Select The Payment Method That You Wish To Edit Or Remove
Click Edit
You Can Change The Details Of The Card Here Or Click Remove To Delete The Card
Note: You must cancel your messaging subscription before you can remove your card or edit the card information being used for the messaging subscription..
1. Check your junk / spam folder for the message 2. Add @jailatm.com and @m.jailatm.com to your safe senders list 3. Turn off your junk / spam filters 4. Resend the activation email by logging in and clicking the resend link
Still having trouble?
Try another email provider. We are constantly working on
increasing our deliverability with all email providers, in the
meantime, you may want to try using an alternate email address for
JailATM.com.
Important Note:
If our email is being blocked by your email provider, internet
service provider or inbox software you may not be able to receive our
reply to your support tickets. Please consider using an alternate
email address for JailATM.com.
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.
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.
Resident Transfers to Another Facility or is Released
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.
Your 'Account History' is a list of transactions you have made to fund your JailATM.com account for messaging or emails.
Sign in
Select My Account
Select Account History
Choose the date range
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.
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.
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.
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.
Click Search
Click the recipient from the list provided
Click Browse and Click the image from your computer that you would like to send.
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.
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.
Enter the follwing Issue Summary: "Reference Code: XYZZY"
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.
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.
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.
To Create a New Allowance:
Click the New button.
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.
Click Search.
A grid with the search results will appear. Click on the resident you want to create an allowance for.
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.
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.
Check the terms agreement box and click Save when you are satisfied with the allowance created.
You can edit or remove an existing allowance by clicking on it in the grid and either updating the fields or by clicking Remove.
Select the Deposit/Charge History option from the Tasks menu. The screen will display a grid that displays all Collect Commissary purchases and refunds.
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.
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.
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.
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.
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.
