What Do I Do If My Payment Was Declined on Jpay?

A payment made through JPay can be declined for a variety of reasons.To help you with a declined payment read these helpful tips.

JPay is a firm that provides convenient and affordable services to inmates in correctional facilities including emails, music, educational services, money transfer, parole and probation payments. The company also offers video visitation services to inmates.

To send money to an inmate via JPay, all one has to do is open a free account at JPay.com. After successful registration, click on the 'Money' tab, choose the inmate whom you want to receive the funds and then select the card to which you would like the payment to be charged.

Moreover, you can call a JPay customer representative and they will walk you through the entire process. However, transferring funds over the phone is more expensive than doing it online.

Once you transfer money through JPay they will give you a Transaction ID or Confirmation number which you should save for future reference.

A payment made through JPay can be declined for a variety of reasons. One of the reasons is that the financial institution (credit card company) has not yet transferred the funds. Exceeding you maximum transaction limit, transferring a significantly larger amount than usual or blocking your account as a result of suspicious activity are some of the reasons why the credit card company may delay transferring funds.

Another reason may just be a glitch in communication between JPay and the financial institution which leads to a payment decline. In such a scenario, the system will try and send the funds every few hours. You should not try and resend a second amount until the first one has been accepted.

The correctional facility may also be the ones at fault if a JPay payment was declined. It may take some time for the institution to process the payments and post it to the inmate's account.

What to do

The first step you should take when a JPay payment is declined is to check the status of your payment. JPay has a feature that allows you to do just that.

You can check the status of your JPay payment through the following steps:

  1. Launch your browser and open JPay.com or open the JPay mobile app if you prefer
  2. Log in to your JPay account
  3. Click on the 'Send Money' tab
  4. Subsequently click 'Transaction History' and the status of the transaction will appear right beside it. If the payment status is 'declined' then you should contact JPay customer support.

You can contact JPay customer support through the following ways:


You can send JPay an email directly from the JPay website. You can do this through the following process:

  1. Open JPay.com and log in to your account
  2. Scroll to the bottom of the page and under the 'JPay.com' tab click 'Contact Us'
  3. Click 'Email Us' located on the left side of the contact page and an inquiry form will appear
  4. Fill in your name, email and phone number
  5. Under subject, select 'Billing, Payments and Account'
  6. Clearly describe your payment issue in the message area and when done, click 'Submit' to send the email.


JPay has a 24 hour customer support line that you can call and file a complaint about a declined payment. You can call the line at any time and is the best way to dispute a declined payment.

You can retrieve JPay's customer support phone number from GetHuman.


The last option you have to inquire about a declined payment to JPay is to send them a letter. Sending mail is unconventional and slow but it can be quite effective. Include as much information about the payment in the letter.

You can find the mailing address on Jpay.com's contact page.

What Do I Do If My Payment Was Declined on Jpay?

Why Did GetHuman Write "What Do I Do If My Payment Was Declined on Jpay?"?

After thousands of JPay customers came to GetHuman in search of an answer to this problem (and many others), we decided it was time to publish instructions. So we put together What Do I Do If My Payment Was Declined on Jpay? to try to help. It takes time to get through these steps according to other users, including time spent working through each step and contacting JPay if necessary. Best of luck and please let us know if you successfully resolve your issue with guidance from this page.

Why does GetHuman Write How-to Guides for JPay Problems?

GetHuman has been working for over 10 years on sourcing information about big organizations like JPay in order to help customers resolve customer service issues faster. We started with contact information and fastest ways to reach a human at big companies. Particularly ones with slow or complicated IVR or phone menu systems. Or companies that have self-serve help forums instead of a customer service department. From there, we realized that consumers still needed more detailed help solving the most common problems, so we expanded to this set of guides, which grows every day. And if you spot any issues with our What Do I Do If My Payment Was Declined on Jpay? guide, please let us know by sending us feedback. We want to be as helpful as possible. If you appreciated this guide, please share it with your favorite people. Our free information and tools is powered by you, the customer. The more people that use it, the better it gets.


Asked 3 years ago
Updated 3 years ago
Viewed 2,019,134 times
Trouble Sending a Payment
JPay account
declined payment
payment issues
help with payments
Trouble Sending a Payment
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