Support - Billing and Credits

How much does it cost?

Service credits cost one cent each. There is a minimum purchase of 500 credits at a time ($5.00). Each paid service may use a different number of credits. Electronic messages cost 50 credits each to send (50 cents). Each photo costs 100 credits to send ($1). Remote video visitation is billed at 50 credits per minute (50 cents per minute) in 15 or 30 minute increments depending on the facility.

Are there any other fees?

Each transaction is subject to a $3.00 processing fee regardless of the amount of the purchase. For 500 credits at one cent each plus the processing fee, the absolute minimum purchase amount is $8.00. There are no other fees or charges.

Do you automatically bill my credit card when I run low on credits?

No, we do not store your credit card number and we never automatically charge your card under any circumstances. The only time we charge your card is when you enter it into the website to make a purchase.

Can an inmate / prisoner / detainee charge my credit card or purchase credits using my credit card?

No, we do not store your credit card number and your contacts cannot purchase credits using your payment method. Credits must be purchased by you through the website using a credit or debit card. Credits may be transferred to an inmate / prisoner / detainee by using the transfer credits option after they have been purchased.

Can I use a pre-paid debit card to purchase credits?

Our merchant processor will accept most cards with a Visa, Master Card, or American Express logo on the front. Most pre-paid cards are accepted but we cannot guarantee that any specific card will be accepted. This will depend on the issuing bank which may have restrictions on the types of transactions which may be charged on the card. Registering the card with a mailing address will help to improve with acceptance of pre-paid cards.

I am getting a "Volume Exceeded" error when making a purchase. What does that mean?

Our merchant processor will only allow up to four successful transactions for a given credit or debit card within a 24-hour period. If you receive a "volume exceeded" error and your transaction is declined it simply means that you have reached the four-transaction limit and will need to wait a while before making another purchase. Contacting your bank will not resolve this error, only waiting a while until your next purchase will clear this error during purchase.

What are COD messages?

If an inmate does not have any credits, they may still send a message to you and request that you pay COD (credit on delivery) to open the message. The system will ask if you want to pay one of your message credits to open and read the message. In these cases, the inmate has NOT used credits to send the message, so it is still only paid for one time except by the recipient, not the sender.

If I send a message to an inmate using my credits, do they have to pay to open them?

No. Once service credits have been used to pay to send a message the inmate can open and read the messages as often as they like without having to use any of their own credits.

Do service credits expire?

Once purchased, service credits do not expire and can be used at any time in the future.

Can unused credits be refunded?

No, credit purchases are non-refundable.

When are credits deducted?

Credits are deducted from your account when a message is sent. If a message is sent collect or COD, credits would be deducted when the recipient opens the message the first time. Once a message has used credits it will stay in your inbox until you delete it. The message can be read as many times as you like once it has been received. Any given message will only be charged for one time. If you use credits to send a message, the recipient will not need to pay credits to read it.

Have a Question?

If you have a question that is not answered here, please use the contact form to submit your question to customer service and we will response as quickly as possible.

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