What if My Inmate's Scanned Letter Got Cut Off in My Account

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 can be mailed directly to you so you can read the complete letter. There is no charge for this. It is a technical limitation of the scanning process, not something you should have to pay to resolve.

If you find yourself in this situation, contact InmateAid directly and provide your mailing address. We will send you the original letter.

Going forward, it may be worth letting your inmate know through your next letter that standard 8.5 x 11 paper scans most reliably. Most facilities sell standard-size paper through commissary, and using it ensures the full content of every letter comes through clearly in your account.