Getting help on the SchonellⓇ Interphone App

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This guide is to help you get started with receiving visitor calls on your Schonell Intercom system,  including tips and advice on problems you might encounter.
If your questions or concerns have not been addressed in any section of the FAQ, kindly Contact Us and a representative will assist you.
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​

​Getting Started

​
It's easy to get started with Schonell. All you need to do is:

1. Download the Schonell App to your device.
2.  Create a free account and sign in on the Schonell App.
3.  Submit your app ID to your buildings management for
programming into our system
​It's that simple.
​

How do I download the latest version of the Schonell App?
​

You may find the latest versions of the Schonell app by visiting your smartphone's app store (eg: Apple iTunes App Store, Google Play).
​From here, you can see what's new with the app and install the latest version.

It is important to keep the app up to date in order to have access to the latest features and to get the best support. 
Our FAQ's and any help from our support team will assume that you are using the latest version.

Steps on how to update the app

1. Make sure you have a strong WiFi or 4G cellular data signal, then tap on the App Store icon to open it
2. Tap on Updates in the bottom row of buttons.  Give it several seconds to collect and display the list
3. Find the Schonell App in the list of apps that have updates pending (if it does not appear in the list, then it is up-to-date)
4. Tap on Update for the Schonell App​

​

How do I create an account with Schonell?
​

Creating a Schonell app account won’t be a problem for you, or anyone else for that matter, especially after following the steps in this tutorial.

There will be NO need to give out your private information, such as your identity, your credit card particulars, or even your office or home unit number.

However, you will need a smartphone, as well as a 4G or wifi connection on your phone in order to be able sign up for a Schonell account.

Requirements: 
A compatible smartphone with Apple (iOS 7 or later)  or Android (6.0 or later)
A stable 4G or wifi connection
The latest version of the Schonell App.
An available Email address for account confirmation

Step 1. Launch App
Once you’ve downloaded and installed the app on your mobile phone, go to your phone’s home screen and tap on the Schonell icon to open it.

Step 2. Create App account
Press "Dont have an account? Sign up"
Enter your email address, phone number, and password
Agree to the terms and conditions
Press sign up

Step 3. Log into your email to confirm your identity
To verify your account, all you have to do is click the link sent to you in the Schonell verification email.
You'll get it shortly after you create an account.
​*Links will expire in 48 hours

All done!
You may now log in to the Schonell App using your email and password.
​

Forgot Password? How do I sign in to my Schonell App?
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How do I sign in to the Schonell App

​
Unable to Log in? Here is how:
​
​Launch the App on your smartphone.
Enter your email address and password
Press "Log In"
All Done!

​
​Forgot password?
Resetting your account password

​If you need help resetting you password, we can help by sending you a link to reset it.
​
​In the log in screen, press "Forgot Password?"
​Enter your email address and press "Send Reset Email"
An email will be sent to you to reset your password.
​Click on the URL provided in the email and enter a new password .

How do I change my password or update profile information?
​

To update your profile information associated with your Schonell App, start by launching the app and logging in on your mobile phone.
​

​
​Next, go to the last tab as shown.
You will see your email address, phone number, and Schonell ID

In this example,
​
App ID: 00000007
Phone number: 86868868
Email Address: [email protected]

Press on "Edit" to change fields

​You will be taken to the Edit Profile screen.
You may now be able to change your phone number and your password.

After changes are made, press on "Save" to confirm.

For security reasons, your email and App ID may NOT be changed.
To wish to do so, you will need to create a new account.

​Video Calls

To receive video calls from visitors,  you will first need to submit the 8 digit Schonell user ID found on your app to ​your building's management.
Your Interphone has to be programmed with the App ID,
which is done by your building manager.​

​After that, remember to stay signed in, ​​and ​have a stable internet connection on your device!​​
​​

Obtaining your 8 digit Schonell ID​​
​

​Your Schonell ID is required for your to access our services. 
This ID is automatically generated when an app account is registered with us.


You will need to submit this 8 digit account code to your building's management to register your account.
Your building manager will register your account with the Schonell Interphone system.
For your security, this procedure has to be done each time a new user wants to be registered on the Interphone.
This allows your building's management to verify your identity, activate your account and grant you access to our interphone services.
It is that simple.
​
​

​
​Launch your app, and go to the last tab as shown by the green arrow..
You will see your email address, phone number, and Schonell App ID

For example,
​
App ID: 00000007
Phone number: 86868868
Email Address: [email protected]

Screenshots and reviewing call history​
​

​How do I take a screenshots while in a video call?

​Android/ iOS:

​In any video call, using our snapshot function, you would be able to take a screenshot of the visitor. 
With the touch of a button, a snapshot would be taken, at your convenience, for your security.
Pictures would be stored directly on your phone's photo album, as well as the Schonell App.

​

​How do I review my call history?

​
In the Schonell App, you would be able to find out when your visitors called you, even from a month ago.
To find out call details in the app, simply select the first tab in the menu.
A comprehensive list of  your personal call logs can be accessed.
Details such as call duration, call time, call status, and even instances of granted access will be on your log.

Call and video quality guide​
​

Are you having problems with your calls on your phone?
Your 4G or wifi internet connection – or your friend’s – is the most likely culprit.
​A poor internet connection can cause dropped calls, delays, and poor quality audio and video.
The following tips should help.

1. Check your internet connectional signal:
For a high quality call, you need to have enough bandwidth. The Schonell Interphone uses a dedicated internet access point, and it should not have internet connectivity issues- unless the service provider is down.
Use a speed test app to check the performance of your mobile connection, and check the result against the download and upload speeds required for Schonell HD video calls.

Schonell requires the user's mobile devices to have a minimum download/upload bandwidth speed of at least 1.2mbps.
If you have a slow connection while on a video call, we recommend turning off your video and having it divert to an audio call instead.

If you are unable to receive a call, you will first need to check if you are connected to the Internet.
There maybe times when your phone may show a valid 4G connection, but it may not be connected to the internet.

2. Make a test call. 
To troubleshoot, go to the Interphone and trying dialling a call to yourself. 

I have received the call, but what should I do if I can't hear my voice? 
If you’re using your device’s built-in speakers and microphone, you don’t need to plug anything in – but if you’re using a separate mic, speakers or a headset, make sure they’re plugged in and switched on.
Increase the volume. 
Switch between handset and speakerphone mode. 

If you are still having troubles, try calling a different phone.
If it works, then there may be an issue with your phone.

​
3. Are you using the latest version of the Schonell App?
For the best performance, make sure that you are using the latest version of the Schonell App. 
Get the latest version from Schonell, or go to the App store's to download Schonell for iPhone or Android.
Additionally, do make sure that you are using the latest operating system on your Apple or Android Phone for optimal functionality.

​
4. Is another application interfering with your call?
Close any applications that could be interfering with your video call.
Having file sharing applications, streaming audio or video, or even just having a web browser open are all things that can eat up your bandwidth. ​

5. App video connection and quality
If the video feed on your phone does not appear as it should, there might be several possibilities for that.

Apart from 4G and wifi connectivity, if the app calls your phone but video feed still fails, a possibility is that a program on your phone is blocking the call.
To test if this is the case, switch devices on the Schonell app and try again using your app ID.
This reason could be the result of an active app on your phone blocking the video feed.

If video feed appears to be pink or grayish, this is normal. This is due to the IR and night vision camera lens in place,
which is able to capture video even in high UV light conditions.

If video feed appears to be slow of delayed, this could be due to poor signal strength or poor phone performance.

6. What if issues still persist?
Lastly, if issues still persist, you may try  the following:

- Changing your Wifi or cellular network
- Restarting your phone 
- Restarting the App
​- Try logging in and out of the App.
​

How can I multitask without ending the call?
​​

Multitasking without ending a video or audio call:

Video calls received from the Schonell Interphone are meant to be for easy identification of visitors, and wireless access from the Schonell App.
The Interphone and App is not a replacement for your building's access card system.

We do not recommend multitasking on your phone while a visitor is on the line.
However, it should stay as a foreground process while on a call, even if you've switched to a different app on the screen (just like an actual phone call).
Closing the app during a call will result in ending all communications and existing calls with the Interphone.
​
​Each interphone can be programmed and updated by building management with call duration time limits to prevent misuse by users.
​

​

​Will I be able to receive a video call if my app has been closed in the background processes of my phone?

Even if the app is killed, as long as you stay logged in, you should be able to receive a video call.
However, there might be instances where you get automatically logged out due to a change of network settings, or a shutdown of your device, which might cause you not to be able to receive a call.
If you are unable to receive a call, launch the app to make sure you are logged in before attempting to make a test call.
If an issue still persists with your device, kindly contact us via email or on your website.
​

Will my video call forward to another App if I fail to answer it?​ 
​

If you fail to pick up a call from your Interphone, it will be diverted to the next assigned phone number or app.
This goes on until the call is picked up, with call forwarding of over 10 times.

All Schonell interphone systems are Call forwarding ready, which means incoming calls to be rerouted to the number that you specify, which helps reduce mobile airtime, easier to manage incoming calls for different occasions and time.

What matters most is which of your numbers are assigned to your unit number.
This is done by your building management, through programming of numbers, according to your preference.

Example 1
If you have 4 app numbers, of which all are registered, then the video call will be forwarded to the next device. 
Example 2
If you don't have your handset next to you or your handset has run out of battery, your second number will be dialed (App or phone number)
Example 3
However, if you have 1 app and 3 phone numbers registered, then the call would simply move on to the 2nd phone number (regular audio call), and so on.

We always recommend that users add a mix of both app and standard telephone numbers, to ensure that their call is communicated with maximum reliability.

Call forwarding duration can be individually programmed on each intercom system by the discretion of your building's management.
Default present call forwarding duration is 17 seconds for voice calls, and 25 seconds for App calls.
​

How do I monitor or check data usage on my phone?​
​

With apps these days consuming more data than ever, with higher 4G network internet speeds, and without unlimited data plans,  it would be easy to exceed your quota and spending lots of money on your phone bill.
 
To begin monitoring your app data usage, you will need an Android phone or iOS 7 and later.
Cellular Data Usage is a feature unknown to most users, that is embedded right in the settings of their phone.
With it, you can watch how much data your applications are using.
Not only that, but you can disable data usage for an individual app in case it is using up too much of that precious cellular data.

Checking mobile usage for iOS

To monitor your iPhone's data usage, head over to:
Settings -> Mobile Data and scroll down to Use Mobile Data For: Schonell

From this page, you can not only view all your downloaded applications, you would be able to see the exact amount of mobile data used for each specific app
 Alternatively, you can also check the data for things like Siri, your home screen, and other features that eat up data by tapping on System Services at the bottom of the application list.
This statistics that show up under each app is the amount of data the app has used.
If you want to monitor it monthly (as you probably should), do remember to reset these statistics during each pay cycle.

Checking mobile usage for Android

To monitor your Android phone's data usage, head over to:

Settings -> Data usage and select dates next to "Data usage cycle," and change cycle
Next, change the cycle date to match the start of your monthly plan.
This can be found on either your monthly phone bill statement or via your carrier’s “My Account” section online.
​​This statistics that show up under each app is the amount of data the app has used.

*Depending on the frequency and duration of your Interphone-App calls, your mobile data usage of the Schonell App on your iOS or Android phone may vary.

​General Troubleshooting

Download app instructions for iOS and Android devices

​​If you’re having trouble with the app,
a few basic troubleshooting tips can solve a wide variety of issues.

If your problem persists after following all of these tips,
​ please contact us with a description of your issue so that we can assist you further.
​​​​

Problems with video calls? (Apple devices, iOS Appstore)​​
​​

​App Registration

Your app ID must be registered onto the interphone panels by your property manager.
​If your App ID is not registered properly, you will not be able to receive a video call.

1. Check your iphone's settings

Settings> Interphone App

​2. Open the app; make sure that you are logged in

Do make sure that your phone's settings are configured correctly
As a reminder, you may close the app, or keep it in the background, but DO NOT log out of it!
Restarting your iPhone may result in killing your app service, and the app may not work correctly.
​
​

3. Reinstalling the app might help fix the issue

If you have the above settings and it fails to work correctly, try deleting the app, and installing it as new. This might fix the issue that you are facing.

​​

4. 4G or Wifi Connectivity

When experiencing issues with Schonell video calls, please try connecting to a different network (such as Wi-Fi connection instead of mobile data, or vice versa).
Your current network might not be properly configured for UDP (User Datagram Protocol) which may prevent the Schonell app from functioning properly.
If your 4G cellular network connectivity is poor, your app phone call might be delayed or even missed.
If you are unable to make or receive video calls after connecting to your Wi-Fi connection, make sure your router’s security settings and firewall configuration are not blocking certain types of connections in order for the Schonell app to function properly.
If you have any additional questions regarding UDP or Firewall settings, please contact your service provider or network administrator for additional information.

Additionally, your battery saver and bluetooth connection may also cause issues with receiving video calls.
If your battery saver mode is turned on or bluetooth is connected, please try disabling them.

Alternatively, if you are still unable to connect and receive a call from the Interphone, try logging into the app on another phone.
If you are able to receive a call from the other phone, then the issue may be with your phone's handset.

Lastly, if your number is programmed wrongly or not programmed on the intercom system, you would not be able to receive a call.


​
5. Latest App version and Phone software version
​
For the best performance, make sure that you are using the latest version of the Schonell App. 
Get the latest version from Schonell, or go to the App store's to download Schonell for iPhone or Android.

​

Problems with video calls? (Android devices, Google Playstore)​​
​​

​App Registration

Your app ID must be registered onto the interphone panels by your property manager. If your App ID is not registered properly, you will not be able to receive a video call.

1. General Android phone settings and permissions

Do make sure that your phone's settings are configured correctly.

1.  Enable Notifications (Badges, Sounds, Banners);
a.  Other notifications> Schonell_Call>Enable alerts, notifications,  show as pop up
​
2.  Make sure that Contacts, Microphone, Phone and Storage are turned on.
3.  Enable Data Usage for the app.
4.  Make sure that "Appear On Top" or "Draw over other apps" is turned on or enabled.
5.  Check that there are no apps that might be interfering in your phone's background. (Enable Autostart, Disable Doze feature).
6.  Turn off Battery Saving Restrictions for the app.
7.  Make sure that you are Logged In on your app.



As a reminder, you may close the app, or keep it in the background, but DO NOT log out of it!
Restarting your phone may result in killing google services running in the background, and the app may not work correctly.



​2. Additional Settings for Android devices:

​Samsung users:

Screenshot 1

Screenshot 3

Screenshot 2

Screenshot 4

​Screenshot 1. Settings> Schonell App> Battery
Allow background activity

Screenshot 2. Settings> Schonell App
Enable Notifications, Camera, Microphone, Storage
Appear on top

Screenshot 3. Settings> Schonell App> Mobile Data
Allow background data usage
Allow app while data saver on

Screenshot 4. Settings>  Device care> Battery > App power management
Apps that wont be put to sleep> Add Schonell App

Notifications:

Xiaomi users:

For this application to work properly, kindly enable "Auto Start" ,disable "Doze feature“ and disable MIUI Battery Saver.
​
Enable Autostart feature for Schonell
1. Open the Security menu on your Xiaomi device
2. Tap Permissions
3. Tap Autostart
4. Enable Autostart for Schonell App

Disable Doze feature for Schonell
1. Open the Settings menu on your Xiaomi device.
2. Tap Battery & performance from Settings
3. Tap Manage apps battery usage to save battery by turning off restricting background service of Schonell
4. Tap Choose apps from Manage apps' battery usage
5. Tap Installed apps and choose Schonell
6. Tap No restrictions. Please note that Schonell is no longer affected from the Doze feature

Disable MIUI Battery Saver
Settings > Apps  > Manage Apps >  Schonell App > Battery Saver ("MIUI Battery Saver" Default), change to "No restrictions"
​

Huawei users:

This application may not work well if your device does not run on Google Play Services.

Step 1: Open "phone manager"
Step 2: Select battery
Step 3: Select launch
Step 4: Select manage batch manually
Step 5: Enable all three options for "Schonell" (Auto-launch, Secondary launch, Run in Background)
​

Oppo users:

Step 1: Open “Security Centre”
Step 2: Select Privacy Premissions
Step 3: Select Startup Manager
Step 4: Enable autostart for Schonell

Settings> Battery>  Power Saving> OFF
Settings> Battery> Energy Saver> OFF (background freeze, abnormal apps optimization, doze)
​​

OnePlus users:

Step 1: Turn off battery optimization on OnePlus
Settings > Battery > Battery Optimization >
All Apps > Schonell > Don’t Optimize
​

Step 2: Turn off background restriction on OnePlus
Settings > Advanced > Recent App Management
> Normal Clear > Lock Schonell in recent apps

OR 

Settings > Utilities >  App Locker > Add apps > Schonell
​

Google Pixel users:

Step 1: Turn off battery optimization on Google
Settings > Battery > Battery Optimization >
All Apps > Schonell > Don’t Optimize

Vivo users:

Step 1: Settings>Battery> High background power consumption> enable Schonell app

Step 2: Settings> Battery> Energy Saver> Schonell> Disable 'Background Freeze, Optimization & Doze‘

Step 3: Settings>More settings>Permission management(Applications) >Autostart> Schonell (Enable)

Common issue A: Android Phone does not ring (no sound, no pop up):

Enable other notifications: 
​Settings> Schonell App> Notifications> Other> Schonell_Call
Enable alerts, notifications,  show as pop up

​Common issue B: My phone is unable to receive calls after app is closed

This occurs because your phone is putting the app to sleep after you close the app due to battery saving functions by your phones manufacturer.
Depending on your device brand and android version,

you may need to disable the following for the Schonell Interphone app :

1.Battery optimization/ Power saving / Battery restrictions
2.Doze mode (Xiaomi, Huawei)

And enable
​
1.Autostart (Vivo, Xiaomi, Huawei, Oneplus)
2.Autolaunch/ Run in background (Vivo, Xiaomi, Huawei, Oneplus)
3.Background data usage
4.Enable high background battery consumption (Vivo)

Samsung Android 12 One UI 4

Samsung Android 10 11 One UI 3

Relaunching the app might fix the issue

If you have restarted your phone, Google Android system may have killed the schonell service in the background, prreventing calls from going through. Kindly reopen the app and see if it works.


Reinstalling the app might help fix the issue

If you have the above settings and it fails to work correctly, try deleting the app, and installing it as new. This might fix the issue that you are facing.

​​
4G / 5G or Wifi Connectivity

When experiencing issues with Schonell video calls, please try connecting to a different network (such as Wi-Fi connection instead of mobile data, or vice versa).
Your current network might not be properly configured for UDP (User Datagram Protocol) which may prevent the Schonell app from functioning properly.
If your 4G or 5G cellular network connectivity is poor, your app phone call might be delayed or even missed.
If you are unable to make or receive video calls after connecting to your Wi-Fi connection, make sure your router’s security settings and firewall configuration are not blocking certain types of connections in order for the Schonell app to function properly.
If you have any additional questions regarding UDP or Firewall settings, please contact your service provider or network administrator for additional information.

Additionally, your battery saver and bluetooth connection may also cause issues with receiving video calls.
If your battery saver mode is turned on or bluetooth is connected, please try disabling them.

Alternatively, if you are still unable to connect and receive a call from the Interphone, try logging into the app on another phone.
If you are able to receive a call from the other phone, then the issue may be with your phone's handset.

Lastly, if your number is programmed wrongly or not programmed on the intercom system, you would not be able to receive a call.


Latest App version and Phone software version
​
For the best performance, make sure that you are using the latest version of the Schonell App. 
Get the latest version from Schonell, or go to the App store's to download Schonell for iPhone or Android.
​

How can I contact Schonell customer service?​
​

When contacting us, do provide us with your valid app ID , phone model, software  version and description of the issue faced.
This allows us to get a good understanding of your situation and help you out as quickly as possible.
Depending on your issue, you will have the option to email  us or text support.
​

​What do I do if I've already been in touch, but haven’t heard back from Schonell customer service?

​At Schonell, we make every effort to respond as quickly as possible, and most queries are answered within 24 hours.
However, as most requests require research, it can take us longer to answer some questions.

If you sent a query through our official channels, you should have received an automated reply confirming that we received your message. If you have received the confirmation message, we’ll reply to your query soon. If you haven't received it, please check the following:
​

1. Is the email in your spam or junk email folders?
2. Is your ISP (Internet Service Provider) blocking email traffic from Schonell?
3. Have you added the @schonell.co, @schonell.com.sg or @schonell.com.de email domains to your email account's safe senders list?

​

Why does my connected devices tab show "No connected devices"?
​

Without a connected device, you may not be able to receive an app call on your device.

If your connected devices tab is empty, this could mean the following:

1. Your details have not been programmed into the system by your building administrator.

2. Your account may have disconnected from the network. (try to log out and relog back in, and connected devices should appear)
​

Experiencing any error messages?
​​​​​​

​
​There is insufficient space on the device.
This App is incompatible with your device.
This item isn’t available in your country.
​Login error message.
Error code XXX

​Whether it is a phone, app, or connectivity issue, these are some possible error messages that you could possibly receive.
If you have tried restarting your device, deleting and reinstalling the app, and ensuring that you have a stable internet connection but the error still persists, kindly contact us.
Feedback is very important to us, we have a dedicated technical support team to attend to the problems that you might face.

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