Help with A payment I’ve already made

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:

Contact us