Frequently Asked Questions
What is SmartJailMail?
SmartJailMail is an electronic messaging system designed to supplement standard postal mail. If you think about the process of sending and receiving a letter, SmartJailMail works in much the same way except that it is done on a computer instead of on paper. Messages can be delivered instantly or within a few hours rather than days or weeks.
How much does it cost?
Each message costs one message credit to send. Message credits cost 50 cents each. There is a minimum purchase of ten message credits at a time.
What are COD messages?
If an inmate does not have any credits, they may still send a message to you and request that you pay COD (credit on delivery) to open the message. The system will ask if you want to pay one of your message credits to open and read the message. In these cases, the inmate has NOT used a credit to send the message, so it is still only paid for one time except by the recipient, not the sender.
If I send a message to an inmate using my message credits, do they have to pay to open them?
No. Once a message credit has been used to pay to send a message the inmate can open and read the messages as often as they like without having to use any of their own message credits.
Do message credits expire?
Once purchased, message credits do not expire and can be used at any time in the future.
How long does it take for the inmate to receive my message?
Most messages are delivered instantly. Each correctional facility may set up specific delivery rules depending on a variety of factors which may result in a message being delayed for a period of time prior to delivery.
I forgot my password, what should I do?
If you have forgotten your password, use the "forgot password" link below the login box. You will be prompted to provide your username or e-mail address and we will send an e-mail to the e-mail address on file for your account with further instructions.
How do I change my password?
When logged in to your account, go to the "My Account" section at the top of the screen. There will be an option on this screen to change your password.
Can unused credits be refunded?
No, credit purchases are non-refundable.
When are credits deducted?
Credits are deducted from your account when a message is sent. If a message is sent collect or COD, a credit would be deducted when the recipient opens the message the first time. Once a message has used a credit it will stay in your inbox until you delete it. The message can be read as many times as you like once it has been received. Any given message will only cost one credit. If you use a credit to send a message, the recipient will not need to pay a credit to read it.
How long are messages saved?
You may keep a message on your account as long as you like. Messages that you no longer want can be deleted any time.
How many messages can I send and receive each day?
There is presently no limit to the number of messages that can be sent and received each day. Each message sent will cost one message credit (50 cents) which can be paid by either the sender or the recipient (collect / C.O.D.) if the sender has no message credits.
Note: The option to send photos to inmates may not be available at all correctional facilities.
Can we send photos to inmates or detainees?
Some correctional facilities allow their inmates or detainees to receive photos through SmartJailMail. To send a photo, log in to your account and select the "Photos" option from the menu on the left side of the screen. From here you can select the inmate or detainee to send the photo and select an image file from your computer (or camera roll on most mobile devices). Most standard image formats such as GIF and JPG are accepted. Photos cost two message credits to send ($1.00). All photos are subject to review by the receiving correctional facility and may be rejected at their sole discretion. If a photo is rejected by the correctional facility the message credits will be refunded to your account.
Have a Question?
If you have a question that is not answered here, please use the contact form to submit your question to customer service and we will response as quickly as possible.