JPay Blog

What’s this JP5 tablet all about? pt.2

We often times receive questions about the availability of our services in each state. Today in “JP5 101 pt. 2”, we will cover some additional common questions.


 Is the JP5 tablet available in my loved one’s state?

As of this posting, the JP5mini is available in state facilities in the following states:

  • Idaho, Louisiana, Minnesota, New Jersey, North Dakota, Ohio, Vermont, Virginia, and Washington state correctional facilities, as well as Milwaukee House of Corrections, Northlake Correctional Facility and Taft Correctional Facility.

The JP5s – along with the JP5mini – is available in the below state facilities:

  • Ohio, Minnesota and Vermont, as well as Northlake Correctional Facility. It is also currently available as part of a pilot program at West Tennessee State Prison (women’s section).

Georgia facilities are unique, as the JP5s is the only device available and the tablets are given to inmates when they arrive.  However, if your loved one is serving less than six months, they will not receive a tablet from the state, but they can purchase one.

Tablet availability can change, so be sure to check and with your loved one to stay up-to-date.

For specific questions you can call JPay customer service at 800-574-5729 or email


How much do the JP5s and JP5mini cost?

 This varies by state. The best way to find out pricing is to log into your JPay account on and see which options are available for you to purchase on your loved ones’ behalf. If the option to purchase the JP5 tablet is not available from your JPay account, please contact our customer service at 800-574-5729 for assistance.  Keep in mind, your loved one can only have one tablet.  However, if he/she currently has a JP5 device, only he/she could upgrade or purchase a new tablet from the kiosk.  This is often the reason why people don’t see the option to buy a JP5 device on


What products and services are available at my loved one’s facility and what are the rates?

 A good way to stay up-to-date with the products and services available at your loved one’s facility is to visit JPay will also send out notifications via email and via the JPay kiosks (located within the facility) when new services are added.  But the absolute best way to know what JPay services are available to your loved ones is to log into your JPay account periodically and review the options there… whenever a service is added (or in rare cases, removed), it will be reflected on the page you see when you log into or open the mobile app.


When will more services be brought to my loved one’s facility?

 This is up to the discretion of each state Department of Corrections. JPay does not control the process of adding new services in each state.



  1. JPayJT

    September 4, 2019 - 11:14 am

    Hello Elena – Thank you for bringing this to our attention. The individual should submit tablet inquiries using the kiosk. Once received, a representative will address his/her concerns. Thanks!

  2. JPayJT

    September 4, 2019 - 10:14 am

    Hello Trudy – That depends on where the individual is located and what features are available. Typically your loved ones go to the kiosk, connect their device to sync emails. If the facility has other features such as Wifi there is no need to go to the kiosk to sync incoming emails. Thanks!

  3. Trudy

    September 1, 2019 - 2:01 am

    Once i send an email to my inmate, does he recieve it right to his jpay tablet? Or does he have to go through a kiosk to retrieve my email?

  4. Elena Santos

    August 29, 2019 - 3:17 pm

    Hi I am wondering if anyone can help
    And point me in the right direction or may JPay can actually a help.. my partner is having problems with his jp5 it all of a won’t let him receive emails he can send them out but can’t receive them apparently he can see that he has new message but can’t get them… why would this be happening?

  5. JPayJT

    August 27, 2019 - 11:40 am

    Hello Michelle – We appreciate your loved ones patience. We are working diligently each concerns that has been submitted. Thanks!

  6. Michelle Petrocco

    August 27, 2019 - 10:17 am

    I understand that and they have, the first ticket is 3 weeks over due and still nothing has been done yet

  7. JPayJT

    August 27, 2019 - 9:35 am

    Hello Michelle – Thank you for bringing this to our attention. The individual should submit tablet inquiries using the kiosk. Once received, a representative will address his/her concerns. Thanks!

  8. Michelle Petrocco

    August 26, 2019 - 2:26 pm

    My friends tablet has been messing up since beginning of June, he cant recieve or send emails… he was been putting trouble tickets in over and over and is getting no help, is there anyone I can contact about resetting his tablet?

  9. JPayJT

    August 15, 2019 - 11:25 am

    Hello Davina – Thank you for bringing this to our attention. Once a representative gets to his ticket, they will send terms and conditions regarding a replacement player. Thanks!

  10. Davina King

    August 14, 2019 - 10:44 am

    My husband has the jp5 player however it is water damaged and i would like to replace it. He says he put in a ticket but got no response. How do i order him a new jp5? Thru the jpay app says he already owns one

  11. JPayJT

    August 13, 2019 - 9:27 am

    Hi Donna – We appreciate your inquiry. All the games contents will be available when it is sent in for email. Thanks!

  12. Donna Kay Kramp

    August 10, 2019 - 10:23 pm

    Hi my inmate gets out October 16th and we were wanting to know what gets saved and what doesn’t when he sends it in.. Also he cant sync his tablet to wifi or the kiosk because the cable is broken at his prison

  13. JPayJT

    August 8, 2019 - 12:07 pm

    Hi Janessa- Thank you for bringing this to our attention. The individual should submit tablet inquiries using the kiosk. Once received, a representative will address his/her concerns. Thanks!

  14. Janessa

    August 7, 2019 - 7:17 am

    So my husband have problem with his jpay 5 mini im able to reviece his messages but he cant reviece my messages and he request the support. And they still havent said anything to get a exhange tablet to one to work

  15. JPayJT

    July 23, 2019 - 1:02 pm

    Hello Megan – We apologize for the delay and any inconvenience caused. An agent will look into his ticket shortly, so that he can have the ability to submit another. To purchase a new player, he should send a ticket as there are terms and conditions that requires his approval. Thanks!

  16. Megan

    July 23, 2019 - 7:42 am

    I purchased a tablet less than a year ago for my loved one and the charger port broke a couple weeks ago so its of no use now. Want to purchase him another one but it says hes not eligible for one. He put in a trouble ticket for a gliche in a game he purchased a month ago and that ticket hasn’t been cleared yet so he can’t put in a trouble ticket for a new player. Contacted jpay about this said there is nothing they can do. It took him 4 months to get the last one and just was wondering if there is someone else i can contact.

  17. JPayJT

    July 18, 2019 - 11:46 am

    Hello Tiffany – Thank you for bringing this to our attention. The tablet you purchased for Barry Parton was processed and shipped to the facility on 06/05/2019. The facility has the device and should release it to your loved one. Thanks!

  18. Tiffany sandow

    July 17, 2019 - 2:54 pm

    I purchased a tablet for my boyfriend on 5/29/2019, I received a confirmation email and it says [PhoneTransferID] in the confirmation number box. It was over 2 months ago and he still has not received it. I called and jpay wasn’t able to give me any info. I need a tracking number or some kind of information regarding this matter as it has been longer than 45 days. Please reply as soon as possible. Thanks

  19. JPayJT

    July 9, 2019 - 12:05 pm

    Hello Coco – Thank you for bringing this to our attention. The individual should submit tablet inquiries using the kiosk. They should inquire on the steps to obtain an earphone for their tablet. Once received, a representative will address his/her concerns. Thanks!

  20. CoCo

    July 8, 2019 - 8:46 pm

    My friend did not receive headphones with their tablet. The prison guards told them to send the tablet back and get a new one. They didn’t want to wait 12-16 weeks for all that so they accepted it anyway. How do they get headphones now? I don’t see them to purchase through jpay or their commissary. Thanks.

  21. JPayJT

    June 27, 2019 - 1:38 pm

    Hello Brenda – Thank you for contacting us. We are sorry to hear that your loved ones charger has been stolen. Please have him submit a trouble ticket using the kiosk. He will be informed if he can and how to obtain another. Thanks!

  22. JPayJT

    June 27, 2019 - 9:14 am

    Hello Kathy – Thank you for bringing this to our attention. The only probable cause we can think of, is that the emails or attachments were deleted. If not, please have your loved one write and submit a trouble ticket. An agent will be able to better assist him with cause and or a solution. Thanks!

  23. JPayJT

    June 26, 2019 - 9:02 am

    Hi Nikki – Please email or call 800-574-5729 to speak with a customer service representative who will tell you the steps you need to take to get the JPay tablet unlocked. Thanks!

  24. JPayJT

    June 26, 2019 - 9:01 am

    Hi Wendy – We apologize for the inconvenience. A customer service representative will reach out to you today. Thanks!

  25. Wendy Reynolds

    June 26, 2019 - 7:27 am

    My wife has had three tablets at this point. The first failed then she received a replacement which went out now I’ve purchased her a brand new one and now the screen won’t come on she can’t put in a trouble ticket none of the kiosks in the prison she is in is not working what do we do? How do we handle this I can’t get an answer from the phone number after all this money I just want her to have something that works please help

  26. Nikki

    June 25, 2019 - 12:49 pm

    Kids dad Released from prison and want to access the tablets music photos etc. Jpay support was no help. What do we do?

  27. kathy

    June 22, 2019 - 3:01 pm

    My inmate just received a jp5 player. when it synced, it did not bring over pictures or messages past about a month ago. he received all of his music. can you give me an idea of what might be wrong? thanks

  28. Brenda

    June 19, 2019 - 2:12 pm

    My husband got the charger to his jp5 tablet stolen. Please tell me there’s a way I can buy that separately.

  29. JPayJT

    June 11, 2019 - 3:34 pm

    Hello Queen – Your patience is appreciated, as someone address the ticket that was submitted. Your loved one will receive information/instruction if the device cannot be repaired. Thanks!

  30. Queen

    June 11, 2019 - 9:35 am

    Ok, my loved one has already submitted a trouble ticket on the 30th May and to no avail he hasn’t heard back from your technician. Is it repairable? What is the process to repair?

  31. JPayJT

    June 10, 2019 - 10:25 am

    Hi Start – At this time, tablet users are unable to screenshot on their JPay devices. Thanks!

  32. JPayJT

    June 10, 2019 - 10:04 am

    Hi Michael – Thank you for bringing this to our attention. The individual should submit tablet inquiries using the kiosk. Once received, a representative will address his/her concerns. Thanks!

  33. JPayJT

    June 10, 2019 - 9:57 am

    Hi Debra – Please email or call 800-574-5729 to speak with a customer service representative who can help you. Thanks!

  34. Michael A Lunsford

    June 10, 2019 - 9:55 am

    My problem is about the same as Beth’s. When my son received his tablet, it won’t turn off. He put in a work order 2 weeks ago and hasn’t heard anything. I called the prison and one takes responsibly. Now what?

  35. JPayJT

    June 10, 2019 - 9:54 am

    Hi Queen – Thank you for bringing this to our attention. Tablet inquiries should be submitted using the kiosk by the individual. Once received, a representative will address his/her concerns. Thanks!

  36. Queen

    June 5, 2019 - 6:20 pm

    My loved ones tablet has a cliche where it says JPay stay connected with a white light/dot that remains on in the bottom right corner. The tablet won’t sync at the kiosk as well. So what would be the process to repairing it. It has no crack, dents or damages to the tablet. Would that repair be covered under the warranty? What would the process consist of?

  37. Debra Haskett

    June 5, 2019 - 3:31 pm

    How can I get another wall charger?

  38. Start vaughn

    June 3, 2019 - 7:41 pm

    Can inmates screenshot on there tablets

  39. JPayJT

    May 28, 2019 - 10:16 am

    Hi Beth – We apologize for the inconvenience. If your incarcerated loved one already submitted a trouble ticket, then Customer Service will respond directly to him. Thanks!

  40. Beth

    May 24, 2019 - 9:06 pm

    What can a inmate do if their tabket wont sync anylonger? His tabket stopped working over a month ago. He put a trouble shooting ticket in and it was answered with no fix. Please help

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