Help with Making a payment

Check if the answer is here before you contact us

• It says my prisoner number and date of birth don’t match a prisoner:

  If the person has just arrived in prison, try again tomorrow as it can take one working day for prisoner details to be updated on the system.

  But it could be that the prisoner details you’re using don’t match the ones on the prison system.

  • Check you’re using the right prisoner number and date of birth
  • If these are right, the person in prison should check with wing staff that the prison has the same details and get them corrected if not
  • If you still have a problem, write a letter to the prison asking for the details to be corrected
  You won’t be able to send money using our service until your details match what the prison has.
• I want to know the prisoner number or date of birth:

  By law we can’t give out confidential prisoner information. Ask the prisoner for these details.

• I want to make a payment from abroad:

  You can only make a payment from outside the UK using a debit card (Visa, Mastercard or Maestro). We don’t accept credit cards or prepaid debit cards.

• I want to send money to a prison in Scotland or Northern Ireland:

  Our service is only available in prisons in England and Wales. Contact the Scottish or Northern Irish prison directly to find out how to send money to them.

If you haven’t found the answer:

Contact us