Note: Some detention facilities use a different vendor for their video visitation service. Please verify with the detention facility that Smart Communications is the video visitation provider before following the scheduling instructions provided here.
What do I need for a remote video visit from home?
To participate in a remote video visit from home, you will need: a computer, laptop, tablet, or smartphone with a working camera and microphone; Google Chrome web browser installed and updated to the latest version; a stable, high-speed internet connection; and a quiet, well-lit area where you can visit privately. Google Chrome is required on all devices, including phones and tablets. Safari is not compatible with our video visitation system. If you are using an Apple device, you must download and install Google Chrome from the App Store and use it for your video visit. Ensure your camera and microphone work properly before your scheduled visit time by testing them in Chrome's settings.
How do I schedule a video visit?
Log in to your SmartInmate account and select "Visits" from the main menu. Choose the incarcerated individual you want to visit. You will be presented with options for visit types: local on-site visits (free at detention facilities with visitation kiosks) or remote visits from home (paid). Select your preferred visit type and then choose an available date and time slot. Review the visit details and confirm your scheduling. Remote visits are paid for using your Prepaid Account balance. When you schedule a remote visit, a hold is placed on your Prepaid Account for the cost of the visit. You are not charged until the visit is completed. If the visit does not take place, the held funds will be released back to your Prepaid Account balance, typically within one hour. You must have sufficient funds in your Prepaid Account to cover the cost of the visit before scheduling. For detailed step-by-step instructions, see the How Video Visitation Works page.
I'm having technical issues during my visit
If you experience technical issues during your visit, try these troubleshooting steps: First, make sure you are using Google Chrome on your device. Safari is not compatible and will cause black screens, freezing, and disconnections. Verify that your internet connection is stable by checking your internet speed. Close all other applications and browser tabs to free up system resources. Disable any VPN software you may be using. If you are on a phone or tablet, connect to a strong WiFi network rather than using cellular data. On a computer, try connecting via a wired Ethernet connection instead of WiFi for a more stable connection. If the visit had technical issues, your held funds should release within one hour. If the issue persists or if you were charged for a visit that did not work properly, contact our Customer Care team through the contact form with the date and time of your visit to request a review.
How do I request a refund for a video visit that did not work?
For remote video visits, a hold is placed on your Prepaid Account balance at the time of scheduling. If a visit does not take place, the held funds should automatically release back to your Prepaid Account within one hour. If the visit was completed but you experienced technical issues such as a black screen, freezing, or disconnection, contact our Customer Care team through the contact form. Provide the date and time of the visit, the name of the person you were visiting, and a description of the technical issue. Our team will review your request and process a refund if applicable. Refunds are typically processed within 72 business hours.
I was approved but it says I'm not on the approved list. Why?
If you have been approved for visitation but the system says you are not on the approved list, there are a few possible reasons: If the incarcerated individual has transferred to a different detention facility, you may need to reapply for approval at the new detention facility; Approval is facility-specific and does not automatically transfer between detention facilities; Approval may take up to 24-48 hours to take effect in the system after the detention facility approves your request. If you believe you should be approved, contact the detention facility directly to confirm your approval status, or contact our Customer Care team through the contact form for assistance.
Can I cancel or reschedule a video visit?
Yes, you can manage your scheduled visits. Log in to your account and go to the "Visits" section. Select your scheduled visit and you will have options to cancel or reschedule it. Cancellation and rescheduling policies vary by detention facility, so review the specific policies for your detention facility. Some detention facilities may have strict deadlines for cancellations to avoid being charged.
What is Visitation on Demand (VOD)?
Some detention facilities offer Visitation on Demand (VOD) instead of or in addition to scheduled visits. With VOD, the incarcerated individual can initiate a video visit at any time during the detention facility's approved visitation hours without needing to schedule in advance. When a VOD visit is initiated, you will receive a notification that a visit is ready. You will need to be available and logged in to your account to accept the visit. VOD availability depends on the detention facility. Not all detention facilities offer this option. Check with your detention facility or contact our Customer Care team through the contact form to find out if VOD is available.
I am trying to schedule a local on-site visit, but the "remote" option is the only one available. Why?
Some detention facilities utilize our video visitation service for remote visits from home, but have a different video visitation system for local on-site visits at the detention facility. If this website only gives an option for remote visits from home, you will need to contact the detention facility to determine what their process is to schedule a local on-site visit at the detention facility.
What happens if I miss my scheduled visit?
It is the incarcerated individual's responsibility to be present at the kiosk or detention facility phone at their scheduled visit time. The detention facility is responsible for notifying the incarcerated individual of their scheduled visit. If the incarcerated individual did not appear and the visit did not connect, you will not be charged as remote visits are billed per minute of actual use. The held funds on your Prepaid Account will be released, typically within one hour. However, if you believe there were exceptional circumstances beyond the incarcerated individual's control that prevented them from attending, contact our Customer Care team through the contact form and we can review your situation.
Can I use my phone or tablet?
Yes, you can use your phone or tablet for remote video visits. Google Chrome is required on all devices. Safari is not compatible with our video visitation system, so Apple users must download Chrome from the App Store. For the best experience on a mobile device, connect to a strong WiFi network, position your device on a stable surface, and ensure your camera and microphone permissions are enabled for Chrome. Close other apps to free up resources during your visit.
Is there a fee for using video visitation?
At locations where a visitation kiosk is provided in the lobby or visitation center on-site at the detention facility there is no fee to schedule and conduct visitation using those kiosks. A fee is only charged when conducting a remote visit from home using your own device. Fees for remote visits from home vary per location and are billed per minute of use, similar to phone calls. Remote visits are billed against your Prepaid Account balance. A hold is placed on your Prepaid Account when you schedule the visit, and you are only charged if the visit is completed.
I scheduled a 15 minute visit but it started late and I only got to visit for 10 minutes. Why?
The scheduling system enforces the scheduled end time for all visits. If your visit is scheduled to begin at 1:00pm and end at 1:15pm, but the visit does not start until 1:05pm, the system will still enforce the end time of 1:15 resulting in a 10 minute visit even though 15 minutes were scheduled. Allowing visits to run past their end time could cause other visits to start/end late, so we enforce the end time regardless of when the visit actually begins. For remote visits from home, you are only billed for the actual minutes used during the visit, not for the entire scheduled time block. We also allow visits to start up to ten minutes early if both parties are present and ready to visit (the time limit is still enforced, however). Please arrive about ten minutes prior to your scheduled start time to ensure you are able to use your entire scheduled time period.
The incarcerated individual was late to start the visit. Can we get our missed time back?
It is the incarcerated individual's responsibility to be at the kiosk for their scheduled start time. A notice is visible on the kiosk as to when the next visit is scheduled to begin. If the visit starts late for any reason, SmartInmate is not liable for visits cut short due to either party not being present at the scheduled start time.
If you have a question that is not answered here, please use the contact form to submit your question to our Customer Care team and we will respond as quickly as possible.