JPAY HELP

TABLE OF CONTENTS

  • General
    • What is JPay?
      JPay is a private company that partners with state, county and federal correctional facilities across the country to provide safe, reliable and convenient services for family and friends of inmates. JPay prides itself on providing excellent customer service and delivering relevant products and services to a broad range of facilities. To put it simply, we help families help inmates…and we do it well.
    • What does JPay do for friends and families of those incarcerated?
      We offer the ability to send money to an inmate’s trust account online, in person, and via live telephone agents. In many states and facilities, we also provide JPay eMessaging to send electronic letters and Video Visitation to participate in a video visit with an inmate. In addition, we have a media department who makes it possible for an incarcerated person to own an MP3 player and enjoy millions of media content titles.
    • How do I open an account?
      Opening an account with JPay is simple. Just go in to JPay.com and follow these steps:
      • Enter a valid inmate ID
      • Select the correct inmate from the list you will be provided
      • Provide us with your email and password
      • Enter your billing information as it appears on your card statement
    • What information do I need to open an account?
      To open an account at JPay.com we need the following:
      • A valid and correct inmate ID
      • The inmate/offender’s location
      • A valid email address
      • Your telephone number
      • Your billing information
      • Your correct billing address
    • How do I search for an inmate within your system?
      Our system is designed to make the inmate search process easy. Every page on the JPay.com website has a box where you can enter a valid inmate ID, which will search the system for possible matches. If multiple matches are found, you will be able to select the right inmate from the list. Once you have registered and created an account with JPay, you can also add and delete inmates as you find necessary.
    • Why can’t I choose an inmate’s specific location?
      If you are opening an account and the system does not allows you to select a location, it is because either a) we do not service that location, b) the inmate was transferred or released, or c) you have chosen the wrong inmate. Please verify your inmate’s information and make sure the details are correct.
    • What happens if I don’t have some of the information needed?
      Our system is designed to get all the information we need in order to provide you with fast and reliable service. However, if you are missing inmate information you can find and contact the facility where this inmate is located and request further details. If you are missing or unsure about billing information, please call your bank.
    • Is your website secure?
      Our website and the systems used to process payments are the most secure in the industry. Our systems are PCI (Payment Card Industry) compliant, which means they have passed the most rigorous security tests currently available. At JPay we are committed to provide our customers and clients with state of the art technology and security so you can conduct transactions with confidence.
    • How do I know where my inmate is located?
      You can get this information either by talking to the inmate, by looking on the outside of an envelope that the inmate has previously sent, by calling the facility, or by checking online for public offender records.
    • What happens if I forget my password?
      We will be more than happy to reset your password. Click on the “Forgot Password” link on your login page and follow the prompts. Alternatively, you can contact customer service directly using the Customer Contact Form. Please include your username, email address, and phone number in your message.
    • Will my information be accessible to the inmate?
      No, your information is kept private. However, some of our products – like eMessaging, Video Visitation and Videograms – are delivered to the inmate with your name included.
    • Is JPay available internationally?
      Even though we only serve inmates and offenders in correctional agencies within the United States, we do provide our entire range of services to those customers who are outside the country but know someone incarcerated in a participating US facility.
  • Billing
    • What payment methods do you accept?
      At JPay we accept Visa, MasterCard and cash.
    • Do you accept debit cards?
      Yes, we accept debit cards, gift cards, check cards and pre paid cards as long as they have the Visa or MasterCard logo on them and they are registered to a valid US or international address.
    • Do you accept gift card or prepaid cards?
      Yes, we accept debit cards, gift cards, check cards and pre paid cards as long as they have the Visa or MasterCard logo on them and they are registered to a valid US or international address.
    • Is my credit card information secure on your site?
      Our website and the systems used to process payments are the most secure in the industry. Our systems are PCI (Payment Card Industry) compliant, which means they have passed the most rigorous security tests currently available. At JPay we are committed to provide our customers and clients with state of the art technology and security so you can conduct transactions with confidence.
    • What is a card validation code or CVV?
      A card validation code, also known as a CVV or CVV2 code, is a 3 digit code located inside a white box on the right side of the back of your card, usually in or near the signature strip.
    • I received a new card from my bank and my transaction won’t go through
      If you receive a new card from your bank you need to update your payment information with us before we can proceed any further. You can do this by logging in to JPay.com and clicking “My Account” then “Payment Methods” then “Add Credit Card”. Make sure you delete your old credit card. contact our customer support team by using the online Customer Contact form. Be sure to select “Billing and Payments” as your subject line, and include a detailed description of your service issue in your message. You can also speak to a live agent anytime by calling JPay customer service at 1 (800) 574-JPAY.
    • When will my account be debited if I pay using my debit card?
      Once you submit a payment or make a purchase, we confirm your address and identity with the bank, and then charge your card. Depending on circumstances, this can sometimes take our system a little while, but never more than 24 hours. If you believe we have not charged your card within this period, please call customer service so we can check on the transaction for you.
    • Can I use multiple credit cards?
      You can only use one card per transaction. However, we do allow you to have multiple cards on your account so you can manage your finances better and decide which card to use for which transaction.
    • Why won’t my payment go through?
      The most common reason for transaction failure is a mismatch between the payment information you’ve provided to JPay and the information your bank has on file. Be sure to check the information closely and enter your name, address and other information EXACTLY as it appears on your bank statement. Other possible reasons a payment won’t go through might be that you are attempting to send more funds than your inmate’s state or facility allow, or if you have sent more than 3 transactions within a short period of time.
    • How can I delete or change my credit card information?
      Log into your JPay.com account and click on “My Account”, then “Payment Methods”, then either “EDIT” or “DELETE”. You can also contact our customer support team by using the online Customer Contact form. Be sure to select “Billing and Payments” as your subject line.
    • Does JPay accept cash?
      Yes, we accept cash payments at the JPay lobby kiosks located at your inmate’s correctional facility, and also at any ACE cash Express or MoneyGram location. To find the closest location to you, visit www.acecashexpress.com or www.moneygram.com
    • Why are there 2 charges from JPay the same day?
      Unless you’ve sent 2 transactions or made multiple purchases from our website on the same day, there is no reason for us to charge you twice in a day. Keep in mind, however, that if the billing address you’ve provided is invalid or different from what the bank has on file, the system will generate an "Authorization Hold" on your card account. Call our live agents so we can ask the bank to release these funds back in to your account.
    • What are the fees when using your services?
      Our fees and prices depend upon the correctional agency or facility and upon the method of payment used. For instance, fees on payments made online through jpay.com are lower than those on payments made by calling our live support agents. For a list of prices and availability, visit www.jpay.com and click on “Availability & Pricing”.
    • Are there additional fees besides the JPay fee?
      No.
  • Help by Products
    • Money Transfer
      • What is Money Transfer?
        Money Transfer is a JPay service that lets the friends and family of an inmate deposit money directly into their inmates trust account, and also provides offenders with a way to make community correction payments. JPay’s Money Transfer service is the fastest and most reliable way to send money to corrections facilities and agencies in more than 30 states across the country.
      • How do I send money to an inmate through JPay?
        To send money to an inmate, you first need to open a free account with JPay.com. Once you’ve registered, click on the "Money" tab, select the inmate you would like to send money to, select the card you would like us to charge, and confirm your information. We’ll take it from there! You can also call a live agent to help you through the process. Be aware that the fees for sending money online are lower than over the phone.
      • How can I send money by phone?
        You can send money over the phone by talking to a JPay representative. Call 1 800 574 JPay (5729) and we will be happy to assist you.
      • Can I send money to more than one inmate?
        Yes.
      • What is a payment category?
        Payment categories are only available in some states. These states have different accounts for "spendable" funds (a commissary account, for instance) and dedicated funds for specific purposes ("Medical", "Dental" and "Travel" are common). In those states where it is available, you can select which account to send money to by choosing a payment category.
      • What is a commissary or spendable account?
        Inmates are not allowed to handle cash directly, so any funds sent to them while they are incarcerated are generally placed in a commissary or spendable account. This account is similar to a bank account, and allows an inmate to buy products and services from the facility commissary.
      • What is the Transaction ID or confirmation number?
        Once your transaction is processed, JPay will provide you with a unique transfer ID/Confirmation number. Please make sure you write it down for further reference.
      • My transaction said it will be processed at a later time. Why?
        In rare instances, your credit card and our payment processor have trouble communicating. When this happens, our system waits and tries to process your payment a little later. If you see this message, DO NOT attempt to process a second payment as your card may be charged twice.
      • When will the inmate receives the funds I’ve sent?
        JPay is known as the fastest money transfer service in the industry, but the specific time the inmate receives the funds is partially determined by the facility’s disbursement schedule. Usually, any money you send will get to the inmate within 48 hours. To view the disbursement schedule at your inmate’s facility, visit JPay.com and click on "Availability & Pricing."
      • How do I check on the status of my payment?
        You can log on to your JPay account and see the status of your transaction anytime by clicking on "Money" then on "Transfer History" The status will appear to the right of the transaction.
      • How do I cancel a Money Transfer?
        Locate the transaction you wish to cancel in "Transaction History" and click "Cancel". If you do not see a "Cancel" button, the funds have already been sent to the inmate.
      • When are the funds available to the inmate?
        If your transaction status shows as "Sent" this means that the inmate has access to the funds.
      • Will the inmate know who sent him/her the funds?
        No.
      • How can I send money using cash?
        You can send money using cash by visiting any ACE Cash Express or MoneyGram location worldwide. Ask the representative for instructions on how to send money to an inmate through JPay. JPay lobby kiosks also accept cash.
      • Do I get a receipt?
        Yes, by sending money using cash you will be provided with a receipt of your transaction.
      • Can I get a document with all the transactions I’ve sent?
        Yes. Please submit a written request using the online Customer Contact form.
      • Do I have to go through this process every time I need to send money?
        No. You can set up recurring payments through your JPay.com account. You can determine how much you’d like to send, to whom, and with what frequency by clicking on "Recurring Payments" on the Money Transfer screen and following the prompts. A live customer service agent can also set up recurring payments for you.
    • eMessaging
      • What is eMessaging?
        eMessaging is a JPay service that functions much like email for inmates: it provides a way for friends and family to write electronic letters to their incarcerated loved ones. Most inmates receive eMessages within 24 to 48 hours, and many can respond electronically as well.
      • What do I need to have in order to write an eMessage to an inmate?
        To send or receive eMessages you need a JPay.com account, a computer with internet access and virtual JPay stamps.
      • What are JPay Stamps?
        Like regular postage stamps, every eMessage you send requires a JPay stamp. The longer the eMessage, the more stamps you will need to successfully send it. Attachments, photos and Videograms also require stamps to be sent.
      • How much does it cost to send an eMessage?
        One virtual JPay stamp will let you type up to 6000 characters, which is the equivalent of about 6 pages of handwriting. The cost of stamps varies according to the facility. Stamp prices can be viewed by going to JPay.com and clicking on "Availability & Pricing.".
      • Do stamps expire?
        Stamps only expire in selected states. Please go to JPay.com and click on "Availability & Pricing" for details on eMessaging services at your facility.
      • How do I write an eMessage to an inmate?
        You can send an eMessage to an inmate by following these 3 simple steps:
        1. Open a JPay.com account
        2. Purchase stamps
        3. Click on the “eMessages” tab and follow the prompts
      • Why can’t I see the eMessages tab on my account?
        If you don’t see the eMessages tab once you’ve logged into your JPay.com account, it is usually due to the following:
        1. Your inmate’s facility does not offer eMessaging
        2. The inmate has been transferred
        3. You selected the wrong inmate when setting up your jpay.com account
        4. The inmate has been prohibited from send/receiving eMessages by the facility staff
      • How can I get a detailed history of my stamp purchases?
        A list of prior stamp purchases can be viewed by clicking “Purchase History” under the eMessaging tab on JPay.com. You can also submit a written request using the online Customer Contact Form.
      • Can I attach a photo?
        Depending on the facility, for the price of one extra stamp you will be able to attach a photo to your eMessage
      • What files type can I attach?
        The following files can be attached to an eMessage:
        • JPEG
        • PNG
        • GIF
      • How would the inmate read the eMessage I sent?
        With very few exceptions, inmates read and reply to your eMessages via the JPay inmate kiosks conveniently located inside their living units.
      • Why is my inmate receiving the photo I’ve attached too small/large?
        We deliver the content to the inmate exactly as it was provided to us. If the photo is too small or too large, please use a photo editor before you attach it to your eMessage.
      • Can an inmate write me back?
        Yes, except for inmates incarcerated in the state of Texas.
      • How do I know if I received an eMessage from an inmate?
        You will get a notification on your JPay.com account that you have received eMessages.
    • Video Visitation
      • What is a Video Visitation?
        A Video Visitation or a Video Visit is a virtual way to talk face-to-face with your inmate from the comfort of your home using your personal computer.
      • How can I purchase a Video Visitation?
        To purchase a Video Visitation session you need to have a JPay.com account and have a Visa or MasterCard on file. Video Visits are available in 30 minutes sessions.
      • What are the requirements to take part in a Video Visitation?
        To be eligible for a Video Visitation you will need the following:
        • You must be on the inmate’s approved visitor list
        • Have a JPay.com account
        • Have high-speed internet access
        • Your PC must have speakers, microphone and a webcam
      • What can I do to make sure I have a successful Video Visitation session?
        • Make sure your Video Visitation was confirmed and approved by your inmate’s facility
        • Make sure you are logged in to your JPay.com account
        • Verify that your computer is connected to the internet, your camera is working properly, your speakers produce sound and your microphone is plugged in to your computer. The system will test whether your computer meets the requirements prior to your first Video Visit
        • Make sure there is enough light on the room but no light directly facing your webcam
        • Make sure your TV, radio or any other source of noise is off before starting the Visit
        • Do not run any programs or downloads in the background while conducting your visit, as this could overload your processor and cause programs to unexpectedly quit – including your Video Visit.
    • Videograms
      • What is a Videogram?
        A Videogram is a 30 second video clip that you can send to an inmate as an attachment to an eMessage. Videograms are created with a webcam and microphone from your personal computer.
      • How can I purchase a Videogram?
        To purchase a Videogram please open a JPay.com account, click on the video tab and follow the prompts
      • What do I need to record a Videogram?
        • Be on the inmate’s approved visitor list
        • Have a JPay.com account
        • Have high-speed internet access
        • Your PC must have speakers, microphone and a webcam
      • What can I do to make sure I send a successful Videogram?
        • Verify that your computer is connected to the internet and your webcam is working properly
        • Make sure there is enough light on the room but no direct light facing your web camera
        • Make sure your TV, radio or any other source of noise is off before starting to record your Videogram
        • Do not run any programs or downloads in the background while you are recording your Videogram as this could overload your processor and cause programs to unexpectedly quit - including your Videogram
    • Music and media – JP3/JP5
      • What is a JP3/JP5 Player?
        A JP3/JP5 player is an agency-approved media player designed to give inmates access to music, videos, eMessages and more. The JP3 player is similar to an MP3 player, while the JP5 is similar to a tablet computer.
      • How can I purchase one for my inmate?
        The JP3 and JP5 devices are only available in select facilities. If your inmate’s facility offers JPay media products, you can log into your JPay.com account, click on the MUSIC tab, and click "Purchase JP3 Player". This will transfer the appropriate amount of money to the inmate’s account, so the next time the inmate logs in they will be able to purchase this device. Alternatively, you can fund the inmate’s spendable account with the amount of money needed to purchase the device directly from the commissary.
      • How can my inmate purchase music for this device?
        Inmates are allowed to browse our large music catalog, access their media account, and purchase music from the JPay inmate kiosks.
    • JPay Release Card
      • What is a JPay Release Card?
        A JPay Prepaid Card/Release Card/Progress Card is a prepaid MasterCard given to an inmate upon release. All of the funds an inmate has in their commissary account at their time of release plus any gratuity or extra funds for transportation (where applicable) are included in the Progress Card. This card is accepted everywhere MasterCard is accepted worldwide.
      • How can I activate my JPay Release Card?
        The JPay Prepaid Card/Release Card/Progress Card is automatically activated for signature purchases at the time of release, which means the card can be used immediately if it isswiped and signed as a credit card purchase. To get cash access from any ATM in the US, you will need to visit http://releasecards.jpay.com and follow the on-screen instructions to obtain a PIN number.
      • Where can I use my JPay Release Card?
        Everywhere the MasterCard logo is displayed worldwide.
      • Are there any fees associated with the card?
        The fees associated with the usage of the card can be found on the included terms and conditions you were given along with your new card.
  • Help Over the Phone