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
Absolutely. InmateAid is not a bundled subscription and there are no required purchases beyond what you actually want to send.
If all you need right now is a postcard, that is all you buy. No phone service, no letter package, no minimum order. The platform is built around the idea that you use what you need and skip what you do not. Some people use only the phone discount service. Others send only letters and photos. Others use everything available. It...
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InmateAid has been around helping folks for many years. We would NEVER charge your card for anything without your permission. In fact, your credit card information only goes to the bank processing company - NO FINANCIAL RECORDS are stored on InmateAid servers.
Subject: Inmateaid website questions
Did you set up the profile or just found it on the site? The members create the profiles to keep connected. If the information is incorrect, let us know and we will fix it immediately.
Subject: Inmateaid website questions
depends on the volume of questions. there are hundreds of the same question asked again and again. we usually do not get to them immediately. try and ask a question that is specific so that it gets answered quickly
Subject: Inmateaid website questions
Our members create their own inmate profile and use whichever service meets their needs. We do not monitor, verify or update the profiles unless requested to do so. We are always happy to help when asked. The inmate profiles may be removed by the member that created them. If your inmate gets released and their profile is affecting them we will remove it upon a verified request to do so by that person.
Please let us know if you need further assistance,...
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You can always find your Discount Telephone number in your My Account area. This is where all your dealings with the website are conducted and saved
Subject: Inmateaid website questions
The inmate profiles are created by the members of the site. We do not monitor, verify or update the profiles unless requested by the member.
Subject: Inmateaid website questions
Inmates are not allowed access to the internet, this chat idea sounds good but it's not available anywhere.
Subject: Inmateaid website questions
InmateAid is legitimate and has been operating since April 2012. That is over a decade of processing letters, photos, postcards, and other services for families and loved ones of incarcerated people across the country. The platform was built by someone who served 66 months in federal prison and understood firsthand what inmates and their families actually need.
On delivery, the service is reliable. Letters go out the same day if ordered before 5pm Eastern time, and your inmate typically has the...
Read moreSubject: Inmateaid website questions
If you cannot find your inmate in our database, you can create one yourself. If you are having issues finding where they are or what their inmate ID number is, email us at aid@inmateaid.com. We will try and find them for you - but your message has to be specific for us to help.
