FAQ’s on Mobile Backup1. What is Mobile Backup?

Mobile Backup is a service that safeguards all data of your mobile phone including Contacts, Calendar, SMS, Photos, Videos, Music, Calendar, and Tasks depends on your handset. The Mobile Backup service copies your mobile phone’s data in a secure manner to Grameenphone’s secured Mobile Backup system, and also enables you to restore the saved data on your phone (New / Existing) whenever you change your phone or in case you lose the data accidentally.

2. What will be the confidentiality of your stored data?

No other person excluding the user (with registered log in and password) can see his/her files that have been stored or backed up in the mobile backup server. The data will be stored in the mobile backup server in an encrypted format to ensure absolute safety, security and privacy. Even the admin user will not be able to view the details of the content of any subscriber.

3. What are the features available on Mobile Backup service?

Mobile Backup service enables you to:

Easily & quickly backup all your mobile data View, manage and edit all your data through secure internet website Copy/Restore all your saved/backed-up data to your phone (New or Existing)

4. What all kind of data that can be saved using Mobile Backup service?

You can save the following categories of data depending on your phone model:

Contacts List Photos Videos Music Events & Tasks Calendar SMS

5. Can I use Mobile Backup service from any connection, be it pre-paid or post-paid?

Yes you can use Mobile Backup service from your pre-paid as well as your post-paid connection.

6. How I can subscribe to Mobile Backup Service?

You can subscribe to Mobile Backup service in following ways:

SMS: Write Backup and send to 6000 USSD: Dial *111*2*8# WAP: Go to wap.gpworld.com and click on Mobile Backup Icon using GP WAP access point Web: Go to https://webserv.grameenphone.com/mobilebackup from your PC and click on

Sign Up button

7. What are the subscription types and charges?

Following subscription charges will be applicable: Client Base (Rich & SyncML client) - BDT 20/month + 15% VAT Basic (SMS based) – BDT 10/month + 15% VAT

Note: Also newly activated subscriber will enjoy 3 days free internet browsing. The monthly subscription fee and free internet browsing offer will continue until further notice. Standard SMS and Data charges applicable. Conditions apply.

8. How the 3 Days Free browsing offer will be applied?

This will be applicable once for the newly mobile backup registered subscribers for 3 days and will be applicable for Rich and SyncML client only*. The offer will be valid until further notice.

Prepaid subscribers will enjoy the free browsing time from service activation date. Postpaid subscribers will enjoy the free browsing time after 12 A.M. from service activation date and the 3 days free browsing will be shown as discount in the monthly postpaid bill.

Please note that if you are registered successfully as a new Mobile Backup subscriber you will receive the following confirmation message:

“Dear Subscriber, your 3 day free EDGE session is activated due to successful registration with Mobile Backup service. For details please call 121. GP”

Note: Change of your existing EDGE package during the time of availing the offer will automatically cancel the said offer.

9. What is EDGE?

Enhancement Data Rates for Global Evolution (EDGE) is the most popular internet technology for mobile in the world.

10. If my mobile phone has EDGE capability how do I get EDGE activated on my mobile phone?

Call the Grameenphone Customer care hotline 121 to get EDGE activated. Customer care will provide you the steps to activate the EDGE.

11. Do I need any additional settings for using Mobile Backup service after activating EDGE?

Yes, make sure you have GP WAP settings as default in your handset. If you do not have and/or receive the GP WAP settings automatically during EDGE activation, you can retrieve the settings by calling the customer service 121 or using the SMS method i.e. write Wap>space<handset brand name>space<handset model and send to 8080 (e.g. WAP Nokia N73)

12. Why do I need GP WAP settings to use Mobile Backup service?

This is a secured access protocol using of which you will be able to access Mobile Backup wap page for necessary registration. Note that this is required for EDGE enabled handsets only who are willing to subscribe for Rich Client and/or SyncML client package.

* If you are not able to use the Mobile Backup service using GP WAP please call customer care hotline 121 for having the right settings or go to FAQ No. 20 for details

13. Can I use any phone handset to save/backup my data?

Yes, if your phone is in Mobile Backup support lists you can use it for save/backup the data.

14. How do I know that my phone is supported or not?

Following are the ways you can follow to check whether your handset support or not:

Before registration you can visit https://webserv.grameenphone.com/mobilebackup and go to “See Supported Handset” link to see the handset support lists.

Or, during subscription process you will be notify accordingly and as per support you will be able to subscribe to the applicable package.

15. Can I choose my subscription type?

Following are the ways your package can be chosen:

With High end handset and active EDGE connection you will be asked to download the application during registration process and therefore you will be subscribed to Rich Client subscription automatically. Also you can enjoy the features of ‘SMS based package’ i.e. add, delete, get, and restore of contacts through SMS at free of cost [Please see FAQ No. 15 for details of Rich client process]

With medium end handset and active EDGE connection you will be asked to save sync setting during registration process and therefore you will be subscribed to SyncML client subscription automatically. Also you can enjoy the features of ‘SMS based package’ i.e. add, delete, get, and restore of contacts through SMS at free of cost [Please see FAQ No. 16 for details of SyncML client process]

With any handset you can subscribe only for ‘SMS based package’ service. Through this you will be able to add, delete, get, and restore contacts only through SMS [Please see FAQ No. 25 - 31 for details of SMS based package process]

16. How can I subscribe and use the Mobil Backup Service using Rich Client handset?

Follow the below steps to subscribe:

a. SMS Backup to 6000b. The return text will contain link, click on it using GP WAP access pointc. A page will open with confirmation that your handset supports the Mobile Backup service,

with instructions to Accept the terms and conditions to proceed furtherd. After accepting the terms and conditions, another page comes where you need to give your

password. Make sure your password is of 8 characters and contain at least one small & one capital letter, and one number

e. Once your user name (this will be your phone number by default) & password accepted, you will be instructed to download the application.

a b

dc e

Follow the below steps to use the Mobil Backup Service (all the steps may not require or available in medium handsets or Java client phone. please read carefully the instructions page appears once you download the application in your mobile to see the details):

a. Go to Mobile Backup application stored in the menu of your handsetb. Select options and then go to settings>Account. Fill up the log in (your mobile number) and

password (as you provided in registration process) if blankc. Select options and then go to Settings>Connection. Set the connection access point as GP

WAPd. Select what data you want to backup, e.g. Address Book and click OKe. Backup process will start automaticallyf. To restore data, click on ‘Restore now’g. You will be required to give your password

a

b c

h. Restoring will start automaticallyi. To schedule how frequently you want to backup data, click on ‘Schedule’j. Choose the frequency of backup

17. How can I subscribe and use the Mobil Backup Service using SyncML Client handset?

Follow the below steps to subscribe:

a. SMS Backup to 6000b. The return text will contain link, click on it using GP WAP access pointc. A page will open with confirmation that your handset supports the Mobile Backup service,

with instructions to Accept the terms and conditions to proceed furtherd. After accepting the terms and conditions, another page comes where you need to give your

password. Make sure your password is of 8 characters and contain at least one small & one capital letter, and one number

e. Once your user name (this will be your phone number by default) & password accepted, click on ‘Send Setup’ to receive Mobile Backup service settings and follow the other instructions that appear

d e f g h i j

Follow the below steps to use the Mobil Backup Service:

a. Click on the ‘Sync’ option in the Tools/Organizer menu of your handset (please read carefully the instructions page appears once you download the settings in your mobile to see the details of settings and saved location in your phone)

b. Select Mobile Backup and click on Optionsc. Select ‘Synchronise’d. Any new or existing data will automatically be stored in the Mobile Backup website by

synchronization

18. How can I subscribe to Mobile Backup service from my Blackberry phone?

Make sure you are using Grameenphone Blackberry enabled connection and also your Blackberry phone is under the supported handset lists. Then follow the below steps to subscribe:

1. Ensure ‘GP World Browser’ and WAP access settings stored in your handset. 2. Dial *111*2*8# or type ‘Backup’ and send to 6000. In return you will receive SMS with a link. Copy this link and paste this to ‘GP World Browser’ for access. Or, from your handset go to ‘GP World Browser’ then go to wap.gpworld.com and click on the Mobile Backup icon for subscription3. Follow the steps describe in FAQ 16 and complete the application download process4. Once you finish, follow the below screen shots procedure to perform necessary backup, restore, and scheduling

Sample View of Backup process:

a b c d e

a b c d

Sample View of Restore Process:

Sample View of Scheduling Process:

19. Can I use Mobile Backup “Application” in all EDGE enabled phones?

No, all EDGE enabled phones do not support auto-download of the Mobile Backup “Application”. Only if it is a supported JAVA or Symbian phone handset, the Mobile Backup “Application” can be download to your mobile phone.

In case your phone is not a JAVA or Symbian phone handset, then you will be directed to appropriate WAP page for receiving ‘Sync Setup’ for using the mobile phone’s inbuilt SyncML (Synchronize) option to connect to Mobile Backup service.

To see the supported handset lists please visit https://webserv.grameenphone.com/mobilebackup20. Are there any other settings that I need to change before using Mobile Backup from my

EDGE JAVA client phone?

Yes, you have to ensure that following settings are done for Java phone handsets, as case may be, before attempting to use Mobile Backup service. To know what is your mobile handset type call Customer care 121

For JAVA phones change settings in below-mentioned way to ‘Always Allowed’ or “Never Asked” as prompted in your screen:a. Mobile Backup > Options > App. Access >Communication > Network Access>Always Allowedb. Mobile Backup > Options > App. Access >Communication > Connectivity>Always Allowedc. Mobile Backup > Options > App. Access > Data Access > Add and edit data>Always Allowedd. Mobile Backup > Options > App. Access > Data Access > Read user data>Always Allowed

Sample View of Nokia Java Client Handset: Sample View of SonyEricsson Java Client Handset:

Tips: for Nokia handsets set these as ‘Always Allowed’ and for Sony Ericsson and other Java Handset set these as ‘Never Asked’. If you are not sure how to do these settings call customer care 121. Also you can follow the instructions page appears on your mobile phone once you download the application.

For JAVA Nokia s40 series Handsets (e.g. Nokia 6300, Nokia 6288, Nokia 5300, etc.) kindly ensure that

a. “WAP JAVA” setting is there in your handset. During registration of Mobile Backup the settings will be sent to you automatically. If you missed the settings please call customer care hotline 121 and asked for the setting.

b. If you received the settings automatically then set it as your default settings from your settings>configuration>Default config. Sett.>WAP JAVA

c. If you are not sure what type of handset you are using please call 121 for support

21. Do I need to change any other basic settings of my handset to use Mobile Backup?

Yes, you need to make sure that the both time and date of your handset is set as Bangladesh Standard Time during registration process.

22. What if my EDGE connectivity breaks at any point while doing Backup or Restore functions?

If the EDGE connectivity breaks at anytime during backup or restore functions then appropriate error message of ‘Network Connection Failed’ will be shown and you will be prompted to ‘Try again’.

In case you exited Mobile Backup application without retrying, then the next time that you click on the Mobile Backup application, it will automatically show you a message asking you to either resume the earlier transaction or do it later or suspend the transaction permanently. Based on your choice the application will proceed.

23. What if I receive a call or SMS while doing backup or restore functions?

If you receive a call or SMS while doing backup or restore functions the backup/restore process is kept on hold temporarily and resumes as soon as the call is completed. However if the call takes too long to complete then an error message ‘Network Connection Failed’ is displayed and you will be prompted to ‘Try again’.

24. Can I use the Mobile Backup service if I do not have an EDGE capability Phone?

Yes you can use Mobile Backup Service even if your phone does not support EDGE capability. You can use “SMS based package” as the mode of connecting to the Mobile Backup Web-server to do save/backup and restore of your phone’s data.

25. How can I subscribe to the Mobile Backup service if I do not have an EDGE capability Phone?

You can subscribe to the Mobile Backup service by sending SMS with keyword, ‘REG’ to 6000

26. What happens after you get subscribed to ‘SMS based package’?

Once you receive the SMS confirming your subscription, you will receive two more messages.

1st SMS will confirm your registration and will ask you to wait for an hour to send your necessary website address, user log in and password.

2nd SMS will have the website address of your Mobile Backup account, the Account User ID, which by default is your phone number in 88017XXXXXXXX format and the password for web-login.

27. Can the Rich Client and SyncML client user use the ‘SMS based package’?

Yes the ‘SMS based package’ is open for all. If you are already subscribed to Rich or SyncML package, you can also use the feature of ‘SMS based package’ at free of cost without any sort of further actions. All you need to do is to write the right keyword(s) and send to short code 6000. Refer to below FAQ to know the keywords and details

28. How can I save/backup my phone’s data using SMS?

You can use following two methods to save/backup your phone contacts to the Mobile Backup Web-server:

1. You can send SMS in format ‘ADD Name1 Phone1, Name2 Phone2,…’ to short-code (6000)

29. How can I restore the data to my phone?

You can use following two methods to restore the saved/backed-up data to your phone:

1. You can restore all the backed up data on to your phone by sending SMS with keyword ‘RESTORE’ to short-code (6000)

2. Individual contacts can be restored by sending SMS with keyword ‘GET Name1, Name2,…’ to short-code (6000)

Note: To get or restore contacts you need to have the Vcard enabled phone

30. How can I delete a contact from my web account using the SMS?

Write Del and send to 6000 to delete a particular contact from your web account using the SMS option of your phone.

31. What will be the charging for sending keywords to avail different types of Mobile Backup services?

Standard charge will be applicable for the messages ‘Backup’, ‘Reg’, ‘Help’, ‘Unsub’ and ‘Yes’. For ‘Add’, ‘Get’, ‘Del’, and ‘Restore’ there will be no charge.

32. Can I view the data from Mobile Backup web-server which I saved/backed-up using either my EDGE or non-EDGE phone?

Yes, you can access and manage your Mobile Backup service account using your web login details which you have received via SMS during successful registration.

33. Is there any limitation with file size?

Yes, Mobile Backup will allow uploading a single file (image, video, audio) of maximum 2 MB. File size larger than 2 MB will be discarded automatically by the application from taking backup.

34. What is the storage capacity of Mobile Backup?

There is no storage limitation of for a user but in case of contacts, up-to 5000 contacts can be stored. Note that at one attempt for backup of any media file you can upload maximum of 2 MB file. But this is how you can store unlimited files in the server.

35. What are the supported file types that will be allowed for backup?

The following file types will be supported: Photos: jpg, jpeg, gif, png, bmp and tif Videos: avg, oog, mkv, mpg, mpeg, wmv and 3gp Ringtones / Music: mp3, mp4, mpc, amr, aif, rma, ogg, wma, mid and wav

36. What will be my Mobile Backup account’s Web-login User ID and Password?

Your Mobile Backup Account User ID will by default be your phone number in 880xxxxxxxxxx format while the initial password is confirmed to you during the registration process.

37. How do I change my Mobile backup account password?

You can change your password after logging into the web account from ‘Edit My account’ tab.

38. What if I forget the password of my Mobile Backup Web-server account?

You can retrieve the password from web interface only (i.e. from https://webserv.grameenphone.com/mobilebackup) using forgot password option. The password will be sent by SMS to your mobile phone.

39. Can I save/backup or restore after changing my password on Mobile Backup Web-server account?

No, you can not use any function of the Mobile Backup service after you have changed your password from the Web-login of the Mobile backup account, unless you change the password in the client that is installed in your handset also.

So please ensure that the password must be changed in both the locations, i.e. Web-account as well as the client of the handset itself.

40. What features are available on the Mobile Backup web-server account?

This will make available your data over the web and you can access or use it when your mobile phone is not available with you. You can completely manage your saved/backed-up data using the Mobile Backup internet account. You can add, delete, edit/modify following:

Contacts Events & Tasks Photos Videos SMS

Once these changes are made then you can restore or sync your phone and you will get the updated data from the Mobile Backup service. Even with Web login user can able to send sync settings for their mobile phone.

41. Who can see/access the contents that I have taken backup?

No other person excluding the user can see his/her files that have been taken back up. The contents will be stored in the server in encrypted format to ensure your contents are absolutely safe and secured and at the same time privacy is maintained

42. What happens if I lose my phone or if I change my mobile handset/device?

If you lose your phone do not panic, simply send SMS with keyword ‘BACKUP’ to short-code 6000 and follow the procedure. Similarly in case you buy a new handset/change handset but are using your old SIM (Old Mobile No.), follow the registration and download procedure as per the EDGE capability of the new mobile handset/device.

You can also change your mobile handset/device using the Mobile Backup web account by visiting https://webserv.grameenphone.com/mobilebackup

43. How can I unsubscribe and deactivate the Mobile Backup service?

You can unsubscribe/deactivate the Mobile Backup service by sending SMS with keyword ‘UNSUB’ to short-code 6000 and then sending a confirmation keyword ‘Yes’ to short-code after being asked to do so. Or, you can dial *111*2*8# and then dial 2 to unsubscribe.

44. Where can I get more Help if required?

You can request more Help for using the Mobile Backup service by sending SMS with keyword ‘HELP’ to 6000 or calling Grameenphone Customer care hotline 121.

45. What are the handsets which support the Mobile Backup EDGE client?

Please visit https://webserv.grameenphone.com/mobilebackup and click on the supported handset lists to see the current supported handset lists.

46. How is my subscription renewed?

When your subscription period of one month gets over the Mobile Backup system checks for the pre-paid balance in your Mobile Account and on receipt of subscription fee extends the subscription for a period of one month.

If there are issues of insufficient balance in your mobile’s pre-paid account then the system keeps trying for next three days. During this period your Mobile Backup account will be suspended. After three days if subscription confirmation is not received by the Mobile Backup due to insufficient balance the service gets deactivated automatically.

In case you have a post-paid mobile connection, then automatically on expiry of a month’s time after subscription date, the Mobile Backup service is renewed.

47. What will happen to my stored data if the service is deactivated and unsubscribe?

The data will be kept for 30 days from the date of deactivation. If you do not activate your service by this time the data will be deleted completely.