JPay Customer Service Issues

Hello, I am attempting to reach a person via the [redacted]-number for jpay.com. I am currently residing in Germany and do not possess a US phone number. I have maintained a jpay account for a year now, but I require assistance from a representative. My girlfriend was previously located at Hobby Unit in Texas, then briefly relocated to Dallas County Jail, and now she is at Plane Unit in Texas. Unfortunately, I am unable to send emails or transfer funds to her through my account. I would greatly appreciate any help you can offer. Thank you, Andy

My son's tablet stopped working. He purchased a new one for $[redacted], which will take 45 days to arrive. However, we found out that a refurbished one is available for around $45. I would like to cancel the order for the new one and instead get the refurbished tablet. Please contact me at [redacted] to assist me with this process. Thank you. Susan Strauss Mother of Matthew J. Strauss (DOC # [redacted])

In September [redacted], I bought my son another Jpay Tablet. In less than three days, he encountered issues like the tablet not downloading previously purchased programs due to a faulty megabyte problem. Despite waiting for a solution from Jpay, he was eventually advised to conduct a "FLUSH," resulting in the loss of over [redacted] pictures and games he had paid for. The tablet is now missing a keyboard, making crackling sounds that lead to blackouts, among other problems. Jpay's response to his complaints was unsatisfactory, merely suggesting to use the kiosk. As a frustrated mother, I am requesting a refund close to $[redacted] and urging Jpay to address these persisting technical problems promptly. If not resolved, I will seek legal assistance, as I believe we have been patient with their subpar products and service. I anticipate a prompt and positive resolution. - Mother of inmate #[redacted] FLDOC

I scheduled video visits with my loved one in Ohio on 09/29 and 10/14, but the kiosk assigned by Jpay was in a different dorm, causing us to miss our visits without a refund. On 11/02, the video visit had poor reception, freezing and skipping, cutting our conversation short at 16 minutes into the first session out of the two I had booked. Additionally, for about six months, each video visit starts four minutes into the appointment time, resulting in a significant loss of time from my 30-minute slot. I've reached out to Jpay via email, Facebook, and Twitter regarding these issues, but have not received satisfactory customer service. Being located in the UK, I am unable to afford calling their helpline, which is frustrating.

Hello, I bought a tablet on March 1, [redacted], for my boyfriend who is currently at State Farm Correctional Center. His Inmate Number is [redacted], and his name is Randall S. Price. My Confirmation Number is [redacted]. He's having issues with the tablet he received through JPay. He's been unable to charge it or sync it, rendering it unusable. He's contacted JPay since August with no resolution. I kindly request your help in resolving this matter under warranty as he's only had the tablet for 5 months. I'm eager to receive an email update on the progress and hope he receives a replacement tablet. Thank you, Jessica Montgomery.

I have been trying to contact jpay customer service at 1-[redacted] for the past 5 days, but I continuously receive a message saying that all circuits are busy. Century Link, my telephone provider, has confirmed that my service is working fine, suggesting that the issue lies with jpay. A Century Link representative also attempted to call the same number and encountered the same "circuits are busy" message. Can you please look into this matter and provide a resolution? Your assistance in resolving this issue would be greatly appreciated.

During the Video Visit on 11/9/19 with my loved one, the screen kept freezing and jumping, making it impossible to have a proper conversation. This was a free session provided to compensate for a previous disrupted visit, which unfortunately occurs frequently. It is incredibly disappointing as we eagerly await our weekly conversations since I reside in the UK, making these moments precious. The unreliable connection adds unnecessary stress on top of the challenges my loved one faces daily in their facility. It seems like Jpay has not been attentive to these recurrent issues. Although I have raised multiple complaints over the past 21 months, this recent one was the first they acknowledged. It is evident that families heavily rely on their services to communicate with their loved ones, yet the quality is not up to par. While I am requesting reimbursement or another free session, what I truly desire is a dependable service without disruptions or technical glitches.

We purchased a tablet for our son almost three months ago. He received it about four weeks back, but unfortunately, the tablet never worked. We have contacted JPay multiple times. Initially, they informed us that the inmate needed to submit a work order, which he did. Despite JPay sending a link for the tablet reset, it still didn't work. After sending several emails without a response, I made several phone calls, one of which revealed that the officers should contact JPay, which they haven't done according to the prison. My son submitted another work order, but now JPay claims the tablet is out of warranty. How can it be out of warranty when it never functioned, and we've reported the issue since day one? We are unable to order another tablet as it shows he already owns one. We shouldn't have to purchase another tablet when the first one never worked. We hope for a prompt resolution this time. Thank you.

Someone has stolen my card number, resulting in the Xmas money I sent to my kids being sent to a criminal. I do not visit people in jail, send money, or accept phone calls from them. It is puzzling why my hard-earned money was sent to someone who is incarcerated. The state provides for their basic needs, and I refuse to make things easy for repeat offenders. Jail is meant to be inconvenient, not a comfortable place like a vacation resort.

About 30 minutes ago, I downloaded the JPay app. I usually access my email through the app with my stored email address and password. However, after downloading the app on my phone and entering my email address and password, it kept saying my password was incorrect. I tried multiple times, leading to my JPay email account being blocked. This is the main way I communicate with my son in prison. I tried calling the helpline, but I did not receive any assistance. Can someone help me unblock my JPay email account?

I am attempting to schedule a video visitation, but despite being on the inmate's contact list, the system is indicating that I am not registered. I have confirmed with the correctional institution that I am indeed on the list. As I reside in another country, the support line does not recognize my non-American number. I have tried multiple times to schedule the visit to no avail. I kindly request assistance in resolving this issue. Thank you. Inmate number: K74086 Inmate Name: Justin Wayne Norvell Facility: Walton Correctional Institution, FL

I encountered an issue trying to access my account. A message indicated that my account is locked, and I was directed to call [redacted] for assistance. I learned the lockout was due to not agreeing to the terms of service when purchasing stamps. To address this, I was directed to log in to JPay.com, agree to the terms, which should only take a minute or two. However, I can't access the page needed to send money without a registered account. This presents a dilemma as I already have an account that I can't access to rectify this issue. Any suggestions on how to proceed?

My loved one is incarcerated, and I bought a JPay tablet for him, but it broke last year. Despite him trying to get a replacement while under warranty, they never fixed it. I eventually bought a new one, which he just received today at 10 a.m., only to find out this tablet is also faulty. They are asking him to submit a ticket, but they never respond to them, and the warranty keeps expiring. I'm frustrated with spending money on tablets that don't work. I need assistance in getting another tablet, but I'm hesitant to invest more money into this issue.

I have been attempting to video chat for three months now, and it never seems to work. After spending 45 minutes on the phone to get a credit to try again, it still fails. I am frustrated because I get my hopes up to see him, and your system always disappoints. Tonight, while on jpay, I clicked on start visit, and it said the webpage cannot be found. When I called tech support, I waited on hold for 20 minutes, only to be informed that I have to call back at 8 pm. This poor customer service experience has left me extremely angry as I seem to have to go through this every time. It appears that you do not prioritize connecting families as much as you should.

Happy Holidays! In [redacted], I set up a Jpay account on the app, but I have never used it. I am unable to log in now, and trying to create a new account isn’t working because my email is already associated with the JP app. I don’t remember my password, so I requested a reset link, but I never received it. Can you please assist me with this issue? Here is the information: **The Inmate's Name**: Autumn S. Caldwell, **ID Number**: [redacted], **My Name**: Shannin Caldwell, **Phone Number**: [redacted], **Email**: [redacted] Your help is greatly appreciated!

A friend of my daughter asked me to make a storage payment. After providing my information over the phone, I realized it was for an inmate, which I wouldn't have agreed to. I don't know the inmate and do not want to be involved. The girl who misled me about the inmate service refunded my payment through Global Pay. I contacted your company, and they requested the phone number associated with my account, which is [redacted]. My name is Gregory Burchett, and I made the payment using a debit card ending in [redacted]. I would like a refund for the incorrect payment made under false pretenses.

Hello. I'm reaching out regarding a Florida parolee, Tisha Ruman. I wanted to inform you that her court fines were paid on 11/15, and the J-pay was postmarked and received by 11/16. The J-pay money orders were cashed on 12/5/19. Tisha was apprehended on a warrant in Van Wert, Ohio, on 12/13/[redacted] and is currently being processed for extradition back to Florida. Despite all her obligations being settled, there seems to be a significant miscommunication on Florida's part regarding the warrant. Tisha is at risk of losing her job due to her current incarceration. It would be greatly appreciated if you could email me or call to address this issue promptly. Best regards, Joshua Hernandez (fiance of Tisha Ruman)

I am inquiring about my husband's lost tablet. It was supposed to be sent to him but he never received it. I had reached out to support via email previously but did not receive a response regarding the matter. It has been approximately two months of trying to locate the tablet. I have a tracking number for when it was supposedly mailed out. Lake Butler RMC West has confirmed they do not have it. I have been attempting to contact Dade Correctional Institution without success. Last week, they mentioned they were undergoing training. I am now seeking information on whether the tablet was returned or where it was last sent. Thank you.

I purchased a tablet for a family member, but it has been transferred twice. After contacting JPay, they advised me to reach out to the previous facility for assistance in sending it to him. Upon doing so, I was informed that JPay had misplaced two tablets at the warehouse. I am now unsure if his tablet is at the new facility or if it's among the lost items at the warehouse. His DC number is V51729, and his name is Keshawn Johnson. Your help in clarifying this matter would be greatly appreciated.

I'm having trouble logging in and connecting to the server. Despite having good internet, the issue persists. I've contacted support three times today, and they advised me to wait three hours, but the problem remains. I'm unsure if my account is blocked or if it's a system problem with JPay. I'm eager to message my incarcerated girlfriend and would appreciate it if the problem could be resolved promptly.