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
Absolutely, and this is exactly how the system is designed to work.
Not every inmate appears in the search results automatically, particularly those in smaller county jails or facilities that do not share data with public inmate locators. That is not a problem. InmateAid allows you to create a profile manually for any inmate at any facility as long as you know where they are housed.
Once you set up the profile with the correct facility information, all of InmateAid's services become...
Read moreSubject: Inmateaid website questions
Nooooo, this is for the Users. The inmates do not have access to the internet (or they are not supposed to)
Subject: Inmateaid website questions
When letters or photos show a pending status for longer than usual, it is understandably concerning, particularly when you are relying on that communication to reach someone who is counting on hearing from you. In most cases, however, a prolonged pending status is a display issue on the account side rather than an indication that the letters have not been sent.
InmateAid processes letters and photos through an automated API connection with its fulfillment partner. Once an order is submitted and...
Read moreSubject: Inmateaid website questions
In your My Account area, click on "Letters from Inmates"
Subject: Inmateaid website questions
Your letters do not go anywhere when an inmate is released. Everything stored in your InmateAid account stays there until you decide to deactivate the account yourself. Release does not affect what is saved on the platform.
If you are not seeing letters that should be in your account, it is most likely a navigation issue rather than missing content. Log back into your account and look for the inbox or received mail section. Letters your inmate sent back through InmateAid...
Read moreSubject: Inmateaid website questions
Yes, InmateAid's services work with every facility in the US. The savings and viability are different at every level, you can email us your information if you would like a more detailed explanation as it pertains to your situation.
Subject: Inmateaid website questions
They are addressed with the Sender's name and InmateAid's address in Florida.
Subject: Inmateaid website questions
No, inmates do not have access to the Internet. On the website, no one is able to see who is following whom - only the information is your own My Account area.
Subject: Inmateaid website questions
InmateAid was created for the online user, NOT the inmates as they are not supposed to have access to the Internet. We know that smartphone use is rampant in the prison systems so we say "not supposed to". All of the ways that a loved one on the outside can make an inmate's sentence easier to ride out is on InmateAid. You can send money, write your inmate a real letter, add some photos (these are printed out on high gloss 4...
Read moreSubject: Inmateaid website questions
InmateAid profiles are created by the members of the site. We do not monitor, verify or update the profiles unless requested to do so... In this case, maybe the release date was entered incorrectly if you think he is still inside. If you need assistance, pleas edo not hesitate to ask.
Subject: Inmateaid website questions
Yes, InmateAid works with every county jail, state and federal prison
Subject: Inmateaid website questions
Your son does not need to do anything on his end. InmateAid is a service built entirely for the people on the outside, and inmates do not have internet access to register for anything even if they wanted to.
You create the account, set up your son's inmate profile, and handle everything from your side. Once his profile is in the system, you can send letters, photos, postcards, and access any of the other services InmateAid offers. Everything gets processed and...
Read moreSubject: Inmateaid website questions
The inmate profiles are created by our members. We do not monitor, update or verify the information unless requested to do so. We have made the requested changes to your inmate's location reflected in the screenshot below.
To communicate, you can write letters or send photos - you will have to go to your My Account area and click on the Inmate Page and then click "Letters". You will be able to communicate to them through there. InmateAid syncs up the information on...
Read moreSubject: 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...
Read moreSubject: Inmateaid website questions
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.
