Check if the answer is here before you contact us
- I want to cancel a payment
We can’t cancel your payment because once it’s gone through the system, it’s non-refundable.
- The prisoner has moved prisons
Your payment will be transferred to the new prison but it may take a few days.
- The prisoner has been released
The prisoner needs to contact the prison and they’ll be sent a refund.
- Does the prisoner know they’ve got my money?
They might get an account slip from the wing officer when your money reaches their account, but this can take a few days and not all prisons use these slips.
Ask the prisoner to check with their wing officer to see if your money has reached their account. Remember, a payment can take up to 5 days.
- Does a prisoner know who sent the money?
A prisoner will see the name of who sent the money on their account slip, but not all prisons give these out. They could also ask a wing officer for the sender’s name, but the prisoner has no access to a sender’s personal or banking details.
- I’m worried about a prisoner
Contact the prison and they will put you through to an orderly officer or to the Safer Custody team where you can leave a message. You can find a prisoner if unsure what prison they’re in.
- You don’t ask which prison it is
You don’t need the name of the prison to use this service.
If you haven’t found the answer: