Currently we accept the following cards:

Visa

MasterCard

Note: Although other cards may work we do not support any that are not on the list above. Prepaid Cards are not supported.

The fee to make a deposit can vary by facility. When sending money the fee will be displayed after searching for the resident you are making the deposit to and you will be asked to confirm the total amount before the transaction is processed.

1. Sign In
2. Select Send Money Now
3. Select the appropriate state and facility
4. Enter at least 3 characters of the resident’s last name or their ID
5. Enter your payment information and amount of the deposit, click the check box after reading the terms and conditions and hit OK.
6. Review the payment details and click Send Money

Note: If successful, you’ll be brought to a receipt screen where you can either print the receipt or return to the home screen.

In order for JailATM.com to remain compliant with the Anti-Money Laundering Act, as well as prevent other forms of fraud, we limit any one resident a maximum of $300.00 a week. This means, any combination of deposits from 1 or more JailATM.com users cannot exceed $300.00 between the calendar week of Sunday to Saturday.

Note: This deposit limit may vary by facility.

When an inmate is transferred to another facility, the money in his or her commissary account is generally transferred with them. This will depend on the policies of the facility where the gift card deposit was made to. If more information is required you will need to contact the facility for details on their policy.

We do not have access to the resident's account other than depositing the funds. We can not transfer funds from one facility to another.

Most deposits arrive within 24-48 hours of processing. If the deposit is missing after this, please contact the facility immediately to initiate an investigation.

Note: If the facility is unable to resolve the issue after 72 business hours we will investigate the missing deposit.

In the event that your deposit was applied to the wrong resident, immediately call the facility the deposit was made to. Ask the officer to transfer the funds to the correct resident. If the facility is unable to complete your request ask if they can place the deposit on hold and refund it. Lastly, if neither request can be met please select "Contact Us" and fill out the form below. We will reply within 72 business hours.

Note: If the deposit was spent prior to calling the facility it cant be transferred or refunded.

There are a several reasons a transaction may have failed, here are a few of the most common ones:

Cash Advance Transactions: All deposits on our site are processed as a cash advance transaction. Unfortunately this is something we cannot change and most prepaid cards will not accept this type of transaction. Please call the number on the back of the card you’re attempting to use to determine if the card supports the cash advance transaction type.

Invalid Card: Please select the drop down Accepted Payment Methods for a list of all card types we accept.

Bank Declined: Contact your financial Institution to determine the cause of the failure.

In the event that your deposit was applied twice, immediately call the facility the deposit was made to. Ask the officer to place the deposit on hold and refund it. If the facility is unable to complete your request please select "Contact Us" and fill out the form below and we will reply within 72 business hours.

Note: If the deposit was spent prior to calling the facility it can not be refunded.

All sales are final. Please see another topic for specific instructions on your deposit issue.

Due to privacy issues, we are unable to disclose any account activity of residents. For balance inquiries, please contact the facility.

Note: The facility reserves the right to withold this information for the resident's protection.

Your 'Account History' is a list of transactions you have made to fund your JailATM.com account for messaging or emails.

1. Sign in
2. Select My Account
3. Select Account History
4. Choose the date range
5. Select Run Report

Your 'Deposit History' is a list of transactions you have made for the resident. This includes deposits into their commissary account and commissary orders.

1. Sign in
2. Select My Account
3. Select Deposit/Charge History

When searching for a resident within JailATM.com please use four or more letters of their last name before clicking Search. If you are still unable to find the resident please contact the facility for their resident ID. For any other issues the facility will contact Tech Friends directly to work on any technical difficulties with the website.

Social Security Number Requirement

A Social Security Number is required on the account in order to make a deposit to a resident. This is for compliance with the Bank Secrecy Act / Anti-Money Laundering Act.

A 'Messaging Subscription' is required in order to fund your account to send messages or to open a 'collect message'. Once your Messaging Subscription is enabled, JailATM.com will bill your card for $5.00 worth of credits. Each message sent will deduct from your $5.00 credits. When you no longer have enough credits to send a message, JailATM.com will automatically purchase $5.00 more in credits using the card you previously selected for the Messaging Subscription. The auto-billing service can be canceled at any time, Click the drop down Disable Auto-Billing for instructions.

How-To Setup Messaging Subscription

1. Sign In
2. Click My Account
3. Click Settings
4. Click Messaging Subscription
5. Click "Yes Turn on Messaging"

If you have not already entered your payment information, you will be prompted to do so after step 5.

You will be returned to the My Account page if successfully completed.

How-To Disable Auto-Billing

1. Sign In
2. Click My Account
3. Click Settings
4. Click Messaging Subscription
5. Click No, I Do Not Want Messaging

You will be returned to the My Account page if completed successfully.

How to send an image:

1. Sign in
2. Click My Account
3. Click Messaging
4. Click Send Image
5. Choose the State and Facility and enter the Last Name or ID of the recipient.Only facilities and states that support this feature will have this option.
6. Click Search
7. Click the recipient from the list provided
8. Click Browse and Click the image from your computer that you would like to send.
9. Click Send

Note: Your image may be subject to review before the recipient is allowed to receive it. Please see "Email is Pending Review" for more information.

How to send a message:

1. Sign in
2. Click My Account
3. Click Messaging
4. Click Send Message
5. Choose the State and Facility and enter the Last Name or ID of the recipient.Only facilities and states that support this feature will have this option.
6. Click Search
7. Click the recipient from the list provided
8. Type or paste the message that you would like to send
9. Click Send

Note: Your message may be subject to review before the recipient is allowed to receive it. Please see "Email is Pending Review" for more information.

The following rules are programmatically enforced when uploading images:

1. File Types Accepted: BMP, GIF, JPEG, PNG, and TIFF.
2. Maximum File Size: 5120 KB

Each facility may have it's own rules for allowed images. Refunds are not available for images rejected by the facility.

If you received this reference code while trying to send an email, please create a support ticket at your earliest convenience. The following instructions will help you get a quick response to this ticket.

1. Enter the follwing Issue Summary: "Reference Code: XYZZY"
2. In the "Details about your problem:" include the time this issue occured.

If the facility has opted to approve all messages before they can be delivered to the resident, your message will have a 'Pending Review' status until it is reviewed by an officer and approved for delivery.

Note: Pending Review can also be a result of drafted emails, please make sure that you remove the words 'Pending Review' from the subject line before you send it.

When searching for a resident within JailATM.com please use four or more letters of their last name before clicking Search. If you are unable to find the resident please contact the facility for their Resident ID. For any other issues the facility will contact Tech Friends directly to work on any technical difficulties with the website.

Like most websites that handle financial information, our website operates on a timeout to protect your sensitive information. If a new page is not loaded within 10 minutes, the website will initiate a log out on your account. If you are typing a long message and this occurs, when you click save or send, your account will be logged out and the message will not save or send. When writing a lengthy email, we recommend writing your message in a word processor such as Notepad. Once the message is complete you can log in to the website, open a new message, and copy/paste from Notepad to the website.

Using the following steps you can block residents, so that they can not send you messages. You may unblock a blocked resident at any time.

1. Sign In
2. Click My Account
3. Click Messaging
4. Click View Contacts
5. Click Click the resident
6. Click Block/Unblock

You will be returned to the My Account page if completed successfully.

All sales are final. Please see another topic for specific instructions on your email issue.

Messages expire 14 days after being read and will no longer be available for viewing on your account. Unfortunately, there is not a way to retrieve messages that have expired.

A Commissary Allowance allows you to provide an allowanance to a resident without making a deposit. This allowance can only be used for commissary and will not be added to the resident's commissary account. When the resident orders commissary this allowance is used before the resident's commissary balance.

The resident will not be notified of the available allowance. It is your responsibility to notify the resident of the available allowance.

Note: If the resident uses only some of the allowance, but not all of it, the remaining will be removed from their allowance and only the amount they used will be charged to the card.

How-To Create a Commissary Allowance

1. Click My Account
2. Select the Commissary Allowances option from the Tasks menu. This screen will display any current allowances that you have created for a resident, but have not been used. It will also allow you to create a new allowance.
   1. To Create a New Allowance:
      1. Click the New button.
      2. Select the State and Facility the resident is located in and then enter either the resident's last name or Resident ID number. Only facilities and states that offer Collect Commissary will be available in the drop-down boxes.
      3. Click Search.
      4. A grid with the search results will appear. Click on the resident you want to create an allowance for.
      5. Enter the maximum allowance you'd like to give the resident in the Resident Allowance box. Once the allowance amount has been entered, the Maximum Fee and Maximum Charge will be calculated and displayed.
      6. Select the credit/debit card you'd like to use from the Payment Method drop-down box. If you currently do not have a payment method saved in the system, click the New link located next to the box.
      7. Check the terms agreement box and click Save when you are satisfied with the allowance created.
   2. You can edit or remove an existing allowance by clicking on it in the grid and either updating the fields or by clicking Remove.

How-To View Commissary Allowance Receipts

1. Click the My Account Button.
2. Select the Deposit/Charge History option from the Tasks menu. The screen will display a grid that displays all Collect Commissary purchases and refunds.
3. Click on the "Receipt" link in the "Type" column of the transaction you want to review. A copy of the Receipt will be displayed on the screen.

Commissary Pack shipment timeframes depends on the commissary company. In most cases the company will have your order delivered within a week of your purchase. If the order has not been delivered within a week, please click "Contact Us" and fill out the form. We will reply within 72 business hours.

How-To Make a Commissary Order

1. Click My Account
2. Select the Order Commissary Packs option from the Tasks menu.
3. Select the State and Facility the resident is located in and then enter either the resident's last name or Resident ID number. Only facilities and states that use our web commissary services will be available in the drop-down boxes.
4. Click Search.
5. A grid with the search results will appear. Click on the resident you want to place the order for.
6. Select the items and quantities that you would like and click Add to Cart.
7. Click View to Cart.
8. Select the credit/debit card you'd like to use from the Payment Method drop-down box. If you currently do not have a payment method saved in the system, click the New link located next to the box.
9. Enter your CVC code.
10. Check the terms agreement box and click Check Out.

Note: If successful, you’ll be brought to a receipt screen where you can either print the receipt or return to the home screen.

In the event the resident is no longer at the facility when the order arrives, the facility will decide what to do with the Commissary Pack. We recommend calling the facility as soon as possible to determine what options are available to you.

All sales are final.

When searching for a resident within JailATM.com please use four or more letters of their last name before clicking "Search." If you are still unable to find the resident please contact the facility for their resident ID. For any other issues the facility will contact Tech Friends directly to work on any technical difficulties with the website.

All sales are final. Please see another topic for specific instructions on your commissary issue.

Follow these steps to schedule a call.

• Sign In
  Click Calling
• Click Schedule a Call
• Select the State and Facility and enter the resident's Last Name or ID.
• Click Search
• Click on the resident you wish to schedule a call to.
• Select In Facility to schedule a call that will take place at the facility or select Out of Facility to schedule a call that you will connect to from your computer.
• Select a Date and Time for the scheduled call.
• If your JailATM account has insufficient funds to schedule the call, you will now be prompted to select or enter a payment method. Follow the on-screen instructions to complete this transaction and schedule your call.

Note: 'In Facility' calls do not cost.

How-To Connect to a Scheduled Call

• Log in to your JailATM.com Account within 5 minutes of the call start time
• Click My Account
• Click Calling
• Click My Scheduled Calls
• Click the Connect Button

How-To Make a Direct Dial Call.

1. Logging In To Your Account
2. Click on Calling
3. Click Make a Call
4. Select the State and Facility and enter the resident's Last Name or ID.
5. Click Search
6. Click on the resident you wish to schedule a call to.
7. Click Call Now.

Please follow the steps below before your first video visit or if you are having trouble with a visit.

Preparation:

• Download The Latest Version Of Flash
• Connect And Test The Microphone
• Connect And Test The Webcam

Video Test

1. Click On "My Account"
2. Click On "Calling"
3. Click On "Video Test"
4. Follow The On Screen Directions

Note: If you do not meet the expectations defined in step 4 you may be experiencing an issue with your hardware.

We recommend using a headset with a microphone attached instead of a microphone and speakers. Using a microphone with speakers can cause feedback that may impact sound quality.

Confirm the following for audio Issues:

• The Audio Cables Are Connected And Undamaged
• The Volume Mixer Is Turned Up
• The External Speakers Are On And Turned Up
• The Default Audio Device Is Set To The Appropriate Speakers
• Test The Audio With Another Media System (I.E. Windows Media Player)

Confirm The Following For Microphone Issues:

• Microphone Cables Are Connected And Undamaged
• The Default Microphone Is Set To The Microphone You Are Using
• The Microphone Is Connected To The Correct Input On The PC
• Test The Microphone Works With Any Playback Software (I.E. Sound Menu In Windows)

JailATM.com does not issue credits or refunds for issues originating from the callers end including but not limited to:

• Internet Connectivity Issues
• PC Issues
• Browser issues

For any other refund requests please select "Contact Us" and fill out the form.

Note: All refunds requests are reviewed on a per issue basis within 72 hours of the request. If approved, the refund will be issued as a credit to your account.

JailATM video visitation may not be compatible with mobile devices. Video visitation works best when using a home computer or laptop. Please follow the steps provided above to setup and troubleshoot issues with video visitation.

To avoid issues with video calls and scheduling due to time zone differences, please make sure that your time zone is set correctly on your account.

You can check this by:

1. Logging In To Your Account
2. Navigate To The Settings Section
3. Select Account Details
4. Choose The Appropriate Time Zone
5. Click Save