I work IT for a retail company.
Caller: “When I download the app, it says I need to trust it.”
Me: “Yes, when you first download it, you have to trust it to be able to sign in. This is a [Company]-specific app, so technically, the developer is untrusted.”
Caller: “So, what do I do?”
Me: “On your phone, go to Settings, General, [Company], [Company Certificate], and then when you click on that, it’ll give you an option to trust it.”
Caller: “My phone is saying not to trust it, so what do I do?”
Me: “You have to trust it.”
Caller: “But my phone says not to. Do I have to trust it?”
Me: “If you want to be able to use the app.”
Caller: “Well, my phone says not to.”
Me: “Yes, it might, because the app was developed [Company]-side, so technically, it’s not trusted because it’s not a known developer. It’s a safe app; you just have to tell your phone that, which is why you have to trust it.”
Caller: “But my phone says not to.”
Me: *Head-desk* “I understand that, but in order to use the app, you have to trust it.”
Caller: “Well, are you sure?”
Me: “Yes.”
Caller: “Okay, I trusted it. Now it’s not going to delete stuff, is it?”
Me: “Um… well, not unless you tell it to?”
Caller: “No, I have storage on my phone like pictures and stuff, and this isn’t going to take that space, is it?”
Me: “Well, it’s going to take some space because it’s an app that needs to store data, but it’s not going to delete things.”
Caller: “So, it won’t delete my pictures?”
Me: “If the phone runs into storage issues, it should let you know and request that you move or delete things. But the app will not randomly start deleting your pictures.”
Caller: “Are you sure? And since I trusted it, it’s not going to steal my contacts, is it?”
Me: “Um, no.”
Caller: “I’m sorry to keep asking, but it’s just that fifteen years ago, someone hacked payroll and got all our information and I’m nervous about them getting stuff from my phone.”
I am thinking, “Well, this isn’t fifteen years ago, and this has nothing to do with payroll, and how does that equate to deleting your pictures?”
Me: “No, this won’t steal your information.”
Caller: “Are you sure I have to trust it? And is it going to take up storage space?”
Me: “If you want to use the app, you need to keep it trusted. There will be some storage space used, yes.”
Caller: “Well, I pay for storage each month, so what happens if I go over with this?”
Me: “You might have to pay for extra space at that point, then, which you might be able to get reimbursed, but that’s something you’d have to clear with your manager. Or you can talk to your manager to see if you can get a [Company] iPad or cell phone.”
Caller: “I can get a company-owned device? I didn’t know that was an option!”
Me: “Well, it has to go through your manager and there has to be a valid business use case for it, but you’d have to talk to them.”
Caller: “I didn’t know we had company phones.”
Me: “They’re not handed out to everyone and it is still on a case-by-case basis that has to go through your manager.”
Caller: “So, I have to talk to my manager?”
Me: “If you want to see about getting a company phone. You do have the app installed on your current phone so you’ll be able to use it.”
Caller: “It won’t delete my info, will it?”
Me: “No.”
User: “Well, I guess I’ll go check in with my manager. Have a good night!”
