Employer FAQs
My employees already receive their payslips via email, why do I need payslips via Jem?
We have many clients that used to deliver payslips using email but were having numerous problems with this.
- Employees were forgetting their user names and passwords.
- Employees would attempt their password 3 times and get blocked from the system.
- Email payslips were bouncing or being sent to their junk folder.
My employees already receive their payslips via SMS, why do I need payslips via Jem?
We have many clients that used to deliver payslips using SMS but were having trouble tracking if employees were receiving their payslips or not. This is because employees were changing their cellphone numbers regularly. Further, payslips over SMS alone cannot be delivered in a BCEA compliant format.
Jem offers a reporting module so you can track when an employee has received or read any form of communication (including their payslip). When an employee changes their number, they simply message the Jem WhatsApp chatbot using the new number, and re-authenticate. Our system will update their number automatically. Jem is also BCEA compliant.
Can I implement Jem payslips whilst migrating payrolls?
Yes, absolutely. Jem works with all payroll systems as a simple-add on feature. We simply make payslips available to your employees via WhatsApp with no changes to your existing payroll system.
What is the onboarding process with Jem? How long does it take to get set up?
Once we have a signed quote from you, our client experience team will set up a 30 minute onboarding call to walk you through the Jem dashboard. The last step is for you to send us your employee data, and we take care of the rest! All of this can be completed within 2 days with about 2 hours worth of input required from you.
How is payslip information protected for employees?
A payslip can only be delivered to an employee via their personal cell phone. An employee must first confirm their name, surname, and ID number before they can access their payslip.
How do employers use Jem to deliver payslips to their employees?
Every pay cycle the employer either emails the payslips to your dedicated Customer Success Manager or upload them directly to your Jem dashboard. Jem has a sophisticated software that matches the payslip to the correct employee by parsing the ID numbers from each PDF payslip with the corresponding ID number on each employee’s profile to ensure the correct payslip goes to the correct employee.
How does an employer use Jem to communicate with employees?
Employers are given secure access to their own dashboard and interface where they can send announcements, polls and surveys. Employees can then view the announcements, polls and surveys sent by the employer via the Jem WhatsApp chatbot.
What data security ensures the safety of our data?
Your data is safe with Jem.
Jem’s data and security is monitored by Drata, a leading US security and compliance platform. This means you can be sure your data is secure with us.
Our data is also hosted by Google Cloud Services using industry-standard encryption. Data is not shared with any 3rd parties and is only used to provide services to your employees via Whatsapp which uses end-to-end encryption. All the above is fully POPIA compliant. Employees are also required to self-authenticate using 2-factor authentication when interacting with Jem for the first time.
How does an employer manage leave balances using Jem?
You can upload leave balances and employees can then view leave balances on the Jem WhatsApp chatbot.
How does earned wage access work practically?
By contacting Jem though WhatsApp, employees can see their available balance, request an advance, and contact our customer support representatives.
If an employee chooses to take a salary advance, Jem will pay the requested amount directly into the employee’s bank account.
At the end of the given pay cycle, Jem shall provide you with:
An reconciliation of all the advances inclusive of a deduction sheet.
An invoice for the amounts advanced and the fees for the services/advances provided.
You pay Jem the total advanced amounts, plus the fees, on the same day as your normal pay run.
The fees and advanced amounts shall be deducted from the employee’s payslip.
How will I deal with employees who abscond?
Many Jem customers face high employee turnover, which presents a risk to recouping EWA transactions. We have several ways of managing this. Firstly, employees are only able to withdraw money already owed to them. The Jem system calculates this using the net salary and the pay cycle. So if an employee were to work for two weeks of a month, and withdraws money on their last day, the withdrawal amount can still be deducted from the two weeks’ pay owed, and will not exceed 25% of this owed amount. However, we know that sometimes abscondments take time to report. In that case, the remaining 75% of money owed to that employee acts as a buffer. Finally, Jem works with client payroll teams to identify abscondments as soon as possible. During kick-off meetings, the Jem team identifies how each client’s internal process works, and will adapt our procedure to meet this requirement. Some examples of how this works with our current clients: Jem prompts the payroll team to report abscondments & terminations weekly. Jem prompts branch managers to report abscondments weekly. Jem receives weekly data imports that flag terminations. Jem processes ad hoc email requests for terminations.
Can I see your ISO 27001 certificate?
Yes. Visit our Trust Center at trust.jemhr.com for our certificate, compliance status, and full security documentation.
Do you sell or share employee data?
Never. We process data solely to deliver our service.
What happens if an employee requests their data be deleted?
We have documented processes for data subject requests, including access, correction, and deletion. These are outlined in our DPA and can be initiated through your admin controls or by contacting our support team.
Can we review your security controls in detail?
Yes. We provide security questionnaire responses, architecture overviews, penetration test summaries, and policy documentation under NDA. Contact our security team to begin the review process. Go to trust centre at trust.jemhr.com
How do you handle security incidents?
We maintain a formal incident response plan with documented procedures, 24/7 monitoring, and contractual notification timelines. Our business continuity plan is regularly tested to ensure resilience.
What about WhatsApp access to messages?
WhatsApp provides end-to-end encryption between sender and recipient. This means message content is encrypted in transit by Meta. Jem implements additional controls around consent, data minimization, and platform compliance, but we design flows that respect WhatsApp’s native encryption.
Employee FAQs
Do I need an email address to access my payslip?
No, once your Jem profile is active on WhatsApp, you will receive your payslip via WhatsApp, as they are sent out by your employer.
Can I access my payslip or any company announcement if I don't have WhatsApp?
No, you can only access Jem through WhatsApp.
Can I request multiple payslips at once?
Yes, depending on what your employer allows, you can access your payslip for the past three months.
How much does it cost to use Jem?
Accessing payslips, leave, and announcements through Jem is free for employees. For earned wage access, a same-day withdrawal costs R6 PLUS 3.5% of the amount withdrawn, per withdrawal. For an instant advance, the cost is R25 PLUS 3.5% of the amount withdrawn, per withdrawal.
For earned wage access withdrawals, can I get paid into any bank account?
No. The money will only be paid into the bank account your employer pays your salary into.
For earned wage access withdrawals, how long does it take to get the money?
Standard payments take up to 1 business day to reflect in your account. Faster payments take a few hours to reflect in your account.
What is my password to access my payslip?
Your password is your ID number.
Does Jem offer loans?
Jem does not offer loans. We offer you access to some of your earned-but-unpaid salary before payday.
I do not have a mobile device to request an advance, what do I do now?
You can request an advance via our USSD line *120*20030#
The cost is 40c per 20 seconds.
You can also contact our customer support line on 087 058 0944.
How can I update my mobile number on my profile?
Once you’ve switched your number on WhatsApp, send “Hi” to our WhatsApp chatbot on 079 244 7062 and follow the prompts.”
Which networks can I choose from?
Jem can currently offer you contracts with Vodacom, MTN and Telkom.
When does my new SIM card become active?
Your SIM card is active when you receive it. If you’re keeping your old number (migrating), activation may take up to 24 hours. For SIM swaps, it can take up to 4 hours. Don’t insert your new SIM until at least 24 hours have passed.
How does my airtime and data work?
Vodacom: data is loaded on the first of each month
MTN: data is loaded on the 22nd of each month
Telkom: data is loaded on the first of each month
For all networks, minutes don’t roll over into a new month, but data does roll over for 30 days.
What is night-owl data?
Night-owl data is extra data you can use between midnight and 5am.
Vodacom: gives both day and night-owl data
MTN: currently only gives all-day data
Telkom: currently only gives all-day data
Is my phone covered by insurance?
Yes. All phones sold through Jem Mobile are insured.
Is my phone under warranty?
If your device is faulty out of the box, report it within 7 days for a swap. Any other issues will be assessed by the service provider. Physical damage or tampering voids the warranty. If the fault isn’t yours, the provider will repair or replace the device.
What if I lose my phone?
You qualify for one replacement device after making six payments. In other words, if you have had your contract for six months and payments are up to date, we can replace a lost device for you. For this to be possible, you must:
Go to the police and get a certified affidavit
Contact your sales agent to start the replacement process
What if I lose my SIM card?
A blank SIM card comes with your phone. Use it for a free SIM swap if you lose your original SIM card.
What if my phone breaks?
Contact Jem to arrange a repair. You’ll receive a quote for the cost and we will arrange for the phone to be fixed once you approve the cost. Please note that this amount must be paid by you.
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