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
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...
Read moreSubject: Inmateaid website questions
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...
Read moreSubject: Inmateaid website questions
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...
Read moreSubject: Inmateaid website questions
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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