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
You won’t be able to send money using our service until your details match what the prison has.