JPay Customer Service: Money Transfers, Email, Video and Complaints

Eric Strand

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JPay customers commonly need help with a delayed money transfer, payment sent to the wrong person, missing message, stamp purchase, failed video visit, tablet problem, account login, recurring payment, community-corrections fee, or release card. JPay services and prices vary by correctional agency and facility, so confirm that the exact facility supports the service before paying.

For JPay customer service, call 1-800-574-JPAY / 1-800-574-5729. JPay currently identifies this as 24-hour customer support. Customers can also submit an inquiry through JPay’s official online Customer Service form.

How to Contact JPay Customer Service

The JPay mailing address is not a correctional facility, payment lockbox for every state, tablet-repair center, public customer-service office, or destination for unsolicited devices, money orders, identification documents, or payment cards.

Best JPay Support Route by Issue

  • Money transfer or community-corrections payment: Call JPay or use the Billing/Payments or Send Money subject in the online support form.
  • Transaction still pending: Check Transfer History and look for a cancellation option before the payment processes.
  • Money sent to the wrong incarcerated individual: Contact JPay immediately, but processed payments generally cannot be redirected.
  • Facility has not posted the money: Confirm JPay’s transfer status, then contact the correctional agency when JPay shows the funds as transmitted.
  • Recurring payment: Sign in, open Send Money and Recurring Payments, and delete the schedule before the applicable processing deadline.
  • Email, photo, VideoGram, or stamps: Confirm whether the facility uses JPay Email or Securus eMessaging.
  • Video Connect: Confirm facility availability, approval, schedule, rate, equipment, and internet requirements.
  • Tablet or media problem: Use the Tablets/Media subject in JPay’s online support form and identify the facility and device.
  • Password or account-login problem: Use the official password-reset page or call JPay when the account email is unknown.
  • Progress Prepaid Mastercard: Contact Juice Financial at 1-866-777-5729.
  • Securus calling account: Contact Securus rather than JPay when the problem involves AdvanceConnect, Securus Debit, or ordinary telephone calls.
  • Facility restriction or disciplinary decision: Contact the correctional facility or Department of Correction because JPay cannot override facility policy.
  • Unresolved money-transmission complaint: Contact JPay first, then review the regulator listed for your state in JPay’s Consumer Protection notices.

JPay Services Depend on the Correctional Facility

Not every JPay service is available at every prison, jail, state Department of Correction, parole office, or probation agency.

Depending on the facility, available services may include:

  • Money transfers to a trust or commissary account
  • Medical, dental, travel, or other designated transfer categories
  • Restitution and supervision payments
  • Electronic messages
  • Photos and Snap n’ Send
  • VideoGrams
  • Video Connect
  • JPay tablets
  • Media credits
  • Music, games, movies, or educational content
  • Lobby kiosks
  • Release cards

Search for the exact agency and facility before creating an account, buying stamps, scheduling video, or sending money. Prices, limits, approved payment methods, message rules, session length, and delivery timing may differ even between facilities in the same state.

JPay, Securus Technologies and Aventiv

JPay LLC is part of Aventiv Technologies. Aventiv also operates Securus Technologies and AllPaid.

Some correctional agencies have moved JPay communication services to Securus. At those facilities:

  • JPay Email may now be called Securus eMessaging.
  • New stamps may need to be purchased through Securus.
  • VideoGrams may be sent through a Securus account.
  • Messaging history or balances may be handled under facility-specific transition rules.
  • Telephone-call funding may use a Securus account rather than a JPay trust-account transfer.

Do not assume that a JPay login, Securus login, stamp balance, calling balance, and trust-account payment are interchangeable. Check the facility’s current JPay or Securus page before adding funds.

How to Send Money Through JPay

JPay may allow money to be sent through:

  • JPay.com
  • The JPay mobile app
  • Telephone customer service
  • MoneyGram
  • A facility lobby kiosk
  • A cashier’s check or money order for participating agencies

Online transfers generally require:

  • A JPay account
  • The incarcerated individual’s correct name
  • The correctional identification number
  • The correct state, agency, and facility
  • An eligible credit or debit card
  • The correct transfer category when the agency uses categories

Confirm every detail before submitting the payment. A similar name or incorrect identification number can direct money to the wrong account.

JPay Money Transfer Fees

JPay fees depend on the correctional agency, amount sent, payment method, and transaction type. Telephone transfers completed by a live representative may cost more than online transfers.

Before authorizing a transaction, review:

  • Principal amount being sent
  • JPay service fee
  • Total amount charged
  • Transfer category
  • Recipient and correctional identification number
  • Estimated processing information
  • Recurring-payment status

A card issuer may separately classify the payment as a cash advance or impose fees or interest. JPay does not control charges assessed by the bank or card issuer.

How Long Does a JPay Money Transfer Take?

JPay generally states that:

  • Electronic payments are transmitted within one to two business days.
  • Lockbox money orders are generally processed within 10 business days after JPay receives the payment.
  • The correctional facility may require additional time to post the money to the incarcerated individual’s trust account.

A transaction can also be delayed by:

  • Depositor identity verification
  • Incorrect recipient information
  • Missing MoneyGram information
  • An invalid payment card
  • A bank authorization hold
  • A chargeback or fraud review
  • A facility transfer
  • A facility restriction
  • A holiday or weekend
  • Mail delivery to a money-order lockbox
  • Agency posting procedures

How to Check a JPay Transfer

  1. Sign in to JPay.com.
  2. Open Send Money.
  3. Open Transfer History.
  4. Find the transaction.
  5. Review its current status and confirmation number.

If JPay shows the transfer as completed or transmitted but the funds are not available, contact JPay for confirmation and then contact the correctional facility’s trust-account or inmate-account department when appropriate.

Can a JPay Payment Be Canceled?

A payment may be cancelable while it remains pending. Check Transfer History for a Cancel button or contact customer service immediately.

Once a payment has processed, JPay generally cannot cancel, reverse, change, or redirect it.

Payment Sent to the Wrong Incarcerated Individual

JPay’s current FAQ says it cannot change a processed transaction sent to the wrong incarcerated individual.

Contact JPay immediately and provide:

  • Transaction confirmation number
  • Date and amount
  • Intended recipient
  • Recipient actually selected
  • Correctional agency and facility
  • Current transaction status

Do not contact or threaten an unintended recipient or publish their name or identification number online.

Wrong Credit or Debit Card Used

Contact JPay promptly. If the transaction remains pending, JPay may be able to cancel it. A payment that has already processed generally cannot be canceled merely because a different card was intended.

JPay Refunds and Payment Disputes

JPay’s payment terms generally state that a processed payment cannot be canceled. If a payment cannot be completed or the facility refuses it, JPay may cancel the transaction and refund the principal and service fee.

Disputes or refund requests involving lost or misdirected payments generally must be submitted within 60 days of the original transaction.

Information to Include in a Refund Request

  • JPay transaction confirmation number
  • Date and amount
  • Service fee
  • Recipient and facility
  • Payment method
  • Transaction status
  • Reason for the request
  • Previous JPay case number
  • Supporting bank or MoneyGram receipt

Do not send an unredacted bank statement, complete card number, PIN, CVV, password, or verification code through an unofficial channel.

Incarcerated Individual Was Released or Transferred

JPay’s FAQ says remaining funds on an incarcerated individual’s account are generally provided to that individual upon release or transfer. The sender generally does not receive a refund merely because the person was released or moved.

JPay Recurring Payments

Customers can schedule recurring money transfers through their JPay account.

To review or cancel a recurring payment:

  1. Sign in to JPay.
  2. Open Send Money.
  3. Open Recurring Payments.
  4. Locate the scheduled transfer.
  5. Select Deactivate to pause it or Delete to remove it permanently.
  6. Save confirmation of the change.

JPay’s payment terms say recurring-payment cancellation should be completed at least 10 business days before the scheduled processing date.

Deleting an incarcerated individual from a contact list, removing the app, closing a payment card, or assuming a person has transferred does not necessarily cancel an active recurring payment.

JPay MoneyGram and Cash Payments

Participating agencies may allow customers to send cash through MoneyGram. The sender generally needs:

  • The incarcerated individual’s last name
  • Correctional identification number
  • Facility or agency receive code
  • Sender contact information
  • Payment amount and service fee

Keep the MoneyGram receipt and reference number.

If required sender information is missing, JPay may hold the payment until the customer provides the missing information. Contact JPay rather than sending a second payment.

JPay Money Orders and Lockbox Payments

Some correctional agencies accept cashier’s checks or money orders through a JPay lockbox.

Use only the coupon and mailing address provided for the correct state and agency. Do not mail a money order to JPay’s Miramar correspondence address unless the official agency instructions specifically direct you there.

Before mailing:

  • Download the current state-specific coupon.
  • Use the correct incarcerated individual’s name and identification number.
  • Use the correct lockbox address.
  • Complete purchaser information.
  • Keep the money-order receipt and serial number.
  • Use trackable delivery when appropriate.
  • Do not send cash.

JPay generally says lockbox money orders may require up to 10 business days after receipt for processing.

JPay Community Corrections Payments

JPay may process payments for parolees, probationers, and other supervised individuals. Available payment categories may include:

  • Restitution
  • Supervision fees
  • Court costs
  • Drug-testing fees
  • Self-report fees
  • Other agency-defined obligations

Confirm the correct agency, person, payment category, amount, and due date. JPay processes the transaction, but the supervising agency controls the obligation, balance, deadline, late consequences, and how the payment is applied.

Keep the confirmation number and verify that the agency credited the correct obligation.

JPay Email and Messaging Support

JPay electronic messages are not the same as ordinary internet email. The incarcerated individual does not receive unrestricted internet access.

Messages may be:

  • Screened by the correctional facility
  • Delayed by mailroom schedules
  • Rejected under facility rules
  • Unavailable during disciplinary restrictions
  • Affected by a facility transfer
  • Delivered through a kiosk or tablet
  • Moved to Securus eMessaging at participating facilities

JPay says most electronic messages are delivered within 24–48 hours, but the facility controls review and final delivery.

JPay Stamps

Electronic messages generally require virtual stamps. Additional stamps may be required for:

  • Longer messages
  • Photos
  • Attachments
  • VideoGrams
  • Reply stamps

Stamp prices and subscriptions vary by facility. JPay’s current general FAQ says stamps do not expire, but customers should verify facility-transition rules when messaging has moved to Securus.

Email Tab Is Missing

The Email or messaging tab may be missing because:

  • The facility does not offer the service.
  • The wrong incarcerated individual is selected.
  • The person was transferred.
  • The contact was entered incorrectly.
  • The person is restricted from messaging.
  • The facility moved messaging to Securus.

Check the facility page before purchasing additional stamps or opening another account.

JPay Photos, Snap n’ Send and VideoGrams

Photo and VideoGram availability depends on the facility. Content may be reviewed and rejected under correctional rules.

Common reasons content may be rejected include:

  • Nudity or sexually explicit material
  • Violence or threats
  • Gang-related content
  • Contraband information
  • Escape or security information
  • Third-party communication prohibited by the facility
  • Personal information involving another incarcerated individual
  • Unacceptable image format or size

JPay does not control every facility’s approval decision. Contact the facility when the dispute concerns its mail or security rules.

JPay Video Connect Support

JPay Video Connect allows eligible customers to schedule remote video sessions at participating facilities.

Availability, price, session duration, hours, and approval rules vary by facility.

Before Scheduling Video Connect

  • Confirm that the facility offers Video Connect.
  • Confirm that the incarcerated individual is eligible.
  • Review identification and visitor-approval rules.
  • Check the time zone.
  • Test the camera, microphone, speakers, and internet connection.
  • Review prohibited conduct and clothing rules.
  • Confirm the cancellation and refund policy displayed during booking.

Session Was Not Approved

The correctional facility controls approval. Contact JPay to confirm the transaction and contact the facility when the denial concerns visitor status, disciplinary restrictions, scheduling, housing, or institutional operations.

Video Session Ended Early

JPay’s current Video Connect information describes pay-per-minute sessions and says the monetary value of unused time, rounded up to the nearest minute, is refunded after the call.

Keep:

  • Session date and scheduled time
  • Facility
  • Purchase confirmation
  • Actual connection and disconnection times
  • Error messages
  • Screenshot showing the issue
  • Refund or credit activity

JPay Tablet and Media Support

JPay tablets and media services may allow eligible incarcerated individuals to access:

  • Messages
  • Music
  • Games
  • Movies or television rentals
  • Educational material
  • VideoGrams
  • Stamps
  • Other facility-approved content

Tablet ownership, replacement, repair, media-transfer, account-balance, and content-access rules depend on the correctional agency and contract.

When reporting a tablet problem, provide privately:

  • Facility and state
  • Incarcerated individual’s identification number
  • Tablet model or device information
  • Error message
  • Date the problem began
  • Whether the issue affects charging, login, messaging, sound, screen, or purchased media
  • Previous kiosk or facility-support request
  • Purchase or media transaction history

Friends and family should not attempt to repair, mail accessories to, or replace a correctional tablet without facility authorization.

JPay Account Login and Password Help

Use JPay’s official password-reset page and enter the email address connected to the account.

If the reset email does not arrive:

  • Check spam and junk folders.
  • Confirm the spelling of the email address.
  • Check older email accounts.
  • Confirm that the account is a JPay account rather than Securus.
  • Update the JPay app.
  • Try JPay.com in a supported browser.
  • Call customer service when the account email is unknown.

Never provide a password or one-time verification code to someone who unexpectedly calls, texts, emails, or contacts you through social media.

JPay Progress Prepaid Mastercard Support

The JPay Progress Prepaid Mastercard may contain funds provided to an individual upon release from a participating correctional agency.

Card servicing is handled through Juice Financial:

Contact Juice Financial for:

  • Card activation
  • PIN setup
  • Lost or stolen cards
  • ATM access
  • Card balance
  • Declined purchases
  • Transaction disputes
  • Reloading or account-management questions

Ordinary JPay money-transfer customer service may not be able to access or service the prepaid card account.

JPay Fraud and Chargeback Problems

JPay warns customers to send money only to a person whose identity they can verify. Funds received by an unknown or fraudulent recipient may not be refundable.

A chargeback can result in:

  • The sender’s card-payment access being blocked
  • The incarcerated individual’s card-funded transfers being restricted
  • A demand that the disputed amount be repaid
  • Additional review of future transactions

Do not file a chargeback merely because the correctional facility has not yet posted a payment. First determine whether JPay transmitted the funds and whether the facility is still processing them.

For an unauthorized transaction, contact JPay and the card issuer promptly and preserve the confirmation, amount, date, and account-access history.

Fake JPay Support and Payment Scams

Scammers may impersonate JPay, a correctional employee, an incarcerated person, an attorney, a bail service, or a government agency.

Warning signs include:

  • A request to send money to an unfamiliar incarcerated individual
  • A demand for gift cards or cryptocurrency
  • A request for a JPay password or verification code
  • A caller claiming that payment will guarantee release, parole, protection, housing, or medical treatment
  • An unofficial payment link
  • A request for remote access to a phone or computer
  • A threat that immediate payment is required to prevent arrest
  • A social-media account claiming to be JPay support

Use JPay.com, the official JPay app, and the verified telephone number. Verify requests with the correctional agency when necessary.

How to File a JPay Complaint

Call 1-800-574-5729 or submit the official online Customer Service form.

Include the Following Information

  • Type of JPay service
  • Correctional agency and facility
  • Transaction or purchase date
  • Confirmation number
  • Amount and service fee
  • Exact error message
  • Previous support contacts
  • Facility response when relevant
  • A concise timeline
  • The specific resolution requested

Possible Requested Resolutions

  • Transaction-status explanation
  • Pending-payment cancellation
  • Refund review
  • Corrected account access
  • Restored messaging or stamp history
  • Video-session refund or credit review
  • Tablet or media investigation
  • Recurring-payment cancellation
  • Release-card support referral
  • Written explanation of a denial

How to Escalate an Unresolved JPay Complaint

  1. Contact JPay customer service. Request a case or reference number.
  2. Identify who controls the issue. Determine whether it belongs to JPay, Securus, the correctional facility, the Department of Correction, MoneyGram, the card issuer, Juice Financial, or another provider.
  3. Save documentation. Keep receipts, confirmations, transaction history, messages, screenshots, and call notes.
  4. Ask for supervisor review. Explain what remains unresolved.
  5. Act before applicable deadlines. Payment disputes involving lost or misdirected funds generally must be raised within 60 days.
  6. Use the state regulator when appropriate. JPay publishes state-specific complaint contacts for regulated money-transmission disputes.
  7. Use the formal dispute route only when necessary. Review JPay’s current legal agreement before sending a formal notice.

State Money-Transfer Complaints

JPay LLC operates as a licensed or authorized money transmitter and publishes state-specific consumer-protection notices.

Customers should generally:

  1. Contact JPay at 1-800-574-5729.
  2. Request a case number and written response.
  3. Review JPay’s Consumer Protection and State Disclosures.
  4. Contact the regulator listed for the customer’s state when a regulated money-transmission complaint remains unresolved.

A state money-transmitter regulator generally addresses payment and licensing issues. It may not control facility message screening, visitation approval, discipline, commissary policy, or a correctional-agency decision.

JPay Formal Dispute Notices

JPay’s current payment agreement contains an arbitration provision, class-action waiver, time limits, and a required informal-dispute procedure.

The agreement currently identifies:

  • Formal dispute email: Resolutions@JPay.com
  • Formal dispute mailing route: JPay LLC c/o Securus Technologies, LLC, Attn: Legal Department, 4000 International Parkway, Carrollton, TX 75007

The formal dispute route is not a substitute for ordinary customer service and has specific wording and procedural requirements. Review the current agreement and seek legal advice when necessary.

JPay Privacy Requests

For privacy questions or applicable requests to access, correct, delete, restrict, or obtain personal data, contact Aventiv’s privacy team:

Identity verification may be required. Do not place Social Security numbers, government identification, correctional records, payment-card information, or other sensitive information in an ordinary public comments field.

JPay Company Information

  • Legal company: JPay LLC
  • Mailing address: 3450 Lakeside Drive, Suite 100, Miramar, FL 33027
  • Customer service: 1-800-574-5729
  • Parent company: Aventiv Technologies
  • Related Aventiv company: Securus Technologies
  • Money-transmitter identifier: NMLS ID 926932
  • Official website: JPay.com

The Miramar address is a published JPay mailing address. It should not be assumed to be a walk-in customer-service office, payment lockbox, legal-notice address for every dispute, or location where customers can bring tablets, cards, or correctional paperwork.

JPay Customer Service Reviews and Complaints

CustomerServiceNumbers.com currently shows JPay with 0 out of 5 stars based on zero reviews.

No JPay customer reviews have been submitted to this page. There are therefore no visible review dates, positive themes, complaint themes, transfer outcomes, messaging experiences, video-session results, tablet complaints, refund decisions, or customer-service response patterns to summarize.

The 0 out of 5 display reflects the absence of reviews. It should not be interpreted as an actual zero-star rating assigned by JPay customers.

JPay Customer Service Frequently Asked Questions

What is the JPay customer service phone number?

Call 1-800-574-JPAY / 1-800-574-5729.

Is JPay customer service available 24 hours?

JPay’s current official contact page identifies the number as 24-hour customer support.

How do I email JPay?

Use JPay’s official online Customer Service form. JPay help materials also list support@jpay.com for certain support requests.

How long does a JPay money transfer take?

JPay generally transmits electronic payments within one to two business days. Lockbox money orders generally require up to 10 business days after JPay receives them. The correctional facility may need additional time to post the funds.

Can I cancel a JPay payment?

A transaction may be cancelable while it remains pending. Once it processes, JPay generally cannot cancel or redirect it.

Can JPay refund money sent to the wrong incarcerated individual?

JPay’s FAQ says it generally cannot change a processed payment sent to the wrong person. Contact JPay immediately while the transaction is still pending.

How long do I have to dispute a JPay transfer?

JPay’s payment terms generally require disputes or refund requests involving lost or misdirected payments to be submitted within 60 days of the original transaction.

How do I cancel recurring JPay payments?

Sign in, open Send Money and Recurring Payments, and delete the schedule. JPay’s terms say cancellation should be completed at least 10 business days before processing.

Why has my JPay message not been delivered?

The message may still be under facility review, the person may have transferred, messaging may be restricted, or the facility may have moved to Securus eMessaging.

Do JPay stamps expire?

JPay’s current general Email FAQ says stamps do not expire. Customers at facilities transitioning to Securus should verify how existing balances are handled.

How do I get a refund for a failed JPay video visit?

Contact JPay with the session information. JPay’s current pay-per-minute Video Connect page says the value of unused session time is refunded after the call.

Who handles the JPay Progress Card?

Juice Financial handles Progress Prepaid Mastercard support at 1-866-777-5729.

Is JPay owned by Securus?

JPay and Securus are part of Aventiv Technologies. Some facility pages describe Securus as JPay’s parent during service transitions, while Aventiv’s privacy notice identifies Aventiv as the parent organization for both companies.

Where is JPay located?

JPay currently lists a mailing address at 3450 Lakeside Drive, Suite 100, Miramar, FL 33027.

How do I file a formal complaint against JPay?

Contact JPay customer service first. For an unresolved money-transfer complaint, review JPay’s state regulator disclosures. Formal legal disputes are subject to the current agreement and separate notice requirements.

Related Correctional Communication Pages

Why Trust CustomerServiceNumbers.com?

CustomerServiceNumbers.com has helped consumers locate customer-service information, complaint routes, telephone numbers, ratings, and customer reviews since 2004.

We are an independent consumer-help website and are not owned or operated by JPay, JPay LLC, Aventiv Technologies, Securus Technologies, Juice Financial, First Century Bank, MoneyGram, any correctional facility, Department of Correction, parole agency, probation agency, card issuer, or government regulator.

Our goal is to help families and customers identify the correct support provider, understand facility-specific restrictions, document a payment or communication problem, protect sensitive information, and report whether the issue was resolved.

Share Your JPay Customer Service Experience

Have you contacted JPay about a money transfer, refund, recurring payment, message, stamp purchase, photo, VideoGram, Video Connect session, tablet, media account, password, community-corrections payment, fraud concern, or release card?

Leave a review below and explain:

  • Which JPay service was involved
  • The general state or agency without publishing private correctional details
  • Which support route you used
  • Whether JPay created a case number
  • How long the response took
  • Whether the correctional facility was also contacted
  • What resolution was offered
  • Whether the issue was resolved

Privacy warning: Do not publish incarcerated individuals’ full names or identification numbers, facility housing locations, criminal case details, release dates, JPay account emails, passwords, transaction confirmation numbers, payment-card or bank information, government identification, parole or probation records, private messages, photos, VideoGrams, video-session links, release-card numbers, PINs, home addresses, telephone numbers, or private family information.

Page Update Note

This JPay customer service page was updated on July 23, 2026, to verify the 24-hour customer-support number, replace the outdated Miami address with JPay’s current Miramar mailing address, add the official support form and email guidance, explain Aventiv and Securus relationships, expand facility availability, money-transfer timing, fees, cancellations, refunds, recurring payments, messaging, stamps, Video Connect, tablet, Progress Card, privacy, fraud, regulatory complaint, and escalation information, and confirm that the live CustomerServiceNumbers.com page currently has no reviews.

Customer Service Information Disclaimer

CustomerServiceNumbers.com is not affiliated with JPay, JPay LLC, Aventiv Technologies, Securus Technologies, Juice Financial, First Century Bank, Mastercard, MoneyGram, any correctional institution, Department of Correction, parole agency, probation agency, card issuer, payment processor, regulator, or government office.

This page is provided for informational, complaint, and review purposes only. CustomerServiceNumbers.com cannot access JPay accounts, send or reverse money, cancel recurring payments, deliver messages, approve photos, schedule video visits, repair tablets, issue stamps, service release cards, change facility restrictions, file regulatory complaints, or provide legal or financial advice.

Phone numbers, addresses, fees, processing times, facility contracts, service availability, messaging platforms, refund rules, dispute deadlines, card programs, regulator contacts, and legal terms can change. Confirm important information through JPay, Securus, the correctional agency, the facility, the current payment agreement, the cardholder agreement, and the appropriate regulator before taking action.

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