Can I get a refund for my Prepaid Account balance?
Yes, if your Prepaid Account balance is $5.00 or more, you can request a refund. Log in to your account and navigate to the "Prepaid Account Refund Request" page (also known as Prepaid Account Refund or PPC Balance Refund). Follow the instructions to submit your refund request. Your refund will be processed and returned to your original payment method.
How long does a Prepaid Account refund take to process?
Refunds for Prepaid Account balances are typically processed within 72 business hours. If your original payment was made by credit or debit card, the refund will be returned to that card. If a refund cannot be issued to the original payment method, refunds may be issued by check. Checks are processed and mailed every Friday. Please allow additional time for your bank to credit the funds to your account after the refund has been processed on our end.
My Prepaid Account balance is under $5.00. Can I still get a refund?
No, the minimum balance for a Prepaid Account refund is $5.00. If your balance is below $5.00, it is not refundable and cannot be transferred. You can continue to use this remaining balance for phone calls at participating detention facilities if you prefer.
I had a video visit that did not work properly. Can I get a refund?
For remote video visits, a hold is placed on your Prepaid Account balance when you schedule the visit. You are not charged until the visit is completed. If a visit does not take place, the held funds should automatically release back to your Prepaid Account within one hour. If the visit did connect but you experienced technical issues such as a black screen, freezing, or disconnection, contact our Customer Care team through the contact form with the following information: the date and time of the visit, the name of the person you were visiting, and a detailed description of what went wrong. Our team will review your request and process a refund if applicable. Refunds are typically processed within 72 business hours.
Can I get a refund for unused service credits?
Service credit purchases are non-refundable. This policy is disclosed during the purchase process. Service credits can be used for messaging and photos on the SmartInmate platform at any time in the future, and do not expire. However, if you have deposited funds into a Prepaid Account (used for telephone service and video visitation), those funds may be refundable if your balance is $5.00 or more.
I deposited funds to the wrong phone number or the wrong person. Can I get my money back?
If you deposited funds to the wrong phone number (for Prepaid Account) or the wrong incarcerated individual (for PIN Debit Account), contact our Customer Care team as soon as possible through the contact form. Provide the incorrect information, the correct information, the date of the deposit, and the amount. Our team will review your situation and do their best to assist you.
I was charged but never used the service. Can I get a refund?
If you created an account but never used any services and would like a refund, please contact our Customer Care team through the contact form to discuss your options. If you purchased service credits and never used them, credit purchases are non-refundable per our terms of service, but service credits do not expire and can be used at any time in the future. However, if you deposited funds into a Prepaid Account and the balance is $5.00 or more, you can request a refund through the self-service refund page in your account.
The person I was communicating with transferred to a different facility or was released. What happens to my service credits or funds?
If an incarcerated individual transfers to a different detention facility or is released, your balances are handled as follows: Service credits remain on your account and can be used with any contact at any participating detention facility. They do not expire. Prepaid Account funds remain tied to your registered phone number and can be used for calls and video visits from any participating detention facility. PIN Debit Account funds are the property of the incarcerated individual. If the incarcerated individual transfers or is released, they may request that their PIN Debit funds be released back to them. PIN Debit funds can only be released to the incarcerated individual and cannot be released to other parties. The incarcerated individual would need to contact our Customer Care team through the contact form to request release of those funds. Contact our Customer Care team through the contact form if you need assistance with your account after a transfer or release.
Can I transfer service credits or funds to someone else?
Service credits can be transferred from your account to a connected incarcerated individual using the "Transfer Credits" feature in your account. However, Prepaid Account funds and PIN Debit Account funds cannot be transferred between accounts. Prepaid Account funds are tied to your registered phone number. PIN Debit Account funds are owned by the incarcerated individual once deposited, and can only be released back to that individual upon request. Contact our Customer Care team through the contact form if you have questions about transferring service credits or funds.
How do I dispute a charge on my bank statement?
Before disputing a charge with your bank, please contact our Customer Care team first through the contact form. Provide the transaction date, amount, and description of the issue. Our team will review the transaction and assist you in resolving the problem. Filing a bank dispute without contacting us first may delay resolution and could result in your account being temporarily suspended. We work quickly to resolve customer concerns, so please reach out to us directly if you have any questions about a charge.
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.