JPay Customer Service Issues

I have been sending my nephew in prison money for years through Jpay. They already charge a high fee to put money on his account. Lately, Jpay started charging me a cash advance fee through my bank on top of their regular fee. My bank mentioned it's due to how they processed the payment and suggested they could do it differently. However, they charged me another cash advance fee again. I would like them to revert to their previous processing method. I am unsure if this is a processing error or a new way for them to increase their earnings.

When trying to have a Jpay visit on my Windows laptop, I keep encountering an issue where both parties see a message saying "waiting for the other party to join" even though we have both already joined. This problem persists without completing the visit. I have reached out to Jpay support, but they have not been able to provide a solution other than crediting the visit. I have attempted the visit on multiple devices, including my desktop and two laptops, all of which have passed the necessary tests. Has anyone else experienced this issue and found a way to resolve it?

I accidentally damaged my iPhone and am currently using an old LG phone that does not support downloading the JPay app. I've been trying to access my email through the internet browser but due to glitches and multiple login attempts, my account has become restricted. When I contacted customer service, I could only reach an automated system mentioning credit card transactions, which I have never done. I have been using this account to email my loved one for about four years now and would appreciate any assistance in restoring access to it.

I purchased a JPay tablet/player for my fiancé back in January [redacted]. Since then, he has been transferred from Yardville State Prison in Chesterfield, NJ, to South Woods State Prison in Bridgeton, NJ more than two months ago. Despite multiple attempts to update his information with JPay through emails and phone calls, their system still shows him located in Chesterfield. The inmate has also reached out and received a response that his tablet is on its way, which is not possible since the system is not updated. This situation is extremely frustrating for me, and I can only imagine how the inmate must feel. Your assistance with this matter would be greatly appreciated.

I am having issues creating an account on JPay Media to support my brother with credits for emails during his incarceration. While signing up, I discovered that I had an existing account from my time in Florida from 2[redacted], which a friend helped set up. Unfortunately, I cannot recall all the details she used. I attempted to modify the information to access my account, but now I can't remember the changes made. I am not tech-savvy and require guidance to resolve this. Kindly assist me in recovering access to my account. If possible, please contact me at [redacted] to provide step-by-step instructions. Thank you for your assistance. - Mike O.

I have been unable to send messages to Jeremy Hughes since Thursday, May 12th. When I try, I receive an error message saying I cannot message this contact at this time. I contacted customer service and was informed that it might be due to Jeremy being shifted around the facility. However, Jeremy is not being moved but is actually going to be released on Monday. The facility mentioned that communication should be allowed until release, as it's crucial for individuals to inform their loved ones about their readiness to be picked up. Therefore, I kindly request that JPay be reactivated for Jeremy Hughes on my account until his release date. The facility confirmed they did not request to disable the communication system for Jeremy. Please ensure Jeremy can use JPay to communicate during this critical time. Thank you.

The services provided by JPay for my loved one have been discontinued due to his movement within the facility according to JPay. However, he is not being moved according to the facility's staff, and they have not requested to close his services. As he is set to be released shortly, communication is crucial during this anxious time. It is important to have the ability to message for coordinating visits to the facility. While he is still able to message but unable to receive or send messages, other inmates can communicate until the last minute. The service should remain available until he is no longer in the facility.

On 5/14, $[redacted] was deposited into my husband's JPay account. He is incarcerated at Lake Butler prison in Florida. As soon as the money was deposited, $[redacted] was deducted from his account for a civil suit he has. He has a court-appointed lawyer, and he is indigent. I am confused as to why his money was taken for a retrial motion filing fee. If he could afford it, he wouldn't have a court-appointed lawyer. I want to know where the money went and why it was deducted.

I bought a JPay tablet over a year ago on June 11, [redacted], and my loved one has still not received it. Despite numerous calls, I have only been told it's being escalated. I feel frustrated and that my money was taken without receiving the product. Unfortunately, the product is no longer allowed at the facility, making things even more challenging. I am unable to reach them now as I can't remember the phone number it was registered under for the automated system. I need this issue resolved promptly as this feels like theft, and I am willing to seek assistance elsewhere if needed.

I purchased a tablet for my fiance at Pickaway Correctional on June 11, [redacted]. I have called numerous times but have not received a useful response besides being told they will escalate the issue. Now I'm here and still haven't been informed about what JPay can do to resolve this. Can I please get a refund? I'm frustrated because the product I paid for over a year ago hasn't been delivered. Calling hasn't been effective, so I advise others not to buy anything from this company. Thank you.

Good evening, I completed the online background application for both my husband and myself. My application and payment of $25.95 was successful, and I received a confirmation number for it. However, when I tried to submit the payment for my husband's application, it did not go through and instructed me to try later. Despite attempting multiple times, I was unsuccessful, prompting me to call for assistance, but I received no answer. Surprisingly, our credit card company notified me of six transactions charged at $25.95 each instead of the expected two transactions - one for my husband and one for myself. I would appreciate any help you can provide with sorting out this issue. Thank you.

My fiancé is currently in prison and is looking to obtain a JP6 tablet. Previously, he had a JP5 while incarcerated but has since been released and no longer has the JP5 device. He now needs the JP5 to be discontinued or unactivated so that he can receive a JP6. He has been in prison for 2 years now without access to his tablet. Please assist in resolving this issue. Thank you. Tracy B., Offender ID: [redacted], Location: Lunenburg Correctional Facility. Appreciate any help with this matter. Evangelina R.

To whom it may concern, There are serious concerns regarding the service provided by your team. Attempts to reach out via phone have been unsuccessful. The lack of response is disheartening, particularly when dealing with important matters concerning loved ones. Remember that accountability is essential, both ethically and spiritually. In the end, material wealth is inconsequential. It is upsetting to see individuals struggle while facing obstacles. The actions of your representatives reflect poorly on the organization. Kindness and compassion should guide interactions. May reflection lead to positive changes within your team. Remember to treat others with understanding and respect. Sincerely, A concerned customer

When attempting to send money with my Visa credit card, I receive an error stating that my security code, [redacted], is invalid. It seems your company is the only one that encounters this issue. Using a different card incurs a service fee of $10.00 plus an $8.00 interest charge until the $[redacted] is paid. I always pay my bill in full each month to avoid accumulating more interest. In addition to this, your company charges $12.50, adding to the fees. As a senior widow on a fixed income, I find these extra costs burdensome. I kindly request that you verify with Visa if the security code is correct promptly as my brother urgently requires the funds. Virginia C. A. [redacted] Scott Circle Jacksonville, FL [redacted] Phone: [redacted]

I was previously incarcerated in Florida until 8/18/[redacted]. Following my release, I complied with the requirement to return my tablet. However, I have not received my music, games, emails, or other digital content that was stored on the device. My current address is now [redacted] Continental Blvd, Orlando, FL [redacted]. While I understand that the tablet itself is not mine, I believe all the digital content on it, especially the items I purchased, should be returned to me. I am prepared to take legal action if necessary to recover this content.

When attempting to create my new Jpay account and selecting my brother, Inmate #[redacted] Johnathan L. Thein in AZ DOC, the system shows "inmate blocked." I have been trying to set up for weeks but unable to speak to a representative for assistance. I suspect the issue might be with his name being misspelled as "TheiM" when he was transferred from jail. It is causing the system to prevent his account activation. I urgently need this resolved to send him money. Thank you for your help. If needed, please contact me directly at [redacted]. Jeannie L. Thein

I need to reset my email password. I entered my email address to reset it, but I never receive the password reset link in my email. I have contacted customer support at Jaypal, but when I input my zip code, it does not match. This is frustrating, especially when I am trying to send money to my incarcerated son. How can this issue be resolved?