Help

Visitor FAQs.

Q: I forgot my password.
A:
Click the "Forgot your password?" link. Enter your email address. An email with a temporary password will be sent to you. Use it to log in, and you will be prompted to change it to something you'll remember. If you don't have an email address on your account, you can call customer service and they will provide you with a temporary password.

Q: How do I get ready for my at-home video visit?
A:
Test to make sure your camera and microphone are working properly. Click here to test your equipment now.

Q: I missed my scheduled visit. Can I get a refund?
A:
Missed visits will not be refunded. If it was a free visit, the inmate looses that visit. If you know you can't make an appointment, please cancel your visit beforehand.

Q: Can I pay for extra visits or remote visits with cash?
A:
Not at this time. Currently, visits can only be paid for with credit/debit cards. Inmates can pay for visits they schedule with the funds in their pre-paid phone account.

Q: The resident I was scheduled with was not available for visit, can the visit be refunded?
A:
Possibly. Call customer service and give them the resident's name. If you have any info from the facility explaining why the resident wasn't available, please provide it. (EXAMPLE: The inmate was at court.) The customer service representative will need to confirm your information with the facility, and may issue a refund if it is warranted.

Q: How are paid visits refunds issued?
A:
If a refund is warranted, Telmate will refund the funds for a paid visit to the inmate's prepaid phone account. Funds cannot be refunded to visitors at this time.

Q: What is my user name?
A:
Your username is your email address. If you forget it, you can call customer service and they will give it to you after you confirm your identity.

Q: How do I request a contact from my computer?
A:
Log in to your visitor account, and click on the "Contacts" tab. Click on the "Invite Resident" and search for their name. Click on the invite icon that appears to the right of the name of the person you wish to add as a contact. A request will be sent to them, and they will have to approve you as a contact before you can schedule visits with them.

Q: What if I don't have an email address?
A:
You can create an account using just your phone number at the lobby kiosk ONLY. During the account creation process, click the link that "don't have a email address".

Q: When I visit in the lobby, how do I know which monitor my visit will be on?
A:
Look for your name on the monitors. Your name will appear when your appointment is scheduled to start. You may need to touch the screens to wake them from their sleep state if they were not being used previously.

Q: How do I log in to the lobby visit station?
A:
You enter the same phone number you used to create your account, and touch login.

Q: Why does the screen go black during my local visit? Does this mean my visit is over?
A:
The screens on the lobby stations sometimes go to sleep, your visit is still happening, just touch the left side of the screen to make the video reappear.

Q: When does the visit timer start?
A:
Your visit begins at the time you scheduled. (e.g. Your scheduled 30 minute 11am appointment begins right at 11am.)

Q: What if I am late for my scheduled visit?
A:
You can log into your visit late, but remember that your visit starts at the scheduled time, not when you log in. If you log in 10 minutes late, you will miss 10 minutes of your visit.

Q: How do I cancel a scheduled visit?
A:
By going to https://visit.telmate.com or calling Customer Service at 866-516-0115. Please note that you will only receive credit for visits cancelled MORE THAN 24 HOURS IN ADVANCE.

Q: If I cancel a paid visit, will I still be charged for it?
A:
Credit for cancelled visits is only given if the visit is cancelled MORE THAN 24 HOURS IN ADVANCE. Credit is given in the form of minutes applied to your account. Cash/credit card refunds are not given.

Q: Do I need a credit card to create an account?
A:
No, a credit card is not required. If, however, you wish to do pay for additional visits or remote (at-home) visits, you WILL need to add a credit card to your account.

Q: How can I add a credit card to my account?
A:
Click on the "My Account" button and then click "add card" in the bottom right corner. You can also edit your credit card information from this page.

Q: How can I see what I have been charged?
A:
Click on the "My Account" button, and then click on the "View Account History" link.

Q: How do I add money to my account?
A:
Click on the "My Account" button and then click "Add Balance" next to your credit card info. You will need to do this if you wish to pay for a visit.

Q: Why can't I schedule an appointment with a resident?
A:
This could be one several reasons:

  1. The resident is currently not allowed visits
  2. The resident is not one of your approved contacts
  3. The resident is out of free visits and you do not have a credit card attached to your account.

Please call customer service with any further questions regarding this.

Q: Is there a limit to the amount of visits a resident can have in a week?
A:
There is a limit to the number of free visits a resident gets per week, and this number varies per facility. There may be a limit to the number of paid visits, depending on facility rules. You can call customer service to get the rules for a specific facility.

Q: Do I need to check in at the kiosk before my appointment?
A:
No, just check for your name on the visitation monitors.

Q: How do I make a keyboard appear on the visitation monitor?
A:
Touch inside any text box and an onscreen keyboard will appear.

Q: I have logged in, and I see myself but not the inmate.
A:
Wait a few minutes, the inmate may still be logging in.

Q: It has been several minutes and the inmate hasn't appeared on the screen. Why?
A:
There could be several reasons, including:

  1. The inmate was released.
  2. The inmate's visitation privileges were suspended.
  3. The inmate is in treatment or court.
  4. The inmate may not know about the visit.

You can call customer service to find out more information.

Q: Can I use an iPhone, Android or other smart phone for remote visits?
A:
Currently you can only use a computer to visit remotely.

Q: What kind of equipment do I need to visit from home?
A:
You will need the following:

  1. A computer
  2. A webcam and a microphone, or a computer with these components built in (most laptops have these built in.)
  3. An internet browser. We support: IE 7, 8 or 9, Firefox 7, 8 or 9, Safari 4 or 5. Google Chrome is not currently supported.
  4. Adobe Flash 10 or 11 MUST be installed. If you are not sure what version of Flash you have, go to http://get.adobe.com/flashplayer/ and update your computer to the most current version for free.
  5. For best visit experience you should use headphones, but they are not required
  6. High speed internet connection (DSL or Cable. Dial up and satellite are not supported.)

PLEASE NOTE: A Credit Card (Visa, Mastercard, AMEX or Discover) or Debit Card with a Visa or Mastercard logo on it MUST be associated with your account in order to do remote visits.