Help

• General
  • What is JPay?
    JPay is a private company that partners with state, county, and federal correctional facilities across the country to provide safe, reliable, and convenient services for family and friends of incarcerated individuals and payment solutions for offenders, parolees, and probationers. JPay prides itself on providing excellent customer service and delivering relevant products and services to a broad range of facilities.
  • What does JPay do for friends and families of those incarcerated?
    We offer the ability to send money to an incarcerated’s trust account online, in person, and via live telephone agents. In many states and facilities, we also provide JPay eMessaging to send electronic letters and Video Connect to participate in a video session with an incarcerated individual. In addition, we have a media department who makes it possible for an incarcerated person to own an MP3 player and enjoy millions of media content titles.
  • What does JPay do for parolees and probationers?
    JPay facilitates the various payments parolees and probationers need to make to their supervising agencies. These payments can include restitution, supervision fees, drug testing fees, and court costs, among others. Secure payments can be made through the JPay.com website using a credit or debit card. Post-incarceration offenders can also manage their release card, the MasterCard-branded JPay Progress Card.
  • How do I open an account?
    Opening an account with JPay is simple. Just go in to JPay.com and follow these steps:

    • Enter a valid incarcerated ID
    • Select the correct incarcerated individual from the list you will be provided
    • Provide us with your email and password
    • Enter your billing information as it appears on your card statement
  • Is there a different process for opening an account as an offender, parolee or probationer?
    We ask you for slightly different information in order to start making payments, including:

    • Case number, court number or incarcerated individual ID
    • Phone number
    • Date of Birth

    Once you have filled out this information, you will be prompted to confirm your offender name. Then you enter your email address, create a password, and provide your billing information, and you’re ready to make payments!
  • What information do I need to open an account?
    To open an account at JPay.com we need the following:

    • A valid case number, court number or the incarcerated's ID
    • The name of the agency to which you will be sending payments
    • A valid email address
    • Your telephone number
    • Your billing information
    • Your correct billing address
  • What information do I need to open an account as an offender, parolee or probationer?
    To open an account at JPay.com we need the following:

    • A valid case number, court number or the incarcerated's ID
    • The name of the agency to which you will be sending payments
    • A valid email address
    • Your telephone number
    • Your billing information
    • Your correct billing address
  • How do I search for an incarcerated individual within your system?
    Our system is designed to make the search process easy. Every page on the JPay.com website has a box where you can enter a valid ID of the incarcerated, which will search the system for possible matches. If multiple matches are found, you will be able to select the right individual from the list. Once you have registered and created an account with JPay, you can also add and delete individuals as you find necessary.
  • Why did my search for offender, parolee and probationer records yield no results?
    There are three possible reasons you would get no search results. The most common is that you may have entered incorrect information; double check that all of the information you have provided is correct and up-to-date. If you continue to get no results, your agency may not accept payments through JPay. It is also possible that the offender information is not yet updated in the agency’s system.
  • Why can’t I choose an incarcerated individual's specific location?
    If you are opening an account and the system does not allows you to select a location, it is because either a) we do not service that location, b) the individual was transferred or released, or c) you have chosen the wrong individual. Please verify your incarcerated individual's information and make sure the details are correct.
  • Why can’t I find the agency I need to send my offender payments to?
    If you cannot find your agency under "Availability & Pricing," that agency does not accept payments through JPay.
  • What happens if I don’t have some of the information needed?
    Our system is designed to get all the information we need in order to provide you with fast and reliable service. However, if you are missing information on the incarcerated individual, contact the facility where this individual is located and request further details. If you are missing or unsure about billing information, please call your bank.
  • Is your website secure?
    Our website and the systems used to process payments comply with industry standards. Our systems are PCI (Payment Card Industry) compliant, which means they have passed the most rigorous security tests currently available. At JPay we are committed to provide our customers and clients with state of the art technology and security so you can conduct transactions with confidence
  • How do I know where my incarcerated friend or loved one is located?
    You can get this information either by talking to the individual, by looking on the outside of an envelope that the he or she has previously sent, by calling the facility, or by checking online for public offender records.
  • What happens if I forget my password?
    We will be more than happy to reset your password. Click on the "Forgot Password" link on your login page and follow the prompts. Alternatively, you can contact customer service directly using the Customer Contact Form. Please include your username, email address, and phone number in your message.
  • Will my information be accessible to the incarcerated individual?
    No, your information is kept private. However, some of our products – like eMessaging, Video Connect and Videograms – are delivered to the incarcerated with your name included.
  • Is JPay available internationally?
    Even though we only serve incarcerated individuals and offenders in correctional agencies within the United States, we do provide our entire range of services to those customers who are outside the country but know someone incarcerated in a participating US facility.
• Billing
  • What payment methods do you accept?
    At JPay we accept Visa, MasterCard, Discover and cash.
  • Do you accept debit cards?
    Yes, we accept debit cards, gift cards, check cards and pre paid cards as long as they have the Visa, MasterCard or Discover logo on them and they are registered to a valid US or international address.
  • Do you accept gift card or prepaid cards?
    Yes, we accept debit cards, gift cards, check cards and pre paid cards as long as they have the Visa, MasterCard or Discover logo on them and they are registered to a valid US or international address.
  • Is my credit card information secure on your site?
    Our website and the systems used to process payments comply with industry standards. Our systems are PCI (Payment Card Industry) compliant, which means they have passed the most rigorous security tests currently available. As part of this compliance, JPay uses a technique called tokenization, which eliminates the need to store credit card numbers on our site.
  • What is a card validation code or CVV?
    A card validation code, also known as a CVV or CVV2 code, is a 3 digit code located inside a white box on the right side of the back of your card, usually in or near the signature strip.
  • I received a new card from my bank and my transaction won’t go through
    If you would like to add a new card to your account or update an existing card, you can only do so when you’re making a new purchase. To remove an old card, you can do so under the Payments Section. Contact our customer support team by using the online Customer Contact form. Be sure to select "Billing and Payments" as your subject line, and include a detailed description of your service issue in your message. You can also speak to a live agent anytime by calling JPay customer service at 1 (800) 574-JPAY.
  • When will my account be debited if I pay using my debit card?
    Once you submit a payment or make a purchase, we confirm your address and identity with the bank, and then charge your card. Depending on circumstances, this can sometimes take our system a little while, but never more than 24 hours. If you believe we have not charged your card within this period, please call customer service so we can check on the transaction for you.
  • Can I use multiple credit cards?
    You can only use one card per transaction. However, we do allow you to have multiple cards on your account so you can manage your finances better and decide which card to use for which transaction.
  • Why won’t my payment go through?
    The most common reason for transaction failure is a mismatch between the payment information you’ve provided to JPay and the information your bank has on file. Be sure to check the information closely and enter your name, address and other information EXACTLY as it appears on your bank statement. Other possible reasons a payment won’t go through might be that you are attempting to send more funds than your incarcerated individual’s state or facility allow, or if you have sent more than 3 transactions within a short period of time.
  • How can I delete or change my credit card information?
    Log into your JPay.com account and click on "My Account", then "Payment Methods", then either "EDIT" or "DELETE". You can also contact our customer support team by using the online Customer Contact form. Be sure to select "Billing and Payments" as your subject line.
  • Does JPay accept cash?
    Yes, we accept cash payments at the JPay lobby kiosks located at your incarcerated individual’s correctional facility, and also at any MoneyGram location. To find the closest location to you, visit www.moneygram.com
  • Why are there 2 charges from JPay the same day?
    Unless you’ve sent 2 transactions or made multiple purchases from our website on the same day, there is no reason for us to charge you twice in a day. Keep in mind, however, that if the billing address you’ve provided is invalid or different from what the bank has on file, the system will generate an "Authorization Hold" on your card account. Call our live agents so we can ask the bank to release these funds back in to your account.
  • What are the fees when using your services?
    Our fees and prices depend upon the correctional agency or facility and upon the method of payment used. For instance, fees on payments made online through jpay.com are lower than those on payments made by calling our live support agents. For a list of prices and availability, visit www.jpay.com and click on "Availability & Pricing".
  • Are there additional fees besides the JPay fee?
    No.
• Help by Products
  • Send Money
    • What is Send Money?
      Send Money is a JPay service that lets the friends and family transfer money directly into an incarcerated's trust account. This service also allows offenders, parolees, and probationers to make their community corrections payments. JPay’s Send Money service is a fast and reliable way to transfer funds and make payments to corrections facilities and agencies in 35 states across the country.
    • How do I send money to an incarcerated individual through JPay?
      To send money to an incarcerated individual, you first need to open a free account with JPay.com. Once you’ve registered, click on the "Send Money" link, select the incarcerated individual you would like to send money to, select the card you would like us to charge, and confirm your information. We’ll take it from there! You can also call a live agent to help you through the process. Be aware that the fees for sending money online are lower than over the phone.
    • How do I make a community correction payment through JPay?
      To make a payment, you first need to open a free account with JPay.com. Once you’ve registered, click on the "Send Money" tab, select the type of payment and agency, select the card you would like us to charge, and confirm your information. You can also call a live agent to help you through the process. Be aware that the fees for sending money online are lower than over the phone.
    • How can I send money or make a payment by phone?
      You can send money over the phone by talking to a JPay representative. Call 1 800 574 JPay (5729) and we will be happy to assist you.
    • Can I send money to more than one individual?
      Yes. You can have multiple incarcerated individuals associated with your JPay account.
    • What is a transfer category?
      Transfer categories are only available in some states. These states have different accounts for "spendable" funds (a commissary account, for instance) and dedicated funds for specific purposes ("Medical", "Dental" and "Travel" are common). In those states where it is available, you can select which account to send money to by choosing a transfer category.
    • What is a payment category?
      Many offenders have multiple types of payments to make. You can designate what kind of payment you are making by selecting a payment category.
    • What is a commissary or spendable account?
      Incarcerated individuals are not allowed to handle cash directly, so any funds sent to them while they are incarcerated are generally placed in a commissary or spendable account. This account is similar to a bank account, and allows an individual to buy products and services from the facility commissary.
    • What is the Transaction ID or confirmation number?
      Once your transaction is processed, JPay will provide you with a unique transfer ID/Confirmation number. Please make sure you write it down for further reference.
    • My transaction said it will be processed at a later time. Why?
      In rare instances, your credit card and our payment processor have trouble communicating. When this happens, our system waits and tries to process your payment a little later. If you see this message, DO NOT attempt to process a second payment as your card may be charged twice.
    • When will the incarcerated individual receive the funds I’ve sent?
      JPay’s money transfer service is recognized in the correctional industry for providing a fast and reliable means of transferring funds. JPay generally transmits payments within one to two business days, with the exception of lockbox money order payments, which are generally processed within ten business days of receipt of the money order by JPay. While JPay will process payments within these time frames, the correctional institution may take additional time in posting those payments to the individual's trust account.
    • When will the agency receive my community corrections payment
      Community corrections payment availability varies according to each agency and depositor verification.
    • How do I check on the status of my payment?
      You can log on to your JPay account and see the status of your transaction anytime by clicking on "Send Money" then on "Transfer History" The status will appear to the right of the transaction.
    • How do I cancel a transaction?
      Locate the transaction you wish to cancel in "Transaction History" and click "Cancel". If you do not see a "Cancel" button, the funds have already been sent, and can no longer be cancelled.
    • How can I send money or make a payment using cash?
      You can send money or make a payment using cash by visiting any MoneyGram location worldwide. Ask the representative for instructions on how to send money to an incarcerated individual or make a payment through JPay. JPay lobby kiosks also accept cash.
    • Do I get a receipt?
      Yes, by sending money using cash you will be provided with a receipt of your transaction.
    • Can I get a document with all the transactions I’ve sent?
      Yes. Please submit a written request using the online Customer Contact form.
    • Do I have to go through this process every time I need to send money or make a payment?
      No. You can set up recurring payments through your JPay.com account. You can determine how much you’d like to send, to whom, and with what frequency by clicking on "Recurring Payments" on the Money Transfer screen and following the prompts. A live customer service agent can also set up recurring payments for you.
  • Make a Payment
    • What is Make a Payment?
      JPay’s "Make a Payment" service is for parolees, probationers, or offenders who need to make community correction payments to their supervising agency. These payments can include restitution, supervision fees, drug testing fees, and court costs, among others.
    • How do I make a payment through JPay?
      To make a payment, you first need to open a free account with JPay.com. Once you’ve registered, click on the "Make a Payment" tab, select the type of payment and agency, select the card you would like us to charge, and confirm your information. You can also call a live agent to help you through the process, but remember that the fees for making payments online are lower than over the phone.
    • How can I make a payment by phone?
      You can make a payment over the phone by talking to a JPay representative. Call 1 800 574 JPay (5729) and we will be happy to assist you.
    • What is a payment category?
      Many offenders have multiple types of payments to make. You can designate what kind of payment you are making by selecting a payment category.
    • Can I "Check In" with my agency through JPay?
      Not yet, but we are hoping to introduce a check-in service in the near future.
  • Email
    • How does Email work?
      JPay’s Email service provides a way for friends and family to write electronic letters to an incarcerated loved one. Most incarcerated individuals receive their email within 24 to 48 hours, and many can respond electronically as well. Because incarcerated individuals do not have access to the internet, JPay’s email service works a little differently than your email program at home. Individuals receive their email according to a schedule set by their facility, and emails are subject to the same rules that apply to traditional mail.
    • What do I need to have in order to write an Email to an incarcerated individual?
      To send or receive Emails you need a JPay.com account, a computer with internet access and virtual JPay stamps.
    • What are JPay Stamps?
      Like regular postage stamps, every Email you send requires a JPay stamp. The longer the Email, the more stamps you will need to successfully send it. Attachments, photos and VideoGrams also require stamps to be sent.
    • How much does it cost to send an Email?
      One virtual JPay stamp will let you type up to 6000 characters, which is the equivalent of about 6 pages of handwriting. The cost of stamps varies according to the facility; some facilities offer stamp subscriptions. Stamp prices can be viewed by going to JPay.com and clicking on "Availability & Pricing."
    • Do stamps expire?
      Stamps only expire in selected states. Please go to JPay.com and click on "Availability & Pricing" for details on Email services at your facility.
    • How do I write an Email to an incarcerated individual?
      You can send an Email by following these 3 simple steps:

      1. Open a JPay.com account
      2. Purchase stamps
      3. Click on the "Email" tab and follow the prompts
    • Why can’t I see the Emails tab on my account?
      If you don’t see the Email tab once you’ve logged into your JPay.com account, it is usually due to the following:

      1. The agency your loved one is located at does not offer Email
      2. The individual has been transferred
      3. You selected the wrong incarcerated individual when setting up your JPay.com account
      4. The incarcerated individual has been prohibited from send/receiving Emails by the facility staff
    • How can I get a detailed history of my stamp purchases?
      A list of prior stamp purchases can be viewed by clicking "Purchase History" under the eMessaging tab on JPay.com. You can also submit a written request using the online Customer Contact Form.
    • Can I attach a photo?
      Depending on the agency, for the price of one extra stamp you will be able to attach a photo to your Email
    • What files type can I attach?
      The following files can be attached to an Email:

      • JPEG
      • PNG
      • GIF
    • How does the  incarcerated individual read the Email I sent?
      With very few exceptions, incarcerated individual read and reply to your Emails via the JPay Kiosks conveniently located inside their living units.
    • Why is my incarcerated individual receiving the photo I’ve attached too small/large?
      We deliver the content exactly as it was provided to us. If the photo is too small or too large, please use a photo editor before you attach it to your Email.
    • Can an incarcerated individual write me back?
      Yes, except for those incarcerated in the state of Texas.
    • How do I know if I received an Email from an incarcerated individual ?
      You will get a notification on your JPay.com account that you have received Emails.
  • Video Visitation                                          
    • What is a JPay Video Connect?
      A video session or a JPay Video Connect is a virtual way to talk face-to-face with your incarcerated individual from the comfort of your home using your personal computer.
    • How can I purchase a video session?
      To purchase a JPay Video Connect session you need to have a JPay.com account and have a Visa, MasterCard or Discover on file. Video sessions are available in 30 minutes sessions.
    • What are the requirements to take part in a video session?
      To be eligible for a JPay Video Connect you will need the following:

      • You must be on the approved guest list
      • Have a JPay.com account
      • Have high-speed internet access
      • Your PC must have speakers, microphone and a webcam
    • What can I do to make sure I have a successful JPay Video Connect session?
      • Make sure your JPay Video Connect was confirmed and approved by your incarcerated individual's agency
      • Make sure you are logged in to your JPay.com account
      • Verify that your computer is connected to the internet, your camera is working properly, your speakers produce sound and your microphone is plugged in to your computer. The system will test whether your computer meets the requirements prior to your first video session
      • Make sure there is enough light on the room but no light directly facing your webcam
      • Make sure your TV, radio or any other source of noise is off before starting the Session
      • Do not run any programs or downloads in the background while conducting your session, as this could overload your processor and cause programs to unexpectedly quit – including your video session.
  • Videograms
    • What is a Videogram?
      A Videogram is a 30-second video clip that you can send to an incarcerated individual as an attachment to an eMessage. Videograms are created with a webcam and microphone from your personal computer.
    • How can I purchase a Videogram?
      To purchase a Videogram please open a JPay.com account, click on the video tab and follow the prompts
    • What do I need to record a Videogram?
      To be eligible for a JPay Video Connect you will need the following:
      • You must be on the incarcerated individual’s approved guest list
      • Have a JPay.com account
      • Have high-speed internet access
      • Your PC must have speakers, microphone and a webcam
    • What can I do to make sure I send a successful Videogram?
      • Verify that your computer is connected to the internet and your webcam is working properly
      • Make sure there is enough light on the room but no direct light facing your web camera
      • Make sure your TV, radio or any other source of noise is off before starting to record your Videogram
      • Do not run any programs or downloads in the background while you are recording your Videogram as this could overload your processor and cause programs to unexpectedly quit - including your Videogram
  • JPay Player
    • What is a JPay Player
      A JPay Player
    • How can I purchase one for my incarcerated individual?
      The JPay Player
    • How can my incarcerated individual purchase music for this device?
      Incarcerated individuals are allowed to browse our large music catalog, access their media account, and purchase music from the JPay incarcerated individual kiosks.
  • Release Cards
    • What is a JPay Release Card?
      A JPay Prepaid Card/Release Card/Progress Card is a prepaid MasterCard given to an incarcerated individual upon release. All of the funds an individual has in their commissary account at their time of release plus any gratuity or extra funds for transportation (where applicable) are included in the Progress Card. This card is accepted everywhere MasterCard is accepted worldwide.
    • How can I activate my JPay Progress Card?
      The JPay Progress Card is automatically activated for signature purchases at the time of release, which means the card can be used immediately if it isswiped and signed as a credit card purchase. To get cash access from any ATM in the US, you will need to visit http://releasecards.jpay.com and follow the on-screen instructions to obtain a PIN number.
    • Where can I use my JPay Progress Card?
      Everywhere the MasterCard logo is displayed worldwide.
    • Are there any fees associated with the card?
      The fees associated with the usage of the card can be found on the included terms and conditions you were given along with your new card.
• Help Over the Phone
  • How can I talk to a JPay customer service representative?
    You can call 1 800 574 JPAY (5729) 24 hours a day 7 days a week. Be aware that transactions conducted with the help of a live agent are subject to a higher fee.