JPay Blog

Normal email service restored

We are aware that some of you may have experienced delays in our email service over the past few days. This was caused by an exceptionally high volume of emails coupled with a technical issue. This issue has been resolved, and emails should now be flowing normally.

If you were affected by this delay, please rest assured that your emails will be processed and their status will be updated in due course.

Thank you for your patience, and thank you for using JPay!

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690 Comments

  1. JPayJT

    February 6, 2019 - 9:57 am

    Hi Tori – Our team of experts are working diligently to address the issue. Once updated, all our customers will be notified. Thanks!

  2. TORI

    February 5, 2019 - 5:00 pm

    I’m trying to find out when will the jpay app be fix so we will start getting our email alerts again via the app. The notifications stop as soon as jpay requested us to updated the app the notifications stop and the emails are much slower than they was before the app update. Please don’t ask me to call customer support as to it seems like nobody know’s anything about the update or why the notifications stop or why the emails are slower. Meaning no help from the support team.

  3. JPayJT

    February 6, 2019 - 9:59 am

    Hi Janice – You logged into you account and the emails are no longer there? Please email support@jpay.com or call 800-574-5729 to speak with a customer service representative who can help you. Thanks!

  4. Janice Stephens

    February 5, 2019 - 3:31 pm

    Since Monday February 4th, my email on my jpay has disappeared, along with anything to do with email. I called his facility where he is, and everything is ok on his end. My son sent me an email and I cant get it. Why????

  5. JPayJT

    January 30, 2019 - 9:53 am

    Hi Christian – Please keep in mind that all emails and snap’n send are reviewed. If the contents violates the department of corrections mail terms, they will be rejected. Thanks!

  6. Christian

    January 28, 2019 - 4:04 pm

    When is the email going to be fixed I’ve emailed pictures on 1-24-19 and my gif still hasn’t received them and she has sent me 2 emails that I haven’t gotten.

  7. JPayJT

    January 30, 2019 - 9:59 am

    Hi Sarah – Please keep in mind that all emails are reviewed prior to release. This means actual delivery can take 24-48 hours or sooner. We will be looking into the notification emails being sent. Thanks!

  8. Sarah

    January 27, 2019 - 9:24 pm

    I am receiving notifications that I am getting emails but they are not showing up in my inbox to read. This is on the app and the website. Also, it is taking a day or two if not more for them to actually be delivered. PLEASE HELP

  9. JPayJT

    January 30, 2019 - 10:06 am

    Hi Su – Please keep in mind that all emails are reviewed prior to release. This means actual delivery can take 24-48 hours or sooner. There are no messages sent from your loved ones since 01/15/2019 and 01/17/2019. Thanks!

  10. Su

    January 26, 2019 - 6:16 pm

    Hello, we used to communicate regularly with my penpal, but our emails have been delaying dramatically for the past 20 days. I waited his last emails to be delivered to me for 10 days, now I have been waiting for 11 days. Is there something wrong with the system or may it be something to do with Florida Correctional Institution itself?

  11. JPayJT

    January 30, 2019 - 1:27 pm

    Hi Elizabeth – Please keep in mind that all emails are reviewed prior to release. This means actual delivery can take 24-48 hours or sooner. We apologize for any delay and inconvenience caused. The date 1/26/2019 seven (7) emails were sent to you and successfully delivered to your inbox. Thanks!

  12. ELIZABETH PILGRIM

    January 26, 2019 - 3:34 am

    My husband is getting my emails within 2 hours of me sending for the past week I will get 4 out of 12 emails sent they just disappear into cyber space. Also, the number of sent emails changes mysteriously, without me even receiving emails, yesterday I showed that I had 907 sent emails, today it shows I have 802, So I am not getting emails and apparently mine are getting deleted. I updated the app, I have emailed with no help, I have called and can’t get anyone on the phone. My husband sends me an email at 6:00 a.m. EVERY morning, it’s been 24 hours and I still have not received the email. He called me today and he had sent me 12 emails, I have received 4 of them, but he is getting my emails within 1-2 hours. I have reached out to jpay, I have googled, I have rebooted… I don’t know what else to do, but I am having to buy ridiculous amounts of stamps bc I dont ever know if he is getting my emails or not bc I get no responses. We have one child in the hospital and emails are critical. How can this be fixed? I have contacted customer support with no help or assistance, trouble tickets go without be addressed, I have even called the facility to have them call you- he’s at Baldwin State in Georgia. Can someone please help me, I am literally missing over 20 emails and will randomly get emails dated back to December (as in yesterday) I pay too much for stamps to not have this problem addressed, we have both done trouble tickets, please don’t say to put in another one- it wont matter, look at my account and see how much we spend on stamps alone- can someone please help for the love.

  13. JPayJT

    January 25, 2019 - 11:35 am

    Hi Kyriakoula – I am sorry to hear that your loved one is having trouble with his tablet. Please encourage him to submit a support ticket via the kiosk. Representatives are designed to address their tablet concerns and provide repair or replacement process, if necessary. Thanks!

  14. Kyriakoula

    January 22, 2019 - 3:31 pm

    My boyfriend cannot see any email in his inbox nor reply. When he is not at the kiosk it tells him to resync but nothing happens. You told him to connect to WiFi which they do not have that kind of feature. What can we do?

  15. JPayJT

    January 25, 2019 - 2:19 pm

    Hi Tierra – The emails that you have sent to BRYAN PETTEWAY were successfully delivered. Thanks!

  16. Tierra

    January 21, 2019 - 6:57 pm

    I have been sending emails to a friend but they are not receiving them. Nor have I received their emails. But we both are being charged.

  17. JPayJT

    January 16, 2019 - 12:03 pm

    Hi Miriam – That definitely does not sound possible! We have our technicians looking into the kiosks in Martin Correctional(430), Florida. We apologize for any inconvenience this may have cause. Thanks!

  18. Miriam Jacobs

    January 13, 2019 - 2:42 pm

    The Jpay kiosk in Martin Correctional, in Florida, is not working for over a week.
    My man and I both don’t receive emails anymore. Also, the number of sent emails changes mysteriously, without us being able to send and receive emails.
    How is it possible that the kiosk isn’t working for such a long time?

  19. JPayJT

    January 4, 2019 - 1:20 pm

    Hi Whitney – Please email support@jpay.com or call 800-574-5729 to speak with a customer service representative who can address your email concern. Thanks!

  20. Whitney

    December 31, 2018 - 4:55 pm

    I still haven’t received any of my emails that has been sent to me

  21. JPayJT

    January 14, 2019 - 9:53 am

    Hi Amber – We apologize for the delay. JPay’s correctional email service is faster than regular mail, with inmates usually receiving emails within 48 hours. Please keep in mind that all emails go through a review and approve process. If you are still experiencing a delay, please let us know. Thanks!

  22. Amber

    December 25, 2018 - 3:22 pm

    I called support and they were not helpful at all. Couldn’t tell me why my emails were coming and going on an average of 4 hours. Or why I was just receiving messages from 18 days ago.

  23. JPayJT

    January 14, 2019 - 9:54 am

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

  24. Toye Simms

    December 25, 2018 - 2:21 pm

    My J-Pay emails want go through so can you help me with this problem

  25. JPayJT

    January 14, 2019 - 9:57 am

    Hi Nickki – We are sorry to hear that you were experiencing a delay. The system should now be back to normal. Thanks!

  26. Nickki

    December 25, 2018 - 3:56 am

    Hi the email service is really slow
    I tried to send an e card for Christmas today and it just kept stalling
    I refreshed that page and still not working !!
    Please fix it or give an update! We paid for this service ! Or start giving REFUNDS OR CREDIT

  27. JPayJT

    December 17, 2018 - 5:09 pm

    Hi Karrie, both you and your loved one are following the correct steps. Customer Service will respond back to each of you shortly. We apologize for the wait and appreciate your patience. And yes, if your loved one purchased a new tablet the media previously purchased and owned on the old tablet will transfer to the new device. Thanks!

  28. Karrie Yocum

    December 16, 2018 - 12:04 pm

    I have submitted a trouble ticket a few weeks ago, no response. My fiance has submitted 2, no response. I submitted another today, please respond. He is sending emails and being charged stamps, but we are not receiving them, they are MIA. He is receiving ours though, sometimes. How do we go about getting this issue fixed? Also, can his tablet be replaced and still keep the many purchased items and photos on his tablet? Please don’t say submit a trouble ticket again. The kiosk will not take another until the others have been resolved. And they haven’t as if yet! Please help!

  29. JPayJT

    December 17, 2018 - 5:10 pm

    Hi Amber- please email support@jpay.com or call 800-574-5729 to speak with a customer service representative who can help you with your email questions. Thanks!

  30. Amber

    December 15, 2018 - 11:19 pm

    I’ve been sending my in mate emails all day, the delay time has been substantially higher in the last two days. Can someone please help. Is this going to get fixed?

  31. JPayJT

    December 14, 2018 - 12:41 pm

    Hi Shiela – Please email support@jpay.com or call 800-574-5729 to speak with a customer service representative who can help you with your email request. Thanks!

  32. shiela s collier

    December 12, 2018 - 6:28 pm

    I need to get my email from jpay.com

  33. JPayJT

    December 14, 2018 - 12:42 pm

    Hi Shiela – Please email support@jpay.com or call 800-574-5729 to speak with a customer service representative who can help you with your password issue. Thanks!

  34. shiela s collier

    December 12, 2018 - 6:18 pm

    I try to get to jpay but I forgot my password.

  35. Corinna Bush

    December 11, 2018 - 1:22 pm

    Need to get email so I can send letter to my husband

  36. JPayJT

    December 10, 2018 - 9:46 am

    Hi Kimberly – Please email support@jpay.com or call 800-574-5729 to speak with a customer service representative who can help you with this email concern. Thanks!

  37. Kimberly Gladstone

    December 10, 2018 - 6:12 am

    Help husband gets my emails but I havnt ever got one from him

  38. JPayJT

    December 5, 2018 - 11:24 am

    Hi Araceli – Thank you for your post. We’ll share this with the IT Department. Thanks!

  39. Araceli

    December 4, 2018 - 9:17 pm

    Hi yes my friend is CDcr and he said the system is down . It’s been three days and no emails . Help please

  40. JPayJT

    December 4, 2018 - 5:51 pm

    Hi Linda – Please email support@jpay.com or call 800-574-5729 to speak with a customer service representative. Thanks!

  41. Linda Virgillo

    December 3, 2018 - 2:00 pm

    When I try to buy stamps, media and money for inmate it says some crap to enable phone and settings
    Apps/Jpay App permissions to buy stamps. Says same thing trying to put money on their spendable or media. This has happened before and I was able to reach a real live customer svc agent and they said it was something wrong with the app so she put funds on for me and it worked. Can’t even get a live person on the phone just a recording which you can’t even get into your acct. I need to get this done today for sure so I hope you can answer asap. Thx

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