Top 10 Customer Service Questions

Welcome back to the JPay blog!  For our first post in 2020, we wanted to address some common questions we receive.  We hope the below helps clarify any confusion, and of course, feel free to email our Customer Service team at  

1. How can I send money from outside the US?

Sending money outside the United States is the same as sending it from within the country. You can send money to an incarcerated individual’s spendable account through the Send Money option on or the JPay mobile app. Users must have access to a Visa or Mastercard to process a transaction. 

2. How do I use stamps?

Stamps can be used to send your loved ones Emails, attachments (such as photos and eCards), photos through Snap n’ Send and 30-second VideoGrams. The stamp cost per feature varies by location. Once you compose a letter, attach a picture or video and click send, your stamp balance will reduce.  In some locations, you can also send a prepaid stamp to your loved one with your email.  They can only use that stamp to respond to you.

3. How do I create an account  

Creating an account is easy!  To create an account through the JPay website, follow these steps:

  • Click on the “Inmate Search” option at the top of the webpage  
  • Enter the individual’s location “state” e.g. Florida and their DOC number e.g. S123456, and click “Find.” 
  • The name, ID number and state will appear.  
  • Once you confirm that the information is accurate, click on the name and you will be routed to a registration screen.
  • Continue to input your email address, choose a password, agree to the Payment Terms of Service and click “Register.”

 To create an account through the JPay mobile app, follow these steps:

  • Once the App is launched, at the bottom click “Create New Account.”
  • Then, select the individual’s location “state” e.g. Florida.
  • Then, enter the incarcerated individual’s DOC number e.g. S123456, and click search.
  • The name, ID number and state will appear.
  • Once you confirm the information is correct, the app will route you to a screen with the list of services available. Such as Money, Email, Snap n’ Send and Video Communications (services vary by location)
  • Continue to input your email address, choose a password, agree to the mobile terms of service and click “Create my account.”

4. Now that my loved one is released, how do we get his/her tablet unlocked? 

Please mail your JPay tablet to the address below:

JPay/Securus Technologies-Warehouse
3220 Keller Springs Ste. 118
Carrollton, TX 75006

Please include the following in the package:

  • Tablet
  • The address of the correctional agency where you were incarcerated
  • first and last name
  • Your DOC #
  • Telephone number
  • Return Mailing address 

5. Sometimes there is an additional fee associated with using a credit card, but not a debit card. Why?

If you are using a credit card, it is possible that your issuing bank may charge a cash advance fee for the transaction. If you have any questions about your credit card’s cash advance policies, please contact your bank directly.  If you wish to avoid the possibility of incurring a cash advance fee, or of having your prepaid card declined, we encourage you to use a debit card.

6. What are some reasons why my or my loved one’s account may be blocked?

There can be a few reasons why you’re JPay account may be locked.  For instance, if you enter an incorrect password multiple times, that may cause your account to lock. To resolve this issue, simply select “forgot my password” and a link will be sent to the email address on file with a temporary password that will allow you to create a new password.  Please make sure you check your spam folder as well.

The most common reason an account may be blocked is if a chargeback was filed for either a Bank Card transaction, money order payment, or personal check which was sent to JPay for processing, and it’s later determined that the customer responsible for the transaction filed a chargeback with their issuing bank, or placed stop payment on either money order or personal check after JPay has already processed the transaction and the funds have been sent. This means, your account, as well as that of the JPay account of the incarcerated individual who received the funds will be blocked from future Bank Card transactions until JPay is reimbursed and the chargeback is settled, or the issue is otherwise resolved.

In the event an incarcerated individual’s account has been blocked due to a chargeback associated with a bank card transaction which prevents the incarcerated individual from receiving electronic forms of money transfer, they may continue to receive money order or MoneyGram payments. The customer responsible for filing a chargeback will be unable to send Bank Card transactions until the chargeback is settled however, they may send money order or money gram payments as an alternative.

In the event an incarcerated individual’s account has been blocked due to a chargeback associated with a money order or personal check, the incarcerated individual’s account will be blocked from receiving all future bank card transactions. However, incarcerated individuals may continue to receive money order or MoneyGram payments. In the event the customer responsible for the money order chargeback attempts to send a money order payment to that particular incarcerated individual in the future, that money order payment will be used to settle any outstanding chargeback which was previously filed by the customer.  As always, please with questions. 

7. Why are there fees associated with your services?

JPay works with facilities to implement comprehensive, systematic platforms and infrastructures to make technologies available to incarcerated individuals so they can stay connected to you, their loved ones.  Additionally, they use the technology to educate and rehabilitate themselves to they are prepared for re-entry. The company spends our own money to deploy that infrastructure and conduct ongoing maintenance, therefore there are fees associated with using our products and services. People can use JPay’s electronic services, or choose to use other forms of communications, such as sending letters through the mail and using money order forms. 

8. Why does it take so long for some emails to be delivered? 

We strive to deliver all emails within 72 hours from the time you send it. Please keep in mind that all emails are reviewed before they are released. The system can flag the email for inappropriate content such as curse words, words that contain threats or attachments that include nudity, tattoos or gang sign.  The majority of mail is reviewed by facility staff.

9. What do I do if my loved one needs assistance with his or her tablet? 

Your loved one must submit a support ticket using the kiosk for all tablet inquiries. The process requires troubleshooting steps and other relevant solutions based on the description provided to the customer service agents.

10. When is the next JPay promotion?

We understand how important it is to stay connected with your loved one, which is why we offer promotions throughout the year to offer discounts and sweepstakes.  All promotions and sweepstakes are announced through customer emails, the JPay Facebook page and here, on the JPay blog.  Please check back routinely for announcements.



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