Frequently Asked Questions
Find answers to common questions about Guardian Jem, active safeguarding, subscriptions, orgnanisational use, and support.
Guardian Jem App
How Do I Get Started?
Getting started is simple. Download the Guardian Jem app, create your account, add your details, set up your connected profiles, choose the subscription plan that best suits your needs, and begin using Guardian Jem’s safeguarding features.
Do I Need To Subscribe Before Using Guardian Jem?
Guardian Jem may offer trial access depending on the selected plan, allowing users to explore features before transitioning to a paid subscription. Current plan details are available on the App page.
How Does Subscription Setup Work?
After creating your account and setting up your connected profiles, you’ll be able to choose the subscription option that matches your safeguarding needs. Subscription management is handled securely through the relevant app store platform.
Can I Upgrade or Change My Subscription?
Yes. Subscription changes can be managed through your app store subscription settings, subject to the relevant platform’s terms.
Will I Receive Alerts If Something Changes?
Guardian Jem is designed to notify connected guardians when relevant safeguarding events or changes require attention, depending on your setup and subscription features.
Do I Need A Wearable Device?
No. Guardian Jem’s consumer experience is app-led and designed to work without requiring dedicated hardware. Connected wearable solutions may be introduced for specific safeguarding use cases in the future.
Which Devices Are Supported?
Guardian Jem is designed for compatible modern smartphones. Supported platforms and device requirements are listed on the app download page.
What Should I Do If I Need Help?
If you need assistance with your account, app access, or technical support, please visit our Contact page where our support options are available.
How Many People, Guardians, Or Trusted Contacts Can I Connect?
Guardian Jem subscription plans are based on the number of connected profiles you wish to safeguard. Depending on your selected plan, you can connect additional guardians or trusted contacts to support shared safeguarding. Current plan options are available on our App page.
What Is Guardian Jem?
Guardian Jem is an active safeguarding platform designed to help people stay connected, detect changes, verify safety, and support timely responses when something needs attention. Unlike passive monitoring tools, Guardian Jem is built around active safeguarding and shared awareness. For more information, please visit our Guarding Jems page.
Is Guardian Jem a Tracking App?
No. Guardian Jem is not designed as a passive tracking tool. While location awareness may support certain safeguarding functions where appropriate, Guardian Jem’s focus is on recognising changes, verifying wellbeing, and helping the right people respond when needed.
How Does Guardian Jem Work?
Guardian Jem uses a structured safeguarding approach designed to monitor relevant changes, support awareness, and help connected guardians respond appropriately. Depending on the use case, this may involve close proximity awareness, app-based notifications, and shared safeguarding features.
Who Is Guardian Jem Designed For?
Guardian Jem is designed for people who want greater peace of mind and shared safeguarding support, including families, carers, connected guardians, and trusted individuals.
Does Guardian Jem Work Without Internet?
Certain safeguarding functions, such as close-proximity awareness, may continue to operate in specific offline scenarios, depending on the feature and device connection. Full functionality may require internet access.
How Much Does Guardian Jem Cost?
Guardian Jem offers flexible subscription options depending on the number of connected profiles and safeguarding needs. Current pricing is available on our App page.
Can I Cancel Anytime?
Yes. You can cancel your Guardian Jem subscription through your app store subscription settings at any time. Cancellation will prevent future renewals, but if a billing cycle has already begun, your subscription will remain active until the end of the current paid period. Refunds are subject to the policies of the relevant app store platform.
What Happens If a Connected Person Becomes Disconnected?
Guardian Jem is designed to detect relevant safeguarding changes based on your setup and connected features, helping connected guardians respond appropriately when attention may be needed.
Businesses
What Is Guardian Jem For Organisations?
Guardian Jem helps organisations strengthen safeguarding through active monitoring, structured alerts, and shared operational visibility. It is designed for environments where safety is a responsibility, not just a personal concern.
Which Organisations Can Use Guardian Jem?
Guardian Jem is designed for a wide range of safeguarding-focused environments, including education, childcare, care settings, hospitality, transport, public venues, events, and other managed environments where vulnerable individuals or duty of care responsibilities exist.
Is Guardian Jem Suitable For Schools?
Yes. Guardian Jem can support safeguarding across school environments, including transitions, outings, supervision visibility, and connected safeguarding awareness depending on deployment design.
Can Guardian Jem Support Childcare Providers?
Yes. Guardian Jem is highly relevant for childcare environments where supervision, group awareness, handovers, and safeguarding accountability are critical.
Can Guardian Jem Support Care Environments?
Yes. Guardian Jem can be adapted for care-led environments where safeguarding visibility, movement awareness, and connected oversight may support staff responsibilities.
Does Guardian Jem Require Hardware?
Organisational deployments may involve dedicated Guardian Jem hardware depending on the environment, use case, and operational requirements. Deployment models are discussed during the consultation process.
Can Guardian Jem Be Used In Hospitality, Public Venues, Or Managed Environments?
Yes. Guardian Jem is designed to support environments where crowd movement, dispersed spaces, vulnerable guests, or safeguarding responsibilities create operational risk.
Can We Pilot Guardian Jem Before Full Deployment?
Yes. Pilot deployments are available to help organisations assess operational fit, safeguarding value, and deployment requirements before wider rollout.
How Do Guardian Jem Pilots Work?
Pilot deployments typically begin within a defined environment, such as a single site, department, franchise, or operational area. Standard pilot periods generally run for approximately three months to allow meaningful operational assessment. If the pilot is successful and both parties wish to proceed, longer-term deployment arrangements may be discussed, typically through structured service agreements.
Is Guardian Jem Purchased Or Rented?
Guardian Jem organisational deployments are provided through a service-based subscription model. Where hardware is included, devices remain part of the Guardian Jem service ecosystem and are supplied as part of the agreed monthly arrangement.
Does Hardware Need To Be Returned?
Yes. Hardware supplied as part of organisational deployments remains part of the Guardian Jem service model and must be returned in accordance with the agreed terms. This supports our sustainability, refurbishment, and responsible recycling approach.
Can Guardian Jem Be Tailored To Our Environment?
Yes. Organisational deployments are designed around the realities of your environment, safeguarding requirements, and operational workflows rather than a one-size-fits-all approach.
How Is Organisational Pricing Structured?
Organisational pricing is tailored based on deployment size, environment, hardware requirements, and operational needs. Consumer app subscriptions do not reflect organisational deployment pricing.
How Do We Request a Demo or Partnership Dicussion
Organisations interested in demonstrations, pilot discussions, partnerships, or deployment conversations can contact the Guardian Jem team directly through our business contact channels.
Privacy & Data
What Information Does Guardian Jem Collect?
Guardian Jem collects information necessary to provide its safeguarding services, including account details such as name and email address, connected profile information, device-related data, safety event information, and other relevant service data depending on the features you use.
Does Guardian Jem Collect Location Information?
Yes. Certain Guardian Jem safeguarding features may rely on precise location or proximity-related information where enabled and authorised by the user. Location access is only used where relevant to the functionality you choose to use.
Why Does Guardian Jem Collect Information?
Guardian Jem collects information to provide safeguarding functionality, support connected alerts, maintain account security, improve service performance, and deliver relevant operational features.
Does Guardian Jem Sell My Data?
No. Guardian Jem does not sell, rent, or commercially trade personal information with third parties.
Is My Information Shared With Third Parties?
Guardian Jem may share information only where necessary to operate its services, support approved connected users, meet legal obligations, or work with trusted service providers supporting platform functionality.
Who Can See My Information?
Access to relevant information is limited to authorised connected users within your approved safeguarding setup, along with authorised operational processes where necessary to support service delivery.
Is My Data Protected?
Guardian Jem uses appropriate security measures to help protect personal information, including secure data transmission, access controls, and service security protections designed to reduce unauthorised access or misuse.
How Long Is My Data Retained?
Data is generally retained while your account remains active. Certain information, such as location history where applicable, may be automatically removed after defined retention periods in accordance with platform settings and privacy controls.
Can I Delete My Data?
Yes. Users may request deletion of their account and associated personal information in accordance with the available platform controls and applicable privacy rights.
Can I Withdraw Location Access?
Yes. Users control location permissions through their device settings and can disable location sharing features where applicable. Certain safeguarding features may be limited if location access is withdrawn.
Is Guardian Jem Suitable For Children?
Guardian Jem is designed for guardian-led safeguarding use cases. Child-related profiles, where applicable, are created and managed by the responsible parent or guardian account holder.
Does Guardian Jem Require Camera Access?
Camera access may be requested where users choose to upload profile images or use image-related account features. Camera access is only used for those selected functions.
Technical Support
I Can't Log In. What Should I Do?
Please ensure you are using the correct login credentials and that your internet connection is stable. If the issue continues, try restarting the app or using the password reset option.
I Forgot My Password. How Do I Reset?
Use the password reset option on the login screen and follow the instructions provided to regain access to your account.
I'm Not Receiving Alerts. What Should I Check?
Please check that notifications are enabled for Guardian Jem in your device settings, that relevant safeguarding features are active, and that your device has an active internet connection where required.
Location Features Aren't Working. What Shall I Check?
Please ensure location permissions are enabled for Guardian Jem within your device settings and that any relevant safeguarding or sharing features are active. Some features may require background location permissions to function correctly.
The App Isn't Updating Correctly. What Should I Do?
Please ensure you are using the latest version of Guardian Jem available through your app store. Restarting the app or your device may also resolve temporary issues.
The App Crashed Or Froze. What Shall I Do?
Close and reopen the application, ensure your device software is up to date, and confirm you are using the latest version of Guardian Jem. If issues persist, please contact technical support.
Guardian Jem Isn't Showing Accurate Information. What Shall I Do?
Certain features rely on device permissions, connectivity, and active safeguarding settings. Please check your app permissions and connection status before contacting support.
How Do I Update Guardian Jem?
Guardian Jem updates are provided through the relevant app store platform. Please check your device’s app store for the latest available version.
How Do I Delete My Account?
Account deletion options are available within the app settings where applicable. Deleting your account will remove access to Guardian Jem services in accordance with our privacy processes.
How Do I Contact Technical Support?
If you require technical assistance, please visit our Contact page or email our technical support team directly using the support details provided.
Billing & Subscription
Are Guardian Jem Subscriptions Automatically Renewed?
Yes. Consumer subscriptions renew automatically in accordance with the terms of the relevant app store platform unless cancelled before the renewal date.
What Happens If I Forget To Cancel?
If a subscription renewal has already been processed, access to Guardian Jem will continue until the end of the current billing period. Refunds are handled in accordance with the relevant app store provider’s policies.
What Happens If Payment Fails?
If a payment cannot be successfully processed, access to paid subscription features may be affected until billing is successfully resolved through the relevant subscription platform.
Are Refunds Available?
Refund eligibility is subject to the policies of the relevant app store provider through which the subscription was purchased.
How Is Business Billing Structured?
Organisational deployments are structured separately from consumer subscriptions and are based on agreed commercial arrangements, deployment scope, hardware requirements, and service needs.
Is Hardware Purchased or Rented For Businesses?
Guardian Jem organisational hardware is provided as part of a managed service model and remains the property of Guardian Jem unless otherwise agreed.
What Happens If Hardware Is Lost, Damaged, Or Not Returned?
Hardware supplied as part of organisational deployments remains subject to agreed commercial terms. Replacement, recovery, or associated charges may apply depending on the circumstances and contract terms.
Can Business Contracts Be Cancelled Anytime?
No. Organisational deployments are typically provided under fixed-term commercial agreements, usually for a minimum 12-month term following a successful pilot and formal onboarding.
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