# Pay Tel — user reviews

> 107 indexed App Store user reviews of Pay Tel by Pay Tel Communications, rated 1.60/5 from 126 ratings.

- Source: https://appshunter.io/ios/app/pay-tel/id1593243820/reviews
- App overview in markdown: https://appshunter.io/ios/app/pay-tel/id1593243820.md
- Rating breakdown: 5★ 9 · 4★ 10 · 3★ 3 · 2★ 7 · 1★ 97

## What do users think of Pay Tel?

Overall sentiment: negative

**Pros**

- 📱 Enables communication with incarcerated loved ones
- 📹 Video calling functionality available
- 💬 Messaging feature when working properly
- ✅ App works smoothly after recent updates (per some users)
- 🎯 Easy to add funds/make payments

**Cons**

- 🐛 Frequent app crashes and freezes
- ❌ Messages fail to send or display
- 🔌 Constant login errors and authentication failures
- ⏱️ Extremely slow loading times
- 🔄 App randomly logs users out mid-session
- 💸 Expensive pricing for calls and messages
- 📞 Poor call quality with lag and dropped connections
- 🚫 App doesn't work on Wi-Fi connections
- 😤 Unresponsive customer service
- 🔒 Account lockouts with money trapped inside
- 📝 Messages deleted when app glitches or user navigates away
- ❓ Confusing user interface and navigation
- ⚠️ Frequent system outages and downtime
- 🎥 Video call quality is poor
- 💰 Funds added but not reflecting in account balance

**Commonly reported bugs**

- App crashes on launch or during use
- Login authentication errors persist across sessions
- Messages fail to send despite payment being deducted
- Messages don't appear in inbox despite being sent
- App logs out randomly while actively in use
- Typing causes screen to flicker and delete message content
- Blank white screens when trying to view messages
- App won't work when Wi-Fi is enabled (Error 403)
- Incorrect notification counts
- Balance doesn't update after adding funds
- Video call invitations don't pop up or display
- Call connections drop mid-conversation
- Echo/feedback during calls
- Calls ring once then hang up immediately
- Account lockout with 'phone number doesn't belong to account' error
- PIN number errors preventing login
- App won't open on certain devices (iPhone specific issues)
- Messages appear days late
- Duplicate messages being sent and charged
- App freezes when typing long messages
- Website login doesn't sync with app login

**Most requested features**

- Improved app stability and performance optimization
- Better customer service responsiveness (live chat, phone support)
- Reduced pricing for calls and messages
- Same-day video visit scheduling
- Better message persistence (don't delete on app exit)
- Improved call quality and connection stability
- Wi-Fi compatibility fix
- Better user interface design and navigation
- Automatic message saving/drafts
- Transaction history visibility
- Refund policy for failed transactions
- Faster fund processing and balance updates

## Newest reviews (18 of 107)

### 1/5 — Disappointed

*2026-03-05, version 2.5.0*

I do not have the Intel video on the app. I do not have the Intel video on the website with my device being an iPhone. I am truly disappointed.

### 1/5 — Worst app

*2026-01-22, version 2.5.0*

This app 100% sucks. As much as we pay, it never works. Again tonight, I cannot sign on with the same credentials I’ve had now for 4 months and I cannot communicate with my son. Fix this stupid app, you’re getting rich off of something that doesn’t work knowing damn well it’s the only way we can communicate with loved ones

### 1/5 — Not working

*2025-12-15, version 2.5.0*

This app has completely stopped working and now I have no way to talk to my son!! This is so frustrating!

### 1/5 — I pay and get no funds

*2025-10-24, version 2.4.1*

I paid 10$ to text and It says I paid nothing and the support won’t respond back

### 1/5 — How is this the best option?

*2025-10-19*

This platform is terrible. I assume there was some shoulder rubbing to have this be the best option for communication with inmates. Obviously I’m just adding one more terrible review like the rest. I am sure nothing will change.

**Developer response:** We apologize for your frustration. We can attempt to help resolve your issue, but will need additional information to do so. Please reach out to our customer service at 8007298355 or you can also email us at csr@paytel.com.

### 1/5 — Not working

*2025-09-18*

The app doesn’t work half the darn time. I have not been able to read or send messages for majority of the day. They need to fix whatever issue they are having or send all them $3 processing fees back. This makes no since.

**Developer response:** We apologize for your frustration. We can attempt to help resolve your issue, but will need additional information to do so. Please reach out to our customer service at 8007298355 or you can also email us at csr@paytel.com.

### 1/5 — Added funds didn’t load

*2025-09-02, version 2.4.1*

Added funds not reflecting on account been on hold for forever and a day and still got no where

### 1/5 — Disappointed

*2025-08-26*

This app is so strange I’ve been trying to switch my card three times. Each time money was took out of my account and still not a single dollar is showing on my account.. no one responds to the help messages at all!!

**Developer response:** We apologize for your frustration. We can attempt to help resolve your issue, but will need additional information to do so. Please reach out to our customer service at 8007298355 or you can also email us at csr@paytel.com.

### 1/5 — HORRIBLE

*2025-08-24*

Very bad app! Very bad service! Don’t not even waste your time downloading or even uploading money to Ana count or even create an account. Iv tried calling customer service too so don’t even comment to call! It gives me the option to pick up the phone call but DOES NOT connect me to the inmate. Iv been frustrated every time my dad calls me I can’t do nothing an get no CONTACT with my dad bc of the same issue of this horrible service line!

**Developer response:** We apologize for your frustration. We can attempt to help resolve your issue, but will need additional information to do so. Please reach out to our customer service at 8007298355 or you can also email us at csr@paytel.com.

### 1/5 — Beyond horrible

*2025-08-23, version 2.4.1*

Extremely frustrating when its for inmate communications. Terrible terrible service.Calls are dropped two and three times in a 15 minute time span.

### 1/5 — Awful

*2025-08-04*

I have not been able to talk to my loved one in a whole month because apparently the app isn’t sending my messages even though it’s taking money out of my account. I called the company and they said that phone calls were being made out of the facility as I was talking to them. The service is absolutely terrible. I could be talking to my loved ones and all of a sudden my connection just stop or I’ll go to answer the phone and I’ll just get silence. And it’s not my phone because it only happens with this facilities call. I would recommend any service over this one.

**Developer response:** We apologize for your frustration. We can attempt to help resolve your issue, but will need additional information to do so. Please reach out to our customer service at 8007298355 or you can also email us at csr@paytel.com.

### 1/5 — Terrible

*2025-07-28, version 2.3.3*

Hasn’t worked since opening acct for over a week now . I keep getting they are working on it.  My love one keeps calling and can’t connect the call. Very very frustrating.

### 1/5 — Service Not Functioning as Expected

*2025-07-20*

I downloaded this app so I could stay in touch with my son, and I was really excited to use it. I even added money to my account. But since downloading it, I haven’t been able to receive any messages from him. The app has been down the entire time, and this experience has been extremely frustrating. This is unacceptable and very disappointing service.

**Developer response:** We apologize for your frustration. We can attempt to help resolve your issue, but will need additional information to do so. Please reach out to our customer service at 8007298355 or you can also email us at csr@paytel.com.

### 1/5 — Problematic.   For such a simple app it sure has a lot of issues!

*2025-07-10*

Funny how adding funds is never an issue but texting and getting calls is close to impossible. Why is there never an update available for the app? Bc Paytel is cheap offering cheap service. Garbage

**Developer response:** We apologize for your frustration. We can attempt to help resolve your issue, but will need additional information to do so. Please reach out to our customer service at 8007298355 or you can also email us at csr@paytel.com.

### 1/5 — Problematic.   For such a simple app it sure has a lot of issues!

*2025-06-24*

This app seems to always have so many issues.  Many times the calls don’t go through with seemingly no reason.  Text messages weren’t viewable for me today even though it says I have 2 messages.  Do better paytel !

**Developer response:** We apologize for your frustration. We can attempt to help resolve your issue, but will need additional information to do so. Please reach out to our customer service at 8007298355 or you can also email us at csr@paytel.com.

### 1/5 — Horrible Service

*2025-06-12, version 2.2.0*

Unable to receive calls. I’ve deleted and reinstalled app but calls are unable to connect.

### 1/5 — Bad aplication

*2025-06-10, version 2.2.0*

No working

### 1/5 — Horrible Service

*2025-05-31*

I have been experiencing all issues for about a month now. I can accept the call but then it just hangs up. Now the whole system is down so there is no video calls and even from the wall phone my calls are being dropped. For the amount of money charged for everything this system should be better. Since my regular calls do not work there is 100 no contact.  I have opened up at least 1 ticket every week even before the outage and nothing has been done to correct the issue.

**Developer response:** Pay Tel was experiencing a system outage that was impacting our business. All systems have been restored at this time. Thank you for your patience.

## Most critical reviews (10 lowest-rated)

### 1/5 — Terrible app

*2026-06-19*

This is not a good app j have added money to this account and it wont even let me send a message or use the video visitation im very upset about this because its mandatory that my loved one gets to see his family and thaey are making it impossible

**Developer response:** We are sorry to hear about your experience and understand how important it is to stay connected with your loved one. After reviewing the account associated with phone number 478244XXXX, we found that 130 messages were successfully sent between 6/19 and 6/24. We also found nine successful video visits during this same time period.

If you still have any additional questions or concerns, please contact our Customer Service team at 800-729-8355. We are happy to assist.

### 1/5 — Give me my refund

*2026-05-31, version 2.5.0*

It will not let me find my inmate and customer service is horrible now I’m out 20 bucks GIVE ME MY REFUND

### 1/5 — The dumbest ap

*2026-05-26, version 2.5.0*

Ew

### 1/5 — It sucks!!!

*2026-03-30, version 2.5.0*

They take your money on your account without the video call going through!! Their customer service is BS!!

### 1/5 — Terrible app

*2026-03-28*

Downloaded app and can’t even do anything on it !! Less options and can’t even send a message or add contact I’ve contacted customer service and no feedback . An app for nothing ! Can’t even get in touch with a loved one

**Developer response:** We apologize for this experience. We would need to speak with you to resolve your issue. Please contact us at 8007298355 so we can help resolve this issue.

### 1/5 — Class Action Lawsuit?

*2026-03-26, version 2.5.0*

Yes, it’s that bad!

### 1/5 — The absolute worst!

*2026-03-22, version 2.5.0*

Double messages, double charge! Immediately dropped calls equals lost of money, no reimbursement!!! Echos to no sounds on calls! Video visit: No phone approvals on weekends! Just horrible

### 1/5 — Worst app

*2026-03-21, version 2.5.0*

This is the worst application ever made

### 1/5 — This app sucks

*2026-03-21, version 2.5.0*

I hate it it won’t let me message my man I’ve had to make 2 accounts! Highly ticked off

### 1/5 — TAKES YOUR MONEY!

*2026-03-14, version 2.5.0*

Hate this thing. Most of the time it double sends my texts and charges me for it.

## Most praised reviews (10 highest-rated)

### 5/5 — Pay Tel Connect

*2025-12-14*

Finally working smoothly! If it’s your 1st time using Pay Tel Connect, you have to allow the inmate to call or text you first,  and then you will receive their messages, but first- you have to add money with a debit or credit card for funds so u can be connected & talk to your Inmate friend or family in the jail cell. The video calls also works good. Thanks Pay Tel for the latest Updates!! 👍🏼

### 5/5 — Phone

*2025-11-30*

Somehow messages got blocked to my phone saying Shannon did it but were unsure what happened

**Developer response:** We apologize for any confusion. We can attempt to help resolve your issue, but will need additional information to do so. Please reach out to our customer service at 8007298355 or you can also email us at csr@paytel.com.

### 5/5 — I love this app

*2025-01-12, version 1.4.8*

This app is wonderful it allows me to talk and visit with my loved one by video it’s easy to use only thing is the call & video prices are so expensive 30 cent a minute is crazy and 25 sent each text in and out

### 5/5 — Exceptional

*2024-10-24, version 1.4.8*

God bless this app!! The phones at the jail have terrible feedback. This app has helped us stay connected all the time and it’s not that expensive. It is so worth it!!  Thank you so much for this wonderful app. I’ve been able to talk to him more now than when he’s home.😂😂😂

### 3/5 — Error Message on iPhone

*2025-01-16, version 1.4.8*

This app was working great. I’m unsure if it is a result of the new iOS update, but any time I try and log in, it says my account doesn’t exist. It works fine on my iPad and MacBook.  Anyone else having this experience?

### 3/5 — Error error error

*2023-09-25, version 1.2.18*

Constant error messages. Error massages to read a message I know is there. Error messages when I try to respond to the text. Can type up an entire text and then hit send and get “sorry something went wrong” and have to do it all over again. Today none of us can even log in at all. Error. Error. Edited on 9/25/23-oh it’s gotten even better now. Now I can’t even get into the system. I keep getting error messages that my PIN number is wrong and I never changed my PIN number! And you can’t even talk to a live agent without the PIN number! So I have money in that account that I can’t use and cannot speak to my family member because somehow the system doesn’t recognize my PIN number that never changed? BOGUS.

I will update to say the customer service agent on the chat feature was able to fix the PIN number issue quickly.  Could not explain how it got changed, but fixed it fast.  So I will actually raise my star rating because customer service makes a difference.

### 3/5 — Unable to add contact

*2022-08-26, version 1.1.2*

I downloaded this app to talk to a loved one but I’m unable to add a contact to even send a message so what am I to do pls help

**Developer response:** We are more than happy to answer all your questions. Please contact us at 800-729-8355 to speak to a customer service agent.

### 2/5 — Hope this fix is in the right direction

*2025-05-31*

LADIES WE FINALLY GOT THE APP BACK UP!! There is still a little issues but I hope everyone who was reached out in the reviews get to speak to your husbands and family members!! So glad it’s finally back up!

**Developer response:** Pay Tel was experiencing a system outage that was impacting our business. All systems have been restored at this time. Thank you for your patience.

### 2/5 — Useless

*2025-05-29*

I have been trying to log in the app for almost a week now and getting “something wrong, try again later” over and over again. I call Paytel customer service and it rings once, then silence and hangs up. If you email them, they respond but only that they will get back with you soon. Then you never hear anything back from them. So freakin sad and useless!!!!

**Developer response:** Pay Tel was experiencing a system outage that was impacting our business. All systems have been restored at this time. Thank you for your patience.

### 2/5 — errors

*2024-06-17, version 1.3.28*

every time i turn around it’s an error. or a forbidden code. can’t use on wifi so if data is slow don’t even attempt.

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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 2026-08-29.*