JPay Blog

Stories from the Field

Picture this… part of your job is traveling to different states across the country. This job, however, is a little different from the typical job on the road: instead of convention centers or office buildings, you’re visiting correctional facilities.

Welcome to a day in the life of a JPay Account Manager. JPay currently services hundreds of correctional facilities across the country, and each facility needs some dedicated expertise to help bring our technology to life.

Our Account Managers can sometimes spend a week or more on the road working within different correctional facilities to help introduce our technology and attend to prison staff and inmate needs. Today, we bring to you “Stories from the Field,” where we have our Northwest Regional Account Manager sharing her experience.


Visiting Idaho…

One part of my job as an Account Manager is taking a week out of the month to visit different prisons to “teach” our technological platform. Our services and technology are often a virtual revolution for corrections facilities, so it’s important to be onsite. For this visit, Idaho would be the next stop on this weeklong trip.

When I arrived, everyone in the facility was eager to get their hands on the newly installed JPay kiosks. You could feel the enthusiasm and joy from everyone knowing that music downloads and email would be accessible.  We started with the basics….the different hardware, how to log in, accessing personal account information, and the customer support process.

Working hands-on provided a great opportunity to introduce some of the modern day technology to the inmates. In particular, ordering items from the commissary took on a complete upgrade with the integration of our system. Previously, all ordering was completed on bubble sheets; now, inmates could submit orders directly from the kiosk, making the process much more efficient.  The interface even includes pictures of the commissary items!  It was like going from the Stone Age to the 21st century.

Working within the correctional facility gave me the opportunity to directly engage with those who use our services, and deliver one-on-one customer service. Being able to introduce our technology was not only educational for the facility staff and inmates, but great experience for me that I surely won’t forget.


By traveling on the road and working one-on-one with the facility staff and inmates, we’re proving that new technology and corrections can not only coexist, but thrive. The interaction of our Account Managers hopefully should make a lasting impression, and ultimately contribute to post-release success and reintegration into society.






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  1. JPayJT

    April 17, 2018 - 9:47 am

    Hi Othell – Please email and a Customer Service Representative will look into this issue for you. Thanks!

  2. Othell Tucker

    April 14, 2018 - 7:09 am

    My Grandson has been in Jackson CI Georgia for 12 days. Any idea why he hasn’t answered my email or why I can’t send money. My account became active on April 6 and I sent email at that time. Account shows email did send
    Papa O.

  3. JPayModerator


    October 5, 2017 - 1:26 pm

    Hello Inez – Currently our video visitation are not available at any facilities in Illinois at this time. Once additional services do become available, we will be sure to notify family and friends. Thanks you for your continued interest in our products and services.

  4. Inez k Satterfield

    September 30, 2017 - 8:44 pm

    Why doesn’t the IDOC not have video visitation?

  5. Editor

    June 21, 2017 - 9:44 am

    It depends on each facility’s processing, approval, and distribution procedures, but generally not more than a couple of days.

  6. Jay Jones

    June 16, 2017 - 4:51 am

    When I send an e-mail via this site-how long is it usually before the recipient gets to read it?

  7. Editor

    January 9, 2017 - 11:27 am

    Hi William – You should be able to read your emails when you log into your JPay account at or via the JPay app.

  8. william cox

    January 7, 2017 - 12:36 pm

    How do I read my emails

  9. Bridget

    January 1, 2017 - 11:26 pm

    I want to thank you all for your services you provide for Allen correctional center here in Louisiana I haven’t seen my son in a while but I get to talk to him and email him it is nice because while I’m emailing him it feels like he is around the corner that is how close I feel to him . I miss him so much. I just wanted to thank you and we take advantage of the services you offer keeps us closer. From loving my son in sulphur LA

  10. Editor

    December 27, 2016 - 9:10 am

    Hi Kathy – The JP5 tablet is not available in North Carolina.

  11. Kathy Parker

    December 25, 2016 - 5:01 am

    do you know if the video or the jp5’s are in the Raleigh North Carolina Central prison?
    My grandson is there and he has not seen his little girl for 3 years she is to young for visitation.

  12. Minerva Pilier

    December 11, 2016 - 9:51 am

    Thank you for the idea. Without this service we could not stay connected with our brother who is incarcerated. The Padco County Detention does not give many options to family members.

    Our family member is legally blind from one eye and cannot read emails, nor is that great on the video visitation. The calls our the only means to keep in touch.

  13. Kristie

    December 8, 2016 - 7:27 am

    I too would like to thank you and all who have made it possible to stay close to our loved ones in the prison system . I think the feeling of being closer to them and them to us will only help in thier rehabilitaion process and make the intergration into main stream society that much easier.


  14. Editor

    November 21, 2016 - 9:00 am

    Hi Jody- Please contact our customer service at 800-574-5729 for assistance.

  15. Jody

    November 19, 2016 - 3:25 pm

    Video Visitation in the state of GA?it allows me to schedule a visit but it says no available time slots on every day available to select for 2 months Dec and Jan +rest of nov….is it possible that every available slot is taken for 2 and a half months??

  16. Editor

    November 14, 2016 - 3:23 pm

    Hi Janetta – We service a few county jails. Please click on this link to see the JPay services and rates available at your loved one’s facility. If JPay media products are not available at your loved one’s facility, please keep in mind that the availability of our products and services is up to the discretion of each county and state. JPay does not control the process of adding new services.

  17. Janetta Travis

    November 13, 2016 - 10:53 pm

    Is this service not available at county jails? If not, why not and when will it be?

  18. Editor

    November 11, 2016 - 3:33 pm

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

  19. frances villarreal

    November 10, 2016 - 3:18 pm

    Hi. When do you think the Texas facilities will be able to reply to emails?

  20. Editor

    November 7, 2016 - 3:30 pm

    Hi Tammie- Video visitation is not available in the state of Illinois.

  21. Tammie

    November 3, 2016 - 8:35 pm

    Does Menard have video visit in IDOC.?

  22. Editor

    October 20, 2016 - 9:46 am

    Hi Jessica- We are working to bring our services to the state of Florida. Thank you for your interest and we will make sure to communicate any updates.

  23. Jessica barrett

    October 19, 2016 - 9:59 am

    Do you know if Florida will be getting this? It would be great. please let me know what I can do to get them to look into getting this so I can keep in touch with my son easier. Thankyou

  24. Editor

    October 17, 2016 - 10:30 am

    Hi Gregory- The JP5 tablet is not available in the state of Texas.

  25. Gregory Stephens

    October 16, 2016 - 6:48 pm

    Are the tablets available yet here in tx?

  26. Editor

    October 14, 2016 - 10:34 am

    Hi Polly- Please contact our customer service at 800-574-5729 and they will be able to help you. Have a great day!

  27. polly browning

    October 12, 2016 - 6:36 pm

    i love the jpay thing. it is so awesome and fast. however i had a stamp buying issue today. i bought 20 stamps. i was charged for them. but i did not recieve them. and the 2 stamps i still had did not register with the sending of my daily email to my girl. im very upset. i try to write every day and this is going to be a problem. please see that it is taken care of. my account is under polly browning of tuleta texas. the conf. # for the purchace is 10888395. 20 stamps. prior to that i bought a ecom and it went fine. so i no tdcj has no problem taking my money. thank you very much for the service you provide.

  28. Editor

    October 10, 2016 - 11:59 am

    Hi Laura- Facilities in the state of Texas do not have JPay kiosks for ordering commissary. Please let us know if you have any other questions. Have a great day!

  29. Theresa Lynn Maupin

    October 8, 2016 - 5:00 pm

    Stay connected with my brother Christopher Lamont Maupin

  30. Theresa Lynn Maupin

    October 8, 2016 - 4:58 pm

    I want to stay connected with my brother Christopher Lamont Maupin

  31. Barbara Ulrich

    October 7, 2016 - 1:18 pm

    Just wanted to say thanks for what you are doing! Bringing technology to prisoners can only help them and help everyone else involved with them! I will be happy when the jpay5 players come to my sons facility iin Michigan! Thanks again!

  32. Laura Kay Hume

    September 30, 2016 - 11:19 pm

    Do you do this in Texas yet? My fiance’ is having to visit the commissary truck and it in itself is a chore. Just wondering. Laura

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