InmateAid is designed to be as simple and accessible as possible, but questions about how the platform works are completely normal, especially for first-time users navigating a stressful situation. This section covers the most common technical and account questions including how to create an account and set up an inmate profile, how to send letters and photos through the platform, how the discount phone service works and when your number will be ready, how to track the status of a letter or money transfer, what to do if an order did not go through as expected, how to update an inmate's facility information after a transfer, and how to contact InmateAid's support team when you need help. The guidance here is written to get you back on track as quickly as possible so you can focus on what matters, staying connected with your loved one. See also our sections on Send Inmate Mail, Inmate Phone Calls, and Money Transfer.
Related InmateAid Services
Subject: Inmateaid website questions
When your inmate wants to write back to you through InmateAid, the process starts on their end with a physical letter written by hand inside the facility.
Here is how it works.
When your inmate wants to write back to you through InmateAid, the process starts on their end with a physical letter written by hand inside the facility.
Here is how it works.
Your inmate writes a physical letter and sends it to InmateAid's processing address rather than directly to your home. Once...
Read moreSubject: Inmateaid website questions
Changing your InmateAid password works the same way as most websites.
Log into your account and navigate to Account Settings. From there select Edit Account Details where you will find the option to update your password. Enter your current password, then your new password twice to confirm, and save your changes.
If you have forgotten your current password and cannot log in, use the Forgot Password link on the login page. Enter the email address associated with your account and InmateAid will...
Read moreSubject: Inmateaid website questions
Yes. In almost every case InmateAid is happy to provide a refund if you are not satisfied with your experience.
We understand that things do not always go as planned. Mail occasionally gets delayed or lost in transit. Magazines sometimes go missing, which unfortunately does happen. Phone lines do not always produce the savings we hoped for in every situation. Whatever the reason, we would rather make it right than leave a customer frustrated.
To request a refund simply email us at...
Read moreSubject: Inmateaid website questions
Inmates cannot directly access InmateAid from inside a correctional facility through any authorized means. The internet is not available to inmates through official facility systems and InmateAid is not accessible through approved tablet platforms or inmate computer terminals.
The way inmates learn about InmateAid and the services available to them is through their families and friends on the outside. A family member discovers the site, uses it to send letters, set up discount calls, or locate their loved one, and then...
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These are two separate questions and both have straightforward explanations.
Why an inmate might not appear on InmateAid
Inmate profiles are occasionally removed at the request of the individual or their family, particularly when someone has been released and no longer wants their information publicly visible. Profiles may also be updated or temporarily unavailable during data refresh periods. If your loved one's profile has disappeared it does not necessarily mean anything has happened to them inside the facility.
Why your sent letters are...
Read moreSubject: Inmateaid website questions
Yes, InmateAid is a legitimate service that has been helping over a million families stay connected with their incarcerated loved ones since 2012. For verification and additional assurance, you can check the Better Business Bureau (BBB) website, where InmateAid holds an 'A' rating.
Subject: Inmateaid website questions
Yes, you can absolutely use InmateAid from Argentina or any other country to send a letter to an inmate in the United States.
In fact, many users are international because it is much easier and faster than sending traditional international mail. Instead of dealing with high postage costs and long delivery times, you can write your letter online and InmateAid will print it and send it through the US Postal Service directly to the facility.
For payment, InmateAid uses secure online processing...
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They receive the actual postcard, letters and 4"x 6" photos (printed to the edge) in the regular mail. InmateAid has been around for over a decade, with a reputation that allows for this service to work for both you and your inmate
Subject: Inmateaid website questions
The money you put on your account covers the letters you send to him, not the other way around. For him to write back, all he needs is a postage stamp on his end. He writes a physical letter, addresses it to InmateAid's office in Florida, and mails it the old-fashioned way. That stamp is the only cost on his side.
When his letter arrives at InmateAid's office, it gets scanned and posted to your account dashboard. You retrieve it for...
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Actually, it's cheaper than that! For the 9-Letter and 8-Picture Packages, the total is only $16.00. That is why we have these packages, to help save money and budget yourself through the entire bid
Subject: Inmateaid website questions
It means that a User on the website created the inmate profile for their personal use
Subject: Inmateaid website questions
If your mailing came through InmateAid, the return address on everything he received is InmateAid's office in South Florida, not your address in Australia. He can write a letter back to that address, and InmateAid will receive it, scan it, and post it to your account so you can read it. The cost to retrieve a return letter is minimal.
The process is the same whether you are in the next town or on the other side of the world. He...
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Simply email us (aid@inmateaid.com) your new information and we will make that change for you
Subject: Inmateaid website questions
You do not need to provide your address and it will not appear on the envelope automatically. That is one of the core features of the service.
When InmateAid sends a letter on your behalf, the return address on the envelope is InmateAid's address in Florida. Your name appears at the top, but the address below it is the company's, not yours. The inmate knows the letter is from you, but anyone else handling that envelope, including facility staff, sees only...
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