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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879 Comments

  1. JPayJT

    June 12, 2019 - 1:05 pm

    Hello Joanne – Thank you for bringing this to our attention. We have reviewed your account, and all the Pre-Paid Stamp you Attached were successfully delivered to JENNA DEFALCO and are available for use. Thanks!

  2. Joanne Ferdinando

    June 10, 2019 - 4:20 pm

    I am sending email stamps for replied each time I write but the intended recipient is not receiving them at Lowell Correctional Annex in Florida. She wrote me a “snail mail” letter asking that I send email stamps so she can reply, but I have already sent at least six and she is not getting them. Can you tell me why? Thanks.

  3. JPayJT

    June 10, 2019 - 2:49 pm

    Hello Terrance – We are unable to determine who it is that you have not been in contact with. There are several names listed on your JPay email list of contacts. Thanks!

  4. JPayJT

    June 10, 2019 - 2:45 pm

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

  5. JPayJT

    June 10, 2019 - 2:29 pm

    Hello Clo66 – 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!

  6. JPayJT

    June 10, 2019 - 10:53 am

    Hi Charlotte – We’re sorry for the inconvenience! Please uninstall and then reinstall the app and ensure you have the most up-to-date version of the app as well! If you are still experiencing issues, please email support@jpay.com or call 800-574-5729 to speak with a customer service representative. In addition, what state are you inquiring sending photos for? Thanks!

  7. JPayJT

    June 10, 2019 - 10:24 am

    Hi Angela – At this time, there are no holiday packages available. If/when we have promotional offers, we will inform all customers. Thanks!

  8. JPayJT

    June 10, 2019 - 10:18 am

    Hi Rebekah – We apologize for any inconvenience caused. Often time emails deliver instantaneously. However, we strive to deliver all eMessages within 72 hours from the sent time. Thanks!

  9. JPayJT

    June 10, 2019 - 10:12 am

    Hi Rebekah – Sorry for any inconvenience caused. Often time emails deliver instantaneously. However, we strive to deliver all eMessages within 72 hours from the sent time. Thanks!

  10. Rebekah

    June 4, 2019 - 5:27 pm

    I have left a comment before but for some reason it’s disappeared. The inmate has sent me lots of emails within the last few weeks however I’m not getting any of them! He gets mine the same/next day but it takes weeks for me to receive his reply if I get it at all! Luckily we speak on the phone but I also love receiving emails from him too. I’ve tried contacting the number provided here but they say there’s nothing they can do:( I have also emailed several times with no reply! Please help!

  11. Angela Cumbee

    June 4, 2019 - 8:39 am

    Hi, I am curious about Holiday Packages. Are they still offered to order for inmate’s?

  12. Rebekah Chance

    June 3, 2019 - 2:53 am

    I’m not receiving my emails until after a week at the least after they have been sent. Also my partner isn’t receiving mine for days either! I know he sent one 2 weeks ago that I still have not received (we speak on the phone) He’s in Washington state penitentiary. I have emailed JPay about 5 times regarding this issue however I have never received a response back. The time delayed in receiving emails for the both of us are getting longer!

  13. Charlotte Garnette

    June 2, 2019 - 3:46 am

    I need my jpay app updated.also want to know how do i send photos.

  14. Clo66

    May 23, 2019 - 1:39 am

    Message from my LO :

    My inbox on my tablet went out on April, 20 2019, stating “Sorry, I’m trying to get rid of your device.” I would like to say that I would like to answer the question, I would not be able to answer the question. suppose to respond to them, is not doing so. Thinking it was the tablet, I broke down and bought a new one. I went out today, May 22, 2019, hooked up my new tablet. And the inbox came back. I started up a couple of emails to read, and the inbox went out again.I tryed to re-sycn the tablet, and it did the same thing the old tablet did, Saying tablet unable to sync. It’s syncing up, putting games on music, it will not sync up and solve the problem with the inbox. This problem has been going on for over a month! And two other inmates on this side of the building are having the exact same problem. And since they are not responding to the trouble ticket, who knows how to fix this? Please, cause this has gone on far to long. I can get emails out, but I can not get them in. Please help me out with this. Thank you.

  15. JPayJT

    May 22, 2019 - 2:18 pm

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

  16. JPayJT

    May 22, 2019 - 2:17 pm

    Hi Norma – If the option for email is no longer displayed, that most likely means your loved one’s location no longer offers that service. For more information, please email support@jpay.com or call 800-574-5729 to speak with a customer service representative. Thanks!

  17. JPayJT

    May 22, 2019 - 2:07 pm

    Hi Bridget – Please email support@jpay.com or call 800-574-5729 to speak with a customer service representative who can look into the issues you’re experiencing with email. Thanks!

  18. JPayJT

    May 22, 2019 - 2:05 pm

    Hi Louise – We’re sorry to hear this! Please email support@jpay.com or call 800-574-5729 to speak with a customer service representative who can see what is causing your email issues. Thanks!

  19. JPayJT

    May 22, 2019 - 2:02 pm

    Hi Michele – We’re sorry to hear this! Please email support@jpay.com or call 800-574-5729 to speak with a customer service representative who can see what’s causing the issue with your emails. Thanks!

  20. JPayJT

    May 22, 2019 - 2:02 pm

    Hi Damika – We’re sorry to hear this! Please email support@jpay.com or call 800-574-5729 to speak with a customer service representative who can see what’s causing the issue with your emails. Thanks!

  21. JPayJT

    May 22, 2019 - 2:00 pm

    Hi Renee – Please have your friend submit a “Trouble Ticket” on the JPay kiosk and Customer Service will help your friend directly. Thanks!

  22. Renee

    May 21, 2019 - 2:09 pm

    My friend can no longer access his inbox on his Jpay tablet. He can get inbox messages on the kiosk, but nothing on his tablet. Is there any solution so he can get his inbox messages on his table again.
    Thank you.

  23. Damika Walker

    May 20, 2019 - 1:09 pm

    I’m not receiving any of my emails from my loved ones

  24. Michele Chandler

    May 19, 2019 - 3:20 pm

    I havent received any jpay messages or pictures that my fiance sent me 3 days ago. I’ve never had his messages take so long to get to me. Is there a problem with jpay?

  25. Louise McWhirk

    May 17, 2019 - 10:13 am

    It’s May 17th, 2019. Still not receiving E-mails from loved one in airway heights Washington State !

  26. BRIDGET SULLIVAN

    May 16, 2019 - 12:20 pm

    My LO hasn’t received any of my emails over the last month but I am receiving his. He isn’t always able to use the phone due to people causing a lot of issues in his Unit. He relies on his jpay… and I’ve used well around 10 stamps or more. What’s going on?!

  27. Norma J

    May 8, 2019 - 3:18 pm

    Why doesn’t the access for email show up in jpay anymore?

  28. JPayJT

    May 7, 2019 - 4:20 pm

    Hi Courtney – Often time emails deliver instantaneously. However, we strive to deliver all eMessages within 72 hours from the sent time. Thank you for reporting the time stamp issue, we have forwarded your issue for review. Thanks!

  29. JPayJT

    May 7, 2019 - 3:57 pm

    Hi Fred – We’re sorry for the inconvenience! Please uninstall and then reinstall the app and ensure you have the most up-to-date version of the app as well! If you are still experiencing issues, please email support@jpay.com or call 800-574-5729 to speak with a customer service representative. Thanks!

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