FAQs

Are you using a standard credit/debit card or a prepaid card?

Prepaid:

If you’re using a prepaid card, then you must register an address with the card company before you use the card to make a deposit on our website. Please call the number on the back of your card to register your address with your card company. Once you’ve done this, you should be able to proceed with making a deposit on our website.

There are also limits on how often a card can be used to deposit and how much can be deposited within a certain period of time. If you are getting a message that says “Your deposit has been denied due to suspicious credit card activity”, it is because the daily or weekly limit has been reached. See below for those limits:

• Maximum of $300.00 per deposit is allowed
• Maximum of 3 transactions over 7 seven days

If you are having an issue other than those listed above, you will need to email our credit card processor directly since they are the only ones who can see the reason that a transaction is not going through. Their email address is: [email protected]

Please allow 1 to 2 business days (Monday through Friday) for a response from our credit card processor. Please make sure to check your “spam” or “junk” email folder in case your email provider sends the email there.

Standard Credit or Debit Card:

The address entered into our website must match with the address that is on file with your card company. If it doesn’t match, the transaction will be declined. Please make sure that you have entered all other required information correctly (card number, the CVV security code from the back of your card, and your email address). You must also check the box at the bottom of the page to verify that you are the authorized user for the card.

There are also limits on how often a card can be used to deposit and how much can be deposited within a certain period of time. If you are getting a message that says “Your deposit has been denied due to suspicious credit card activity”, it is because the daily or weekly limit has been reached. See below for those limits:

• Maximum of $300.00 per deposit is allowed
• Maximum of 3 transactions over  7 seven days are allowed

If you are having an issue other than those listed above, you will need to email our credit card processor directly since they are the only ones who can see the reason that a transaction is not going through. Their email address is: [email protected]

Please allow 1 to 2 business days (Monday through Friday) for a response from our credit card processor. Please make sure to check your “spam” or “junk” email folder in case your email provider sends the email there.

No, for security reasons, we do not accept credit card numbers over the phone. If you are having problems using the website, you may submit a question through the website contact form or call us at 337-234-3534 (select option 1 for Customer Service) and someone will do their best to assist you. However, no deposits will be allowed over the phone under any circumstance.

No. We cannot give out any information about an Incarcerated Individuals account balance or account activity. We can verify that your deposit has been posted to an Incarcerated Individuals account if you have the task number for the deposit.

Answer 1:

There are weekly limits on how often a card can be used to deposit and how much can be deposited within a certain period of time. If you are getting a message that says “Your deposit has been denied due to suspicious credit card activity”, it is because the daily or weekly limit has been reached. See below for those limits:

• Maximum of $300.00 per deposit is allowed
• Maximum of 3 transactions over 7 seven days are allowed

If you do not believe that the weekly deposit limits have been reached, you will need to email our credit card processor directly since they are the only ones who can see the reason that a transaction is not going through. Their email address is: [email protected]

Please allow 1 to 2 business days (Monday through Friday) for a response from our credit card processor. Please make sure to check your “spam” or “junk” email folder in case your email provider sends the email there.

Answer 2:

It is possible that the Incarcerated Individuals account is blocked due to a chargeback or for some other reason. You will need to email our credit card processor directly since they are the only ones who can see the reason that a transaction is not going through. Their email address is: [email protected]

Please allow 1 to 2 business days (Monday through Friday) for a response from our credit card processor. Please make sure to check your “spam” or “junk” email folder in case your email provider sends the email there.

Please click the button that says “Deposit Inmate Funds,” and follow the instructions to make the deposit.