Not being listed is not a problem and it does not mean the services are unavailable. You can create the inmate profile yourself directly in your InmateAid account.
Inmates do not set up their own InmateAid accounts. The profiles are created and managed by the people on the outside who are supporting them. If your inmate does not already have a profile in the system, you just need to add them. The process is straightforward as long as you know where they are currently incarcerated.
Log into your InmateAid account and look for the option to add an inmate. You will need their name, facility, and inmate ID number if you have it. Once that profile is created and the location is confirmed in the system, all of InmateAid's services become available, letters, photos, postcards, phone service, and everything else.
If you run into any difficulty finding the facility or confirming the details you need to complete the profile, InmateAid's support team can help walk you through it. The goal is to get you connected as quickly as possible, and a missing profile is one of the easier issues to resolve.