Why is my JPay account changing?
JPay, in partnership with NYS DOCCS, 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 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 also be upgrading to Unity at NYS DOCCS?
Most services will be upgraded to Unity. This includes secure messaging, photo attachments, Snap n’ Send, eCards, and VideoGrams. Money transfer will remain unchanged.
Are all NYS DOCCS facilities using JPay upgrading to Unity?
Yes! We are working to upgrade all NYS DOCCS facilities to Unity. There will be facilities that will continue to be on JPay until they are scheduled for the upgrade.
If you have previously messaged with a loved one at a facility upgrading to Unity, we will send an email to the personal email address you have on file with JPay to notify you as that facility gets closer to the upgrade.
If you haven’t received an email, don’t worry – this just means that your loved one’s Unity upgrade is yet to come. No action is required from you, and you can continue to communicate with your loved one just as you are today.
Additionally, it’s important to note that JPay Money Transfer services will remain unchanged.
Why do I see reference to “Securus?”
JPay is the company that provides technology like tablets and secure messaging to you and your incarcerated loved one at NYS DOCCS. Securus is in the same family of companies as JPay and certain parts of JPay’s product offering may also be used by Securus. For this reason, you may see the name Securus when you use certain parts of the Unity platform. If you have any questions about your account, secure messaging, or your loved one’s tablet, you should continue to direct them to JPay.
What must I do to link my JPay account to a Unity account?
You must link your JPay account to a Unity account to continue communicating with an incarcerated individual whose facility has moved 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 your active Unity account and link it with your existing JPay account.
- If you do not have a Unity account, our system will create a new Unity account for you and link it with your existing JPay account.
If you don’t receive a notification email, click here. Then you’ll enter your JPay username and password to link your accounts. It’s important that you link the account that has your JPay stamp balance.
I didn’t get an email about linking my accounts and now I can’t get to JPay to 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 link your account, 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 at NYS DOCCS. Do I still need to link my accounts?
Yes. You must link your existing JPay account to a Unity account to continue messaging with your incarcerated loved one. You will continue to use your Securus AdvancedConnect account for calling. Calling, and the process to fund calling, will not change.
How do I add money to my loved one’s NYS DOCCS trust fund?
There has been no change in the way you send funds to your loved one. You’ll continue to use your JPay account to put money in your loved one’s trust fund just as you have been doing.
With the upgrade to Unity, your loved one’s JPay media account will be renamed “Securus Debit.” When you add money to a trust fund, your loved one can request that those funds be moved to the new account, now called Securus Debit. The funding process will not change.
Can I use both JPay and Unity at the same time?
Yes. You will continue to use JPay:
- To message with your loved one whose facility has not upgraded to Unity yet.
- To message with your loved one who moved from a Unity facility back to a facility that has not upgraded.
- To add money to your loved one’s trust account.
Once your loved one’s facility has upgraded to Unity, you will be required to use your Unity account to communicate via secure messaging with your loved one at that facility.
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 NYS DOCCS facility – how do I know if the facility has upgraded to Unity?
Facilities upgrade to Unity individually over time. This means that if your incarcerated loved one moves to a different facility, there’s a chance that the new facility may not have completed its upgrade to Unity. If your loved one moves to a different facility, we encourage you to check the NYS DOCCS website to find out if it has upgraded to Unity.
- For facilities that have not 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 log 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 with them.
As a reminder, there will be no change to the way you send funds for trust accounts to your loved one. You’ll continue to use your JPay account to put funds in your loved one’s trust fund as usual.
What will happen to my JPay account?
Nothing. Since you will continue to use your JPay account to add money to your loved one’s trust fund, your JPay account will continue to remain active even after your loved one’s facility upgrades to Unity. Your JPay account will not be closed.
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. Our services are available to people in these countries:
- American Samoa
- Australia
- Austria
- Belgium
- Brazil
- Canada
- England
- Finland
- France
- Georgia
- Germany
- Guam
- Ireland
- Italy
- Mexico
- Netherlands
- New Zealand
- Northern Ireland
- Norway
- Puerto Rico
- Scotland
- Spain
- Sweden
- Switzerland
- U.S. Virgin Islands
- Wales