to the service. When they join you immediately have the tools you need for managing the use of mobile devices in your organization, protecting corporate data as it is being used on mobile devices and meeting compliance requirements.
    In addition, your corporate users can leverage their personal smartphone and tablet devices to read corporate email using their native email application, hassle-free – no intrusive software, annoying security policies etc. And, you can also allow users to manage their own LetMobile account remotely – block access to their email account if their device has been lost or stolen, find their device on a map, review their own usage statistics etc. offloading from the help desk burden.

  • Q:How do I join?
    A:
    Joining LetMobile is easy. Please sign up here and we will contact you shortly with simple guidelines.
  • Q:I am not the IT decision maker in my company but would definitely want to use LetMobile? Can I?
    A:
    In order to use LetMobile for your corporate email, your company has to be signed up for our service. We would appreciate it if you could refer your IT manager or administrator to us for signing up (trial is free-of-charge). They can sign up directly here or ask for more information at info@letmobile.com.
    However, if it is your private Gmail account that you want to protect, then there are no restrictions – you are most welcome to sign up as a user and get started here.
  • Q:How do users set up the LetMobile service on their device?
    A:
    Setting up a device and connect to the LetMobile service is extremely easy. First, users need to signup for LetMobile and login to their user portal (they can open the login window from the top right corner of the LetMobile website, or click here). Then they need to click on “Add New Device” and closely follow the simple device registration process.
  • Q:Can users add more than one device?
    A:
    Absolutely, with ease. Users should login to LetMobile, choose “Add New Device” and follow the set up process. It is the same process they’ve followed when connecting their first device. Note that at the moment LetMobile supports only one device per type i.e. one iPhone, one iPod, one iPad and one Android device (i.e. max. of 4 devices per user).
  • Q:How do my users regularly use the LetMobile service?
    A:
    After users sign up to the LetMobile service and add their devices, all their work email, calendar, contacts and attachments are automatically protected.

    Email

    Users may continue to use the native email application of their devices for reading both personal and work email - note that for work email, users only see the subject of the email and who is it from but not a preview of the email message itself. When they open an email message they don’t see the original email body but instead see a message asking them to login and a link to the login page.
    In the login page users are requested to enter their email address and LetMobile password (password is case sensitive).
    They then have to go back to the email application and freely read their work email.

    Users are not requested to enter a password for every email message, just for the first one. There is a timeout mechanism that logs them out of the service automatically if it hasn’t been active for a while – you can set the length of the timeout period in the LetMobile management console.

    Contacts

    Work contacts appear in the native contacts applications of the mobile devices in use. However, they only include the required details for a proper use of the phone and the caller ID functionality: name and phone numbers. For additional contact information, users need to click on the link at the bottom of the contact page. This link directs them to a web page with all the contact details including email addresses, notes etc. If a user is not logged in to the LetMobile service, she needs to enter her username and LetMobile password before getting access to all the contact details.

    Calendar

    Work calendar items appear in the native calendar application of the mobile devices in use. However, they only include the required details for properly managing users’ schedule: appointments name, attendee list and time. For additional appointment details, users need to click on the link at the bottom of the appointment page. This link directs them to a protected page with all the appointment details such as location information, notes, attachments, call in details for conference calls (bridge numbers) etc. If a user is not logged in to the LetMobile service, she needs to enter her username and LetMobile password before getting access to all the details. Note: on iPad and a few Android devices there is no link at the bottom of the appointment page, just a web address which has to be copied manually into the browser for accessing all the appointment details. Users may also use the 4-digit ID number of each appointment to search for it in the LetMobile login page on the mobile device.

    Attachments

    Attachments to email messages or calendar appointments are displayed on-demand when users click on the attachment icon within a message. Note that for security purposes, attachments cannot be saved to users’ mobile devices nor can they be edited.

  • Q:One of my users has misplaced her device. How can I help her?
    A:
    Users can locate their own devices on a Google map in the LetMobile user portal. For privacy purposes LetMobile doesn’t allow administrators to locate users’ devices. However, you may either lock user access or completely remove a user device from the service.
  • Q:Are users required to enter a password every time they unlock their phone?
    A:
    No. LetMobile acknowledges the fact that a smart mobile device is also used for non-sensitive personal work and therefore does not impose any additional restrictions or policies on the device itself. LetMobile only asks for a password when users are trying to access corporate data and not for accessing personal music, photos, games, apps etc.
  • Q:Does the LetMobile service protect other items on users’ mobile devices, or just the corporate email account?
    A:
    LetMobile was designed to only protect corporate information on users’ mobile devices in order to not interfere or impose any changes to the personal use of these devices. If users want to protect additional information or applications on their mobile device they can of course do that using one of the many consumer solutions that are available for that purpose.
  • Q:What if one of my users has forgotten their LetMobile password?
    A:
    Users can reset their password by going to the login page (top-right corner of the LetMobile website) and click on forgot password. They are then asked for their email address and a new password is sent over to them.
    Alternatively, you may reset a user’s password in the administrator management console under “Users Management”.
  • Q:One of my users has tried to install the LetMobile profile on their iPhone or iPad device but received an error message (or the profile wasn’t installed). Is there another way to connect their device to the LetMobile service?
    A:

    Yes. Please ask the user to:

    • Login to LetMobile
    • Click "Manage" next to the device they failed to connect
    • Click "Remove" in the "Remove account" section
    • Click on Add New Device once more, complete step 1 and choose the manual set up option in the beginning of step 2
  • Q:Who do I call for support? What’s your SLA?
    A:

    For any support issue please email support@letmobile.com. Alternatively, you may leave us a message at +1 650 241-1438.

    We will attend to your request immediately and get back to you with a solution or an update within 12 hours.

  • Q:You have mentioned a few passwords that I should use when setting up and working with your service. Can you please explain in more detail what are the different passwords and when are they used?
    A:
    Yes.

    Setting up the LetMobile service for your organization requires that you set up an administrator username and password for yourself (simple password).
    Separately, setting up a user account and adding mobile devices to the service requires the use of three different passwords. Don’t be alarmed - the ongoing use of our service only requires one password, which complexity and length are set by the system administrator.

    1. Corporate password – this is the password you use for logging in to your corporate network as a user. Together with your username, these are collectively your corporate credentials for basic authentication. You only need to enter this password once when you set up a new device. Note that we never store this password in our cloud service nor on your mobile device, preventing any attempts of stealing it.
    2. One-time password for adding a new device – with all other mobile email solutions, users are requested to store the corporate password on their mobile devices to enable push email functionality. LetMobile replaces this password with a complex password it generates uniquely per added device and users are only required to enter it once when adding a new device (and replace it if the corporate password has changed). For iOS devices (iPad, iPhone and iPod) this password is even entered automatically, with no user intervention (users will only be required to update it if their corporate password has changed).
    3. LetMobile password – when setting up a new LetMobile account users are requested to choose a password for themselves. This password is used regularly when using LetMobile for logging in to the service from the mobile device and for logging in to the user portal. The complexity and length requirements of this password are defined by the system administrator.

• Thank you for using LetMobile. It will allow you to connect your mobile device to your corporate email account with ease. Below you may find quick answers to some of the questions you may have about the LetMobile service, its use and set up process.

  • Q:What is LetMobile?
    A:
    LetMobile is a security solution that protects corporate data on employees’ personal devices (privately-owned but also company-owned). It allows you to use your smartphone and tablet devices to read corporate email and browse through your corporate contact list and calendar using the native applications of your preferred device, hassle-free – no intrusive software, security policies etc. It’s a personal device after all…
  • Q:How do I set up the LetMobile service on my device?
    A:
    Setting up your device and connecting to the LetMobile service is extremely easy. First, signup to LetMobile and login to your user portal (open the login window from the top right corner of the LetMobile website. Then, click on “Add New Device” and closely follow the simple device registration process.
  • Q:How do you I regularly use the LetMobile service?
    A:
    After you have registered to the LetMobile service, all your work email, calendar, contacts and attachments are automatically protected.

    Email

    You may still use your native email application for reading both your personal email and work email. You can notice that for work email, you can only see the subject of the email and who is it from but not a preview of the email message itself. When you open an email message you don’t see the original email body but instead you see a message asking you to login and a link to the login page.
    In the login page you are requested to enter your email address and your LetMobile password (password is case sensitive).
    You then have to go back to your email application and freely read your work email.

    You are not requested to enter a password for every email message, just for the first one. There is a timeout mechanism that logs you out of the service automatically if it hasn’t been active for a while, after which you are prompted for a password again.

    Contacts

    Work contacts appear in your native contacts application on your mobile device. However, they only include the required details for a proper use of the phone and the caller ID functionality: name and phone numbers. For additional contact information, you need to click on the link at the bottom of the contact page. This link directs you to a web page with all the contact details including email addresses, notes etc. If you are not logged in to the LetMobile service, you need to enter your username and LetMobile password before you get access to all the contact details.

    Calendar

    Work calendar items appear in your native calendar application on your mobile device. However, they only include the required details for properly managing your schedule: appointments name, attendee list and time. For additional appointment details, you need to click on the link at the bottom of the appointment page. This link directs you to a protected page with all the appointment details such as location information, notes, attachments, call in details for conference calls (bridge numbers) etc. If you are not logged in to the LetMobile service, you need to enter your username and LetMobile password before you get access to all the details. Note: on iPad and a few Android devices there is no link at the bottom of the appointment page, just a web address which has to be copied manually into the browser for accessing all the appointment details. You may also use the 4-digit ID number of each appointment to search for it in the LetMobile login page on the mobile device.

    Attachments

    Attachments to email messages or calendar appointments are displayed on-demand when you click on the attachment icon within a message. Note that for security purposes, attachments cannot be saved to your mobile device nor can they be edited.

  • Q:I have misplaced my device. Can LetMobile help locate it?
    A:
    Absolutely. If you allowed LetMobile to use your location you may login to LetMobile, click the "Manage" button next to the misplaced device and click on "Find". You then see the location of your device (or devices, if you’ve added more than one) on a Google map.
  • Q:I have misplaced my device but I now know where it is. Until I get it back I want to make sure that no one can read my corporate email. Can I do that?
    A:
    Yes. Login to LetMobile from any browser, click on "Manage" next to the device you want to logout from and click on "Logout" in the "Remote logout" section. Confirm and you are done. Once your device is retrieved you may login again and continue reading your email safely and conveniently.
  • Q:I have lost my device. Can I permanently remove it from the LetMobile service?
    A:
    Yes. Login to LetMobile, click on "Manage" next to the device you want to remove and click "Remove" in the "Remove device" section. This will remove the device from the LetMobile service, delete all corporate data from the device and block any current or future access to your corporate account from that device.
  • Q:I understand that LetMobile is using a password to protect my work email. Do I need to enter a password every time I unlock my phone?
    A:
    No. LetMobile acknowledges the fact that this is your personal device and therefore does not impose any corporate restrictions or policies on it. LetMobile only asks for a password when you are trying to access corporate data (e.g. when you open a work email message on your mobile device) and all personal use of the phone is not restricted – you may freely access your music, photos, games, apps etc.
  • Q:Does the LetMobile service protect my personal items too, or just corporate data?
    A:
    LetMobile was designed to only protect corporate information on your mobile device in order to not interfere or impose any changes to your personal use of it. You may freely continue to use your device as before – we will make sure to protect corporate information on it.

    As this is your personal mobile device, you may want to protect your personal data and you can of course do that using one of the many solutions that are available for that purpose.

  • Q:I have another device that I want to connect to my work email. Can I add this device to the LetMobile service myself?
    A:
    Absolutely, with ease. Login to LetMobile, choose "Add New Device" and follow the set up process. It is the same process you’ve followed when connecting your first device.
  • Q:I have forgotten my LetMobile password. What should I do?
    A:
    Go to the Login page (you may access it from the top-right corner of the LetMobile website) and click on forgot password. Enter your email address and we will send you a message with a link to a reset password page.
  • Q:I have tried to install the profile on my iPhone or iPad device but received an error message (or the profile wasn’t installed). Is there another way to connect to the LetMobile service?
    A:
    Yes. Please:

    • Login to LetMobile
    • Click "Manage" next to the device you failed to connect
    • Click "Remove" in the "Remove account" section
    • Click on Add New Device once more, complete step 1 and choose the manual set up option in the beginning of step 2

• Thank you for using LetMobile. It will allow you to connect your mobile device to your Gmail account with ease to make sure your personal Gmail data is protected when accessed from your mobile device. Below you may find quick answers to some of the questions you may have about the LetMobile service, its use and set up process.

  • Q:What is LetMobile?
    A:
    LetMobile is an online service that protects your Gmail data on your mobile devices. It allows you to use your smartphone and tablet devices to read your personal Gmail messages using the native email applications of your preferred device, hassle-free – no intrusive software or dedicated applications. In addition, LetMobile will allow you to manage your account remotely – block access to your email account if your device has been lost or stolen, find your device on a map, review usage statistics etc.
  • Q:How do I set up the LetMobile service on my device?
    A:
    Setting up your device and connecting to the LetMobile service is extremely easy. First, signup to LetMobile and login to your user portal (open the Login window from the top right corner of the LetMobile website. Then, click on "Add New Device" and closely follow the simple device registration process.
  • Q:How do you I regularly use the LetMobile service?
    A:
    After you have registered to the LetMobile service and added your mobile device or devices, your Gmail account is automatically protected.

    Email

    When you use LetMobile for Gmail with the native email app of your mobile device, you will notice that you can only see the subject of the email and who is it from but not a preview of the email message itself. When you open an email message you don’t see the original email body but instead you see a message asking you to login and a link to the login page.
    In the login page you are requested to enter your email address and your LetMobile password (password is case sensitive).
    You then have to go back to your email application and freely read your email.

    You are not requested to enter a password for every email message, just for the first one. There is a timeout mechanism that logs you out of the service automatically if it hasn’t been active for a while, after which you are prompted for a password again. You can set the timeout length yourself in your "My Devices" page.

    Contacts

    Contacts appear in your native contacts application on your mobile device. However, they only include the required details for a proper use of the phone and the caller ID functionality: name and phone numbers. For additional contact information, you need to click on the link at the bottom of the contact page. This link directs you to a web page with all the contact details including email addresses, notes etc. If you are not logged in to the LetMobile service, you need to enter your username and LetMobile password before you get access to all the contact details.

    Calendar

    Calendar items appear in your native calendar application on your mobile device. However, they only include the required details for properly managing your schedule: appointments name, attendee list and time. For additional appointment details, you need to click on the link at the bottom of the appointment page. This link directs you to a protected page with all the appointment details such as location information, notes, attachments, call in details for conference calls (bridge numbers) etc. If you are not logged in to the LetMobile service, you need to enter your username and LetMobile password before you get access to all the details. Note: on iPad and a few Android devices there is no link at the bottom of the appointment page, just a web address which has to be copied manually into the browser for accessing all the appointment details. You may also use the 4-digit ID number of each appointment to search for it in the LetMobile login page on the mobile device.

    Attachments

    Attachments to email messages or calendar appointments are displayed on-demand when you click on the attachment icon within a message. Note that for security purposes, attachments cannot be saved to your mobile device nor can they be edited.

  • Q:I have misplaced my device. Can LetMobile help locate it?
    A:
    Absolutely. If you allowed LetMobile to use your location you may login to LetMobile, click the "Manage" button next to the misplaced device and click on "Find". You then see the location of your device (or devices, if you’ve added more than one) on a Google map.
  • Q:I have misplaced my device but I now know where it is. Until I get it back I want to make sure that no one can read my corporate email. Can I do that?
    A:
    Yes. Login to LetMobile from any browser, click on "Manage" next to the device you want to logout from and click on "Logout" in the "Remote logout" section. Confirm and you are done.
    Once your device is retrieved you may login again and continue reading your email safely and conveniently.
  • Q:I have lost my device. Can I permanently remove it from the LetMobile service?
    A:
    Yes. Login to LetMobile, click on "Manage" next to the device you want to remove and click "Remove" in the "Remove Device" section.
  • Q:I understand that LetMobile is using a password to protect my Gmail account. Do I need to enter a password every time I unlock my phone?
    A:
    No. LetMobile acknowledges the fact that you also use your smart device for non-sensitive work and therefore does not impose any restrictions on the device itself. LetMobile only asks for a password when you are trying to access your Gmail data but the general use of the phone is not restricted – you may freely access your music, photos, games, apps etc.
  • Q:Does the LetMobile service protect my other items too, or just my Gmail account?
    A:
    LetMobile was designed to only protect your Gmail information on your mobile device in order to not interfere or impose any changes to your personal use of it. You may freely continue to use your device as before – we will make sure to protect your Gmail information on it.
    You may want to protect additional information or applications on your mobile device and you can of course do that using one of the many solutions that are available for that purpose.
  • Q:I have another device that I want to connect to my Gmail account. Can I add this device to the LetMobile service myself?
    A:
    Absolutely, with ease. Login to LetMobile, choose "Add New Device" and follow the set up process. It is the same process you’ve followed when connecting your first device.
  • Q:I have forgotten my LetMobile password. What should I do?
    A:
    Go to the login page (you may access it from the top-right corner of the LetMobile website) and click on forgot password. Enter your email address and we will send you a message with a link to a reset password page.
  • Q:I have tried to install the profile on my iPhone or iPad device but received an error message (or the profile wasn’t installed). Is there another way to connect my device to the LetMobile service?
    A:
    Yes. Please:

    • Login to LetMobile
    • Click "Manage" next to the device you failed to connect
    • Click "Remove" in the "Remove account" section
    • Click on Add New Device once more, complete step 1 and choose the manual set up option in the beginning of step 2

• We at LetMobile take the security of your corporate data very seriously. We have designed and developed the LetMobile solution with close attention to all security aspects in order to provide you with the assurances you expect when it comes to your corporate data.

  • Q:Do you store corporate data in your cloud service? Is it safe?
    A:
    Yes, we do temporarily store corporate data in our cloud service. And yes, it is safe.
    Data is stored encrypted using the AES 256-bit algorithm and we never store the decryption keys – they are being created on-the-fly using the LetMobile password of each user. It means that even in the unlikely event that our servers become compromised an attacker would only gain access to encrypted data but with no real chance of having the individual user passwords and therefore to the decryption keys. It also means that neither us, at LetMobile, nor other users of the service could get access to your data. It even means that you, the system administrator, cannot get access to users data without the individual user passwords.
  • Q:I understand that data is protected in your cloud service, but what about when transmitted to and from your service?
    A:
    LetMobile ensures that corporate data is encrypted at all times. Data is always transmitted over an encrypted channel (SSL) both between the corporate data center and the LetMobile service, and between the service and the mobile device.
  • Q:How do you make sure data is protected on mobile devices?
    A:
    LetMobile uniquely ensure that data is never stored locally on mobile devices. We abstract the data from the platform it is viewed on and present it on-demand from our cloud service. Therefore, if a mobile device is lost or if it is infected by malware, there is no data on the device to be compromised – an approach we like to call "Security by Absence".
  • Q:How do you protect my corporate credentials?
    A:
    LetMobile is using unique technology for protecting corporate credentials. Normally, when mobile devices are connected to work email, the corporate username and password – the same credentials that are used to access the network (the Active Directory credentials) - are stored locally on the mobile device, exposed to extraction attacks by malware or in case a device has been lost or stolen. LetMobile doesn’t require that you store the corporate credentials on the device – it generates a unique password per added device that replaces the corporate password so if your device is compromised, the corporate password is not on it for extraction ("Security by Absence" remember?). Even more so, the corporate password is also not stored on our cloud service.
  • Q:What other security capabilities does LetMobile offer?
    A:
    In addition to making sure data is encrypted all the way through from the corporate network to mobile devices and back, LetMobile developed a set of additional security measures to offer even greater data protection. LetMobile monitors the requests to its servers to identify suspicious activities and alert on them. Suspicious activities include connections from anonymous proxies, unusual geographic loactions etc.

  Please also refer to our "Security Overview" under Policies.