FAQs 4 Jam Subscribers – The JamJar (e-Wallet)
What is a Jam Jar?
The Jam Jar is a mobile e-wallet which is a pre-funded account that cannot go into overdraft. A Jam Subscriber is able to receive funds in his / her Jam Jar by way of an EFT payment or a cash deposit into a bank account dedicated for this purpose. Once funds are received into the Jam Jar, the South African Rands are converted to Jam Currency called “Jammys”. R1 = J1 or 1 Jammy. With the Jam Jar now pre-funded, users can go about transacting.
How Do I Register As A Jam Subscriber?
I have a Smart Phone with an Android Operating System – How do I register?
If you have an Android Phone you need to download the free Android App. We suggest you do this in a Wi-Fi environment as it will be quicker and will save you on cellular data costs.
Open your Smart phone’s internet browser and go to: http://apps.jam4all.co. Click on the green Android Robot described as “Customer and Retail store App”. Once the download is complete, go to your “Downloads” folder on your phone and open the Jam download (name starts with Jam and file type is “.apk”). You will be asked whether you want to install the app. (Some phones block this type of download. If this happens to you, you need to allow the download to happen by changing your security settings for your specific type of phone). Click on the “Install” button. Once installed successfully, you will be prompted to open the App. On the Welcome screen you will be given 2 options to select from as follows: “Existing Account” or “New Account”. Select “New Account”.
Please ensure you complete all the necessary information accurately. You will then be asked to select the “Account Type” you would like to subscribe for. Click here to view the different account types available. You will also be asked to select a “Beneficiary”. This is the entity that will earn loyalty on your transactions based on the Account Type that you selected
You will receive a Pin code via SMS to be used when logging in to your JamJar (e-Wallet). Keep this Pin code secret. You can change the Pin Code under the “Account” menu in the JamJar (e-Wallet).
You will receive a Pin code via a notification (SMS or JamChat message) to be used when logging in to, and authorising transactions from, your JamJar. Keep this Pin code secret. You can change the Pin Code under the “Account” menu in the JamJar.
You will be required to enter your Username and Pin Code to Jam In (Login) to your JamJar. Your username will be the country code “27” for South Africa followed by your mobile phone number without the zero at the beginning of the number. Example: If your phone number is 079 364 8745 then your Username will be 27793648745. Each time you login to your JamJar you will also receive a one-time pin via a notification (SMS or JamChat message). With the Android App this Pin is automatically populated from the notification (SMS or JamChat message) received by you for your convenience. The last step is to email a copy of you ID document to firstname.lastname@example.org . Once your ID has been received you will be migrated to the Account Type of your choice and will have access to the full functionality of the JamJar.
I have a Smart Phone with Non-Android Operating System – How do I register?
If you do not have an Android phone (for example an Apple, Blackberry and phones running the Microsoft Windows smart phone operating system) then you will use the Jam Mobi Website to access the JamJar functionality. You will unfortunately not have access to the JamChat social media app at this stage as the Jam Mobi Website version will only be available in the near future. You will however have access to the full functionality of the JamJar.
Open your Smart phone’s internet browser and go to: http://m.jam4all.co/ . Click on “New Account” and go through the self-registration process. Please ensure you complete all the necessary information accurately. You will then be required to select an “Account Type”. Click here to view the different account types available. You will also be asked to select a “Beneficiary Organisation”. This will be the entity that will earn loyalty on your transactions if you opted to enrol for the Jam4You or Jam4All Account Type.
You will receive a Pin code via SMS to be used when logging in to, and authorising transactions from, your JamJar. Keep this Pin code secret. You can change the Pin Code under the “Account” menu in the JamJar.
You will be required to enter your Username and Pin Code to Jam In (Login) to your JamJar. Your username will be the country code “27” for South Africa followed by your mobile phone number without the zero at the beginning of the number. Example: If your phone number is 079 364 8745 then your Username will be 27793648745. Each time you login to your JamJar via the Jam Mobi Website you will also receive a one-time pin (OTP) via SMS which you have to type in before you are allowed access to the JamJar. This is for your security.
The last step to complete is to email a copy of you ID document to email@example.com . Once your ID has been received you will be migrated to the Account Type of your choice.
I do not have a Smart Phone – Can I still participate?
Yes. You can still become a Jam subscriber. Instead of using a Smart phone app you will dial a USSD short code to access your Jam Wallet. You will not have access to the JamChat social media app as it is only available on Smart phones. The USSD short code to dial in order to access your Jam Wallet is *120*1744*371#
Tip: Save the short code in your contact list for future use.
If you do not have a Smart phone, you must complete the Jam Application form and email it with your ID to firstname.lastname@example.org. The JamJar will be created for you and you will be notified when it has been created.
How do I load money onto my JamJar (e-Wallet)?
Choose the account below that is at the same bank as your bank.
If you bank at FNB, choose the FNB account details. If you bank at Standard Bank, use the Standard Bank details.
|STEP 2||Log into your internet banking account.|
|STEP 3||Add a new beneficiary using 2D South Africa Pty Ltd as the beneficiary name and the account number, branch name and branch code provided below|
Set the beneficiary reference to: your mobile number–37, e.g. 27871234567-37.
Make sure you type your mobile number correctly and use this ID. If you use the incorrect reference number, we will not be able to identify you, and will not be able to load your wallet.
|STEP 5||Send a deposit notification to email@example.com.|
Now you can transfer the amount you wish to load.
Deposits made after 4pm may only be loaded into your account after 7am the following working day.
If you do not have internet banking, you can visit your nearest branch and do a cash deposit. There is a fee for cash deposits which will be deducted before loading your wallet.
Use the banking details below that correspond with your bank
|Standard Bank||Account Number
R3,75 + R0,76 per R100 or part thereof
R4.80 + R1.28 per R100 or part thereof
R2.40 + R0.64 per R100 or part thereof
R3.50 + R1.50 per R100 or part thereof
Select one of the other banks
Are the funds in the JamJar safe?
IThe Jam Android app, Jam Mobi Website and USSD channel was developed with security top of mind. You must ensure that all personal information and PIN required for the purpose of using the service is kept confidential.
You should treat the JamJar as cash and must keep the JamJar PIN and the mobile phone safe.
PIN security tips
• Never share your PIN with anyone, including a Jam employee or the police
• We will never ask for your PIN or password by email, SMS, phone or face-to-face
• Don’t use the same PIN for a card, other mobile money or banking apps, etc
• Memorise your PIN and never write it down)
• Change your PIN often – this makes it difficult for others to guess your PIN or use it to access your account if they see you entering it
• Don’t use the same PIN for a card, other mobile money or banking apps, etc
What mobile phones can be used used for Jam?
Jam is not limited to smart phones only. A Jam Subscriber with a simple phone can transact using USSD. Android Smart Phone users can download the Jam Android App. A Jam Subscriber, who does not have an Android smart phone, can transact via the Jam Mobi Website. Internet – Jam Subscribers can also access their JamJar accounts via the internet and transact from there. Go to m.jam4all.co
How do I pay for goods at the retails store?
You will pay via the revolutionary 2D Mobile Payment. Go to www.2dgroup.co for more about 2D. Once you have logged into your JamJar, you will select the “Pay by 2D” transaction on the transaction menu. The retail store will provide you with a 2D Code. You will enter the 2D code in the space provided. A message will be displayed: Example: “You are about to pay code 701611972, R159.60, Jam, “Description that retail store entered”. At this point you must check the transaction details before confirming the transaction. Once confirmed the payment is made and cannot be reversed. If a refund is required, you must deal directly with the retail store as Jam will not get involved with any refunds or disputes between yourself and the store. Tip: To save time at the till, you can log into your JamJar as you get to the till. Did you know? The person at the till does not have to be the person paying the 2D Code! Anyone that can make a 2D Payment can pay the 2D Code from anywhere as long as you communicate the 2D Code to them. Note: A 2D Code has a specific time to live. If you take too long to pay the 2D Code, it will expire and you will have to get a new 2D Code from the retail store.
What Are The Different Account Types Available That I Can Choose From?
There are 4 different account types available to choose from as follows: Jamlite Jam4Me Jam4You Jam4All On first enrollment a Jammer is defaulted to the Jam Light product. The Jam light product has lower limits compared to the other products and loyalty rewards can only accrue to the Jammer and not a nominated Beneficiary Organisation. Once the Jammer has completed a FICA process, the Jammer is then migrated to the product of choice. The product chosen will determine to whom the loyalty rewards accrue to.
What Transactions Can I Perform With My Jam Jar?
Make 2D Payments at participating merchants. Do a “Send Money Transaction” to another Jam Subscriber’s Jam Jar. Do a “Send Money Transaction” to another mobile phone number Do a Cashback (Cash Withdrawal) transaction at participating merchants. Buy Pre-Paid Services (VAS) Balance Enquiries Mini Statements Change JamJar Pin
What pre-paid can I buy?
Pre-paid Mobile Airtime Pre-paid Mobile Data Pre-paid Electricity Jam Chat pre-paid airtime for cost effective VOIP calls to Mobile / Landline numbers Watch this space for many more exciting services to come.
Are there any account balance and transactional amount limits on my Jam Jar?
|Minimum Balance Limit:||R 0|
|Maximum Balance Limit:||R 25,000|
|Max money out transactions per day:||R 5,000|
|Max money out transactions per month:||R 25,000|
|Maximum merchant Cashback limit per day:||R 500|
|Maximum Transfers to other Jam Wallets per day:||R 3,000|
Please note that if the system identifies the transaction as potentially fraudulent, these limits may be reduced.
Will I Earn Interest On The Balance In My JamJar?
No interest will be earned by you on the balance in your JamJar (e-Wallet)
Can I close my account and get a refund of the funds in my JamJar at the time?
No. The only way to access the funds in your JamJar is by spending it or doing a Cashback transaction at a participating merchant.
When is loyalty earned and applied?
Loyalty is earned when doing a transaction where loyalty is applicable. The Loyalty is applied to the Loyalty Beneficiaries on a monthly basis.
Can I use USSD from my Smart Phone to transact with my Jam Jar (e-Wallet)?
Yes. You can use the USSD functionality to access your wallet and perform transactions from your Smartphone if you find it more convenient or if the cellular phone network signal is bad. Tip: Save the USSD Short Codes in your contact list for future use. The USSD short code to dial in order to access your Jam Wallet is *120*1744*371#
What must I do if someone knows my Mobile Banking PIN?
Change your PIN immediately. If you can’t change your PIN, suspend your Jam service immediately by visiting your nearest Jam Service centre or by calling our Call Centre. Remember to keep your PIN secret and never write it down or share it with anyone, even if they claim to be Jam staff.
I can't use my phone even though I have airtime. What now?
Call the Jam Call Centre and suspend access to the service. Then contact your cellular service provider to confirm what the issue is and restore your cellular service. You will then need to visit your nearest Jam Service Centre to reactivate the Jam Service. Remember to take your ID book with you.
How do I change my JamJar PIN?
It is good practice to change your PIN from time to time.
Dial *120*1744*371#. Select the “Account” menu option and the select “”Change PIN”. You will be required to enter your old PIN number before you can change the PIN to a new number.
Android and Mobi Website:
Select the “My Account” menu option and then select “Change PIN”. You will be required to enter your old PIN number before you can change the PIN to a new number. The PIN change will be effective immediately.
What must I do if I forgot my PIN?
Firstly you must phone the Jam call centre. The call centre agent will ask you some questions to verify that you are indeed the owner of the JamJar. If the questions are answered satisfactorily, a PIN reset will be performed which will result in a One-Time-Pin (OTP) being sent to your phone. You will use this OTP once to log in to your JamJar and you will be required to choose a new PIN. Should you not be able to provide satisfactory answers to the call centre agent, you will be required to go to your nearest Jam Agency with your original green ID book in order to be verified and get the PIN reset. .
My mobile phone number has changed. What must I do?
If you change your mobile phone number, you must go to your nearest Jam Agency with your ID and proof of your new mobile phone number. Once the documentation has been verified, the Jam Agent will update the system with your new mobile phone number. Go to Contact Us for a list of Jam Agencies / Agents in your area.
What happens if my mobile phone is lost or stolen?
If the mobile phone is lost or stolen, you must:
1. Contact your mobile phone service provider immediately and ask for a block on the mobile phone. The blocking of the mobile phone will assist in protecting the funds held in the JamJar.
2. You must also contact the Jam Call Centre as soon as possible and ask for a block on the JamJar linked to that mobile phone
If you don’t block the JamJar, someone else may be able to access the funds in the JamJar and then JAM cannot assist with any loss of funds from that JamJar.
Can I activate the app on more than one mobile phone or a tablet device?
No. For security reasons, you cannot.
I forgot to sign out after using the app. Is my money safe?
Yes. You will be automatically signed out 3 minutes after last using the app.
How does a “Send Money” transaction work if I send money to a person who does not have a JamJar?
Anyone with a valid South African mobile phone number may receive funds from a Jammer. It is the Sender’s responsibility to ensure that he / she uses the correct mobile phone number when doing the transaction. The sender will receive a notification of a successful “Send Money” transaction. Message example “R 251.95 successfully sent! The recipient will be notified to collect the funds at the nearest participating retail store or agent using the provided details.” The Sender is charged a fee for the Send Money transaction. The recipient of a “Send Money” transaction will receive a notification as a result of a successful “Send Money” transaction by the Sender. Message example: “You have received R 251.95 from 073 1234567. Collect at a Jam agent using Secret Code: 158761.” The recipient will use the information received in the notification to withdraw the cash at the participating retail store. The recipient must withdraw all the cash received and cannot withdraw only a portion thereof. If the recipient of a “Send Money” transaction initiates a SIM swap or if the recipient’s mobile phone number changes, the recipient must make sure that he / she informs any Sender of the new mobile phone number. Jam does not accept any liability for any losses or damages should you, as a Recipient, change your mobile phone number and not inform any Sender of this change. We cannot guarantee that the Sender or Recipient will receive the notification message as this message is provided by mobile phone service provider. We will not be responsible for any losses suffered by you or any party (directly and indirectly) if there is an operation failure or malfunction on the part of the mobile phone provider or other communication network provider. The recipient does not pay a fee for the cash-out transaction at the participating retail store. JAM cannot guarantee that you will receive the notification message as this message is provided by mobile phone service provider. JAM will not get involved in any dispute between you and the Sender regarding any “Send Money” transactions made using the JamJar service. By using this service no legal relationship is created between the recipient and JAM. A legal relationship is only established with the recipient should the recipient choose to enroll with Jam and complete the enrollment process. If the recipient does not claim the funds or does not enroll for a JamJar within 30 (thirty) days from receiving notice of the transaction, the funds will be returned to the Sender. If you send money regularly to the same person, please do encourage them to enroll for a JamJar
How does a “Send Money” transaction work if I send money to a person who does have a JamJar?
It is the Sender’s responsibility to ensure that he / she uses the correct mobile phone number when doing the transaction. The sender and recipient will receive a notification of a successful “Send Money” transaction. The funds are available immediately in the recipient’s JamJar. The Sender is charged a fee for the Send Money transaction. The recipient of a “Send Money” transaction will receive a notification as a result of a successful “Send Money” transaction by the Sender. Message example: “You have received R 251.95 from 073 1234567.” The recipient can use his / her JamJar to withdraw cash a participating retail store. The recipient is charged a fee for the cash withdrawal transaction. If the recipient of a “Send Money” transaction initiates a SIM swap or if the recipient’s mobile phone number changes, the recipient must make sure that he / she informs any Sender of the new mobile phone number. Jam does not accept any liability for any losses or damages should you change your mobile phone number and not inform any Sender of this change. We cannot guarantee that the Sender or Recipient will receive the notification message as this message is provided by mobile phone service provider. We will not be responsible for any losses suffered by you or any party (directly and indirectly) if there is an operation failure or malfunction on the part of the mobile phone provider or other communication network provider. JAM will not get involved in any dispute between you and the Sender regarding any “Send Money” transactions made using the JamJar service.
What happens if I send money to an incorrect mobile phone number?
You can request a refund if the money is still there (i.e. if the recipient has not withdrawn the funds). Please contact the Jam call centre. Please note there is a charge when requesting a reversal.
How do I do a cash withdrawal (cashback) transaction at a participating retail store?
At the retail store point of sale or at the Jam agent you will request a cash withdrawal from your JamJar. The retail store or Jam agent must provide you with its mobile phone number linked to the retail store or Jam agent’s JamJar. You will log into your JamJar and select the “Withdraw Money” transaction. You will be required to input the retail store or Jam agent’s mobile phone number and the amount. Once the transaction is confirmed, funds will flow from your JamJar to the retail store or Jam agent’s JamJar, the retail store or Jam agent will hand you the cash and you will receive a notification. Example: “Jam Withdrawal of R 150.00 for 073 1234567 Ref: 123456”
I bought airtime and did not receive it. Why?
We have no control over the service providers’ systems and, as a result of technical issues on their systems, we may not be informed or aware of problems. This means that there could be delays in your airtime being topped up. We’ll try process the transaction or reverse it the next business day after a call has been logged with the call centre and a reconciliation has been done.
I bought electricity and didn't receive it. Why?
We have no control over the municipalities’ and electricity issuers’ systems and, as a result of technical issues on their systems, we may not be informed or aware of problems. We’ll either deliver the electricity token by SMS if we receive it or reverse your money immediately if it failed after a call has been logged with the call centre.
I lost/deleted the SMS with my electricity token. Can I view it again?
You can only view the last electricity token that you bought.
I bought airtime via Airtime Direct, but didn't receive a confirmation. Where is it?
We use direct airtime top-up, which means that the mobile phone number you choose will be topped up directly without the need for a token. For the person receiving the airtime, the whole transaction is simple and no action is required of them. They will get an SMS from us confirming that their mobile phone was topped up and the amount of the top-up.
Which service providers are supported for airtime purchases?
We currently support, Cell C, MTN, Neotel, Telkom, Virgin and Vodacom for airtime token top-ups. We currently support MTN and JamChat for Airtime Direct top-ups.
How will I receive my prepaid electricity token?
It’ll be displayed on your mobile phone screen and will also be sent to you by SMS.
What Are The Different Account Types Available That I Can Choose From?
What does JAM do with any personal information?
JAM respects and recognises your right to privacy. Any information collected by JAM directly from you or from third parties will be handled as confidential and all reasonable steps will be taken to protect your personal information.
We will only process or share your personal information where: • You have given us your consent; • The law requires us to do so; • To detect, prevent and report theft, fraud, money laundering and other crimes. • it is in the public interest to do so; • our interests require disclosure, for example default or breach of this agreement • to manage our relationship with you • our internal marketing and product development require the information • to process payment instructions
In order to provide the Jam services described in this agreement we may disclose some of your personal information to specific third parties, who are also under obligation to keep your information secure and confidential. If we do this we will never disclose more information than we need to.
How can I make a complaint about the JAM service?
All complaints must be sent to firstname.lastname@example.org.