UNITY UPGRADE
Why is my JPay account changing?
JPay is in the process of upgrading our services to Unity to help you stay even better connected with your loved one. Over time, we will be upgrading all of our JPay facilities in the same way, as we continue to improve the experience of communication with incarcerated individuals.
Will other JPay services in addition to email will also be upgraded to Unity?
Most services will be upgraded to Unity. This includes messaging, photo attachments, Snap n’ Send®, eCards, and VideoGrams.
What steps should I take for the upgrade?
You must link your JPay account to a Unity account to continue communicating with an incarcerated individual whose facility has been upgraded to Unity. We’ll send an email to the email address you use as your JPay username letting you know when it’s time for you to link your account. Once your account is linked, your stamps and message history will automatically be transferred to your new Unity account.
· If you already have a Unity account, our system will identify that and link it to your existing JPay account.
· If you do not have a Unity account, our system will create one for you and connect it with your existing JPay account. If you do not receive a notification email, click here. Then you’ll enter your JPay username and password to link your accounts. It’s important that you select the account that has your JPay stamp balance.
If I didn’t get an email about linking my accounts, how can I message my loved one?
To communicate with your incarcerated loved one at a facility that recently upgraded from JPay to Unity, you must link your JPay account to a Unity account. To do so, just click here, enter your email address (JPay user ID) and JPay password. You may also contact us at 972-734-1111 for assistance.
I already have a Securus account that I use for calling – do I still have to link my accounts?
Yes. You must link your existing JPay account to a Unity account to keep messaging your incarcerated loved one. You will continue to use your Securus AdvanceConnect account for phone calls. Calling, and the process of funding calling, will not change.
How do I add money to my loved one’s JPay Media account?
A JPay Media account is no longer needed. The incarcerated will use funds from their Securus Debit account to pay for available Securus services including phone calling, messaging, entertainment, and more. Any funds remaining in your loved one’s JPay Media account will be automatically transferred to a Securus Debit account at the time of the upgrade. There has been no change in the way you fund your loved one’s Securus Debit account.
How do I add money to my loved one’s Securus Debit account?
There has been no change in the way you send funds to your loved one’s Securus Debit account. You’ll continue to use your Securus account to put money in your loved one’s Securus Debit account just as you have been doing.
Can I use both JPay and Unity at the same time?
Yes. You will use JPay to message anyone housed at a facility we serve that has not upgraded to Unity. Then, once that facility upgrades to Unity, you will use your Unity account to communicate via messaging.
I have a loved one housed at a facility that has upgraded to Unity and another loved one housed at a facility that has not upgraded to Unity. Which account should I use?
In this scenario, you will use both accounts.
· To message a loved one at a facility that has not upgraded to Unity you will continue to use your existing JPay account.
· To message a loved one at a facility that has upgraded to Unity you will need to link your JPay account to a Unity account.
My loved one has moved to a different facility – how do I know if it has upgraded to Unity?
Facilities upgrade to Unity individually over time. This means that if your incarcerated loved one changes locations, there’s a chance that the new facility may not have upgraded to Unity yet. We encourage you to check with administration to find out if they have upgraded to Unity.
· For facilities that have not been upgraded yet, you will use your JPay account to message with your loved one.
· For facilities that have upgraded to Unity, you must link your accounts and use your Unity account to message your loved one. It’s important that you link the JPay account that has your stamp balance.
TIP: If you sign in to your JPay account and attempt to message a loved one who is housed at a facility that has upgraded to Unity, you’ll see this message: “JPay email is now eMessaging and only available through Securus Technologies, the parent company of JPay.” This message indicates that your loved one’s facility has upgraded to Unity, and you should use your Unity account to message them.
Can I link my JPay account to Unity if I have an international address?
Yes! You may link your accounts even if you live outside of the United States. Just click here and follow the instructions. For more information about international accounts, please click here