ICS Mobile

All I want to know is who to contact for refunds? I’m about $50 in. Some visits work. That being said it takes a lot of time and coordination on both ends to make a visit happen. I feel the price is fair when it works otherwise it’s like tossing $6.00 out the window. Either the kiosks’ don’t work (and when 1 works and 1 doesn’t the system allows for double booking time) so when two inmates have the same visit time scheduled and there is 1 kiosk there’s an issue. For people who don’t live in that world it’s simple. For them it could be a revolutionary war with days or months of consequence and retaliation if there is disagreement. In addition and this is important! If either party is not connecting (happens often) your not allowed to log out and try and reconnect! This is absurd. I’ve sat for 1/2 a visit or more. No video, no voice and vise versa. People need to be able to rejoin the visit up until the time they paid for us over!!! Last but not least let us know where to sign up for refunds. We have already spent hours and money trying use this system between web site scheduling and APP visits it’s enough to drive people crazy. Fix the app, fix the kiosks, add more kiosks, FIX THE CONNECTION! Stop stealing our money.

why does this app always sign me out first off? i usually don’t even write reviews but today i am… please fix this app it’s really confusing but seems so easy. i wasted my money because i couldn’t figure out how to connect. it says “get on 5 minutes before” it took me so long to figure how to work this app. i didn’t get a refund for my wasted phone call. i feel like the developer should change this app up & make it more easy to use. where the button says connect you should EASILY be able to get on the call. it has me downloading stuff to my files & it says empty (on my phone & on my MACBOOK) i never have issues with my macbook & my storage is never full. it’s not my fault. all i want to see is my loved ones who are in jail & it’s sad because it’s like they don’t care about us contacting them or giving them a easy way to contact us. going up to that jail is definitely a no no for me. authorities are so rude & disgusting & that’s why i choose to video call but this isn’t even convenient for me. please do something about this. it’s not fair to them or us who are trying to see their faces.. life is too short.

If you know, you know. This company itself is trash. This app is trash. Customer service, trash. If I could give 0 stars I would. All this company does is lag, scam, and lie and pretend it’s your internet making things not work. Their phone lines? TRASH. Inmates can call 10 times a day, and only 1 call will actually go through. On the inmates end it will say people deny calls, their service line is off, or simply just not answering when I will literally next to my phone waiting. Some calls even go mute, wasting time and money. The video visits you get? SCAM. They have you download a software that doesn’t even exist on your computer. File says empty. Forcing me to use this app, which signs out every 2 seconds. Their cameras try to do a portrait mode? TRASH. Blurry as ever. The inmate can hear you sometimes, sometimes they can’t. This app hasn’t been updated in 2 years!? That says a lot. They don’t care about inmates, they don’t care about the families that just want to talk to their loved ones. It’s all about money to them.

While I’m grateful to see my loved one’s face who has been wrongfully incarcerated for a crime he didn’t commit, I also want to add my .02 in hopes it will play a role in this company fixing their highly glitchy system. It’s been virtually impossible for me to complete video calls, the audio and video is all distorted, freezes up, the app crashes constantly, and it won’t allow me to log in sometimes yet others it will - no rhyme or reason. We’ve tried everything including replacing an internet router thinking it was connectivity or internet speed issues, buying a laptop to try their desktop version for Windows, hundred of dollars spent and yet still this app won’t work. This company is taking advantage of people who are in an incredibly vulnerable, traumatic and heart wrenching situation, offering a service that doesn’t work correctly, and taking money from us with zero incentive to fix their issues, because it’s all we have. I hope it changes, it’s truly awful. 🙏

I have read the reviews and I feel exactly the same way I have spent in excess of $4000 in the last year to contact my love one of which half of that has been a nightmare or I have not gotten what I paid for I am very frustrated I download the software and re-install it every three days I am unable to scheduleOr my video chats get interrupted or disconnected can’t hear half the time or the glitch out!! I am very frustrated and I have been asking for a refund in the tune of $50 which is nine or 10 chats that have been interrupted and I have yet to get a refund and I I don’t even want a refund I just want to put back on the books so I can use the money to continue to speak with my loved one it’s really baloney and I’ve had it I’m very frustrated!!

Do you realize that you are the way that a lot of people communicate with loved ones? How dare you be so awful with your technology. I am flabbergasted at the fact that I can’t have a full 30 minute conversation without being kicked off for no reason and the app constantly restarting and not reconnecting. I cannot believe that you think that this type of awful technology is appropriate and OK. If this is the only way that loved ones can communicate you should do your freaking best to make sure that they are able to use it on a consistent basis. I have now paid for multiple 30 minute visits that I have not been able to have. Not once have I been able to complete a 30 minute visit yet. You charge me for it but your technology kicks me out. So you’re ripping people off. I feel like a scam is happening and the Better Business Bureau needs to be called.

Why are we paying an outsourced company to facilitate phone calls from prison to us. First our phone calls are free with our service whatever we have, Verizon, AT&T and so forth. I can understand. A small monthly fee for a planned amount of phone calls for each inmate to pay for the phone bill for the prison and the facilitation of the calls but we are paying hundreds of thousands of dollars annual to be able to talk to our loved ones. They making 1000s of dollars to middle man and screw us over. We as family members need to find a way to stop this 30$ for 30 calls at total of how ever many mins long or 60 & 60 per month . That is much more understandable and reasonable than this crappy app and you this and jpay and telmate and you can’t get a refund or transfer from accounts this is bulls$$$. We need to ban these companies.

I have a loved one who is incarcerated and we RELY on this stupid app for him to see his 4 month old baby daughter. Whoever made this app sure did a bad job to say the least! It’s impossible for me to get this thing working. It always says that the testing of the connection works, but then when I hit “join visit” suddenly I’m scrambling because I can’t get a good enough connection??? Funny, because I pay Comcast for the best internet connection they can provide me. I’ve NEVER had connection issues with this phone. I’m going to be demanding my money back from ICSolutions for every visit that does not work on this thing. Such a disappointment and whoever is responsible for designing this sad excuse of an app should probably give their job to someone who knows what they’re doing.

I was trying to connect to the video visitation on my Apple phone but it wasn’t letting me click on “yes i have the visitor application” was getting frustrated because my visit was an hour away. I just called icsolutions and the lady helped me. You have to have your phone in light mode for some reason. So settings>dislplay & brightness>light mode.. and she also said to make sure auto lock was set to “never” and put your phone on do not disturb so that the video call won’t get interrupted. It worked for me and hope this helps someone else who was having the same issues! God bless you and your loved ones in the vulnerable time!

I feel it’s unfair. I spent my last $9 to schedule a video visit. I’m seeing reviews saying the link to open the video call doesn’t even work and I have been trying for the past few hours, thinking that I was doing something wrong or that it was my phone that was messing up. This is such a Scam. People are hurting because they miss their loved ones and just want to see them. Getting so excited to see them, just to find out that the video calls doesn’t work. I am so heart broken because my boyfriends birthday is coming up and all he wanted was to video call so that his loved ones can sing him happy birthday.. now I have to break the news to him tomorrow that it won’t be possible. And THAT breaks my heart!

It feels silly to write a review of this app, given those of us who need it have no choice..I do wish the developers would bother to do something about it though. It has serious issues on the iPad, fails their test connection consistently on our Xfinity wifi, even though the signal strength and speed is more than significant for the app. IPhone is the same. I end up having to play this game of switching back and forth with the wifi and cellular to get it to work, normal only will on the cellular, which is funny as its weaker and slower than the wifi in the house. I wish I could expect more from these companies that make a fortune from the families of incarcerated people and from them as well….and yet always leave us with shoddy, poorly executed solutions. On a side note…the fact the iPad version is vertical only is also idiotic given the amount of people who use it horizontally with a keyboard…that would matter more if the iPad version actually worked. So just throwing my hat in the ring with the others unhappy with this half-hearted, money stealing effort on the part of ICSolutions.

After the very intensive account set up and depositing $30, charged $46 ($3 processing and the rest is tax) I get nothing. The money was immediately transferred from my account though. I’ve logged out and back in several times and am greeted with a screen containing the ICS logo and nothing else, no search box, no menu option, no links to support. At the bottom is a “check connection” though, and when that is clicked the app just closes. Funny that the connection was just fine to take all my information and allowed me to make a deposit and not good enough to access anything afterwards. Very frustrating and disappointing. I’m just glad I didn’t add more money than $30.

This app is such a rip off. having loved ones incarcerated can be a very difficult situation and video visitation is one way to make it a little better but using this app it’s nearly impossible to conduct a visit. The video constantly freezes and if you try to leave to get back on in attempt to regain connection the whole visit is ended no matter how much time you have left. If the bugs cannot be improved there needs to be a way to get a refund.

Seems nobody governs this crooked company. And it’s the only one you can use. You pay for services then you can’t use them. No sorrys No refunds, lie to you on the phone about your refund being on the way. But really the refund isn’t coming. And they just tell you it is until the 6 months is up. You must create your account a certain way or it doesn’t work. You can add money all you want (that you can’t get refunded) but you can’t use it because you didn’t create your account correctly and there isn’t any directions as how to do it either. The only thing that they are clear on is taking your money that’s the easiest step.

Hello I have been using this app to visit with an inmate and the app always turns off at random times, I don’t like the 5 minute grace period because with other competitors such as Securus if you pay for a visit you have up until the visit ends to log in. I do not like that it charges more than its competitor securus is $5 and it doesn’t have nearly as many issues. The app needs bug fixes, glitches, and minimum 10-15 minutes after visit starts to login at least give a person a chance before taking 5.88 cent from us! App updates need to happen on a weekly basis and if there to cheap then semi monthly basis for the best results.

This entire app is something that you would expect when video first came up. It's basically the dial up version of video visits. With the amount of technology that were utilizing being able to FaceTime and converse over video at lightning speed without any issue, it is absurd that we would have to accept this level of technology. Not to mention the app itself does not allow you to go back into your actual menu for phone or settings. Once you get into the video situation,just to test your camera you're basically stuck there and have to delete the app and restart it and pray to God that works. This is a disgrace.

This app and the whole program is the worst!!! Almost every visitation crashes, usually the kiosk for the person in jail stops working and the app crashes on iPhone often too!! It's extremely disappointing considering this is the only way to be able to do offsite visits with loved ones in jail. So you pay $6.25 per 25 minutes visitation and ur lucky if u can even start the visit but if u do than it crashes most of the time like minutes into it or half way!!!! Losing the rest of your money but most of all losing the entire rest of ur visit with ur loved one!!!!! They really need to figure something out about this!!!!!!! Terrible!

i pay a lot of money to be able to have visits with my brother and some visits work some don't i have gotten the refunds for the visits that have "connection issues" i have no issues with anything else on my phone as far as connection issues the app constantly shuts it self out like it's overloaded. it is wild to think you have customers pay an ridiculous amount of money to talks to loved ones and you can't update a obviously outdated app that has MANY issues. i would just like to be able to have a visit with out it being interrupted by a poorly engineered app. DO BETTER

Because those with an incarcerated loved one depend on this app to see their face it is unfortunate that it has been so poorly made. With each scheduled call the emotions start to well up and the excitement ramps up, only to be disappointed every time the app fails. It’s like watching the cuffs be snapped on again and again. Developers, please consider the agony the family members have already gone through and use some of your millions in income to work on this poorly designed app. By the way…..it’s hard to sign in when there is NO visible line for your email or password.

For IPhone and IPad- must be off dark mode - To turn Dark Mode on and off in Control Center: Go to Settings, then tap Control Center. Tap the Add button next to Dark Mode to add it to Control Center - Turn on Do Not Disturb 1. Go to Settings > Focus 2. Tap Do Not Disturb Yes. I know that adding money, inmate on the website looks so old school and is confusing. I had the same issues. Then I did some digging and found out that dark mode and do not disturb worked cause I have my 20 minute call and everything worked. Please go on 10 minutes earlier before call to login and check your WiFi. I also used headphones which worked way better. Hope this gets to developers and the people who need to get a hold of their loved ones in jail.

This app kicks me out often, then cancels my visits that cost $9.95 each. When you contact customer support they tell you “it shows connectivity issues on your end so no refund will be issued.” Funny thing is, the app on both my iPhone and my iPad have the same issues but the other devices in my home can be running with no “connectivity issues”. Oh and let’s not begin to discuss the “connection” that wastes the first 3-5 minutes of EVERY visit! If it wasn’t important to me to be able to talk to my husband, I’d never use this joke of an app again.

I do not have a need to visit an inmate but my children do. It’s the worst feeling to have to watch your children crying because they are not able to connect. I have every device turned off on our network to increase the upload speed. I have tried using an iPad, Samsung note, iPhone and desktop computer. I’ve had my speeds tested. Purchased a new router. It is most infuriating as there is nothing I can do about it. Nobody gives a crap. I wish the people profiting from this could put their own kids through the same heartache. Repeatedly. For years.

This app does not seem to be able to get an accurate read on my connection. When attempting to join a visit, I keep getting a notification that my upload speeds are too slow. I bought a new router that increased my speeds and still got a notification that my upload speeds are too slow (a separate speed test outside of the app shows that my speeds are incredibly fast). I’ve tried to connect with wifi and using my phones data and still have been unable to connect to visits. So incredibly frustrated that I’ve missed visits due to the app :( don’t know what else to do to fix this issue.

If you have another option, use it! I have not been able to visit yet. I spent mins trying to download the required application to only go in circles! It appears this was designed for windows users and IOS devices may not be intended to be supported in the mobile app yet the site will not allow you to join the visit without the installed app. Once you download and click that you have, the button says the address is incorrect, all after making you fund your account with $7 to reserve a visit that you won’t be able to join.

I have scheduled several visits for offsite visits and it’s funny how all the minutes leading up to visit the app works fine, and then as soon as the scheduled visit time hits the whole entire app shuts down until seconds after the visit is over….. Makes you kind get the feeling you are being scammed. Emails aren’t returned for days and they only want to credit your account, not refund. I have followed all instructions exactly how they were given to ensure a good visit. Thanks a bunch now my loved one has missed 2 kid’s birthdays and some more. DONT USE THIS APP schedule onsite visits. Beyond disappointed

I used to be able to use my MacBook but now am forced to use this app or a windows pc for some reason. This app is not formatted properly for the phone. It will randomly disconnect you and then not connect again. I lost the last 5 minutes of my call and didn’t get to say goodbye. I got a phone call sitting the video and that disconnects it also so remember to put your phone on dnd. After the phone call killed the app it took 5 times to reconnect. I have fiber internet and all tests showed perfect before the call. This needs improvement! What a scam!!!!!!!!!

This is the WORST app I have EVER used! It’s CRAP! I have wasted $50-70 on visits that I either don’t get to see my loved one because the screen is blank OR it keeps taking me thru the whole connection test / sound test Over and over and over ! Or it will say waiting to connect could take one minute and I literally wait forever so I have to shut it down and start over! It’s crap on the webpage as well! It’s bad enough we can’t visit our loved ones in person right now but your taking our money AND we don’t even get to connect. Smh you should feel ashamed ! I’m contacting BBB.

Does the person who made this app know what they are doing? or Did they hire a monkey to create this app? This app DOES NOT work! I tested it and the screen freezes 99.9% of the time. I tried to do the actual visit and the screen froze again. Many people are relying on this app to visit their loved ones who are incarcerated. We don’t have time or money to waste here. So the person in charge of IC solutions needs to fix this ASAP! It is unacceptable to have these types of issues in an app and it is a shame. Fix this ASAP or give up your company to someone who knows how to do their job right.

At first I had a lot of issues with the app. The secret is to make sure you don’t have the phone in dark mode. Also, prior to logging in make sure you put the phone into ‘do not disturb’ mode as any notification while you’re in the call will kick you out. Be sure to log in about 5 minutes before the scheduled time.

I can download the app but it will not let me log in through the app, you can see the login button get highlighted when you tap it but won’t take you anywhere. The other links on the screen work like the sign up link. But then it takes you out of the app to the website and wants you to make a login and if you login there at the website you can’t get back to the app so trying to use this service on an apple device is useless!!! And when that’s all you have that’s really handy!!!

The fact that they haven’t updated this app in a year says a lot. They genuinely do not care about people incarcerated or their families, who have to get punished as well in different ways. This app worked okay on my iPad, but now I’m only able to use my phone since there isn’t an application for Mac users 🙄 This NEVER works on my iPhone. I’ll spend 20 minutes trying to connect and failing to do so, having to delete and reinstall the app. Then when I finally get through, there’s only less than 10 minutes left on the visit. It’s incredibly frustrating, and even more disgusting that they’re charging you for this broken mess. If anyone else is having these issues, I would seriously consider filing a complaint, outside of the company. It’s insane that they’re able to get away with this.

This app needs a lot of improvement. Calls get dropped all the time, there’s no way to change your billing address on the website, there has been times where my loved one could see me but I could not see him, the only good thing I have to say is they do grant refunds if a call is dropped or the inmate doesn’t show up for some reason, but even then, you have to sit on hold for hours. Also, I would like to point out that where it says “time remaining” they missed a letter and it says “time remaning”

The criminal Justice system in this country is already unfair, but then you have corporations like ICS profiting off both the government and the families of those locked up who want nothing more than to have contact with their loved ones. Don’t get your hopes up though, because this app simply doesn’t work. Errors, frozen screen, test failure, crashes, basically does everything except connect successfully. I wonder how much ICS was paid to create this abomination of an app. Who’s the real criminals?

The description states this app provides an easy and convenient way to visit your incarcerated family member/loved one. That’s a flat out lie and false advertisement. All these terrible reviews and I still tried because I was hopeful and no surprise, I was let down. I work from home and have amazing wifi and great cellular service and yet I couldn’t connect to my video visit. There was no explanation why either. Seriously, is anyone even reading these or doing anything about the many, common issues??

Worst company, worst customer service, trash app and will not give you a refund. America jail system at its finest, always choosing the cheapest solution because inmates are not human beings. In my experience so far, this company and the law enforcement including the correctional officers and sheriff, they are not human beings. They are the worse of the worse. These people are a joke! Don’t waste your time downloading this app or trying to video chat on your pc. They won’t help you if you call.

I tried to do the visit online just like it shows and we never got our visit all it says is you will be connected at your scheduled time we waited a half hour my inmates screen said the same thing and we never got our visit so I do not recommend doing this it’s a waste of money and they clearly don’t know how to work their systems and they just like stealing peoples money same with the jail the inmates half the time in Erie county don’t even get their packages that were ordered

I have the latest devices and the best high speed internet . So far out of 5 times, 2 times were able to connect. The reception was totally poor and blurry. The other 3 times it didn’t even allow me to connect. Sent an email for a refund and haven’t hear from anyone! This is an absolutely exploitation of the people who are dependent to use this system and forced since there is no other alternative. Just an other Broken system like many in the US.

Wild that with all the horrible reviews and the money they steal out of your pocket they haven’t fixed a thing. Disgusting behavior to run a company like this and take advantage of peoples situations. We can only contact loved ones through IC and they charge an insane amount of money to be a beyond subpar company. Even when the visits work they still aren’t even great. Heartless and vile to have such little care and respect for those who are required to use the service. We have no other choice or option.

I lost out again on videoing with a love one because I cannot login. Clicking the login multiple times both on mobile and iPad. I tried via the “hamburger “ got logged in then asked if the visitor download was on yes of course cuz I used it before. Would not go past me clicking yes. If you are contracting out to all these facilities you need to let them know you are not a stable application!!!!!!

Zero customer service refused to refund my money they are taking advantage of people. This is really sad when I called to get my problem solved they told me that I would have to call them back in a couple of weeks because they do not return phone calls then when I called they said there was nothing wrong I said fine I need my $50 back it’s actually 100 but the other 50 went too long so they couldn’t refund it. This company is truly sad.

I’ve wasted so much money with this dumb app! I have the best internet that’s offered and yet it tells me my download speed is having issues, check connection....THAT’S A BUNCH OF BULL!!! I have calls set up Christmas Eve & Day and couldn’t connect to any of them, but it deducted my money! If I had to solely rely on this app, I’d NEVER get to visit with my loved one!!!! Sooooo disappointing and when you call customer service there’s nothing they will do to, not even issue a refund! If a negative star could be posted, I’d definitely give it!!!

I have been struggling for a week now to put money on my friends books just so I can talk to him on the phone. You guys are terrible. Don’t you understand what it’s like to be in jail and not have any idea what’s going on at your house, you guys are just stress, you’re just adding stress to the situation. Remove yourself or fix it stop sucking stop being terrible and just be cool with being terrible. That’s not acceptable. That’s not how we do it in America.

I loaded my account to accept calls from a second location and was specific and repetitive when requesting the assistance. The customer representative repeated my request and still loaded my payment incorrectly. When I called back for a correction the charged me to correct their error. Half of my deposit went to fees. This company is takes advantage of the fact we want to communicate with our people and rip us off. 1 star bc 0 isn’t an option.

This app is not a great out. It would not allow you to join your visit. This is the second day in the row that I have not been able to join the visit. You guys need to update your app fix the app do something can someone see their loved ones if the app is not working. paying six dollars and some change to see someone when the app is not working properly.

This is the only way to video visit with my loved one and it freezes the video after 5 minutes and I finally figured out a solution and that is power the phone off then hurry and power back on then hurry and open app... only for it to freeze again after 5 minutes. This is how I have to visit with my loved one. And only one refund was given back to me as if it was my fault. It is ridiculous. I contacted my internet company and apple and it all boils down to this horrible app.

If I could have given zero stars, I would. 5/6 visits never connected. Only the first one worked, but it connected late, we were both choppy and only actually “visited” for about 5 minutes. 5/5 no connection made. I’ve sat on the phone changing settings and installing and uninstalling. Nothing. I work from home all day on ZOOM and some other platforms. No issues. So what is the issue?!? Why can’t it be fixed?! Ridiculous.

I really don’t understand what all these bad reviews are about. The app works perfectly fine for me. I’ve had two visits so far, and both went very smoothly. I had absolutely no issues with it, at all.

With what we pay this all should be much more functional. I have an iPhone 13 and cannot do a visit from my phone. And the login screen is always blank. Have to click register then the drop down menu. This is just the website and calling it an app. Only thing it’s good for is putting money on your phone and scheduling. And yes, I followed the prompts to download the Visitor.

This app is HORRIBLE, it works when it wants to and always glitches and closes out. Not compatible to other devices and also you have to put your phone on particular settings just for the app to partially function. This is another money hungry company that needs help. They where better off with zoom. Not to mention, how most of the customers service agents are extremely rude and hang up in your face!

Literally never works, always crashes, you never get to actually use your visits you’re paying for. But unfortunately they obviously don’t care about all these terrible reviews because the app hasn’t been updated in 3 years. SMH. They won’t fix it because they know regardless we’re forced to give them our money to communicate with our loved ones. Doesn’t matter to them. Terrible app.