Sending email FAQ

JPay’s Email service provides a way for friends and family to write electronic letters to their incarcerated loved ones. 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. Incarcerated Individuals receive their email according to a schedule set by their facility, and emails are subject to the same screening and delivery rules that apply to traditional mail.

To send or receive Emails you need a JPay.com account, a computer with Internet access, the Incarcerated Individual's ID, and virtual 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 additional stamps .

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 “Prison Search.”

No.

You can send an Email to an Incarcerated Individual by following these 3 simple steps:

1. Open a JPay.com account. Click here to learn about creating your account.
2. Purchase stamps.
3. Click on the “Email” tab and follow the prompts.

If you don’t see the Email tab once you’ve logged into your JPay.com account, it is usually due to one of the following:

• Your Incarcerated Individual’s facility does not offer Email
• You have not selected the right Incarcerated Individual from the drop down list on your Home page.
• The Incarcerated Individual has been transferred
• You selected the wrong Incarcerated Individual when setting up your JPay.com account
• The Incarcerated Individual has been prohibited from sending/receiving Emails by the facility staff

A list of prior stamp purchases can be viewed by clicking “Purchase History” under the Email tab on JPay.com. You can also send a request to support@JPay.com

Depending on the facility, for the price of one extra stamp you will be able to attach a photo to your Email

The formats allowed for images are the following:

• .jpgJoint Photographic Experts Group
• .jpegJoint Photographic Experts Group
• .pngPortable Network Graphics
• .gifGraphics Interchange Format
• .bmpBitmap Image File

With very few exceptions, Incarcerated Individuals read and reply to your Emails via the JPay Incarcerated Individual kiosks conveniently located inside their living units.

We deliver the content to the Incarcerated Individual 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.

Yes, except for Incarcerated Individuals incarcerated in the state of Texas.

You will get a notification on your JPay.com account that you have received Emails.

You can send an unlimited amount of emails to your Incarcerated Individual(s).

No.

A VideoGram is a 30 second video clip that you can send to an Incarcerated Individual as an attachment to an Email. VideoGrams are created with a webcam and microphone from your personal computer.

To purchase a VideoGram please open a JPay.com account, Click on the video Tab and follow the prompts.

• Be on the inmate’s approved visitor list
• Have a JPay.com account
• Have high-speed Internet access
• Two way audio functionality requires that your PC have speakers and a microphone. A Webcam is required for two way video participation.

• 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