Frequently Asked Questions

We’ve tried to give you all the relevant information that you might need. Do you still have some questions? Hopefully you’ll find the answer in our frequently asked questions. Please not that this is not an all inclusive list of possible questions and we invite you to contact us with your question if the answer is not provided below.

Why Blackberry Devices?

If Sky’s encryption is so good, why are we still working with those old fashioned Blackberries?

Simple, we use the hardware that offers us the best security features to implement our software on. As long as Android is vulnerable to spyware, enabling government institutions and third parties to install key logs and other malware, we are not working with Android, period.

Can I still make phone calls?

Can I still use my Blackberry to make phone calls and use other apps?

No, all external communications from your device are cut off, except the data that has been encrypted inside the Sky app. This means you’re unable to make phone calls with your device. Basic apps on the device are still accessible.

Baseband attack protection?

Is SkyECC protected against Baseband attacks?

Only Android devices are susceptible to this type of attack and there’s currently no work around for it. This is why we do not provide our services on Android devices. Our BlackBerry devices are the most secure devices in the world.
Silent SMS protection?

Is SkyECC protected against Silent SMS?

Our devices have SMS disabled and we have our devices provisioned at a root level. This type of attack from law enforcement or other institutions is not possible.
IMSI catcher safe?

Is SkyECC IMSI catcher safe?

Yes, our system is safe from IMSI catcher because of multiple reasons. Our data does not go through the public network, we go through an encrypted private network. All of your communication is encrypted with our system. We use private APN and VPN at our SIM level.
How to install SkyECC on my own device?

I want to order a license and bring my own device, how do I install the Sky app?

Once you’ve ordered your license, we will provide you with the activation steps to activate your license. Don’t worry, it’s easy. Need help? Our agents are happy to assist you. Simply start an online chat and we’ll walk you through the process.

Reseller charges you for installation?

My reseller charges me for installation on my own device, why?

Our resellers all sell Sky for the same price. However it’s possible that your reseller charges you for installing Sky if you have brought your own device. Rather do it yourself? Ask us for the activation steps.

Safe to use PGP on my Sky device?

There’s a lot to do about PGP and its security. What makes it safe to use the PGP feature on my Sky device?

When communicating with a PGP party, the security level is identical to the security of contacting PGP (in most cases 4.096 bit). SkyECC uses ECC encryption that is equivalent to 15.360 bit.  This is why we recommend users to choose our Sky-only license. In itself, the PGP encryption level isn’t our biggest concern, but we have no control over these parties and their vulnerability to potential backdoors and spyware.

‘Fetch Key’ & ‘Clear PGP key cache’?

Can you explain what ‘fetch key’ and ‘clear PGP key cache’ means and does?

Fetch key retrieves security key to decrypt the message. Clear PGP key cache refreshes the keys you need to decrypt messages (it helps with blank messages).

What happens when recreating PGP keys?

What happens when I recreate my PGP key, and why does it take so long before I’m able to communicate with my PGP contacts?

When you recreate your PGP key, your key is re-generated. To be able to communicate with other PGP providers, we need to sync up the new key. It could take up to 14 days because every provider has different retention policies. We have to wait for the other providers to pull your new key, sometimes it could be as quick as a few hours or as long as 14 days.

Difference between PGP & ECC?

What’s the difference between PGP and ECC?

The differences lie in the way files are encrypted, our ECC provides 3 layers of encryption where as regular PGP is more basic.

Change manual network settings?

Why can’t I change manual network settings?

Manual network selection is set by the carrier. AT&T has disabled the function for all their users. We have tried multiple streams to request for this to be unblocked for our account – no luck yet!

How to renew my Sky license?

I want to renew my license, what should I do?

That’s great to hear! Please contact your reseller or use our live chat to renew your license online. Our agents will ask for your ECC ID or SIM number.

What is the APN for?

Can you explain what the APN does exactly?

The APN provides a secured gateway to our network server.

Communicate with all PGP domains?

Can I communicate with all PGP domains?

No, only with those PGP domains that are considered relatively safe, are on our whitelist.

What PGP domains are trusted?

How do I know what PGP domains are compatible with Sky?

Please ask your reseller or support for the latest trusted PGP parties.

Disable Self-Destruct?

Is it possible to disable my message self-destruct feature?

No, self-destruct is applied on all messages, you can only set the auto-destruct time.

Entered multiple wrong device passwords?

I have entered my device password incorrectly and now I cannot enter my device, what should I do?

Please contact your reseller. If you can’t contact your reseller, please send us an email or contact one of our agents on our live chat. We need to reset your device. Note that you lose all files, except your contacts after a reset.

Forgot Device Password?

I forgot my device password, what should I do?

It’s unfortunate you forgot your password, but luckily we can always reset your password. Please contact your reseller. If you can’t contact your reseller, please send us an email or contact one of our agents on our live chat. Note that you lose all files, except your contacts after a reset.

Forgot Sky Password?

I forgot my Sky password, what should I do?

It’s unfortunate you forgot your password, but luckily we can always reset your password. Please contact your reseller. If you can’t contact your reseller, please send us an email or contact one of our agents on our live chat. Note that you lose all files, except your contacts after a reset.

Multiple wrong device passwords?

I have entered my device password incorrectly and now I cannot enter my device, what should I do?

Please contact your reseller. If you can’t contact your reseller, please send us an email or contact one of our agents on our live chat. We need to reset your device. Note that you lose all files, except your contacts after a reset.

Multiple wrong Sky passwords?

I have entered my Sky password incorrectly and now I cannot enter my device, what should I do?

Please contact your reseller. If you can’t contact your reseller, please send us an email or contact one of our agents on our live chat. We need to reset your device. Note that you lose all files, except your contacts after a reset.

Renew SkyECC license?

I want to renew my license, what should I do?

That’s great to hear! Please contact your reseller or use our live chat to renew your license online. Our agents will ask for your ECC ID or SIM number.

What is a SkyECC ID?

What is a SkyECC ID?

Your ECC ID is provided by your reseller. If you’re currently using Sky, you can find your ECC ID by clicking on your own name in the top of your screen, while inside the Sky app. Here you’ll find the main menu, including your ECC ID.

Simcard not compatible?

It says my SIM card is not compatible, what should I do?

There could be multiple causes for this issue. Please try to restart your device and check if there’s a BES connection by looking for the BlackBerry symbol in the upper right corner of your homescreen (this may take a few minutes after restarting the device). If the issue remains, please contact your reseller or use our live chat.

No Signal? No Access?

I don’t have signal and can’t get in the Sky app, what should I do?

As with a regular mobile device, we depend on the telecom provider to be able to establish a data connection. In remote area’s it could happen you don’t have signal. Please try to connect to WiFi and enter the Sky app. Afterwards you can delete the used WiFi channel.

Why can’t I enable WiFi?

Why can’t I enable WiFi?

WiFi could be disabled on your device, please contact your reseller or one of our agents on the live chat. We will update your policies and activate WiFi.

Use Sky Worldwide?

Can I use Sky everywhere in the world?

Yes, generally speaking you’re able to use Sky anywhere in the world. Depending on the carrier of the SIM card, in general we cover 157 countries. If you’re questioning if we cover the country you’re in, please ask your reseller if Sky is supported.

How do I invite a new contact?

How do I invite a new contact?

Once you’ve entered the Sky app, you’ll see three tabs in the bottom of your screen. The middle tab contains your contacts. Enter your contacts. Bottom right corner you’ll see three dots resembling the menu. Click on the dots and choose ‘Invite contact’. Top left corner enter the ECC ID and click ‘verify’, once verified you can invite the contact.

How do I invite a PGP contact?

How do I invite a PGP contact?

Once you’ve entered the Sky app, you’ll see three tabs in the bottom of your screen. The middle contains your contacts. Enter your contacts. Bottom right corner you’ll see three dots resembling the menu. Click on the dots and choose ‘Invite contact’. Top left corner enter the entire PGP address (for example: [email protected]) and click ‘verify’, once verified you can invite the contact.

What is my PGP address?

What’s my address to communicate with PGP?

Please ask your reseller on what Sky domain you are registered. If you don’t know who your reseller is, just ask one of our agents on our live chat or send us an email. Please provide us with your ECC ID or SIM card number.

Lost device, how to contact reseller?

I’ve lost my device, how can I contact my reseller?

That’s unfortunate. Please contact one of our agents on our live chat or send us an email. Please note that we either need your SIM card number or ECC ID to find out who’s your reseller. If you forgot your ECC ID, perhaps one of your contacts can provide it.

Change device password, how?

How can I change my device password?

Go to ‘Settings’ -> ‘Security & Privacy’ -> ‘Change Password’

Change Sky password, how?

How can I change my Sky password?

Enter the Sky app, click on your name in the top of the screen. Now you’ll enter the main menu. Scroll down and click ‘Change Password’.

When does my license expires?

When does my license expires?

Two weeks before your license expires, you’ll get a notification on Sky. Also your reseller can provide you with the expiration date.

I cannot use the browser properly, why?

I cannot use the browser properly, why?

For security and privacy reasons, your browser is disabled or limited to a few websites.