It’s been several minutes and the inmate hasn’t appeared on the screen. Why?

There may be several reasons, including:

  • If inmate is released, the visit will be automatically cancelled.
  • The inmate’s visitation privileges were suspended.
  • The inmate is in treatment or court.
  • The inmate may not know about the visit.
  • You may have logged in to the visit too early. Try logging out and logging back in to your account.

Call Customer Service for further assistance.

Why can’t I schedule a visit with an inmate?

There may be several reasons:

  • The inmate is currently not allowed visits.
  • The inmate is not one of your approved contacts.
  • You do not have sufficient funds on your prepaid balance to purchase visitation time.

Call Customer Service for further assistance.

I’m going to visit at the facility. What should I know before I go?

Here are some things to keep in mind if you plan on visiting at the facility:

  • Schedule your visit before you visit the facility by creating an account on, so that you don’t have to spend time waiting in the lobby.
  • You can also schedule your visit when you get to the facility by using the lobby kiosk to create a free account.
  • The visit starts at the exact time of your appointment, so arrive a little early and log in on time to make sure you get your full visit.
  • You’ll need your photo ID to register, schedule and visit, so bring it with you every time you come to the facility.
  • Refunds are given when visits are cancelled prior to the visit start time. Refunds for missed visits are refunded on a per facility basis. Please contact customer for further assistance.

How do I make a keyboard appear on the visitation monitor?

Touch inside any text box. An onscreen keyboard will appear.

How do I log in to the lobby visit station?

You enter the same phone number you used to create your account, and touch “login”. You can also opt to enter your email address by clicking “Use email address”.

When I visit in the lobby, how do I know which monitor my visit will be on?

Look for your name on the monitors. Your name will appear on a visiting monitor in the lobby when your appointment is scheduled to start.

Do I need to check in at the kiosk before my appointment?

No, just check for your name on the visitation monitors. You can check the status of your visit on the kiosk provided in the facility’s lobby.

Can I use an iPhone, Android or other smart phone for remote visits?

Video visits on Android and iPhone mobile devices are supported. To see if this is available at your facility click here. If the service is not available at your facility please use a computer or laptop.

When booking a visit, does the time of the visit match the inmates timezone or mine?

Visitation times are in the timezone of the facility (the inmate’s timezone). Ensure you have selected your correct timezone under “Profile Settings” in order to receive correct start times for your scheduled visits.

What if I’m late for my scheduled visit?

You can log into your visit late, but it’s important to remember that your visit starts at the scheduled time, not when you log in. If you log in 10 minutes late, you will miss 10 minutes of your visit.