JPAY VIDEO VISITS ON THE FRITZ - BEWARE

On December 16, 2022, IDOC prisoners received the following email from the IDOC:

"Important message from IDOC regarding video visits. Important message from IDOC regarding Jpay and video visits.

We are aware the video visits are not being scheduled on the proper kiosk. We are actively working with Jpay for a quick resolution. This is our top priority and to hope this will be resolved by Monday, December 19.

We apologize for the inconvenience and frustration you are experiencing. If your family missed a visit and were charged, please have them call the help desk and request a refund."

What is actually happening is that when (you) schedule a video visit with a prisoner, that visit is assigned to a specific kiosk located in a specific area. As it stands, the IDOC has a (new) system (called ATLAS) that tells JPay where a prisoner is housed, and the visit is assigned to a kiosk in that housing area. Unfortunately, ATLAS is crap, and prisoners who have been assigned to the ISCC for weeks (for example) are still being shown as being housed at different facilities, or different housing units with the same facility. This problem also prevents some prisoners from accessing kiosks or ordering commissary.

So, if you plan to purchase an outrageously priced JPay video visit, be sure the problems have been resolved before you do, as issues persisted even after December 19, 2022. You can find the number for the JPay Help Desk at www.jpay.com.