Frequently Asked Questions 


Frequently Asked Questions

Is my credit card information safe?

Secure Instant Mail secure web pages are administered by VeriSign and they adhere to the strictest internet security standards.

When will my loved one receive my letter?

Secure Instant Mail will normally process your electronic mail request immediately. However, depending on the time your request is processed, the facility may not print and deliver your letter until the following business day. If your letter is a print and forward request received Monday through Friday by 7:00 AM Mountain Time (except holidays), it will ordinarily be processed the same day. If Expedite Service is purchased and your print and forward letter request is received Monday through Friday by 3:00 PM Mountain Time (except holidays) we will make every effort to process your request the same day.

When will my loved one receive money?

Money Order [most facilities] requests received Monday through Friday by 7:00AM Mountain Time (except holidays) will ordinarily be processed the same day. If Expedite Service is purchased and your money order request is received Monday through Friday by 3:00PM Mountain Time (except holidays) we will make every effort to process your request the same day.

Electronic Funds Transfers (EFT) [Luther Luckett Correctional Complex and Hays County only] that are received Monday through Friday by 3:00 PM Mountain Time (except holidays) are processed the same day and should be posted in your loved one's commissary account the next business day.

Why won't my transaction go through?

Go back through the steps, making sure all desired services are selected, and all required fields are properly filled out, and ensure:
  • The credit card information you have submitted matches all the information on your card.
  • The address you have submitted matches the mailing address that your credit card company has on file for the card you are using.
  • The credit card has been activated (if it is new).

What if my transaction still won't go through?

Please see our Support Page.

What if my loved one is moved to a different facility?

Normally inmate mail is forwarded for a limited amount of time that varies from one institution to another. You must keep the information current on your loved one to ensure the fastest possible delivery. The information you have submitted can be easily updated.

Is there a way I can talk to someone about a problem, my account or membership?

Yes, please see our Support Page.

I am not receiving your email notices!

It is very possible that your email provider is treating our email messages as spam. This often occurs with emails generated by a business. Most often the message is sent to a junk mail folder. You need to check with your email provider for the proper way to allow our email messages to get through to you.





















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