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!



  1. JPayJT

    August 16, 2019 - 8:24 am

    Hi Melissa – Thank you for bringing this to our attention. A work order has been submitted and a technician should be at the location to address the issues being reported. Thanks!

  2. Melissa

    August 15, 2019 - 3:30 pm

    Jpay has been down in Connell Washington in the prison here at coyote ridge correction center for weeks and no one has fixed the issue the kiosk has been down no inmate can get on jpay at all and people are very upset and not just the inmates my husband is in prison there and cant even long into his jpay account and no technician has come to fix the problem . Why do we spend hundreds of dollars a month if our loved ones cant email or anything on jpay at all ..

  3. JPayJT

    August 15, 2019 - 1:06 pm

    Hello Yahaira – Thank you for bringing this to our concern. Each department is equipped to handle specific account/customer inquiries/issues. Your loved ones way for assistance is by submitting a ticket through the kiosk. If a ticket gets closed, this means instructions were sent to your loved ones, a an way for them to correspond has been made. Without the ticket being closed, another ticket cannot be submitted. Thanks!

  4. Yahaira

    August 15, 2019 - 12:28 pm

    I’m having the same issue as crystal at the south Florida reception center, my boyfriend is having issues syncing his tablet.. he lost over 40 dollars in his account when he was moved. he had about 30 stamps and many other stuff, he cant use his tablet at all and he has 10 minutes to use the wall computer. Everyone fights over it, and i get a response from him once a week. this cannot be! i was charged 150.00 only for the tablet, that’s without counting how much we spent to keep the contact. he received it last month and haven’t been able to make use of it once. i wrote an email a week after he got it, about 3 weeks ago and i haven’t had a response yet. I need to know what else can we do instead than making him a useless ticket that get closed without even resolving. the ticket he made was closed supposedly because he did not put enough information.. he said the tablet wont sync and he lost his funds.. WHAT ELSE IS NOT ENOUGH? please, have this issues fixed and please don’t have us begging for service, its sad and its unprofessional because we gave you our money hoping we could have our partners out of those lines hoping to make it more comfortable for everyone in there!!

  5. JPayJT

    August 13, 2019 - 11:42 am

    Hi Crystal – We do understand that your loved one did his part and submitted a ticket. Please allow the appropriate representatives to address his concerns accordingly. We are working diligently, to ensure all our customers concerns are addressed. Thanks!

  6. Crystal

    August 13, 2019 - 10:04 am

    I told you that he has submitted tickets. He is on his 4th. Do you even pay attention to our emails? Stop with the automated replies already. Do your job and get his tablet fixed. This is the 2nd month he has been without any real help. You guys are the sorriest company and I hope another company comes along and puts you out of business. You don’t deserve to make money off of people. You are basically thieves when things go wrong and don’t help and still take our money.

  7. JPayJT

    August 13, 2019 - 9:59 am

    Hello Crystal – Thank you for bringing this to our attention. We understand your frustration. However, all tablet inquiries and issues should be submitted by the individuals, from the kiosk. Once received, a representative will address his/her concerns. Thanks!

  8. Crystal

    August 12, 2019 - 7:56 am

    Ok, I have left you alone to give time to see if anyone helped him. Well, nothing has been done at all and its been 2 more weeks. He is on his 4th ticket and you people have done nothing productive. He still can’t get any messages from me on his tablet and still can’t sync for more than 2 seconds, so the “update” he was told to do and told to sync for 15 seconds…well that obviously can’t work. Because it is your software problems and not hardware and whatever you have done, which has been basically nothing to help, you need to replace his tablet at no cost to us. We have been dealing with this since June!!! This is the worst customer service I have ever encountered. You are interrupting our communication with each other. He can’t get on the phone or kiosk everyday. We paid you for your equipment so ease our communication with no stress and fighting with other inmates. You claim to be concerned and promote keeping in contact with our loved ones, but you are denying us for that. You need to PLEASE rectify this ASAP! It has been too long of a wait now. I need to be able to write to my husband daily and he doesn’t get the emails at all. Please send him another working tablet. Also, we were told 2 months ago that you would send a technician out for the kiosk machine and that hasn’t happened yet. Please do your job that you promised to do. Everyone needs that! Thank you

  9. JPayJT

    August 8, 2019 - 1:26 pm

    Hello Ashley – Often time emails deliver instantaneously. However, we strive to deliver all eMessages within 72 hours from the sent time. Thanks!

  10. JPayJT

    August 6, 2019 - 11:31 am

    Hi Mia – Often time emails deliver instantaneously. However, we strive to deliver all eMessages within 72 hours from the sent time. Thanks!

  11. Mia

    August 5, 2019 - 12:49 pm

    My friend sent me a message on 8/3 I have yet to receive I was getting them all until saturday. Is the app or kiosk down in CRAF, trenton nj

  12. Ashley

    August 3, 2019 - 10:18 pm

    PLEASE DO NOT LEAVE ME HANG FOR SEVERAL WEEKS FOR YOUR HELP, I’ve got emails many many weeks later after a help ticket and that’s not fair as a credited business. Thank you
    Look, I’ve got a serious issue with the delay or issue Or something with my fiancé. He was unable to communicate with me and finally able to. Okay great. Now, he has t received every message I’ve sent and he’s sent me emails that I’ve not received because now we are experiencing relationship trouble all because things aren’t going thru. It’s a huge problem for me because THIS IS REAL MONEY used for stamps for the inmate as well as us outsiders. Even if for some reason it’s rejected the inmate gets a notification but we do not. Not to mention we then wasted stamps on a rejection which is understandable however with this there isn’t rejection or anything. nOThing and I’ve got other emails today rather quickly I believe and he’s got my video and different emails but there’s certain ones missing of important details. What might cause this?

  13. JPayJT

    July 29, 2019 - 1:53 pm

    Hello Crystal – Thank you for contacting us. As previously mentioned the best and only way to resolve all tablet inquiries is if your loved one submit a support ticket via the kiosk. All the trouble shooting steps provided are ways to identify the cause of the issue your loved ones reported and other steps ticket agents will take to provide a solution. Your loved ones tickets were reviewed, and the things you mentioned are not what was being reported. Troubleshooting methods are issued based on what the users include in their tickets. Thank you for your patience while we address your loved ones concerns. Thanks!

  14. JPayJT

    July 29, 2019 - 1:53 pm

    Hello Crystal – Thank you for contacting us. As previously mentioned the best and only way to resolve all tablet inquiries is if your loved one submit a support ticket via the kiosk. All the trouble shooting steps provided are ways to identify the cause of the issue your loved ones reported and other steps ticket agents will take to provide a solution. Your loved ones tickets were reviewed, and the things you mentioned are not what was being reported. Troubleshooting methods are issued based on what the users include in their tickets. Thank you for your patience while we address your loved ones concerns. Thanks!

  15. JPayJT

    July 29, 2019 - 1:48 pm

    Hello Shelly – Thank you for bringing this to our attention. The best and only way to resolve all tablet inquiries is if your loved one submit a support ticket via the kiosk. All the trouble shooting steps provided are ways to identify the cause of the issue your loved ones reported and other steps ticket agents will take to provide a solution. Thank you for your patience while we address your loved ones concerns. Thanks!

  16. Shelly L.

    July 28, 2019 - 12:55 am

    my fiance has put in numerous tickets and finally get a response just to turn the player off and back on are you kidding me! it doesn’t sync to the kiosk! his emails are gone! the tab to purchase a new player isn’t on his screen! it’s been 6 weeks we’ve paid for this player to keep in contact with each other and I have called numerous times just to be told he has to do it he has and nothing is being done! I paid for the player I should be able to help get this fixed. this is ridiculous let me order him a new one im getting tired of the run around!!! SOMETHING NEEDS DONE! it’s not right that we pay for these things to communicate and keep putting money on them for things and you guys can’t fix simple problems!

  17. Crystal

    July 26, 2019 - 9:57 pm

    Smh. Now that you can’t figure out what to do, you don’t respond. My husband got an automated response to turn his wifi on. Well freaking duh!! You don’t think he hasn’t done that??? He works with computers and electronics. Your company has no one to actually call and contact to get an actual person willing to correspond as a live human to help him out. All your “automated” responses fix nothing. All they do is give you more time to string people along and not do anything real. What a joke!!! I am going to start hitting media sites as well as other companies and news places to let them know what a fraud and thievery your company is. You take our money quick, but do nothing to keep things working. You owe my husband to either actually fix his tablet or send him a new one, at your expense, since it is a software error on your part and not a hardware issue. He takes good care of his stuff. I am so sick of dealing with you people because you do not care, just find the closest automated response to the situation and hope it shuts people up. Well, I am going nowhere until you do what you need to so my husband and I can communicate. I had to write him an important thing today…do you think he got it??? No, because he couldn’t get on the kiosk. I am just glad no one died or he wouldn’t find that out either. We deserve our timely communication and you aren’t helping at all. Just take our money and run. I sure hope that with my help, your company gets taken over by a competent company. You deserve to be shut down with how you don’t help your clients after purchasing your equipment and it fails. Pathetic!!!

  18. JPayJT

    July 24, 2019 - 2:24 pm

    Hello Marsha – We are sorry for any confusion. We are unable to undo the transaction initiated via the internet. However, moving forward to fund your loved ones media account click “Music”, Send JPay Credits, then enter the amount and confirm to submit. Thanks!

  19. Marsha Kleinschmidt

    July 23, 2019 - 1:31 pm

    I put money so my son could email but the money went on his commissary instead. I put media, I thought it was for email. can you correct this mistake?

  20. Crystal

    July 23, 2019 - 1:18 pm

    Ok, here we go again! I can’t believe how difficult this is to get help for his tablet. Completely ridiculous! His tablet is still not working after having his first ticket closed prematurely. Your company is horrible. I began writing you people in June and still no progress or help that meant anything. Someone did something to his account and said that if he would sync for 15 seconds then that should solve his software issue. Maybe it could have helped if he can sync for more than 2 seconds. Did your people happen to enquire about this with him before thinking they solved anything? Absolutely not!!! So he had to then open another ticket and yet start the process over. He can’t sync to get a “fix” for whatever the software problem is. He is paying for the news as well and can’t get that to work most of the time either. So we are paying money for nothing. You are getting money and nothing is getting fixed. That is a form of theft you know. Taking money from someone for something that doesn’t work. He wrote back to whoever responded to him and he has had no response yet. I know it is because you people don’t know what is wrong and don’t know how to fix it so you are putting his issue off. If you can’t or don’t know how to fix it, then you need to send him a new tablet, and NO, we are not paying for it. His tablet is just fine and works ok other than the SOFTWARE issue that is due to JPAY, not his tablet!! He still can’t receive any emails from me without going to the kiosk and we don’t have a lot of communication now because of that. You are denying us our time because you won’t fix something that we paid you for! He has to fight and stay in line just to get any messages from me and that is the most unbelievable and ridiculous thing EVER!!!. You are making it so difficult for us to maintain a healthy relationship while he is in custody. I hope you guys are happy with yourselves because it is obvious that you don’t care. You need to do whatever you need to do to fix this ASAP! We have waited long enough and been patient enough. This is going to be going to the Warden and I will be putting out my opinion to the public to try and sway them from using your programs because of your lack of solutions to problems people bring to you! We deserve to have prompt and great service when we use your products. I do expect you to respond to him very soon to get this fixed or send him a new tablet since it is a software and kiosk problem that is on you, not him! I have never in my life dealt with such a sorry company that won’t go above and beyond to keep the customers happy. They may be an inmate, but they are humans and deserve the same treatment as someone out in the public! Your Facebook claims to be so helpful and proud of your programs and how you help the families…but do you really??? It sure doesn’t seem like it now that I have had to personally deal with you. If things go good, you are great, but if there is an issue, that is a different story. Please fix his issue so we can both get out of each other’s hair and be done with all this back and forth mess. I will be staying on top of this and will not back down until it is solved!!! You should know this by now. And please don’t give me any automated or basic responses or excuses, because that time is over with now. I have absolutely no faith in your company until you prove otherwise. Thank you. Crystal

  21. JPayJT

    July 17, 2019 - 8:01 am

    Hello Crystal – We have forwarded your loved one’s information to our ticket agents to look further into the issue. Thank you!

  22. Crystal

    July 16, 2019 - 7:08 pm

    You are ridiculous. The ticket was closed and he put in a new ticket. You do not listen to anything anyone says. I be darned if he has to wait another 14 days for a response from someone after you closed the first ticket and not making sure that it was fixed. He did get an email with troubleshooting instructions. They told him they did something to his account and he needed to sunc for 15 seconds. He did that and guess what…it still only syncs for 2 seconds and he gets error message. Same as before! Your company is a joke. Either fux his tablet asap or send him a new one. It is a software issue that you are doing nothing really to fix. All your automated messages and “basic fix” instructions that do nothing. You don’t care about anyone that has issues, you just care about the money you recieved from inmates. Ridiculous! Ibam writing the warden, the florida head of prisons, and whoever else I need to so either you will start “REALLY FIXING” or finding another company. You help no one, not just my husband! Please fix asap…he shouldn’t have to wait since you prematurely closed his first ticket!

  23. JPayJT

    July 15, 2019 - 9:58 am

    Hello Crystal – Thank you for communicating this to us. We understand how frustrating this process might be. However, your loved ones ticket must be closed in order for him to send another ticket. If the troubleshooting steps he received were unsuccessful, he has the ability to submit another ticket communicating that information. Once his ticket is received, the representative will know what the next step is in restoring his device. We appreciate your patience, as we work diligently to address your loved one’s concern. Thanks!

  24. Crystal

    July 12, 2019 - 11:14 pm

    Your company has to be the most messed up company I have ever tried dealing with. Your people sent my husband an email stating that they have updated his account and he need to let it sync for 15 seconds to “fix” his issue. He tried to sync his tablet and it lasted for 2 seconds and gets the same error he had before. So you closed his ticket because you magically thought it would solve his problem without checking with him first. I am so disgusted with the lack of customer service and tech support JPay has, or lack thereof! We have paid a lot of money to you and this is the thanks we get????? I think this is a way to get inmates to purchase other tablets to line your pockets with more money. Do you really care about the inmate and families that struggle to communicate with each other on a daily basis. Do you think it is just so easy for them to get to the kiosk whenever they want??? No, they can’t. They have to fight to get a spot in line just to use it for 15 minutes. We have paid good money for your tablet so this type of thing doesn’t happen. Their time in there is bad enough without you causing more issues by taking your time to help them, if you do at all. How premature was it of your company to close his ticket without making sure it worked??? If he can’t sync for more than 2 seconds, how will that solve anything? I am so sick and tired of having to spam email you people to try and get anything done. You need to do what you can to fix this software problem and make sure it is fixed before you assume your “fix” works. This is absolutely ridiculous! Please, for the love of God, help him get his tablet working normal. Thank you!

  25. JPayJT

    July 11, 2019 - 10:16 am

    Hello Ale – We apologize for the delayed email notification. We have forwarded the issue you reported for further review and we believe there should be a resolution soon. Thanks!

  26. Ale

    July 11, 2019 - 7:18 am

    I have received emails in my inbox stating that my loved one has sent different messages, yet I am not being able to see them in the app or in my JPay account. Is there some kind of delay? I was able to received my loved one messages almost instantly until yesterday morning.

  27. JPayJT

    July 9, 2019 - 12:02 pm

    Hello Crystal – We appreciate you bringing this to our attention. We know this must be frustrating. We understand that it has been over 14 days since your loved one received correspondence from JPay. However, please know that his ticket is in que and is pending resolution. Please be patient as we work to provide a solution. Also, a request was submitted for a Tech to visit Cross City Work Camp. Thanks!

  28. Crystal

    July 8, 2019 - 6:31 pm

    My husband was told that he would be contacted between 7 to 14 days on his tablet issues. Other than the “basic automated response”, he has not heard from anyone yet. It is over the 14 days now. He still tries to sync up to the kiosk and it just spins. It says it has linked up, but it has not. The only thing that started syncing was his news. He still can’t get emails from me. He has tried to email me, it doesn’t not show that they went through and does not go to his sent box. While he has tried, I have received a couple emails from him, but they do not show up in his list as being sent. When I respond to them, they do not show up on his tablet, he can only get my emails when he gets on the kiosk. If I send him an attachment, he can’t download that from the kiosk to his tablet. This is not right for him to have to struggle and deal with since we have paid greatly for these services. I have never seen such bad customer service. I had reported that the kiosk has been affected others tablets as well and needs to be checked. I was told that someone would be sent out to have that looked at as well. Nothing has happened yet. You need to stand by your services and help the inmates and families out so they can have contact with no issues and stress. I do understand that things do have problems, but to have this going on as long and as much as it is, is ridiculous. No outside civilian company would have dealt with these issues in the same manner your company has. All I ever had was someone to give me basic answers that they give everyone. The answers are blamed and pawned onto other people and facilities. He has done everything he can to try and resolve this and so have I. He has not received any help from you as of yet. No one has contacted him about troubleshooting issues like we have been promised. I have spoken to the facility computer department as well and they can’t help us. They only work on the employee systems. Someone needs to seriously contact him to get this resolved. This is not a hardware issue. There is nothing wrong with his tablet. He has taken very good care of it. It has not been dropped, scratched, damaged in any way, etc. He knows about computers and electronics and this is a complete software issue. He continues to restart and try and sync it every day to get it to “fix” on its own, but nothing works. Will someone please actually contact him and let him know what he can do to get this actually fixed and not to have his work ticket “slip through the cracks”. I am patiently waiting your real response and not a blow off response. Thank you!

  29. JPayJT

    July 2, 2019 - 8:40 am

    Hi Crystal – We are sorry for any confusion. Our intention is not to blow you off. That response was sent to you, reinforcing our procedure. All the individuals experiencing tablet issues should submit a trouble ticket. You mentioned that your love one submitted one. A response will be sent back to him with troubleshooting methods to address the issue he mentioned he is experiencing, once his ticket is in que. We understand, this seem like a lengthy process. We are working diligently to minimize the wait time. We appreciate your patience, while your concerns are addressed. Thanks!

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