Frequently Asked Questions

Here are answers to most common questions. Can't find an answer? Contact us!

General Options

  • What happens to my passwords if my JEM is lost or stolen?

    All data stored in JEMPass is encrypted by your JEM, and can only be decrypted by your JEM. Three things to keep in mind if your JEM is lost, stolen, broken, etc.:

    1/ Your passwords will not be lost – all the data that you stored in your vault will remain safely encrypted, stored and backed up.

    2/ No one else can access your passwords, even if they have or find your JEM – because JEM verifies your fingerprint before performing any sensitive operation.

    3/ You will first need to add another JEM to your account to be able to use, edit or view your JEMPass vault again.

    IMPORTANT: To add a JEM, you will need to use your Recovery Key, which your JEMPass app will generate and display to you during initial setup. No one else — not even JEM employees — will have access to your Recovery Key. Please store it in a safe place!

  • Will it work on any site? Will it work with any browser?

    JEM supports the ability to easily access your passwords for any site. JEM also supports the automatic filling of login information (username and password) at almost every site, and we constantly monitor and add support for new and additional sites. We recently conducted a study and found that JEM’s auto-fill capability works at 100% of the top 100 sites.

  • What if my device loses charge? How do I charge my JEM?

    We designed JEM to last up to two weeks on a full charge. The included JEM dock is designed to fit conveniently on your desk near your computer so you can pop your JEM onto the dock and charge it as you work.

    If your JEM is discharged, or you do not have your JEM with you, you can use your JEM iOS app as a backup.

  • What about iPhones and iPads? How does JEM support signing in to apps and websites on these devices?

    We have developed JEM Mobile for iOS devices to easily access and use any password stored in your JEM Vault. JEM Mobile integrates with Apple’s Password AutoFill API, which allows your passwords to be automatically entered into the appropriate fields of website and mobile app sign in screens.

    Safari, Google Chrome and most mobile apps integrate with Password AutoFill API, and our testing shows the autofill process to work smoothly. For those rare cases where AutoFill does not work, you can access your passwords from the JEM Mobile app and paste it into the appropriate field.

    Development and testing of JEM Mobile for iPhones is complete and we have submitted it to the Apple AppStore for review and listing. While we cannot or predict any third party’s review and decision making process, we expect approval and listing soon. Our team is working app store reviewers to make this facility available to customers as quickly as possible.

    A version of JEM for iPad is in the works, and we will update this FAQ as soon as we have an estimated release date.

  • Is JEM waterproof?

    JEM is not waterproof.

Questions About Security

  • What if my device is lost or stolen?

    Firstly, your passwords are still secure. Your JEM cannot be used by anyone else because it is secured by your fingerprint and only connects to your paired computers.

    You will also not be locked out of your accounts. You can continue to access all your passwords using any of your other paired JEM devices or the JEM iOS app.

  • How secure is JEM? What makes JEM secure?

    JEM is a very secure system for storing and quickly accessing your passwords. Encryption and biometric verification make JEM secure by design, and seamless and simple in use.

    JEM stores your passwords in an encrypted digital vault. When a password is needed, your vault is unlocked or decrypted after first verifying your fingerprint. The high-resolution fingerprint scanner built into JEM makes verification easy, rapid and accurate. Your passwords are always stored and transported in encrypted form, and your fingerprint data never leaves your JEM device.

    JEM: simple, seamless and secure solution to your password headaches.

  • Where are my passwords stored? How secure is the storage?

    JEM distributes and stores your data in multiple places including your JEM, the computers/devices with which you pair your JEM, and the JEM cloud servers. Data from these disparate sources need to come together — like a jigsaw puzzle — to make your data decipherable.

    Your usernames and passwords reside in an encrypted vault that is available on your computer while the JEM app is in use. Other data essential for unlocking your password vault comes from your JEM cloud profile and from your JEM device. Finally, the most important data — your fingerprint — comes from you!

    Only you have access to the data needed to decrypt your information. No one else, including JEM employees, can decrypt your password vault.

  • What if JEM gets hacked? Are my passwords still safe?

    Firstly, we go to significant lengths to ensure the security of our networks and servers. Nevertheless, given the kind of data that we store, that is insufficient. JEMPass therefore ensures that your password vault is encrypted by your computer, tablet or phone, using 256 bit keys that are *never* sent to JEM servers. JEMPass extensively utilizes the Sodium cryptographic library implementing XchaCha20 encryption and poly1305 MAC.

Additional Support Options

  • Where can I find guides and information geared to new to jemPass?

    We have worked had to make jemPass as simple and intuitive as possible without comprmising security, but we realize that it is in some ways a new way of doing things. To help people get started quickly, we are in the process of creating how-to videos and will post them to the Video Guides section of this Support website.

    Meanwhile, if you need help, please reach out to us using the Contact Us link in the header. We'd be deligted to help you get set up and look forward to ways we can improve the jemPass experience.


  • Where can I find your Privacy Policy? Terms of Service? Etc.?

    We have posted our Privacy Policy and Terms of Service ("TOS") in the Policies and Procedures Section of this website. You can access these documents from the header. Hover over the POLICIES item and select the policy you want to review.

    Privacy TOS

    Updates to these documents will also be posted in the same place.