FAQ

Answers to Frequently Asked Questions

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.:

First, the passwords stored in your JEMPass Vault can only be decrypted using your JEM and your fingerprint. The fingerprint-based protection of your passwords remains in place.

Second, your passwords will not be lost – all the data that you stored in your vault will remain safely encrypted, stored and backed up. 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!Have you had a chance to answer the previous question?

Finally, even though your data remains protected because your fingerprint is required to decrypt your passwords, you must promptly revoke the lost or stolen JEM in your JEMPass Account. Please contact support if you need to revoke your JEM.

How do I charge my JEM?

Please see this article on Charging your JEM.

Which computers and devices does JEM work with?

JEM works on PCs running Windows 10 and on Mac computers running macOS Mojave and above.

Which mobile devices or tablets does JEM work with?

JEM works on/with Apple devices runnning iOS version 13 and above.

JEM works on/with Android devices (smartphones and tablets) runnning Android version 10 and above.

Which desktop browsers does JEM work with?

JEMPass and JEM integrate with desktop browsers via the JEMPass Extension for browsers.

• For Mac users, JEMPass Extension is available for Safari, Google Chrome and Microsoft Edge.

• For Windows users, JEMPass Extension is available for Google Chrome and Microsoft Edge.

• Support for Firefox browsers is in beta.

• By design, Chromium-based browsers are capable of running Chrome extensions. We have successfully installed and tested the JEMPass Extension on Chromium based browsers such as Brave and Vivaldi.

Which sites does JEM work with?

Websites do not need to make any changes for users to use JEM to sign in.

JEMPass stores your credentials in a secure space called the JEMPass Vault. You can view, edit and and manage your password Vault for any site using any modern browser.

Furthermore, on supported browsers (see FAQ above), JEMPass Extension can access your JEMPass Vault and automatically fill in your credentials to most website login forms/pages. We strive to maintain a high autofill success rate; a recent study showed that JEM’s auto-fill capability works at nearly all of the top 100 sites.

Is JEM waterproof?

No, JEM is not waterproof. As JEM is a personal electronic device, please treat it with care and keep it away from water and extreme temperatures.

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?

Your passwords are stored in an encrypted JEMPass Vault. Your JEMPass Vault object is stored on the JEMPass cloud (servers).

When you are signed in to you JEMPass Account, your JEMPass Vault is available on that device.

Further, when you are signed in, some data, such as the title of your credential record, the domain or website for which a password is applicable, and your username are available to the JEMPass app in unencrypted form. This is by design, and it is done this way so that JEMPass can surface the appropriate credentials for you to use when you want to sign in to a website or app.

However, even when you are signed in to your JEMPass account, all your passwords in your JEMPass Vault remain encrypted. This is a crucial difference between JEMPass and a Master Password based approach, in which the entry of a Master Password once necessarily enables decryption of all passwords in the Vault.

Finally, note that JEMPass is end-to-end client-side encrypted. This means that only you have access to the resources (keys) required to decrypt your data. No one at JEM can decrypt your passwords.

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-Poly1305 encryption.

Where can I find guides and information for new users?

We have worked had to make JEM and JEMPass as simple and intuitive as possible without compromising security, but we realize that it is in some ways a new way of doing things, and that we can continue to make improvements.

We have pulled together information and guides to help our user into this knowledgebase. We are also creating how-to videos and will post them to the Video Tutorials section of this knowledgebase.

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