If something goes wrong: who to call for communication, deposits, or safety concerns

Start by confirming which phone or messaging provider the facility uses, then create the account that provider requires. One Virginia jail instructs families to call 1-866-516-0115 or register online to set up an account to receive phone calls. If you are dealing with a Smart Communications setup or correspondence issue, their customer care line is listed as 888-253-5178 and is open 24/7.

Use the exact address format published by the specific jail, since addresses can differ even within the same city. One example (Hampton) lists separate addresses for its Main Jail and Community Correctional Center and shows the inmate’s full name on the address block. That same facility requires letters to be mailed in a standard 8x12 envelope.

Some facilities do not accept shipped packages at all, so you have to follow the local rule first. For example, Hampton states that shipped packages and bulk mail items are not accepted for inmates. Where package ordering is allowed, it is often done through a vendor catalog program, such as Access Securepak, which directs you to create an account, use the agency product menu, and place an order.

Use the exact format required by the vendor or agency, and double-check the inmate’s ID number before you hit submit. For federal (BOP) facilities, the BOP states that MoneyGram ExpressPayment uses the inmate’s eight-digit register number followed immediately by the inmate’s last name as the account number (example: 12345678DOE), and the receive code is always 7932. For state or local facilities that use a different deposit system, follow the facility’s deposit instructions (for example, one Virginia jail directs families to use Access Corrections).