Last updated 16 September 2026
Draft pending legal review. This document describes how SoundJem works today, but it has not yet been reviewed by a lawyer and may change before launch.
SoundJem is a music streaming, fan community and rewards platform for independent African artists. Fans stream the catalogue, follow artists, post in their communities, and earn Jems that can be redeemed for rewards. Artists publish music, run their community, offer those rewards and link a merch store. This page covers the questions we hear most.
Email support@soundjem.com and tell us the email address on your account, the device and app you were using, and what happened. If the issue is a specific post, track or artist, include the link.
You can sign up with an email address and password, or with Google. If you sign up with email, we send a six-digit verification code to that address; enter it to continue. Sign-up then asks for a password, your name, your gender and your birthday.
If the code does not arrive, check your spam folder and request a new one. Codes are short-lived, so use the most recent one. If you signed up with Google, use the Continue with Google button rather than a password.
Choose Forgot password on the login screen and enter your account email. We send a six-digit code — not a link — which you enter to set a new password. Accounts created with Google do not have a SoundJem password; sign in with Google instead.
Your name, avatar, bio, gender and birthday can be changed in Settings → Account details.
Go to Settings → Delete Account. If you signed up with email you confirm with your password; if you signed up with Google you type DELETE to confirm.
Deletion hides your profile everywhere and blocks sign-in, and your email address stays on file, so the same address cannot be used to create a new account. The privacy policy sets out exactly what is retained. If you want your data erased outright, email us and we will handle it manually.
Fans earn Jems for finishing a track, reacting to a post, leaving a comment, following an artist, checking in daily, watching a rewarded ad, and buying merch from an artist's store. Most of these have a daily cap, so the balance stops rising once you hit it for the day. A track counts once you have listened to most of it, not when you skip through.
Your balance, your full earning history and your redemptions are on the Jems & rewards page. Redeeming a reward deducts the Jems and sends the request to the artist, who fulfils it and marks it complete. If an artist cancels a redemption, the Jems go back to your balance. Rewards are fulfilled by artists rather than by SoundJem, so if one is not honoured, email us with the redemption details.
Open the menu on a post or track and choose Report. You can report it as spam, inappropriate, a copyright problem, or something else, and add up to 500 characters of detail. Reports go to the SoundJem moderation team. If you are reporting a copyright problem and you own the rights, say so in the details.
You can block an account from its profile or from the menu on its posts. Blocking hides that account's content from you and stops them interacting with yours. Review and undo blocks in Settings → Blocked accounts.
Offline downloads are a feature of the SoundJem mobile app; manage them in the app's settings. On the web, use Settings → Data Saver to lower streaming quality when you are on a limited connection.
Choose which notifications you get in Settings → Notification. Push notifications are delivered to the mobile app. Ad personalisation is in Settings → Ad preferences, and on iOS the system tracking setting for SoundJem controls it too.
Merch is sold by artists through their own Shopify stores, and checkout happens there. For anything to do with payment, delivery or returns, contact the store you bought from. Jems for a merch purchase are awarded once the store confirms the order.
Uploading is for artists, DJs and labels, and every upload asks you to confirm you hold the rights to the recording. Upholding a copyright report adds a strike to the account, and three strikes result in a permanent ban with all tracks unpublished. If you receive a takedown email and you do hold the rights, reply to it with the details and we will review a counter-claim. The terms of service have the full rules.