Frequently Asked Questions.

It's quick and easy! Visit our website and select Create Account. After signing up, we'll send a confirmation email. If you don't see it right away, be sure to check your spam folder.

Click Forgot Password on the login page and enter your registered email. If it matches our system, we'll send you a reset link.

Absolutely! You can add as many contacts as you want using one account.

No. We only accept and process mail on behalf of our law enforcement partnerships. If the facility your loved one is incarcerated at lists Jailhouse Mail as their mail processor, you can trust that information is accurate. Furthermore, when you create a digital account, you can see a list of available jurisdictions when trying to add contacts.

No. We will always process your physical mail. It is worth noting that digital mail is both cheaper and faster.

Once you're logged in, click New Message. Choose a contact or add a new one by searching their facility. Type your message, hit send, and we'll take it from there!

Choose Add Photos in your message draft, select your pictures, and let them upload. Bigger or multiple files may take a bit longer.

Facilities prohibit nudity, gang symbols, drug content, violent images, and anything that threatens safety or security. Everything is reviewed by facility staff and either approved or rejected.

Yes! You can attach up to 20 photos per message.

If the facility finds a violation, they'll reject the message and you'll get an email notification. Since they make the decision, rejected items can't be refunded.

Digital messages usually arrive within two days. Messages sent before 2pm MST typically process the same day, meaning that they are printed and shipped on the same day.

Open your Sent Messages anytime to see delivery updates.

If you prefer mailing a letter, send it to our processing address (370 S 500 E #201 Clearfield, UT 84015. We scan it and deliver a printed copy to your loved one.

No, if you choose to continue sending mail via USPS, just mail your letter directly to us and we'll handle the rest!

We store the original securely. After release, the inmate can request their stored mail for a small shipping and handling fee. So long as there is no legal evidence holds on your inmate's physical mail, requests to release and ship the mail are usually processed within 10 days. To claim any physical mail, identification and forwarding address needs to be verified. Please email support@jailhousemail.com with the subject line "Physical Mail Request." A form will be sent to you and the process will begin!

Yes! You can mail handwritten letters; however they must be sent to Jailhouse Mail for processing. A high-resolution copy of your letter is created, then mailed directly to the facility.

Tip: You can also take a photo of your handwritten note and upload it digitally for even faster delivery, and cheaper than the cost of a stamp.

Only the facility decides what is accepted or rejected. Jailhouse Mail does not filter or alter your content. Please refer to your facility's specific mail rules and guidelines to make sure no letters are rejected. It is the responsibility of the sender to know the facility guidelines. If you believe your letter was rejected without cause, please contact customer support.

Rejections can happen for threats, escape plans, coded messages, nudity, gang content, violent imagery, or anything against facility rules. ALL mail is required to have a return address. If the return address cannot be verified, your mail could be rejected. Digital mail will have the return address registered to your account when you created it. You can always update that address in your profile.

If you have an account registered with Jailhouse Mail, you will receive an email notification. If it was sent via physical mail, the letter would be kept for safe keeping, available to be retrieved by the inmate upon their release per our policy on releasing mail.

No. Since facilities perform the review and the service has already been provided, rejected messages cannot be refunded. If you appeal the rejection and Jailhouse Mail agrees that no mail policies were violated from Jailhouse Mail or our partnered facility, your account will be credited.

Digital messages cost 25 cents per letter and 25 cents per photo. We work hard to keep messaging more affordable than traditional mail.

We accept major debit and credit cards. Some prepaid cards may work depending on the bank.

Declines may occur due to fraud filters, outdated card information, insufficient funds, or VPN use. Try again after disabling a VPN or contact your bank.

No credits here, you just pay for what you send. How ever much money is in your account will always be there.

Refunds are not available for delivered or rejected messages. In rare cases of system error, we may apply account credit.

Absolutely. We don't sell or share your personal information.

All correspondence is reviewed and monitored by the facility where the mail will be delivered.

They receive your name and return address, which is required for proper delivery.

Try uploading smaller batches or checking your internet connection. Your drafts will save automatically while you work.

Sometimes the facility forgets to update the status. We send reminders to help. If an item goes missing, we resend it at no charge.

Transfers, new bookings, and releases can delay search results by up to 24 hours. If they were already added, check the Released Inmates tab.

Try refreshing the page or resetting your password. If that doesn't work, our support team is ready to help.

Disable any VPNs and try again—banks sometimes block transactions that look unusual.

Check your spam or junk folder. If there is still nothing, verify your email address or reach out to support.