What’s gone on
It used to be good now I’ve been locked out of it not even by me Won’t let me change my password no email has been sent to me to get back into it. Sort it out , I can’t speak to my loved one at all now.
Unfortunately A Poorly Made App but an essential service
I can’t even sign up to the app as it sends me around 50 two factor authentication emails over and over and over and over without stopping and tells me it’s wrong everytime because it’s sending me too many all at once. I understand this is an essential service and it’s better than not having anything but I feel like the entire prison network / system both good and bad just isn’t efficient. Though I am grateful for this service I use their online version instead. Not sure why it requires a fee for them to reply if we’re already paying though as it’s just scanned into their website
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Terrible
Sometimes takes 2-3 days to send or receive emails that cost 68p per time . Always says "queued pending delivery" absolutely ridiculous considering it's supposed to be a way of keeping family connections
Necessary but inefficient
This service relies on prison staff to print out emails, meaning potential long delays in getting letters to loved ones. HMPPS is unsurprisingly inadequate. Tech support is poor, slow and inefficient. Email A Prisoner is better than nothing but considering it’s a paid for service, it could be greatly improved upon.
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pathetic
I reckon this was written by a 5 year old. It took six attempts to install on my iPhone 15 and then I couldn’t get a range of passwords to work despite following their (strange) requirements precisely. So it’s gone. Try it. Wonder at how spectacularly poor it is.
Waste of time
The app won’t even let you log on, it’s useless. And the website won’t let you deposit money into your account, don’t even bother:)
Terrible
Partner has sent me emails I haven’t received them yet.. he’s sent 4 emails and not had one he’s had al the stamped reciepts at the prison so they have been sent but I haven’t and them it’s terrible especially when we’re paying for it. And paying for the reply sheets
Won’t let me schedule a video visit
For the last two months the video visit request page will not work. I fill out my request, it says it has been sent and lists it as “requested” then when I refresh the app or open it again later the request is gone. I then check the actual website and there will be no request pending listed. And half the time when I send an email it disappears while it is sending and I have to reboot the app and write the email again.
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Okay, but could be better.
For the past week and especially today the app keeps having trouble communicating with the server which means I cannot stay in contact with the person I am talking to. Not only me, but other friends and loved ones are having the same issue.
This is not ideal and I’d like this to be sorted asap
This is not ideal and I’d like this to be sorted asap
Endless stream of bugs
This app has steadily gotten more buggy and unusable over the last 4 months. Sometimes I send an email and as it’s sending it just disappears and isn’t even found in drafts. A few weeks ago I confirmed a video visit and when my loved one never received a confirmation from the prison I double checked and the visit was still unconfirmed on the app again. Sometimes I can’t send an email on the app at all and need to use the website. Not to mention the minor bug where the scrolling starts twitching and moving on its own when you try to look over an email before you send it. Now today I received a reply and the email popped up to the top of the inbox as usual, but if I click it, it says “reply received” but there is not scanned reply page below the original email. An absolute utter shambles.
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Response from developer
We are sorry to hear you are having a bad experience using the app. Please can you contact the support team from your registered email address and they can investigate your issues and pass this to the app team
