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. The Bruce

    September 12, 2017 - 11:08 pm

    OK, yet more evidence that you are not telling the truth that email is working properly – today, I got two notifications of emails that were dated from the 9th — I know he wrote them then because we’d talked about the contents on the phone a couple of days ago. He also received an email I had written to him on the 9th today.

    Since there are SO MANY PEOPLE writing in comments on this blog of similar situation, why do keep claiming email is working properly?!?! It is clearly NOT working properly and YOU need to investigate it so that it CAN be fixed to work properly!

  2. Jackie Robertson

    September 12, 2017 - 5:12 pm

    Hello inmate # 623709, Indiana
    Kenneth Robertson
    My name is Jacqueline (Jackie) Robertson, (Facebook user name Jackie Robertson) I’m his mother of
    3820 21st ST NE, Tusca. AL. 35404
    I would like to know why am I taken off is visitation list an I can no longer send him money using JPay. Please inform me or my son,

  3. Jade Trombetta

    September 12, 2017 - 2:08 pm

    Hi Marily – We’re sorry for the inconvenience. Please call our Customer Service team (800-574-5729) and a representative can help you. Thanks!

  4. Jade Trombetta

    September 12, 2017 - 2:07 pm

    Hi Jenifer – If the email option isn’t available, that service might not be available to your loved one. Please email and our Customer Service team will look into your account. Thanks!

  5. Jade Trombetta

    September 12, 2017 - 2:01 pm

    Hi Heather – If the email option isn’t available, it could be because that service isn’t available to your loved one. Please email and our Customer Service team will look into this for you. Thanks!

  6. Jade Trombetta

    September 12, 2017 - 2:00 pm

    Hi Pat – The email service is running accordingly. Please email if you’re still experiencing issues. Thanks!

  7. Jade Trombetta

    September 12, 2017 - 1:59 pm

    Hi Karen – Please email and our Customer Service team will look into your account and rectify the issues. Thanks!

  8. Karen Spurk

    September 12, 2017 - 12:09 pm

    What the hey? I send money, type 3 email letters and buy prepaid phone time. Why is he getting nothing? two weeks! come on now

  9. Pat Graham

    September 12, 2017 - 11:42 am

    No emails can be sent or received, is it because of Hurricane Irma? Please advise when it will be back in service, thank you for your assistance.

  10. The Bruce

    September 12, 2017 - 12:50 am

    Still not even close to being resolved. Washington State inmate emails are getting to me 3-4 days late sometimes. Example: Today got notification of a “new” email that had actually been sent 9/7.

  11. Heather

    September 12, 2017 - 12:37 am

    I do not find the video message button anywhere. Do I have to be on a pc or can it be done by phone

  12. Jenifer

    September 11, 2017 - 5:41 pm

    Why is my inmates email account gone? I can’t view any emails recent or earlier. I can still see his name in the info bar but there’s not an option for email. Why is that?

  13. marily

    September 11, 2017 - 2:04 pm

    we have tried to send money via Jpay.. it keeps saying our card is denied. I called the bank and there is nothing wrong.. why won’t it go through

  14. Cynthia

    September 11, 2017 - 1:56 pm

    How long for inmate to get paswword

  15. michele

    September 11, 2017 - 10:18 am

    Send Email does not appear on my account. The inmate is in Shelton Washington and I know they have jpay services. I’ve contacted customer service. The woman had no answers. Funny that I can send money on the account, but write no emails

  16. Jade Trombetta

    September 11, 2017 - 10:04 am

    Hi Kayla – If you’re having issues with your account, please email or call 800-574-5729 and our Customer Service team will look into your account. Thanks!

  17. Jade Trombetta

    September 11, 2017 - 10:03 am

    Hi Linda – Please email or call 800-574-5729 and our Customer Service team can help you! Thanks!

  18. Jade Trombetta

    September 11, 2017 - 10:03 am

    Hi Asieree – Please feel free to call our Customer Service (800-574-5729) and someone from the team can walk you through how to use JPay so you can communicate with your loved ones easier. Thanks!

  19. Jade Trombetta

    September 11, 2017 - 10:01 am

    Hi Hope – Your loved one does not have JPay email in Mississippi. Thanks!

  20. Jade Trombetta

    September 11, 2017 - 9:43 am

    Hi Joy – Also, what state/facility is your loved one located at? Thanks!

  21. Jade Trombetta

    September 11, 2017 - 9:41 am

    Hi Joy – Please email or call our Customer Service number (800-574-5729) and we’ll get you setup. Thanks!

  22. Jade Trombetta

    September 11, 2017 - 9:40 am

    Hi Kathie – We apologize for the inconvenience. Please email and our Customer Service team will help get you logged in! Thanks!

  23. Jade Trombetta

    September 11, 2017 - 9:39 am

    Hi Renee – Our team will look into this issue. If it continues, please email so our Customer Service team can look into your account. Thanks!

  24. Renee Bryant

    September 11, 2017 - 4:42 am

    I am now not able to compose a new message to send by email. I do receive incoming mail.

    Please update the issue!

  25. Kathie Johnson

    September 11, 2017 - 3:06 am

    Still unable to log in to services !

  26. Joy Ballard

    September 10, 2017 - 10:16 pm

    I can not find any way to type an email on Jpay. It says it was restored on the 7th but no matter where I look there is no send email heading. Will you please tell me where to find it. I have clicked on Jpay and email. I find the blog but not the normal way to send an email. Thank you.

    Joy Ballard

  27. Teresa Martin

    September 10, 2017 - 5:22 pm

    Mine doesn’t work

  28. john k mcvey

    September 10, 2017 - 4:25 pm

    acknowledging receipt

  29. Rea

    September 9, 2017 - 8:35 pm

    Unable to see new message on jpay.

  30. Helen Hasan

    September 9, 2017 - 1:01 pm

    Email is not on navigation page – only send money on page- how do I get
    back to the email

  31. Carrie

    September 9, 2017 - 10:30 am

    I’m unable to access my incoming and outgoing mail??

  32. Hope Oliver

    September 9, 2017 - 8:14 am

    Cant pull up email to write

  33. Gina bass

    September 9, 2017 - 6:18 am

    I was in the process off typing my jpay email Fri night was in the process of sending and it disappeared nothing is in draft of sent where did my email go

  34. Asieree Jones

    September 8, 2017 - 6:47 pm

    Hello, do hope all is well…we are doing pretty good. Just wanted you to know that Jpay was setup. I have to kinda read up on it, so I will know how to use it. It may be easier for us to communicate through here so we can try it., Love

  35. Linda Washington

    September 8, 2017 - 3:39 pm

    I put my e-mail I can not get in please help me

  36. Kayla

    September 8, 2017 - 11:57 am

    Has there been another problem since Labour Day weekend?!

  37. Jade Trombetta

    September 8, 2017 - 10:05 am

    Hi Elodia – We’re sorry you’re experiencing issues. If you still can’t login, please email and our Customer Service team will look into the issue for you.

  38. Jade Trombetta

    September 8, 2017 - 10:01 am

    Hi Larry – Please call our Customer Service (800-574-5729) and our team will help you change the phone number. Thanks!

  39. Larry E Brandon

    September 8, 2017 - 3:49 am

    This is Larry Brandon I have been attempting to change my primary phone number it is no longer a working number, but the system will not allow me to replace the primary number .
    the previous primary number that is still showing as primary 406-403-1661
    the new number that shows as added but not as primary is 406-924-9000
    this is stopping my son Luke a Brandon from being able to phone me , can you please correct
    Larry Brandon

  40. Elodia Hernandez

    September 7, 2017 - 9:09 pm

    I can’t sign in jpay.

  41. charles

    September 7, 2017 - 7:49 pm

    You may want to let us know BEFORE or DURING the email disruption. I was waiting for a reply and had NO indication the service was down. Very poor customer service – it’s not like you are doing this out of the goodness of your hearts – we pay for it – thus the name JayPAY. If there were an alternative, I would be using it now. And I would like to request a refund on the last emails I sent.

    Thank you

  42. Janie bates

    September 7, 2017 - 6:16 pm

    Dear Stephanie
    I💝You!!!! If this works I’ll email you again

    All my love-

  43. Jade Trombetta

    September 7, 2017 - 12:20 pm

    Hi Charlotte – We’re sorry about the inconvenience! Please email and our Customer Service Team will look into your account and see what the issue is. Thanks!

  44. Jade Trombetta

    September 7, 2017 - 12:19 pm

    Hi Jacqueline – You can send your step son an email once you’ve logged into your JPay account – as long as email is a service available at his facility. Thanks!

  45. Laticious

    September 7, 2017 - 12:19 pm

    Why, I don’t have an option to send emails? I only can send money.

  46. Jade Trombetta

    September 7, 2017 - 12:06 pm

    Hi Jackie – We’re sorry for the inconvenience! Please email and our customer service team will look into the issue for you.

  47. Jackie Yates

    September 7, 2017 - 5:41 am

    My account says my email is not a valid one and I would like for it to be fixed please.

  48. Jacqueline Castile

    September 6, 2017 - 5:39 pm

    I can’t even see the option to send an e-mail to My step son! No e-mail option on the home page any where!
    Is that a part of the glitch?
    I need to get him my address veggie he gets transferred to boot camp

  49. Charlotte

    September 6, 2017 - 4:50 pm

    Hello, I have trouble with your application since early august.
    My correspondents do not receive some of my emails and I did not receive some of their emails, could you give me informations about this situation?
    Thank you in advance for your answer.

  50. Tiffany

    September 6, 2017 - 2:27 pm

    Plainfield Correction is currently not able to send or receive emails through Jpay but only in certain dorm (pod) area’s…why is that??? Myself and my inmate are very frustrated with this as so are many others that are trying to keep in contact with their loved ones. A much quick response will be very appreciated and even more so if you could resolve this problem or at least let someone know what is going on and when we can expect resolution of this issue please and thank you.

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