Frequently Asked Questions

Q: Why is Jem Safe Android Only?
A: We decided to only offer to Android users as Apple cover a lot of antivirus, anti-phishing facilities within their own updates and services, whereas with Android there is scope for greater risk, which we aim to minimise for our users.

Q: Can I use Jem Safe on multiple devices?
A: Our standard subscription is for one device, but we do have an additional household/family bundle option which is for up to five devices for £* per month.

Q: Can I pay for a years subscription in one lump sum?
A: We only offer our service on a low monthly subscription basis.

Q: Can I change the monthly billing date?
A: If you wish to change the date your subscription is drawn please complete the contact form stating so in your message and we will endeavour to change it for you. If you have any other queries or want any other information regarding your direct debits, click here.

Q: How do I know I have the latest version of Jem Safe?
A: You can check for an update through the Google Play Store.

  1. Launch the Google Play Store on your phone: <https://play.google.com.
  2. Choose the menu button at the top left
  3. Choose "My Apps and Games"
  4. Find and select "Jem Safe"
  5. If the "Update" button appears then you will know that there are updates available. Click on it and the app will update.

Note: If you want to set your device to automatically update your Jem Safe app, choose the menu  button at the top right of our store page then check the box for "Auto-update".

Q: What do I do if I upgrade or get a new phone? Can I still use Jem Safe?
A: Once you have backed up/restored/synced your device from your previous phones saved back up the app should automatically be reinstalled onto the new device. When you open it, it will query whether you have a new device, which you select yes and it will run through the security verification process and review whether in our system your mobile number (which is key in identifying individual users against active licences) had received our licence code and it will recognise that against the record and your app will be activated.

Q: Why doesn't Jem Safe have phone support?
A: Your email address registered to your Jem Safe account is the most secure way to identify you as the account owner.

When you create an account with Jem Safe, you register your email address with us. This is the primary and most secure way we have to verify you as the authentic Jem Safe account holder and reference your account information. If you were to call our customer support team there would be no way to verify your identity. Anyone could simply state your email address verbally, allowing them potential access to your account information.

Jem Safe goes to great lengths to ensure the security of your account and your data. By sending us a request directly from your registered Jem Safe account email address or through our contact form you are can be identified as the account owner, and we can quickly view your account and get you the assistance you need.  

Q: How do I cancel my subscription?
A: You must sign in to your Jem Safe online account and in the 'My Account' settings there is an option to 'Review my Subscription' within which you can cancel your subscription. If you cancel prior to the monthly billing being drawn from your account the monthly payment is still due and payable and will be processed as normal, however rest assured our system will not draw future payments.

Q: How do I uninstall Jem Safe?
A: See our uninstall guide here.
 
For further information from how to get installed to utilising the features check out our Support pages here.

Be Safe

Be Jem Safe