JPay

I’m grateful to be able to stay in touch with my loved one who is incarcerated. However- I’ve spent more money through JPay buying stamps and paying $8 fees to send my loved one $50. Pictures use 2 stamps, 30 second video chats use 4, and if you attach pictures to a letter- more stamps to send an attachment in the same email and you can’t attach more than one picture per email. I sent 10 stamps to my loved one and the app deducted the stamps from my balance but never sent them to my loved one. So we were out 10 stamps after I just spent $25. I called customer service and they told me my loved one had to put in a work order ticket and that was back in June. Issue is still not resolved. I’m trying to log in today and the app is crashing and doesn’t remember my log in credentials. They don’t tell you when there are bugs. They want too much info and all JPay is, is a money making scheme. It’s convenient if you want to communicate quickly but I would just recommend sending letters through the mail. I can’t even log in right now and I’ve closed the app and opened it again, turned my phone off and back on. I guess I’ll have to uninstall the app and reinstall it but who wants to have to do that all the time?? Fix your app!!

I guarantee you’d see a boost in sales with more stamp purchases if you simply added read receipts as an option for all users in settings. It has been so frustrating trying to have a back and forth conversation because each message is screened and can take 5 minutes or 3 days. The user sending the message isn’t sure what’s gone through for certain. Things often are received out of order. Like if I send 3 messages today, the receiver might get the 2nd one first, the 3rd one second, and the 1st one third. The system will correctly put the messages in the correct order that was intended once they all come in, like in the received inbox, after all 3 messages do come through in that 1-3 day period, you’ll see them in the proper order in the inbox which is good, but it makes it impossible to have a fluent and coherent back and forth conversation. Each facility from my understanding has their own screening process, so the only way JPAY could at least try to help with this is add a read receipts option. So I’m just hoping their engineers read this because profit is the name of the game and I’m telling yah, people will buy more if that feature is added. It’s super annoying not knowing what’s gone through and been seen or not. So we’re mostly going back to phone calls after realizing we’re getting upset with eachother over something out of our control.

I have been using the JPay App for a few months now to communicate with my loved one and I find it very invasive. They want to track your location for every little thing. For example, you have to allow the app to see your location just to view how many stamps you have left. I agree with the person who left the January 5th review stating that visually the app needs major work. Most of the time I just use the JPay website. There are times I have wanted to send just one picture to my loved one but JPay requires you to write something in the email also just to get another stamp out of you. I do not like that every single picture cost a stamp so if you have multiples 10 stamps can be gone within just one day including a letter. I absolutely think they need to improve the type of pictures you can upload. Right now there are only 2 photo format types that the site/app accepts and if you don’t know how to convert a picture type then you are out of luck. The fees to send money are RIDICULOUS! I paid $8.00 just to send $50. I avoid using JPay as much as possible because the app needs major work and it is a money guzzler. You are better off sending your loved letters and pictures through the mail. At least when the JPay site goes down they can still view their pictures and letters because as the other reviewer stated JPay will not send the users ANY kind of communication when the app has issues. Honestly I probably will be deleting the app sooner than later.

This app has great potential being one if not the app that offers real time communication and media sharing with friends and family that are away. Recently I have experienced on several occasion where I never received an email, and my loved one never received my email or picture. The first time it happened I resent the email. The email and pictures cost a stamp each and so I used 2-4 stamps to resend the same picture and email and so my account was deducted twice and my loved one only received the email and picture once. This is sad because a lot of people rely on this form of communication with those loved ones. The app is outdated. Doesn’t have a modern feel, I would like the look to be better and more inviting and not like a 3 grader created it. (No offense) The technical issues with the servers crashing should be dealt with in a timely manner and all stamps and emails affected during that crash should be reimbursed to the accounts. When there is a serve crash or overload an courtesy email would be nice so we won’t be wondering what is going on with emails not being received. I do appreciate the availability of this app and convenience of it but it could be a better more integrated app. I hope the developers can adjust, improve and fix those issues quickly. Sincerely a concerned patron and customer.

Just to quickly echo what a lot of the reviews are saying, this app and the company that designed it are out to squeeze you for every nickel and dime you’ve got, and they don’t even bother to fix most of the bugs that plague the app. I use it because unfortunately they have a monopoly on this business model and it’s now a necessary evil for most people who are using it. To add something new to the mix, I want to point out an “intentional” design feature that needs to be removed. When you’re writing an “email” message, and you want to stop while you’re in the middle of writing, the natural instinct, for me at least, was to swipe down from the top of the message window, thinking it would give me the option to save a draft. Unfortunately, no. The “save draft” option only comes up when you tap the “cancel” button at the top left, which is not intuitive at all. So, after writing a very long message that took me over an hour, I accidentally swiped down the message window and poof, >7000 characters gone in a instant with no warning message, and no way to recover it. I’ve never felt the kind of hate for an idiotic design feature as I do right now. In the context of sending important, often difficult messages to loved ones in correctional facility, there should not be a design feature that allows for easy, accidental deletion of your entire message.

I am giving the app a 3 star only because I am unsure at this time. I downloaded the app so I am able to email back and forth with very close family friend. Also my oldest son was talking about JPay today, that he needed to get it all taken care of to also have communication with our friend. So I downloaded the app to give my son a heads up and what he would need to do. After downloading, I decided to read all of the reviews. Out of maybe 25 that I read, which were most recent, I only seen 2 maybe that gave a 4 or 5 star saying only a couple words about the app. All of the others are very disappointing to read. So now I don't know if I actually want to go thru all of the trouble. And am going to let my son know not to bother right now. This was supposed to be this amazing new technology way of communicating with our loved ones and helping with money in a much easier and quicker way. And what is really sad is that our loved ones, reguardless of their reason being there do not have much to look forward to. Day after day is the exact same routine most of the time. What they can look forward to is contact with family and friends. So for now, sadly, I will not open the app and add a profile.

Iam total good with JPay it has always worked for me and when needed work it has always been communicated to me the finish product, now this is the first time I have experienced this type of problem when I try and login to my JPay acct. through my icon it’s spends brings up the login in page and vanish , I haven’t been able to work it for several months , I thought it was because I didn’t have any stamps on my acct, which the day I tried to add some it said ERROR AND WOULDNT LET ME PUT ANY ON. I thought it just need to be adjusted by your developers , so I went in through the search and brought the service up and added some stamps, I received a email message saying it had been fixed and I could now use the acct logo , I also changed the password as instructed, and I thought all wa# well , only to be experience the same problem the only fix is it stays on a lil longer than vanish , please help me I am frustrated beyond knowing nothing to do . Thank you in advance, as I know you will take care of what ever the problem is.

So the app is very convenient for staying in touch with my loved one who is incarcerated and I’m grateful for that opportunity to easier communicate with them but the recent update seems like it has taken a couple steps back from when I previously had it downloaded on my old phone. My software is updated to the latest Apple 13.0 version and I have gotten a new phone and since downloading half of the app doesn’t work or display what it use too, I’m wasting stamps trying to send pictures more than once and have yet to be successful with getting them delivered to my loved one via the app, on top of that the option to add more stamps and a card doesn’t pop up on my application anymore either. I’ve wasted a good amount of stamps sending almost empty emails because the attached files don’t stick when sending even though they pop up when I first am composing the email. It’s just frustrating since I’m on my last stamps and haven’t yet figured out how to get everything to pop back up like it did on my old phone, should I delete the app and try downloading again? As much as it’s not working I’d hate to get rid of it because the actual email part works well enough to keep in touch with them.

This app always crash and have errors. I always have to go online just to see how many stamps I have. I have to keep deleting the app and down loading it to open incoming mail. Pictures can’t upload. Videos take too many stamps just for a 30 second video. This app will take all your money. I think I’ll stick to just using your normal postal service. I appreciate the JPay sending money portion. When the app works, sending emails is good but that’s just the thing, the app always have issues. Maybe it would be nice if the videos could be 1 minute. So we can get our money worth. Since they say this is to reconnect families . Is it really? Or is it to monopolize off of these inmates and their families. Yes they are prisoners and them getting videos are a privilege but now your punishing the family members because you gave them this new shiny toy and they expect their family members to help them be able to use it. So now that’s another expense for us already drained family members. It was better when the prison system used to allow them to have pictures and magazines and newspapers. I always wondered why that stopped. But I guess that’s just one more thing we have to figure out like them visitor bathrooms having no soap, paper towels and sometimes no toilet paper. I’m just saying

I have been using Jpay for years now! Although I appreciate being able to stay in touch with my loved ones. I DONT appreciate how many bugs and errors I have ran into! Since Jpay is the ONLY way we can message and send pictures quickly its very frustrating that there is always a problem. I have been trying to send pictures for at least 2-3 months now and have been getting nothing but error after error. Even most of my messages haven’t been getting through. Then I call customer service only to hear “They are working on it” or “You just have to keep trying until it works”. It’s understandable that things are not perfect but at the same time it seems like nothing is being done to fix the problem. It’s infuriating that the app basically does not work. Especially after a so called “Update”! With Jpay being the only app the prisons pair with for communication it is unaccounted to be down for so long. PLEASE DO BETTER!!! Not being able to visit in person because of the Covid situation makes Jpay all the more of a necessity!

This service is down constantly. There are constant service interruptions that they freely admit in emails they send saying they’ve corrected problems. The service is so bad that you can’t tell the difference between when there are problems and when there aren’t. This company has near non-existent customer service, the phone rings into oblivion and no one answers. After approximately 10 minutes of the phone ringing, someone has answered twice. Both times I was told they could not fix my issue. If this company wasn’t serving people society considers to be throw-always, this business would not exist due to their poor infrastructure and technological inability to keep up with the services they offer up to the public. They refuse to put money into the service in order to improve reliability. They know no one is going to hold them accountable due to the population they serve so they provide trash service, just enough to keep lawsuits from being filed for complete lack of service. They were already sued for unfair practices regarding switching out tablets and lost. They will take advantage every single time and every single place they can get away with it. This company is unreliable, unethical, and just plain unscrupulous.

I am truly grateful for this app & it makes it easier to keep in touch & send sentiments to my husband that he can always look to until he can come back home. BUUUUUUTTTTTT... There is a flaw in this app that DRIVES ME MAD!!! I'm sure I'm not the only one who tends to proofread their email before sending... And when doing so, there have been umpteen times when I've been swiping my screen to scroll back to the top & then all of the sudden the WHOLE email swipes completely of the bottom of the screen & DISAPPEARS!!! WWWWWWTTTTTTFFFFFFF!!! Isn't saved to a draft nor is the option given to do so. IT'S JUST GONE GONE GONE!! Which INFURIATES me after I've been writing for 30 minutes or more. Yes, I could stop & copy & save everything every so often... But I really shouldn't have to do that. That shouldn't happen. PLEASE FIX THIS!!! There have been multiple times this has happened & I've had to walk away bc I'm so frustrated. And then I don't send my message. Other than THAT... I don't think it's a bad app. I wouldn't rate it 5 stars bc it's not anywhere near perfect but if you fix this extremely aggravating issue... I could probably bump it to a 4 star.

I am reporting this company to the Better Business Bureau. I never done this, but this company left me no choice. Along with the others complaints, I share the same issues with JPay app. It’s going to be a month since my husband sent me a videogram, I have yet to receive. I’ve reached out to the customer service through the app,instead of looking into the matter, they provided me with an email and a customer service phone number to resolve my issue. After sending two emails and speaking to customer service my problem has yet to be resolve. What’s more disturbing than this, the employees who were handling my issue were not aware of the features offered through the jpay app. The employees I spoke with didn’t know anything about the videogram. This is ridiculous. This company is not holding up to what they advertise. It pains me to be going through such issue, my children and I look forward to communicating with my husband through this app and with the ongoing issues has it really affected my children. It saddens me to have to tell them no I haven’t received anything from their father. Shame on you for misleading people with your false advertisement and poor customer support, no one should have to go through such thing.

I am really very unhappy with this application, I uninstalled it more than 3 times and reinstalled and still it asks me to update the app because it is not working well, and when I enter my App Store it does not ask me for an update, now that I do it now that for me it is urgent to use this application The worst application I have seen in my whole life and I still use it for my brother but it is very unpleasant to be spending money on an application that steals your money messages arrive when they feel like it sometimes they do not arrive and still charge them Right now the application demands that I have to update for the new version and my phone is an iPhone XR and is not giving me the option to update now I ask the developer of this application How the heck will I be able to update the application then It is a painful application, one uses it because you need to communicate with the family member, 10 messages arrive 4 so repeat the same words you call them and the operators do not know what explanation to give you, in my case I have been trying to talk with the user for a month supervisor, the man seems to not like his job very much because if he is not in a meeting, he had to leave, it seems to me a robbery and a huge disrespect

When I first started using JPay, this app was awesome! As long as my emails were sent by 9:30 a.m they were received by 4:00 p.m that same day, if not, they were received the next day! Now with all the updates, and updates to the kiosk, i have emails and pictures that were sent on 10/8, 10/11, and 10/15 that have still not been received!!! I’ve contacted JPay, who states they sent them, I’ve contacted the Correctional Center who states they have 5 business dates to get them in and out. I contacted Constituent Services because it’s clearly been way longer than that. I again contacted the mail room manager who stated they received stuff from JPay that was 2 weeks old, and that they had also gone through and manually released a bunch of photos and letters, because they were marked censored in error, and yet still, they only had one of those 3 pictures. I was told that due to the new system, it ultimately convenient, but ALOT slower, and that if I wished for my fiancé to receive pictures/letters, that I should probably send everything snail mail, because ultimately, it’s cheaper in the long run, because they actually receive their mail, and in a timely fashion. Glad we only have a few months left of this!

There have been many times I have started out writing my letter and either a phone call or someone at the door? But when I come back to it to finish, what I had already typed was cleared or erased to leave me to start over! Very frustrating! When I used to attach a picture when the inmate received it, the picture was so small it was hard to tell! A big waste of double stamps. I recently had the problem of my friend received multiple copies of the same letter Snd yes they took my stamps every time they recent the same email. These emails were 3 & 4 stamps every time! Now I know JPay makes good money already from us with the charges they already have set into place! But for them todo this and you know someone somewhere knows when duplicates are sent out to the same person? I seriously question the integrity of their whole business operation! I’m just one that had issues with them . You can bet there are a lot more! Good luck trying to contact for complaint! Very disappointed, I don’t have money to waist like that!

No way I give this a 5 star, but I’m making up. So many people’s complaints are all do to the prison. “It took so long! Or they didn’t get it” The time and discretion is up to the prison staff! Sure this thing has bugs sometimes but so do most apps. And yes, crap on the charges, but they’re nothing compared to phone bills. And seriously, if you don’t like it, use a pen and paper. Run to the post office and buy stamps. Wait weeks...... No? I didn’t think so. Update: Video visit is outdated. They will need to redo their whole method of video visit because Adobe flash is on the way out; “ ADOBE FLASH SUPPORT IS ENDING! Google has announced that they will remove Flash completely from Chrome and Chrome OS by the end of 2020. The deprecation of Flash has been in the works for quite some time, and changes are happening now that will affect Flash use on district Chromebooks. For example, several months ago SWF video files stopped working on Chromebooks. Google has stated that this is the first kind of Flash that has been deprecated. Google will slowly deprecate Flash in the coming versions of Chrome OS and Chrome browser so we cannot expect everything to stay the same until December 2020.”

At times this app works great and the. At times it doesn’t. There’s times when Joay including 2 days ago I sent a message and my loved one responded but I haven’t received the message back and I wasn’t notified or anything I don’t understand why do they keep a communication with the state facility especially when a lot of people put a lot of money on the books some messages get send out too last some don’t make sense my communication of my fiancé is something I keep including when he writes his daughter and his daughter waits for days when it says up to 48 hours which is 2 days it’s been 4 for me and I still haven’t received the messages. Come on some of us pay money with y’all to keep things updated like what’s going on this week are y’all working or y’all out due to corona virus the other day I waited 5 hours to see if I would talk to someone it’s ridiculous and right now I been on hold almost a hour really

Well this all started out with a phone call from my son asking me if I could send him $25 well yes I can I told my son and then I got on the app and I have tried everything to try and send him $25 so he can get what he needs as a frustrated mother is going through torment her son is in prison I feel like I’m in prison to because of this app your app will not take any of my bank cards or a prepaid stamp card nothing and I have been trying for three days to send him money all I get is loading loading loading loading loading loading and it scrolls just like that loading loading loading loading loading goes on for a half hour each time I try you need to fix your app this is the only way that we can communicate with our loved ones do you understand this or do you just not care I don’t understand it and there’s no phone call when we could actually phone you call you and ask you if you can add the money for us I can’t find a phone number anywhere so yes I am very frustrated and that’s why I only gave you one star 60 app and I’ll change it thank you sincerely very frustrated mother

JPAY IS RIDICULOUS! Jpay was working fine when I first started using it but for the last month or so it haven’t been working! I don’t understand how you can speak to your loved one when the app does not even work correctly! Messages come back days later after you thought your loved one just was ignoring you or something happen at the facility! Our messages being delivered 3times and taking 3stamps for the same 1 message you already said! I tried resetting my phone thinking it was my device, I tried reinstalling the app nothing change, I tried to update the app thats not even a option! I just don’t understand this it feel like it’s a scam because it’s not doing anything but taking customer’s money for stamps and people are barely getting in contact with they loved ones! It’s very upsetting because why you guys taking people money if this app is not working correctly! I rather write the facility & get in contact that way! It’s cheaper in better least you know your loved one will receive his stuff! Then you guys customer service are very poorly! Never can get in contact with you guys! You have to email josh but never get a email back! This is very inconvenient for a customer!

The last two months JPay keeps not working at all I can’t sign in then when I get in it says I have no contacts but I do so because no contacts I can’t write my husband. Can’t read his emails I see 5 of them but can’t open. I’ve been trying for 4 hours to write him because of emergency and luckily he called me. Then I tried to call JPay to let them know the problem and it says I can’t call at this time contact them in website but web site won’t load on 3 different devices one being library computer. So no way to tell them JPay isn’t working. Then on good days some times it takes weeks to get a email other times a few minutes. When I say sometimes I mean every day at least one to two emails will take weeks to get. Why is it taking so long. And I’ve told JPay many many many times about this problem and they say oh it’s not our fault it’s the prison or oh well fix it nope still the same they give you a BS answer to get you off the phone. How hard is it to make a app work. Facebook has millions and never has these problems. This isn’t a complicated app it shouldn’t have these problems. I still can’t use JPay and it’s now been 5 hours what is going on?

This app looks like it’s came out in 2008 or something, and the features aren’t much better. They make sure to find every way to charge you. You can’t send a picture without also paying for an email, so that’s two stamps. When I just want to send a pic why do I have to send an email also. The look of the app is very unappealing and unless you’ve been using it you will probably assume that you got the wrong app cause this one must not be getting updated anymore. Nope, it’s not out of commission it’s just JPay. Considering how much money this company makes, that’s ridiculous. And believe me, the company makes plenty of money. Most of the people in there have a Jplayer loaded with songs and games they paid good money for. And JPay just sticks us with this app that is the most basic functionality app you’ve seen and honestly looks like they designed it in the 80s or something. It’s ridiculous. They also don’t care about anything we complain about, im writing this as a warning to you to not get caught up in the JPay scheme. They will take your money and laugh when you expect to get what you paid for.

I started using Jpay the beginning of this year and everyday there is a new issue, I get error messages saying the snap and sends did not actually send so I send again meanwhile the first one sent and it eats another stamp. Most days lately an email takes 2 hours to show up in my outbox. The kiosk at my husband’s facility is down at least 3-4 times a week. It’s either frozen or logs him out while typing an email which causes him to have to log in again just to type it and he is only allowed 5 log ins a day. I was excited to hear I could communicate with him via this app and emails but the postal service has been far more reliable. The entire month of March I could not send a videogram I reported it several times and even sent emails with no response because despite the video not sending the app ate my 4 stamps. Luckily my husband will be home in a few short months but this app needs some serious work. I really hope the app and kiosk issues are fixed soon, this is already a stressful time for families and wives of incarcerated individuals and no more added stress is necessary.

I agree with those who have already conveyed their annoyance with the keyboard/counter blocking what you’ve typed, etc. That is SOOO FRUSTRATING to have to jump through all these hoops. And I spent an entire afternoon simply trying to update my credit card expiration date so I could purchase more stamps. Once I was FINALLY able to accomplish both, (but only after being forced to “update” (change) my email address. It’s a good thing I already had a backup email account). Eventually everything appeared to be in order and my account on both my iphone and ipad were synced with the correct information. However, later that evening I attempted to go back to using the mobile app, I get a message on both devices say “Unable to complete the request at this time.”. I checked my device settings; tried closing the apps and turning my devices off and back on, etc. And since someone already said they tried to delete and re-download the app, I guess I won’t even bother. I don’t know what to do at this point, but I would be happy to give a higher rating once these issues are resolved.

I have used this app for many YEARS and it was a convenient way to communicate with my daughter’s father. The messages were received quickly and I could get an almost an instant response most times (if he was on) or at least the same day/within a couple hours (depending on when he checked his messages). There were delays, at times, in either me receiving or him receiving emails, but it was rare. NOW IT IS HORRIBLE!! The last few months and whatever updates were made, it is just bad. Now there is a delay in messages sent and received all the time, sometimes it takes days. I no longer get notifications or emails that I have messages. The only way I know there is an email is to go into the app. I forget to even check the app because I was so used to getting notifications. When I remember to check the app, there are 2-3 emails sometimes and I never got a notification or email that I had messages. I have deleted the app a few times and reinstalled it to see if that helps...no changes. I have contacted support a few times and nothing has been resolved.

Now when I click on the app it doesn’t open up. I click on it and it and it opens and closes out right away. Also I send my love one a little tell them about our family, there was no violations of JPay wrote in my letter and it was rejected from giving it to my love one. My stamps were not refunded back to me. JPay you need competition, I think 🤔 I might will make business plan of my own to develop a better app and then pitch it to the government. This way the people will get what they paid for, refund of the virtual stamps that they can only use with my company any time they like to where their is no money refund given, and they would have to pay extra stamps to send a sexy picture with guidelines on how it can be sent to the inmate. Anyway I am full of ideas 💡 on how you can up date this app and made a boatload of money, and every body is happy the customers, and even the locked up inmate from getting nice pictures from their love one. Please fix your app before I give you competition.

i want to give this app more stars because when it comes down to it, it’s great. i get messages for through preview and all before going to the inmate so it may take awhile and that’s not where my headache comes. my headache comes from this is an amazing way to keep in contact. it’s cheap and fast. BUT i seem to run into issues a lot with not being able to login for a day or so. this time is different, i’ll admit my heart stops a little when i see myself logged off, but usually i’ll just go to the website and read/send my email. i’m not sure what’s going on right now but it’s been days without me being able to login, the website itself seems to be down. yet i keep getting notifications for having unread emails. so what’s going on? is this problem going to be fixed? this could easily be a 4/5 star review but i feel there shouldn’t be constant issues of crashing.

I was all excited about this app so I could send my friend pics and movie clips of his daughter, but after reading the reviews; I’m not so sure. Now I’m wondering if my card information would even be safe with this app. It SURE sounds like it has a lot of PROBLEMS that I’m not sure I want to venture into. Something else, yes I’m an “instruction freak,” and I have no idea how to even use this app. I know there was a help page but for gosh sakes you’d have to have a magnifying glass or print it out to even read it and it’s sketchy at best. So I’m kinda on the fence about using this app, but I read someone said they used the website, maybe I should check it out first. Lastly, the reviews offer up that problems are many and have been for a long time, but it doesn’t sound like anyone is in any hurry to make the changes...not good news for an app, not to mention the DEVELOPERS. If i decide to use this app and it works out ok, I may need to change my rating; but at face value; 2 is all I can offer up right at this moment.

This is a great way to stay in touch with your loved ones who are locked up! This is the best way to stay in touch!! If you find a bug then just report it and be patient because they will fix it! Don’t just give up on your loved ones and not download it or not continue to message them! This is the worst feeling ever to hear from your loved ones “it’s too much trouble, I’m sorry but I am not wasting my time!” Wow that’s a gut wrencher!!! Just be patient and when there is a problem report it to the app!!!! AND THEY WILL FIX IT!!!! And I gave this 4 stars because it’s a great app but it does have a lot do problems but they do always get fix!! Download this app it is worth it please and your loved ones will feel so important whether they tell you that’s how it makes them feel or not , trust me!!!!!! Go ahead and do it!!!!!!

Just recently, to view the balance of stamps I have, I am now required to turn on my location service. I do not understand why this request is necessary. Also before the above new process I use to see the balance of stamps before I confirmed sending an email. Not anymore. Another family member has this app and is not required to turn on location service before viewing a stamp balance. I no longer receive a notification of a jay-pay email in a timely manner. As example, my nephew sent an email at 11:20pm last night. My notification was received at 6:00 am this morning. I deleted my app to reset maybe, re- added the app and lost data in my old app such as all emails and my stamp balance since I was not able to enter my same password. I had to create a new password. Most other apps I have deleted and re-added still had my information. Before deleting the app I tried to change to another email since I suspected the untimely email notifications were due to them. I received the message that jay pay had my second email. I’m not sure when this happened. I need to know how to correct this. Before my credit card expired and I forgot to change the new expiration date I had no problems with this app and would have rated it 5 stars. I was not able to change my new expiration date until I made another purchase. That was the start of my problems and now I will rate this app a 3.

I don't really write reviews on any app but this app is really getting on my nerves because I have been using this app for almost a year now and I try to communicate with my fiancé every single day outside the 15 minute calls that we are allowed to but for the past 2 month it feels that who ever gets profit from this app they just money hungry we do not receive our massages or videos that we send each other or we write to each other in the morning and get the massage late at night and lets not talk about the video calls we are not able to make no video call for 6 months because the kiosk is broken so they are not able to hear nothing we say and on this side either and if we write to technical support they do not reply back or they never fix the issues and we just end up loosing stamps and never get the massages is really so inconvenient because we are so apart Im in Texas and his all the way to Georgia and all we doing is spending money on something that is supposed to help our love once to communicate with us and their is issues SMH!!!!😡😡

This app is terrible it automatically closes!and I will have an email written that has taken me a day to write and it’s very detailed and then boom the app closes !It doesn’t save the email as a draft it just deletes it! I feel like either this is a bug or are you guys should get with the program and do like Securus and allow it to save as a draft. There should be an option when you go to close the app that says are you sure you haven’t sent your message yet save his draft? You should be able to click yes and it’s that simple that way you don’t have to keep rewriting the same email over and over again I get that you guys kind of want it to be a message app as far as like texting kind of goes if that makes sense like an SMS however it’s not it’s an email therefore it should be treated like an email my only complaint other than that the app is great

Update: They just put out another update and now my app won’t work at all!! It says I need to update but I did and now it says the app is no longer supported. I go to the App Store and it just says “open”. Ridiculous. Updated review: So they put out an update and for 2 days I started getting notifications again. But now they’re randomly deleting messages from my inbox and outbox. Msgs takes hours to even show up in my outbox as sent and their site says 15 minutes!! I’m done spending money on this app!! With all the profit this company makes off of families you would think they would spend some of it on making decent products that work. Even their tablets are garbage, my bf has his for less than a year and it’s useless. Buttons break, won’t sync, etc. Jpay is a SCAM using predatory business practices to profit from families. Let’s not forget the prisons get a kickback for doing business with them. After the latest update I can’t even log into the app anymore “unable to complete the request at this time” ...I’ve deleted and reinstalled multiple times.

I’ve been using this app for over 2 years now. The last couple of updates has really ruined things such as the length of time we get our emails. It used to be within 20 minutes now it’s up to 12 hours or more. Also since the newest update I quit getting notifications sent to my Phone. Honestly though, prior to that notifications would be delayed anyway. So in order for me to even see if I have an email I have to go into the app and check it. As much money I’ve spent just on Jpay alone in the last 2 years, it would be nice to have an app that works... the emails sent in a timely manner - which was never a problem until about October/November. Also, reading at past reviews I noticed that a lot of people had issues with their loved ones players not working properly after an update. The same thing happened to my boyfriend and Jpay refused to fix the issue so we ended up buying another one. It’s just a money game. As much money people spend on jpay related things it would be great to utilize that money on making sure your crap works properly.

I love the app and being able to write and send pictures. Over the past several weeks I have had issues with my loved one NOT getting my messages. It says it was sent and I see the, but he is not getting them. He is then writing me and snapping thinking I am not writing. ALL of our messages are out of order. Messages with pictures have taken over a week to get and he has stated he has only gotten 5 of 18 I have sent since MONDAY! This is starting to get out of hand. I now can not send a message because it closes out the app all together when I go to send a message. As much money as I put on here to message, I almost feel like it is a rip off with everything that has been going on with the app and all the “bugs”. If he is not getting the picture messages, then what is the point in wasting a stamp for each one? Had to use 3 stamps to send video because email was not working. Very disappointed and over all the problems and stress it is putting on my relationship.

This app is nice to stay in touch with your loved one if it worked like it is supposed to. Besides being too expensive which is something that you just have to except going into this, my main problem with this app is I spend a long time writing a letter on this and during the proofreading process, more times than not the message will completely “fall off the bottom “ of my device and it’s very frustrating because it is just gone. So all that time and nice things you said are just gone. It was not saved as a draft so I don’t know why that happens or where it goes. I called customer service about this after happening a few times and they do not have a solution or seem to care in fact if you loose stamps or video messages or basically anything they advise you to have the inmate to make a complaint and that is ridiculous as well because nothing is done about any issues. So enjoy this service but use with caution that it may be unpleasant at times when things go awry.

I used to really love this app because of how convenient it is, being able to just write my loved ones on my phone, send pics, videos and send money..but now? I have no idea what happened. It’s like it’s been updated to be dysfunctional! I no longer get notifications when I get emails, I used to get emails sent to my personal email to let me know I have an email and I don’t get those either. I have to physically go to the app just to know if I have an email. I’ve had emails sent to my personal email saying my photos were rejected, so I sent different photos only for my loved one to tell me that he in fact did receive the ones that were said to be rejected! It takes way longer to receive their emails than it used to and also vice versa. The word count is stupid, the least it can do is tell you how much you have to write before it means that you’re going to need another stamp! Who ever is in charge clearly doesn’t know what it feels like to be close to someone that’s incarcerated.

I have used JPAY for quite a few years to send mail to my one loved one. It used to work great as others have noted as well....now, it’s a challenge to even get my message sent or received...The app needs serious work-it is horrible. I used to receive notifications, my messages were sent and received quickly and I was able to take care of everything quickly... I have just reinstalled the app to try to get it to work..today I can’t retrieve anything...generally now messages are 3-4 days old, half the time it says it cannot retrieve mail... I have tried to write a message and it says I have too many characters but yet there is nothing written. I’m about fed up but there is no competition so you either use JPAY or you don’t. Please fix notifications-please fix the retrieval for messages, please REWORK the whole app. In today’s world all the tech is available to create so much, yet this continues to be horrible with each update making it worse.

My friend has been getting all my messages but I never get his i have only had this for four days an I understand people have to read the messages but they take to long to get to me when he gets every single one of mine. He thinks that I’m not replying to them when I’m just not getting any of them! You need to fix these issues. I don’t get his messages until very late or I don’t know if he’s acing receiving all of my messages. I can’t wait not to use this again. This app is nothing but problems. An you know you can set an algorithm to pick out certain words so then those are the messages you should read not every friggin message it’s too much it takes people to long to get the messages from the people that they love and care about. I have never had such a problem with any app but this one I never wrote the review either and this is the first time. I have very bad anxiety in this honestly doesn’t help me thinking he’s liking my messages he doesn’t care he is just trying to hurt me. I’m off for second chances but this makes it really hard for me.

This app is constantly forcing updates that lead to non functionality. It was ok previously and served its purpose to send pics and videos but recently has really been HORRIBLE!! Customer support is non existent it’s very sad that even during this pandemic they are still profiting off of families and those in the most unfortunate circumstances in their lives. I have been unable to send money, email, or pics in over a month! The app takes awhile to sign in then just loads to nothing, it says I have no contacts yet my prior emails are there once I try to respond it says the person isn’t my contact and when I try to add a contact it says no search results found when I enter the DIN#. This is truly heartbreaking to constantly occur especially during the holidays. With all the fees they profit off of millions they should at least be able to have a functioning app. It seems pretty obvious that they need to revert to the last version of the app that didn’t have these issues. Thanks a lot for ruining Christmas for the already unfortunate ones this year.

I’ve been using this app for years since my brother has been incarcerated and for the past couple of months I for some odd reason has not been able to use this app. It doesn’t allow me to log in anymore. I’ve deleted the app and downloaded it again umpteen times and still nothing. It just keeps saying error etc. I’ve called customer service and was told I’ll receive a call back. Never received a call nor email and nothing was ever resolved. However I can log on online, but the app is completely different from the online site and I really just want access to my app because there’s video grams that were sent to me that I can’t view, due to not being able to log in. I’ve tried everything and received no help. I am very highly upset about this.

This app and company is horrendously horrible. If I could rate it negative stars they’d have earned every single negative star. From not getting emails on time, if at all, to the constant crashing while paying exorbitant fees for the services offered, it’s not worth it. Add the fact that every single time that I use the service, I end up with fraudulent charges to my credit card. I utilize the same reputable companies and services so whenever I reach out to my loved ones and utilize JPAY, I always end up with several fraudulent transactions that occur for specific amounts stacked back to back. This is the second time that this has occurred and I will not be utilizing JPay anymore. I highly recommend that you find a different way of contacting your loved ones because this company is extremely problematic for more than one reason. It’s shameful that they don’t help with issues, ignore valid complaints, and feign ignorance of the problems that arise from doing business with them. Utilize this company at your own risk.

When I first got this app things were okay with receive time with messages. Took about a hour or two on both ends for messages to be received . Then when the update came it made a major delay on things . Two issues though. You get false alerts saying you have a new message from a love one and won’t receive the message until hours or even a day later, which is unfortunate. Also, I noticed if I send messages or if my loved one sends messages on the weekend they are delayed wayyy tooo long. If he sends me a message on a Friday I won’t received it till Tuesday, which is also unfortunate. But I will say that the send feature is pretty cool makes it easier to send pictures quicker. Just wish there was a better way to receive their messages at the exact time they sent them, it feels better to almost feel like the emails are virtual like texts. Few nitches overall not a bad app..

This app is a joke!!! In the beginning the app was working just fine for me to keep in contact with my fiancé. E-mails and pictures were being sent and received just fine then when it was time to update the app it keeps giving notices saying please update to JPay 19.8 or your previous app will not work properly. I downloaded it the first time and the same message popped up warning me of not working properly then i deleted the app again reinstalled app and even updated my entire phone to the most recent iOS and the app still doesn’t work. Notifications no longer come thru nor am I able to use any of my stamps that I purchased to send anything to my loved one! This app is such a ripoff and a waste of time, and don’t bother calling the 1-800 number because the representatives who answer are so rude and don’t have a care in the world for great customer service. I give this app a two thumbs down I wish I had another set of hands and it be four!!! Horrible service and don’t waste your time or money! Unsatisfied customer...

JPay is not to be trusted with your time that you think you will receive your mail you will not! Also, it’s only on certain days that you will receive your mail on the same day. But that’s only once or twice out of the week. My boyfriend always mad at me about not writing him back but it’s JPay, the way they send & receive our msgs, although I may not know physically what the issue is, only by what they tell me but I think it’s ludicrous at times & that they should get a better operating system if I’m spending money on here very so more often.. then I would like for my msgs & pictures to be sent on time. JPay is also a banking system because they know we’re going to always want to speak & reach out to our loved ones & Vice versa for the loved ones in the prison system. Just be mindful about that as well, you’ll be better off just mailing out your pictures, & letters vs spending all your money & helping the government take it all & help them with their issues that their not even liable enough to help us in the future!

One of the (former) great benefits of the app is it would send a notification sound when an email from a loved one arrived. Since the last iOS update the sound notification feature is gone. I know it’s the app because I’ve tried everything from deleting and reinstalling the app, restarting my phone multiple times. This feature is vital for communicating with loved ones whose only option is to write and receive messages from the kiosk. Inmates are allowed two log-ins per day for 20 minutes each. When I receive a prompt notification I can respond while he’s still sitting at the kiosk. Please fix this problem. Alternatively you could respond promptly and efficiently when an inmate submits a ticket explaining that their tablet is not usable because it won’t sync. Help them get the help they need to have a functioning tablet!! For these men and women, email is a crucial lifeline to their loved ones in the outside world.

I’m honestly torn which rating I should give so I’ll go with 3. I love the app. So convenient to keep in touch with my loved ones. Faster than sending letters and easier to keep in touch. With many options to sending 30 second videos with the option of sending stamps to them so they could send one back free of charge for them. Email where you can also send a picture also with the option to send a stamp so they could write back free of charge. Email is where my rating drops down from a solid 5 rating to a 3. When typing an email occasionally my writing space doesn’t expand while I’m writing so I can’t see what I’m typing. I will get out of the app, close the app, and reopen. So frustrating when you don’t know if it’s going to fix itself or not until you write enough to see if it will expand or not. If this issue was fixed PERMANENTLY then I would change my rating to a 5 :)

I have used this app and JPay overall for several years. I receive notification about video media is emails but no notification or file in the actual app. I’ve also sent video media and my son has never received it. So I stopped using that feature because it’s a waste of money “stamps”. I can respect that you now show notification that the emails could take up to 3 days although I’ve had some take longer. I can’t complain about much other than what was mentioned. And if it’s the prisons that take their time with reviewing the pictures or emails, 3 days is a bit too much considering it’s electronically done. What would be the reason videos we send are not being delivered? What would be a reason a video from the inmate isn’t delivered? At min, we could receive notification about that instead of email notification that we have a video but none being delivered in the app.

I love what this app is about. Does it have some imperfections? Yes but what app doesn’t. There is not one app that is flawless. My experience has been amazing. My fiancé’s son and I have continued to build an amazing relationship through this app. This app is our life line to each other. I love that I can send him funds through this app because it’s simple and easy. I appreciate when I need to send a quick message I can and I don’t have to worry about life being so busy that I don’t get to send a hand written letter as often as I want. When I hear “my son” express how much he can make it through each day through our communication it warms my heart. I know as tile continues to go on this app will improve. Until it does I thank you for doing something to keep us families connected. Be bless

What y’all fail to realize is it’s not Jpay who is holding y’all messages and pictures hostage it’s the prison system. You write your letters on Jpay and they send them to the prison and the prison has to process it, make sure ain’t nothing out the way in the messages, check the pictures for any type of hand signs and then they send to inmate but you also have to look at how many letters and pictures they receive from all over the world ain’t no way they can get to everyone with in a certain time frame that’s just ludicrous. If you don’t like it don’t use it, go back to writing the old fashion way. Thanks Jpay for creating a platform for us to write my loved ones with out the hassle of having to go to the store buy stamps and envelopes and making sure I don’t forget the mailbox lol.