JPay Customer Service Issues

I recently noticed a charge of $48.99 from J Pay on my account from October 24th, [redacted]. I did not authorize this transaction and want my money refunded and my account with J Pay closed. Additionally, I have an upcoming phone bill set for automatic payment today, and if the money is not returned, my service will be disrupted. The remaining balance on my card is needed to cover my bills, especially my phone bill. Please refund the money as soon as possible since I did not agree to any charges from J Pay. The fees associated with using the service are too high for me, and I did not give permission for any transactions. I have already informed my bank about this unauthorized charge. Kindly process the refund promptly.

My son ordered a JPay tablet over a month ago. He provided me with the tracking and order numbers and requested me to track it as he lacks access. I contacted JPay, but the representative was unhelpful, stating they were not involved. I then reached out to the prison's mailing room where my son is located. I was informed that all we can do is wait, as even inmates who ordered in June are still waiting for their tablets. The mailing room staff mentioned that the latest shipment from JPay contained only batteries and cords, no tablets. Now we are left clueless, unable to track the tablet we paid for. It's frustrating to have these numbers and be unable to use them to locate the tablet.

I'm having trouble accessing my account as it was set up with my old phone and email, [redacted] I've since switched to a new phone and email, [redacted], and cannot remember the JPay or old email password. I'd appreciate guidance on setting a new password as I can't access my old email to do so. Additionally, I have already bought stamps on the account. Thank you for any assistance you can provide.

Hello, I am reaching out on behalf of my sister who is currently facing challenges at Fluvanna Correctional Facility, Pod 6B in Virginia. The kiosk has been non-functional since last Monday, which has created significant communication issues for her. Unfortunately, this is not the first time this has happened, as the kiosk was out of order for over a month previously. Despite her informing the facility, no trouble ticket has been submitted. I have tried to locate a contact number to address this situation promptly. Any assistance in resetting or activating the kiosk would be greatly appreciated. Thank you for your help.

Buena tarde. Tengo problemas al intentar grabar las llamadas con mi hijo. Cuando presiono #1 para aceptar, el sistema me marca como ocupado y no me permite empezar la conversación. Ayer estuve en espera en el centro de llamadas durante 3 horas sin recibir respuesta. Al intentar nuevamente, me encontré con el mismo problema. Necesito que se solucione para poder comunicarme con mi hijo.

I can receive emails but am unable to reply. The system states that inmate emails are not enabled, and my contact list has been deleted. I cannot access my contacts or find inmates in the search function. The date on my biweekly recurring payments has been changed. I have attempted to fix this by deleting the app and resetting my phone multiple times. Strangely, my daughter's JPay app on her phone works for the same person. I have contacted JPay multiple times via phone and email but have been unable to reach anyone for assistance. Please help me resolve this issue so I can send emails. Although I can receive emails from the inmate, the submit button on the site does not allow me to send emails anymore. Thank you.

I am Greg Lafler, the property room officer at Ionia Correctional Facility in Ionia, MI. We have not received any JP5s in quite some time. There are rumors circulating about the status of the company, with some saying it has gone out of business and others mentioning delays. Please provide clarity on the situation so I can address inquiries accurately. You can reach me via email at [redacted] Thank you.

I recently forgot my password for JPay and followed the steps to reset it. After receiving the password change link in my email, I attempted to change my password as instructed. However, upon clicking the link, it did not work. I checked my email settings and verified that there were no issues on my end preventing the link from being sent or received. This leads me to believe that there may be a problem on JPay's end with accepting or processing the password change request. My email address associated with my JPay account is [redacted] Though I don't recall changing my password recently, I was unable to access my account and therefore tried to reset the password without success.

I am an attorney representing an inmate in Georgia. Over the past two years, my client has contacted JPay multiple times regarding synchronizing his JP5 device. The device is fully functional but lacks the sync feature. Despite my client's repeated requests, JPay has insisted on purchasing a new device, which is unnecessary. My client is being denied the ability to use his device due to the lack of sync option on his account. I am requesting that the sync feature be added to his account to avoid legal action for extortion and denial of purchased media. If this matter is not addressed promptly, we will pursue a class action lawsuit. Thank you for your attention. -Tom McDonald, Inmate #[redacted]GDC, Jimmy Autry Prison, Pelham, GA [redacted].

I have been using the JPay app on my phone to regularly send stamps and money to my granddaughter, April C. #[redacted]. Recently, I got a new debit card and have been unable to update my payment method on the app. It keeps saying that my address is incorrect, even though I know it's not. When I reached out to the toll-free number, the automated system seemed to think I was looking for someone else. I really need to talk to a real person to fix this issue and continue sending funds to my granddaughter. Thank you.

I'm currently attempting to send money to my son at MacDougal Correctional Facility through Walmart Money Services. I live in Chattanooga, Tennessee, while the facility is in Ridgeville, South Carolina. To complete the transfer, they require a 4-digit institution code. My son provided me with the Site ID # [redacted], but Walmart Money Services informed me this is not the correct format. I proposed adding a zero before the [redacted] but they declined to assist without the proper 4-digit code. Could someone please provide me with the 4-digit codes for MacDougal Correctional Institution and Trenton Correctional Institution? I have two loved ones in South Carolina correctional facilities, and I am facing difficulties with online transactions due to a stolen wallet incident. I just need the correct ID codes to use Jpay through Walmart for these institutions, as both individuals provided me with the same ID number, [redacted]. I would appreciate any assistance with this matter.

I've been unable to log in to Jpay for several weeks now and keep receiving a message about the network being blocked. Despite Jpay sending an email assuring me it would be fixed last week, the issue remains unresolved. I came across a website where others from Europe are experiencing the same problem. One user mentioned that Jpay might have blocked access from Europe for an unknown reason. They recommended using a VPN service like Tunnelbear. I followed their advice and can now log in after nearly two months of being locked out. It's concerning why Jpay has blocked Europe access. I've been using Jpay since its launch without any issues, and I hope they resolve this matter soon!

I have been using JPay for several years without any issues. I successfully set up my account by adding the inmate's name, KDOC, and their number. After completing registration, I tried to purchase stamps to send a message. However, the only option available was "Send money" on the menu. I couldn't find the email tab. I checked Lansing CF services on JPay and also found only the "Send money" tab. Is the email service no longer available as suggested by the information provided? I remember there always being an email tab on the menu bar in the past.

My probation officer advised me to cancel my JPay account. Initially, I set up a $[redacted].00 monthly payment to split between my probation fees and fines, but was informed all funds went toward fees. Now, I'm required to arrange a payment plan with Prentiss Co., even though I've stayed ahead on fees. The misunderstanding may lead them to believe I'm neglecting fines, which isn't the case. All I want is for JPay to cancel my account. I've uninstalled the app, thinking it would stop the recurring payments that my officer recommended to catch up on dues. Despite following his guidance, he changed his stance and criticized my approach. I attempted to pay with money orders, but he insisted on JPay, only contradicting himself later. The discrepancies in my sentence and additional fines were unexpected post-release, leaving me bewildered about the legal system in Mississippi versus Illinois. The disparities in sentencing and fees feel unjust, highlighting the flaws in the system.

My significant other is currently located at Midstate Correctional, and he bought a laptop during his time at Elmira Correctional. His name is Joseph Fassett, with DIN 20B0399. The laptop he purchased seems to be having technical issues as it powers up but doesn't allow him to do anything, including accessing jpay. He mentioned that the laptop displays a wifi emblem unlike others there and is not syncing. Despite reaching out to jpay through messages and calls multiple times over the past month, the problem remains unresolved, causing him to be unable to communicate with family members. I'm hoping for a prompt resolution to this matter to ensure he can use the laptop properly or will need to escalate the concern further.

My son's tablet experienced a battery pack explosion, and a CenturyLink representative visited on May 3, [redacted], to document the device. Despite assurance of a replacement, a 2-month wait is unacceptable given the safety risk and previous payment. Communication is crucial for our family, especially with sick relatives reliant on it. Prompt resolution is essential as our family members eagerly anticipate their daily conversations. Contacting customer service has been challenging, but I will persist until a resolution is reached. My son, Cody E. Ford #[redacted] at IDOC IMSI, is eagerly waiting for the replacement. I am Cresta Bills; you can reach me at [redacted] for further assistance.

My loved one is currently incarcerated at Muskegon Correctional Facility in Michigan. The JPay player he has no longer holds a charge and requires constant connection to the kiosk to function, which defeats its purpose. Over the past 3-4 months, we have been attempting to obtain a replacement player or purchase one of the newer models without success. Despite submitting multiple ticket requests, my loved one has not received any assistance from JPay. The standard responses he receives are unhelpful, and he lacks the option to buy a new player himself, while other inmates in his unit have this choice. I have contacted customer service numerous times, but the representatives were not knowledgeable or able to provide guidance. I am seeking assistance in acquiring a replacement player, preferably a newer model, to address this ongoing issue effectively. Any help in escalating this matter or initiating the resolution process would be greatly appreciated.

I ordered a tablet on April 14th, and as of June 5th, I still haven't received it. Upon tracking the package, I discovered it was delivered to the prison on April 29th. The prison shared that they are holding off on distributing the tablets to inmates until the accessories arrive. I reached out to the company regarding the missing accessories on May 17th, but have not received a response as of June 5th. It seems that the inmates can't use the tablets without the headphones and chargers, even though they already have similar items. It's frustrating to have spent $[redacted] on a tablet that might not be used until after my fiancé is released from prison.

Hello, I am seeking help with JPay. I have two questions: 1. I am encountering an access issue with the JPay site; it appears to be blocked. This is a new problem as I have had access for years. Why has this changed? I have tried using an unblock site to access it. 2. I need to update my credit/debit card expiry date on my account. The Account information still displays the old expiry date, which has now been extended to [redacted]. I am unable to do it in the Account settings as advised, and I am informed that I need to update during a transaction like purchasing stamps or sending money. However, I am unable to find the option to update my card details during a transaction. How can I proceed with both issues? Thank you in advance for your assistance. Sincerely, A.

Hello, I need assistance with Jpay. I have two questions: 1. I am unable to access the Jpay site as it appears to be blocked. This is a new issue for me as I have not encountered any problems for years. When I try to access it through an unblock site, I face the same issue. 2. I need to update my credit/debit card expiry date on my account as it currently shows an old expiry date. It is now updated to [redacted] and valid. The Account settings mention that this can only be done during a transaction like purchasing stamps or sending money. However, I do not see an option to update my card details during a transaction process. Can you assist me in resolving these issues or guide me on how to proceed? Thank you for your help! Regards, A.