Getting help on the SchonellⓇ Interphone App
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.
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.
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
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?
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.
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.
Screenshots and reviewing call history
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.
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. Check your iphone's settings Settings> Interphone App
Do make sure that your phone's settings are configured correctly
1. Enable notifications (Badges, Sounds, Banners) 2. NEW for iOS 14* allow "Local Network" 3. Enable Microphone 4. Enable mobile data for the Interphone app 5. Turn on Background App refresh (Wifi & Cellular Data) 6. Check that there are no apps that might be interfering in your phone's background. 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 iPhone may result in killing your app service, and the app may not work correctly. Call Hanging issue on certain iPhone users If your above settings are correct, you have reinstalled, and you face an issue loading the call correctly, kindly turn off VoLTE Settings> Mobile > Mobile Data Options > Voice & Data > VoLTE OFF Settings> Cellular> Cellular Data Options> Voice & Data > VoLTE OFF
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 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. 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) 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. 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 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 
Android Phone does not ring (no sound, no pop up): Enable other notifications: Settings> Schonell App> Notifications> Other> Enable alerts, notifications, show as pop up 
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 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. 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?
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Copyright © 2021 Schonell
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Privacy Policy
Terms of use and sale
English (Singapore)
Copyright © 2021 Schonell
All rights reserved.