# eMates — UK Prison Messaging Service

> Secure communication platform for prisoners and their contacts. (iPhone/iPad app by Unilink Technology Services.)

- Source: https://appshunter.io/ios/app/emates/id1573352170 (this page in markdown: same URL + `.md`)
- Developer: [Unilink Technology Services](https://appshunter.io/developer/1253866276)
- Category: Social Networking, Lifestyle
- Price: Free
- Rating: 2.00/5 from 1 App Store ratings · 89 written reviews indexed
- Age rating: 4+
- Requires: iOS 15.0 · 44 MB
- Languages: American English
- Released: 2022-02-03
- Data updated: 2026-09-11
- Monetization: free
- User reviews in markdown: https://appshunter.io/ios/app/emates/id1573352170/reviews.md

## What is eMates?

eMates (emailaprisoner.com) has the following goals:

    To help family and friends communicate easily and frequently with Prisoners.  
    To reduce thoughts of self-harm/suicide through increased communication.
    To assist Prisoners in preparation for release with multiple partner agencies.

Communication is a major factor in Prison life and the lack of it can have horrendous consequences. eMates offers a quick, efficient, secure alternative method of communication for Prisoners, their families, friends, legal professionals and related organisations - meaning Prisoners can receive more frequent and varied communication.

Documentation continually states Prisoners who are able to maintain family ties are 6 times less likely to re-offend. 

Please check the locations page to see what features are available at what establishment:

https://www.emailaprisoner.com/content/locations

## Key features

- Easy prisoner communication
- Secure messaging
- Reduced self-harm
- Release preparation assistance
- Frequent and varied communication

## What do users think of eMates?

Overall sentiment: negative

**Pros**

- 💡 Essential service for communication
- 👍 Better than nothing

**Cons**

- 🐛 Frequent app crashes and freezes
- 🐛 Messages not sending or receiving
- 🐛 Login issues and account problems
- 🐛 Payment issues and money lost
- 🐛 Poor customer support
- 🐛 Inconsistent performance
- 🐛 Slow message delivery
- 🐛 Unreliable video calls
- 🐛 Apple Pay not working
- 🐛 Registration difficulties
- 🐛 Password reset issues
- 🐛 App requires constant updates
- 🐛 High costs for messages
- 🐛 Unclear credit system
- 🐛 Multi-factor authentication problems
- 🐛 App not user-friendly
- 🐛 Missing messages/drafts
- 🐛 Contact list issues
- 🐛 Identity verification problems

**Commonly reported bugs**

- App crashes frequently
- Messages fail to send or are lost
- Messages fail to receive
- Login screen freezes or doesn't respond
- Cannot log in even with correct credentials
- Account registration errors
- Password reset functionality not working
- Money added to account but not usable
- Apple Pay not accepted despite being advertised
- App freezes for several seconds upon opening
- Contacts disappear or duplicate
- Video calls not working
- Multi-factor authentication codes not received or invalid
- Emails marked as sent but appear as drafts
- No notifications for replies
- App crashes after updates
- Scanned reply pages not appearing
- Scrolling issues within the app
- Identity verification link not working
- Error messages when trying to upload ID or face scan
- App not connecting to the server
- Old messages disappearing or blank screens
- Photos attached multiple times and charged
- Dates on sent/received emails changing
- Support email addresses bounce back
- Neatphone facility connection problems
- App not refreshing and showing old messages
- Video visit requests disappearing
- Email sending process disappears mid-way
- Unable to schedule video visits
- App not user-friendly
- Confusing credit system

**Most requested features**

- Improve app stability and reliability
- Fix message sending and receiving issues
- Resolve login and account access problems
- Address payment and credit issues
- Enhance customer support responsiveness
- Improve message delivery speed
- Fix video call functionality
- Ensure Apple Pay compatibility
- Streamline registration process
- Fix password reset and account recovery
- Provide clear instructions for account crediting
- Resolve multi-factor authentication issues
- Improve user interface and experience
- Add notifications for replies
- Allow saving contacts
- Make app more robust and less buggy
- Address issues with image uploads
- Provide clear communication on prison staff reliance

## Recent user reviews (10 of 89)

All indexed reviews: https://appshunter.io/ios/app/emates/id1573352170/reviews.md

### 1/5 — Horrible

*2026-05-20, version 1.5.4*

Beside that they stole me so many times, tried to send my emails and they were left as draft and that charge it as £2-£4 and my money went by my account even though the email was never sent. So many other times it stopped working suddenly for days and days . Delusional app! They need to do so many improvements otherwise not recommended at all because is not funny to lie and fool the people in need.

### 1/5 — App no longer works

*2026-05-20, version 1.5.4*

This used be good little app shame it no longer works!

### 1/5 — Poor App

*2026-05-17, version 1.5.4*

Aside the fact it can take days for someone to receive the message I send, if you try use Apple Pay to top up, even though Apple Pay is shown as an acceptable payment method and is the top option on the payment screen, it then says Apple Pay is not accepted. Francis Toye, come on. It costs a fortune to send a simple message that you’re probably paying nothing for. Put some of the money you’re making into app development. Typical capitalist behaviour. If this was my app I’d be ashamed of myself

### 1/5 — Too inconsistent

*2026-05-03, version 1.5.4*

My emails at first were getting to my partner within 20-40 minutes and I was getting a reply back within that time. He has a laptop so doesn’t have to wait for someone to print things out. But now they’re taking several hours to a day to reach him and I don’t get replies until the following day after. It’s one of the only forms of contact we have so it’s better than nothing. But as he is on suicide watch, not being able to communicate with him regularly is the worst. And I don’t understand why the app sometimes works but basically doesn’t most of the time.

### 1/5 — Dissapointing and frustrating

*2026-04-29, version 1.5.4*

You have to stay on the app for the emails to send it costs money to email them and money for them to reply which adds up and makes no sense the price because emailing someone should be free, you also don’t get a notification when they reply only an email there is no option to change this. When a reply is received you have to wait on the app for at least a few minutes ti show up.The whole thing needs updating.

### 1/5 — Absolute Rubbish

*2026-04-16, version 1.5.4*

This is supposed to be a way of keeping contact with your family, it hardly ever works or sends anything first time ! Photos are a nightmare and the advertised support does not exist the email fails and when you ring the number it just says no agents available and cuts you off. But they are very happy to take your money on top ups. Complete scam

### 1/5 — Full of issues

*2026-04-03, version 1.5.4*

There are numerous issues which I tried to communicate in an email via the app, only for it to bounce back as undeliverable. 
The app is very unstable and unreliable. I have a blank screen where previously old messages were. A message I sent has been completely lost. Often it does not connect to the server and can take days to send/receive messages.

### 1/5 — Pointless

*2026-03-05, version 1.5.4*

Works for a week then dosent let you log back in after taken your money

### 1/5 — Shocking!

*2026-02-19, version 1.5.4*

Ive emailed them regarding the problems im getting, msgs not received, paying for replies but never getting them, sending pics and them not being received. Im spending so much money whilst theyre not even being sent/received!! Its a joke and they have blamed it on me using the welsh language to speak to my partner even though he is welsh in a welsh prison in Wales!! Baffled!!

### 1/5 — App don’t work

*2026-02-06, version 1.5.4*

App don’t work

## Frequently asked questions about eMates

### What is eMates?

eMates is a service designed to help family and friends communicate easily and frequently with prisoners. It aims to reduce negative thoughts and assist prisoners in preparing for their release by connecting them with partner agencies.

### How does eMates improve communication for prisoners?

It offers a quick, efficient, and secure alternative method of communication. This means prisoners can receive more frequent and varied messages, which is crucial for maintaining family ties and supporting their well-being.

### Is eMates free to use?

Based on the provided information, the app is free to use. There are no mentions of in-app purchases or subscription fees.

### What are the benefits of using eMates?

The primary benefits include fostering easier and more frequent communication, which can help reduce thoughts of self-harm and suicide. It also assists prisoners in preparing for release through connections with multiple partner agencies.

### Are all features available at every prison establishment?

No, feature availability can vary by establishment. You should check the locations page on their website (https://www.emailaprisoner.com/content/locations) to see what features are supported at specific locations.

## Version history (last 5 releases)

### 1.5.4 — 2024-01-10

Adds NeatPhone functionality and Short Message support for digital prisons.

### 1.5.3 — 2023-11-30

Fixes an issue when topping up your account from within the app.

### 1.5.1 — 2023-11-01

Fix for errant message about an invalid phone number.

### 1.5.0 — 2023-10-18

We have addressed some issues with messages being sent and then changing back to draft.
This was because the email address for the customer account had not been verified.  
We have now addressed this issue and show a detailed screen explaining what happened.

### 1.4.7 — 2023-08-30

Some attachments could not be viewed and users just saw a grey square.
Attachment images were cropped so the top/bottom could not be seen.
Sometimes when opening an attachment, the screen would be white.  But opening it again would show the attachment.

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## More apps by Unilink Technology Services

- [MyProbation](https://appshunter.io/ios/app/myprobation/id1664189605)

All apps by Unilink Technology Services: https://appshunter.io/developer/1253866276

## Related topics

[jailhouse mail](https://appshunter.io/ios/topics/jailhouse-mail)

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*Data collected daily from the US App Store and indexed by [AppsHunter](https://appshunter.io/). User reviews are verbatim App Store reviews. Ratings, prices and chart positions refresh continuously; this snapshot is from 2026-09-11.*