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.
Subject: Inmateaid website questions
InmateAid was built by a former federal inmate who also spent time in county and private prison facilities. The site exists to help families and loved ones support someone who is incarcerated, from the day they are arrested through their release and reentry. That is what the tagline Before, During and After means.
Here is what the site offers and how it works.
Personal Inmate Page. You create a profile for your inmate that serves as a central hub for everything related...
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No one currently incarcerated is answering questions on InmateAid. Inmates inside correctional facilities do not have access to the internet, computers, or any platform that would allow them to participate directly in an online Q&A service.
The people answering questions on Ask the Inmate are former inmates, people who have already served their time and bring firsthand knowledge of the correctional system to the answers they give. That experience is what makes the answers on this section of the site different...
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If a scanned letter appears cut off in your account, the most common reason is that your inmate wrote on paper larger than the standard 8.5 x 11 size, such as legal paper. The scanning process is set up for standard letter-size pages, and anything larger may not capture the full content in the digital image.
When this happens, InmateAid retains the original physical letter. Rescanning will not produce a better result if the issue is paper size, but the original...
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Adding a second or additional discount phone line is straightforward from your account dashboard. Here are the steps:
Log into your InmateAid account and go to your Account Dashboard. Click on Discount Telephone. On the next page, click the red button that says Add a Local Line. Follow the prompts to complete the information for the new line, including the facility and the number you want the line to forward to.
Once the new line is processed you will receive a confirmation...
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Inmates do not have internet access and they do not respond directly on the site. That is a reasonable thing to wonder about, and the answer is simpler than it might seem.
When an inmate wants to write back through InmateAid, they do it the old-fashioned way: pen and paper, addressed to InmateAid's mailing address. When that letter arrives, we scan it and post it directly to your account. You receive an email notification letting you know there is a letter...
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InmateAid works for all of them. The service covers every prison, jail, and detention center in the United States, not just federal or state prisons.
That includes county jails, city jails, immigration detention centers, juvenile facilities, and any other type of correctional facility. If your person is incarcerated somewhere in the US, InmateAid can help with letters, photos, discount phone service, sending money, and other support services regardless of the facility type.
If you are ever unsure whether a specific facility is...
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This is a common formatting issue and the fix is simple once you know it.
When typing your letter, pressing Enter alone does not create a proper paragraph break in the system. Instead, hold Shift and press Enter at the same time. That keystroke creates a clean paragraph break that carries through correctly when the letter is formatted and printed.
If you have been hitting Enter and wondering why everything runs together into one long block of text, Shift and Enter is...
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