JPay Customer FAQ

If the inmate hasn't received the money, it could be due to a few possibilities. First, there might be a delay in the transfer; funds typically appear in the inmate's account within 1-2 business days, but it can sometimes take longer. Secondly, there could be an issue with the inmate's account. Often, facilities review the transactions before applying them to the inmate's account. Lastly, it's also possible that there was a problem with the transaction process itself. If the inmate hasn't received the funds after a reasonable amount of time, it's recommended to check the transaction status in the JPay account. If the status is not clear or the funds are still not received, one should reach out to JPay for further assistance. Please remember that contact information for JPay is located right here on this page.

We're sorry to hear you're having trouble with your JPay service. Sometimes, technical issues or potential maintenance could cause delays in receiving your JPay messages or notifications. If your scheduled video visit isn't showing up in your JPay account, first, double-check the date and time of your scheduled visit. If the issue continues, you might try logging out of your account and logging back in. Sometimes, this simple step can resolve minor glitches. It's also important to ensure that your device is connected to a steady internet connection, as connectivity issues might affect your JPay services. If the problem persists, consult the troubleshooting tips available on this page or you might need to raise your issue with JPay support which you can find the link to on this screen.

We're sorry to hear about this issue. In case of a failed deposit, the funds should automatically be refunded to the original payment source within a few business days. If it's been longer than this and you haven't received your refund, it's possible that there's been a delay. In such cases, we recommend checking both your bank account and the inmate's trust account again. If the funds are still missing, please contact your bank and check if they've any information about the transaction. We're unable to resolve individual account issues, but they should be able to assist you further.

We're sorry to hear you're having difficulties making a payment on JPay. To process a payment successfully, make sure you have entered the payment information correctly. Also, ensure your financial institution hasn't declined the transaction due to lack of funds or for security reasons. If the problem persists, you might want to try another payment method if available. If all these options have been explored and you're still experiencing problems, it may be a technical issue from JPay's end, which they would typically resolve as soon as possible.

It's possible that the facility has updated or changed their policies and now requires your legal name to match the one listed in your JPay account. If that's the case, you may need to update your JPay profile to list your legal name instead of your nickname. Keep in mind that any changes made to your account must also match your form of payment. If you're still having problems, it's recommended to check for any notifications about changes to the service or reach out to JPay for help rectifying this issue.