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ACCESS CORRECTIONS

Access Secure Deposits & Access Secure Mail

FAQ - Frequently Asked Questions

General-Access Corrections FAQ’s
 
What is the difference between CyberSuite and Access Corrections?
CyberSuite was primarily focused on Deposit Services.  With the addition of inmate email services, CyberSuite has changed its name to Access Corrections to incorporate all technology services.  Both Access Secure Deposits and Access Secure Mail are services offered by Access Corrections.  All personal profile information stays the same as this is the same company, only a new name. 
 
How can I contact Access Corrections?
You can send an email to Customer Service at 
customerservice@accesscorrections.com or call toll-free at 1-866-345-1884.
 
Is my information secure on the Access Corrections website? 
Yes.  Access Corrections Inmate Deposit Services website is a secure site.  We do not share your personal information with any third parties.  For security reasons, your credit or debit card information is not stored.  Customers are required to provide payment information each time a transaction is processed. 
 
Can I use another person’s credit or debit card on my Access Corrections profile? 
Yes, with the card holder’s permission.  The card holder must also accept the Access Corrections Terms and Conditions.  The inmate will be notified that the deposit came from your Access Corrections account.  
 
Will my information be accessible to the inmate? 
Some facilities may choose to print a receipt for the inmate showing the name of the depositor only, however most facilities do not share this information with the inmate.  In most cases, it will be up to the depositor to tell the inmate they have made a deposit to their account. All other information in your profile, including deposit history is confidential.
 
How do I locate an inmate or facility on the Access Corrections website?
After logging into the system, choose “Add a Recipient”.  You may search by facility, resident identification number or resident name and date of birth.  Once the inmate has been located, choose “Add Selected Recipient”.
 
How do I update my profile?
Login to your Access Corrections profile and choose “Edit Profile” to change your personal information at anytime. 
 
Why do you need my email address?
Your email address serves as your Access Corrections username.  We do not share your email address with any third parties. 
 
What happens if I forget my password?
Choose “Forgot My Password” on the main page and follow the instructions to retrieve the information.  Your username is your email address used to establish your profile.  Your password will be sent to this email address.
 
Secure Deposit FAQ’s
 
How do I use Access Corrections Deposit Services?
Inmate deposits can be added to a resident’s account via internet, telephone or lobby kiosk (if offered) at the facility.  To make an inmate deposit via internet, customers must register online and accept the Access Corrections Terms and Conditions.  An inmate deposit cannot be completed unless a profile has been established and the Terms and Conditions have been accepted. 
 
Why can't I make a deposit to an active inmate?
Sometimes, active inmates are restricted from certain types of services. This could be due to a request from the facility or it could be because they received deposits that were denied by the cardholder. In such a case, the inmate will no longer be able to receive credit card or walk-in deposits (at one of our providers such as Ace Cash Express or ACH Payment Solutions). Where available, Money Orders and/or Cash Deposits will still be accepted. The inmate is notified of the denied charges by postcard and should be fully aware of this restricted status. If this is the case, the inmate's full deposit privileges can be reinstated if a depositor repays the full amount of the denied transaction. This can be done by sending a Money Order, along with the inmate's name and inmate number, to:
Access Corrections
Account Re-Instatement Department
10880 Linpage Place
St. Louis, MO 63132

Can I place an order for the inmate using money I added to their account? 
No.  Orders placed using funds from an inmate's account must be paid with a facility check and mailed directly from the facility.  The use of funds deposited to an inmate’s account is restricted to use specified by the facility.

 
Why can’t I add money online without establishing a profile? 
By law, Access Corrections is required to collect certain information from each customer before a transaction can be processed.  Please be sure your Access Corrections profile is updated with your most current information.
 
What types of payment does Access Corrections accept? 
Acceptable payment methods for inmate deposits are credit and debit cards with Visa or MasterCard logos and a valid security code that are United States Issued. Please note that Access Corrections does not accept Government issued cards (i.e. Child Support Cards, EBT Cards, etc).
 
What is the security code?
The security code is the last three numbers on the back of your credit or debit card, typically located in the white strip where your signature is located. 

Can I send cash?
Cash transactions for inmate deposits are only accepted at Access Secure Deposits lobby kiosk locations, where applicable.
 
Can I send money to more than one inmate?
Yes.  You can add or delete inmates in your profile at anytime.
 
When will my credit card be debited?
Usually within three banking days.  This does not delay the inmate's deposit.
 
When will the inmate receive the money? 
Once the transaction is complete and you receive your receipt number, the inmate will receive the money in his or her account.  Access Corrections is only able to verify that your transaction has been processed and does not have access to the inmate’s account balance.  Please contact the facility for more information.
 
Is there a fee to use the Access Secure Deposits service?
Access Corrections charges a service fee, per transaction, based on the amount of money added to a resident’s account.  Some facilities impose an additional fee to add money to an inmate’s account. *Deposit fees may vary by facility*
 
Do I need to add the transaction fee to the amount I am sending?
No.  You will be charged the payment amount plus the applicable transaction fee.  You have the opportunity to view and approve the total amount you will be charged before Access Corrections actually charges your card.
 
How do I know if my transaction went through?
The receipt number indicates that the payment has been processed.  The payment will be “pending” on your card account until the funds are deposited to the inmate’s account.  The payment will appear as “sent” once the money has been deposited to the inmate’s account.
 
Why do I still have an authorization on my card if my payment failed?
When your transaction was processed, your card was authorized immediately for the amount of your deposit.  Funds from unsuccessful payments are credited back to your card within three banking days.
 
Can I see pending or past payments? 
Yes, all payments made using the online service will show a detailed transaction history.
 
Can I see a Recipient’s Inmate Trust Account History?
No, we do not have access to the Facilities Inmate trust Account; we can only verify payment you have made to the inmate.
 
How much money can I deposit into an account?
The standard limit is $300 per day regardless of the deposit method; however some facilities have other limits.
 
Secure Payments
 
How do I use Access Corrections Payment Services?
Fee Payment can be made via internet, or telephone. To make a Fee Payment via internet, customers must register online and accept the Access Corrections Terms and Conditions.  A Fee Payment cannot be completed unless a profile has been established and the Terms and Conditions have been accepted. 
 
Why can’t I Pay A Fee online without establishing a profile? 
By law, Access Corrections is required to collect certain information from each customer before a transaction can be processed.  Please be sure your Access Corrections profile is updated with your most current information.
 
What types of payment does Access Corrections accept? 
Acceptable payment methods for Fee Payments are credit and debit cards with Visa or MasterCard logos and a valid security code that are United States Issued. We also accept US issued Money Orders in some states, please reference the Access Corrections website for where applicable. Please note that Access Corrections does not accept Government issued cards (i.e. Child Support Cards, EBT Cards, etc).
 
When will my credit card be debited?
Usually within three banking days.  This does not delay the Fee Payment.
 
Can I send one money order to pay for two or more fees?
No.A separate money order and payment coupon form is required for each fee payment transaction.
Can I pay by mail with cash or a personal check? No. The only acceptable payment method for fees paid by mail is in the form of a money order made out to “Access Secure Deposits” in US funds. Cash and personal checks are not accepted, and will be returned to the sender.
What happens to my money order if I don’t enclose a payment coupon with it? Due to the volume of customers and different states that Access Corrections services, your payment cannot be accurately processed unless the envelope is correctly addressed, and a completed payment coupon is enclosed with each money order. If Access Corrections cannot determine who a payment belongs to, state Escheat laws require that the money be transferred to the state as unclaimed property.
Is there a fee to use the Access Secure Payments service?
Access Corrections charges a service fee, per transaction, based on the Fee Payment type.

How do I know if my transaction went through?
The receipt number indicates that the payment has been processed.  The payment will be “pending” on your card account until the funds are deposited to the inmate’s account.  The payment will appear as “sent” once the money has been transferred to the fee agency.

How do I find out my IDOC offender identification number?
To look up an offender number, go to http://www.idoc.idaho.gov/content/prisons/offender_search 
**Idaho Specific**
 
Who do I contact to answer a question about my PSI fee? 
Contact the Pre-Sentence Investigator assigned to you at the district office. A list of the addresses and phone numbers for each of IDOC’s district offices can be found at: http://www.idoc.idaho.gov/content/locations/district_offices **Idaho Specific**
 
Can I combine my PSI fee payment with a cost of supervision fee payment or inmate banking deposit?
No.Each payment transaction type is handled separately, by staff at different locations. In order to ensure that your payment gets applied correctly, please follow the instructions for the type of payment you are making, and send each money order separately. Instructions for each payment type can be found on the IDOC website at http://www.idoc.idaho.gov/ **Idaho Specific**
Can I pay a fee on behalf of another person? Yes. Payment procedures will require that you know the required information and IDOC identification number for the offender you would like to pay the fee for, in order to apply the fee to the proper account.   To look up an offender number, go to http://www.idoc.idaho.gov/content/prisons/offender_search  **Idaho Specific**
 
Can I pay my fee in person or send a money order fee payment to an IDOC office or facility?
No.All fee payments will be processed by Access Corrections, and should be paid online, over the phone, or mailed to Access Corrections PO Box 12486, St. Louis, MO 63132in order to avoid a delay in applying the fee payment to your account. **Idaho Specific**
Can I make a partial payment for a PSI fee? 
Yes. However, a transaction processing fee is charged for each payment transaction, so you are encouraged to pay the entire fee at one time, using your preferred payment method. **Idaho Specific**
Can I make a deposit to an offender trust account for commissary purchases through this payment site? 
No, not at this time. To deposit money into an offender trust account, follow the instructions on the IDOC website at http://www.idoc.idaho.gov/content/story/offender_accounts. **Idaho Specific**
Secure Mail FAQ’s
 
What if I do not receive my confirmation email?
If you do not receive your confirmation email within 30 minutes, make sure that you are connected and able to successfully send/receive emails, check your regular "In Box" for the email, and check any additional folders where you receive email, such as any "Junk" email boxes.  If you still have not received the email, the following reasons could be the cause and resolution:
1) The email will be sent to the email address you entered.  If you entered the wrong email address, you will not receive the email and you should try to register again using the correct email address.
2) If your email or network has security restrictions which block unidentified emails from being received in your email box, you will not receive the email.  For this problem and any other ongoing problems in receiving the confirmation email, please send us an email at customerservice@accesscorrections.com, indicating that you have not received your return registration email and please include your name.  We will resolve the issue and email you back promptly.
 
How do I use Access Secure Mail services?
You will need to go to our website and provide both an email address and a password to set up your account.  Once you have logged in, you will need to add the inmate to your recipient list.  When you select an inmate to add, a box on the right hand side will display what services are available at that facility.  After you have selected your inmate, you will then need to purchase message credits.  Once you have message credits, you simply type the email and press send.  Please note that just like mail sent through the US Postal Service, the facility reviews all incoming messages for content and has the ability to approve or deny messages.  Please be mindful of this when writing your message.
 
How do I purchase credits and how much do they cost?
Message credits are purchased through the Access Corrections website and cost $0.01 per credit.  For example, a facility may have a fee of $0.42 or 42 credits per message.  Fees vary by facility.
 
How many credits can an inmate have on their account at one time?
Message credits are only for family and friends sending messages.  The inmate does not have message credits they can only use your credits if you choose. You will need to select the 'Let this Recipient use my Credits' box when you add a Recipient to your account to allow that Recipient to reply or send messages.
 
Is there a limit to how many credits I can purchase for the Access Secure Mail service?
There is no limit to the amount of credits you can have on your account.  However, there are maximum amounts you can purchase at one time.  These increments will be listed at the time you purchase credits.
 
Is there a fee to send or receive a message using Access Secure Mail?
There is a small fee associated with sending Access Secure Mail messages.  The fee varies by facility and will be displayed when sending an email.
 
Who do I contact regarding issues with an inmate's credit balance?
The inmate does not have message credits, they can only use credits from someone if they have selected the 'Let this Recipient use my Credits' box when they are added.
 
How many messages can an inmate send or receive daily?
There is no limit to the number of messages an inmate can send or receive through Access Secure Mail. 
 
How do I know if and when an inmate received a message?
Once you send a message though Access Secure Mail, the message is immediately sent to the mailroom located at the inmate's facility.  It is up to the facility to review, approve and print messages.  Access Corrections is not able to confirm an inmate's receipt of a message.  However, most messages are reviewed within 24 hours by facility staff.
 
Who do I contact regarding issues with Access Secure Mail services?
You can send an email to Customer Service by clicking on the Contact Us link on the homepage or call toll-free at 1-866-345-1884.
 
Can I type special characters?
Access Secure Mail service does not allow special characters to be typed within a message. If you receive an error stating "The message was unable to be sent because it contains invalid characters", simply remove the characters specified and your message will be sent.

How Many Characters Does a Secure Message Hold?
A Full Secure Mail Message through our site hold 2600 characters per page